PMPro creates a unique “Order” record for each membership checkout and recurring payment received. Order data is stored in the pmpro_membership_orders table and can be viewed on the Memberships > Orders page in the WordPress admin.

There are 7 primary order statuses available in Paid Memberships Pro, including cancelled, error, pending, refunded, review, success, and token. This article will explain what each order status means, specific to your gateway setup.

Understanding the various “Order Status” options in your PMPro membership site


Default Order Statuses Available in Paid Memberships Pro

  • cancelled: An order in “cancelled” status means that the membership it was linked to has ended, either via expiration, or an admin or user-triggered event (cancellation via the Membership Cancel page or checkout for a new level).

    If a member with an expiration date renews their same level or completed checkout for another level, any previous orders for their membership will be marked “cancelled” when the new checkout is complete and a new order is created.

    IMPORTANT: “Cancelled” does not mean the associated gateway payments have been cancelled—just that the subscription and membership associated with that order was cancelled.

    Orders in “cancelled” status are included in revenue report data. Members can view their Invoices that hold the “cancelled” status on the Membership Account page’s “Invoices” section and on the Membership Invoice page.

  • Order Statuses in PMPro

  • error: Occasionally, an offsite checkout via PayPal Express will initially authorize, then return a failure at a later time. Orders that are affected by this PayPal glitch will hold the “error” status.

    You can also use this status as a site administrator to mark other payments that fail with your gateway but are not technically a successful payment that you have refunded.

    Orders in “error” status are not included in revenue report data and members cannot view any of their Invoices that hold the “error” status in their account.

  • pending: Primarily used for a “check” payment, orders in the “pending” status show that payment was not completed for the order. If you have your primary gateway set to “Pay by Check” or are using our Pay by Check Add On, the order created at checkout will be set to “pending”. When the active membership for a user has their last order in “pending” status, the user will not be able to access members-only content. You must mark the latest order for their membership to “success” in order for the member to receive full access.

    Orders in “pending” status are not included in revenue report data. Members can view their Invoices that hold the “pending” status on the Membership Account page’s “Invoices” section and on the Membership Invoice page.

  • refunded: The core plugin will never set an order to “refunded” but we provide this order status in the core list so that you can use it in administrating your membership site.

    Orders in the “refunded” status will not count toward total sales values in your reports. You add a custom “Refund Report” using this status and the recipe included in this article.

    A member with an active membership can view their past Invoices that hold the “refunded” status on the Membership Account page’s “Invoices” section and on the Membership Invoice page. Remember that a user must have an active membership in order to access the “Membership Account” sections of your site. If you want expired or cancelled members to be able to view their account history, you must downgrade them to a free level after cancellation or expiration.

  • review: This order status is seen when using PayPal Express for offsite checkout (your primary gateway is set to “PayPal Express” or you are using “PayPal Website Payments Pro” and the user selected to pay via PayPal). An order left in “review” status means that the user returned to your site from PayPal but did not confirm their subscription.

    When using PayPal for offsite checkout, the user will be taken to PayPal to set up payment, then they will return to your site. If you have the “Confirmation Step” enabled (this is set on the Memberships > Settings > Payment Settings page), the user must click one additional button to complete payment. Orders in “review” status mean the user did not click this button upon returning to your site.

    You can avoid this by adjusting your gateway settings to skip the “Confirmation Step” and automatically approve their payment.

    Require the Extra Confirmation Step with PayPal Gateway and PMPro

    Note that if you see one or more orders in “review” status, followed by a successful order, that could indicate a user had trouble checking out before completing checkout successfully. It could also be different users. We don’t track identifying information on customers who don’t complete checkout unless they are already logged in.

    Orders in “review” status are not included in revenue report data and members cannot view any of their Invoices that hold the “review” status in their account.

  • success: An order in the “success” status shows that payment was completed and the membership confirmed. The membership for this order is active and there are no issues.

    Orders in “success” status are included in revenue report data. Members can view their Invoices that hold the “success” status on the Membership Account page’s “Invoices” section and on the Membership Invoice page.

  • token: This order status means the user completed the Membership Checkout form on your site, clicked to complete payment via PayPal Express, but did not return.

    For new members, the user account has not yet been created during this step. An order in “token” status will show the Username for a non-existing user as [none]. If the user completing checkout was logged in to an existing account (performing a renewal, upgrade, returning, etc.), the order for this attempted checkout will list the correct “Username”. This is one case where you as the site administrator may want to reach out directly to the user and gather information about why they decided not to complete the order in an attempt to recover the sale.

    Note that if you see one or more orders in “token” status, followed by a successful order, that could indicate a user had trouble checking out before completing checkout successfully. It could also be different users. We don’t track identifying information on customers who don’t complete checkout unless they are already logged in.

    Orders in “token” status are not included in revenue report data and members cannot view any of their Invoices that hold the “token” status in their account.


Using the pmpro_order_statuses Filter

The pmpro_order_statuses filter allows you to add a custom order status for your unique site’s needs. You can also use this filter to remove a default status (although we strongly discourage it).

Here’s a recipe that demonstrates how to add a new “chargeback” status

Note that it is not recommended to remove a default status from your site using this filter. Additionally, when adding a new status, the core plugin will not automatically recognize or include your custom status in reports and will not show orders for a custom status on the Membership Account or Membership Invoice pages.

This entry was posted by Kimberly Coleman in FAQ and tagged . Bookmark the permalink. Last updated: February 5, 2020. Titled Understanding the various “Order Status” options in your PMPro membership site

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