Payment Successful to Square – Status changed from Booked to Cancelled

[Scott Kasprick]

Hi!

My client had an odd error today on their FIRST official booking.

The guest booked two separate cottages, but after successful payment (funds are in our Square account), the system spontaneously cancelled their booking. I do not believe it was human error (it does not look like they clicked a cancel link).

Then, after payment was confirmed, I changed the status of the booking to “Confirmed”, but after two minutes, the system cancelled the order.

Below is the full log of what has happened to date. Guest details replaced as ***guest***

I am actively trying to find my own solution, and will post if I find one, but if I do not reply, please send any suggestions!

Logs:

Date: May 13, 2024 @ 4:24 pm
Author: Auto
Message: “Cancelled Booking Email” mail was sent to admin.

Date: May 13, 2024 @ 4:24 pm
Author: Auto
Message: Status changed from Confirmed to Cancelled.

Date: May 13, 2024 @ 4:24 pm
Author: Auto
Message: “Cancelled Booking Email” mail was sent to customer.

Date: May 13, 2024 @ 4:22 pm
Author: admin
Message: Status changed from Cancelled to Confirmed.

Date: May 13, 2024 @ 4:22 pm
Author: admin
Message: “Approved Booking Email” mail was sent to customer.

Date: May 13, 2024 @ 2:42 pm
Author: Auto
Message: “Cancelled Booking Email” mail was sent to admin.

Date: May 13, 2024 @ 2:42 pm
Author: Auto
Message: “Cancelled Booking Email” mail was sent to customer.

Date: May 13, 2024 @ 2:42 pm
Author: Auto
Message: Status changed from Confirmed to Cancelled.

Date: May 13, 2024 @ 2:40 pm
Author: ***guest***
Message: “Approved Booking Email (via payment)” mail was sent to admin.

Date: May 13, 2024 @ 2:40 pm
Author: ***guest***
Message: Status changed from Pending Admin to Confirmed.

Date: May 13, 2024 @ 2:40 pm
Author: ***guest***
Message: “Approved Booking Email” mail was sent to customer.

Date: May 13, 2024 @ 2:40 pm
Author: ***guest***
Message: Payment (#987) for this booking is on hold

Date: May 13, 2024 @ 2:40 pm
Author: ***guest***
Message: Status changed from Pending Payment to Pending Admin.

Date: May 13, 2024 @ 2:39 pm
Author: Auto
Message: Status changed from Auto Draft to Pending Payment.

Date: May 13, 2024 @ 2:39 pm
Author: Auto
Message: Status changed from New to Auto Draft..

Thanks
Scott

[J. Davis]

Hi,
I’d recommend you check the status and logs of the related payment at Bookings > Payment History and related order at WooCommerce > Order. Feel free to submit a request to our support team so we can take a closer look at it.

[Author]

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