Critical Issue with Nomod-WooCommerce Integration – Payments Marked as Pending

Dear Nomod Team,

We’ve been facing a critical and inconsistent issue with the Nomod payment gateway integration on our WooCommerce website, and we’d like to bring it to your attention for urgent investigation.

Summary of the Issue

In some cases, a customer successfully completes a payment using Nomod — the amount is deducted from their bank account — but the order in WooCommerce remains stuck in “Pending Payment” status. The order ID is recorded, but the payment itself is never registered in WooCommerce.

This issue happens sporadically — for instance, out of every 10 orders, it occurs once, twice, or sometimes even three times. This inconsistency has made it extremely difficult to trace the root cause.

Troubleshooting Steps Taken >>

Over the past 4 weeks, our technical expert has carried out extensive troubleshooting, including:

1. Plugin/Theme Conflicts:

   • Disabled all non-essential plugins.

   • Updated all plugins, themes, and WooCommerce to their latest versions.

2. Server & PHP Configuration:

   • Verified server health and optimized PHP settings.

   • Tried different PHP versions with configurations tailored to WooCommerce’s needs.

3. Debugging & Logs:

   • Enabled debugging and traced requests using available tools.

   • No conclusive errors found pointing to our server or setup.

4. WooCommerce 10 Upgrade:

   • Waited for and tested after the release of WooCommerce 10.

   • The issue persisted.

5. New Hosting & Fresh Setup:

   • Migrated the site to a new high-performance hosting environment.

   • Installed a fresh WordPress instance with a completely different theme.

   • The very first real order still resulted in the same issue.

Root Cause Indications:

Based on our latest tracing efforts, we believe the root cause lies in Nomod’s API communication with WooCommerce. For some reason, the payment confirmation does not reach WooCommerce. As a result, Nomod logs the source as “in-person” instead of "WooCommerce", as shown in the attached screenshots.

To verify further, we tested with a different payment provider — and everything worked as expected. This reinforces our belief that the issue is isolated to the Nomod-WooCommerce integration.

We are confident that our internal setup is not the cause of this behavior, and we’re reaching out after exhausting all relevant debugging procedures on our end. We sincerely hope your technical team can take this up and provide a fix or explanation, as this issue is impacting both operations and customer trust.

Waiting for your kind responses.

Kind regards,

Aishah