Failed order gets cancelled

  • Resolved brennsuppa

    (@brennsuppa)


    2 years, 7 months ago

    Hi,

    I have a question regarding order status failed and cancelled in Woocommerce, using Mangopay as payment gateway.

    if a payment by credit card has failed, the order status changes to failed which is documented in the order notes.

    Secure mode: The 3DSecure authentication has failed Status der Bestellung von Zahlung ausstehend auf Fehlgeschlagen ge?ndert.
    01.04.2022 um 19:44

    So far, so predictable.

    But then the order gets cancelled within the same minute. And as far as I read the documentation, this should only happen if the customer or administrator cancel the order, which is not the case. Here is the added order note entry:

    Bestellung vom Kunden storniert. Status der Bestellung von Fehlgeschlagen auf Storniert/Abgebrochen ge?ndert.
    01.04.2022 um 19:44

    Since this happened quite a lot (e.g. if a credit card has not activated 3D Secure) in the very second and the customers booked right after I cannot see a reason why they should’ve actively cancelled a failed order. If the are able to pay for a failed order it can get completed instead of creating new order numbers for the same.

    Is the behaviour as planned? How can the cancelled order state be prevented in such a case? Does this stem from Woocommerce or the payment gateway?

Viewing 3 replies - 1 through 3 (of 3 total)

  • Hi @brennsuppa!

    It seems the issue is associated with the Payment Method plugin you are using.
    I suggest you reach them so they will be able to help you with this.

    Hi @brennsuppa

    Hopefully, you have been able to find a way forward with the issue.

    If you haven’t, would you mind sharing a copy of your site’s System Status, so we could check your site’s configuration?

    You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

    Note: You may remove any sensitive/identifiable information (i.e. your website URL, etc) for privacy reasons, if you’d prefer.

    Cheers

    This thread has been inactive for a bit, so I’m going to mark it as resolved.

    Please feel free to open a new thread if you have any further questions.

Viewing 3 replies - 1 through 3 (of 3 total)
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