Where the order have been updated from ‘Awaiting payment’ to ‘Processing’, and both customer and store owner have received the confirmation mail.
But then the order goes into ‘Cancelled’ after a while, and this obviously is an issue both for the store owner and the customer, who believed the order was confirmed and ready to be shipped.
In Svea Payment Admin it seems like it never was confirmed, just created, and then cancelled.
How did it start at ‘Processing’ in Woo? And then being updated from ‘Awaiting payment’ to ‘Processing’, and finally mysteriously going from ‘Awaiting payment’ to ‘Cancelled’ – when it according to the log was at ‘Processing’ status?
Also this is just an issue now and then, if it was every order it could be a plausible place to look, but it’s not the case here. I would say it’s some signals between Svea Checkout API and Svea Checkout for WooCommerce who is being mixed up / handled wrongly for some orders – and that’s where we should start looking for the cause of those issues.
How on earth should we reproduce something happening now and then between Svea API and Svea Checkout for WooCommerce, please tell us if you have some ideas on how to do that, or rather ask for any info that we actually could provide regarding the issue…
Anyhow, here’s what your plugin has logged for the latest incident. It’s not much you’re logging, but seems strange with two validations etc.
2024-05-27T10:29:10+00:00 NOTICE Validation callback successfully made for order #18… (ID: 28…) CONTEXT: {“_legacy”:true} 2024-05-27T10:29:10+00:00 NOTICE Sending validation response: array ( ‘Valid’ => true, ‘Message’ => ”, ‘ClientOrderNumber’ => ’18…’, ) CONTEXT: {“_legacy”:true} 2024-05-27T10:30:01+00:00 NOTICE Validation callback for Svea order ID (67…….) received CONTEXT: {“_legacy”:true} 2024-05-27T10:30:02+00:00 NOTICE Processing checkout for Svea Order ID: 67……. CONTEXT: {“_legacy”:true} 2024-05-27T10:30:03+00:00 NOTICE Validation callback successfully made for order #18… (ID: 28…) CONTEXT: {“_legacy”:true} 2024-05-27T10:30:03+00:00 NOTICE Sending validation response: array ( ‘Valid’ => true, ‘Message’ => ”, ‘ClientOrderNumber’ => ’18…’, ) CONTEXT: {“_legacy”:true} 2024-05-27T10:30:10+00:00 NOTICE Syncing order rows. Order ID: 28… CONTEXT: {“_legacy”:true} 2024-05-27T10:30:10+00:00 NOTICE Push callback finalized order. Svea ID:67……. OrderID: 28… CONTEXT: {“_legacy”:true} 2024-05-27T11:47:11+00:00 NOTICE Cancel order: array ( ‘OrderId’ => 67……., ) CONTEXT: {“_legacy”:true}
We have no reports of similar issues and these kind of problems have not been found during testing which makes it difficult for us to debug as it might be something specific to your environment. Any patterns or such that can help us group the kind of orders having these issues are very helpful.
I refrain from asking you for too much details in this forum since it might contain sensitive information. Please email to support@thegeneration.se and I’ll gladly continue the discussion from there.
Feel free to ask, and we can mail it if it’s sensitive.
Anyhow this seems to possibly be related to Svea sending two validation callbacks, according to your plugins log – that’s one thing sticking out. And the interesting question is probably how the plugin handles this in such cases.
Anyhow I’ll mail you the full log for this latest order, and you can ask Svea about what happened in their end, and then see how it can be handled in the plugin.
For everyone interested it seems to have been caused by Svea sending two validation callbacks in less than a minute, and for whatever reason those two calls have been processed at the exact same second in Woo. This then somehow seems to have changed the order status twice ( Pending payment -> Processing -> Pending payment), and made them show up in reverted order in the order notes. This is at the moment the only plausible explanation.
Svea on their side should maybe give it some more time, before sending another validation callback, waiting for whatever confirmation the plugin delivers (Push callback finalized order?), because delays happens – it’s internet.
The plugin on the other side should probably ensure it doesn’t process two identically validations callbacks, and at least ensure the order status isn’t already ‘Processing’ before trying to update it again.
Thus I would recommend looking at how it could end up as ‘Pending payment’, going from ‘Processing’ to ‘Pending payment’ – as that plausible is what happened. Looking if there is anything in the plugin code allowing that to happen (which it shouldn’t), or if it just was a odd consequence of the status update collision (which of course shouldn’t happen).
This reply was modified 1 month, 2 weeks ago by Rune Rasmussen. Reason: Typos
