Klarna Checkout Failure / Cancellation Removes Product Info

  • Resolved mthelp

    (@mthelp)


    3 years, 7 months ago

    Our store uses additional plugins to create product add ons – for example, for product personalisation and for our customer to be able to add things like notes, options and uploading an image for the personalisation.

    If we get to checkout using the Paypal button but cancel the PayPal transaction, our basket and custom fields are all left perfectly in tact as they should be.

    However, with Klarna, if a customer clicks the Place Order button, but either cancels or is rejected by Klarna, they are returned to the checkout page, but add on fields such as the image uploads get removed.

    I believe that the Klarna plugin is calling some kind of function that makes Woocommerce believe the transaction has been completed, so it removes some of the temporary file storage it was holding for the uploaded images (which should transition to an order location).

    Is there anything that can be reviewed in this plugin to check that it isn’t invoking such a trigger that could confuse these other types of plugins – personalised shops such as ours are becoming extremely popular and Klarna need to be able to support them.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter mthelp

    (@mthelp)

    Additional Information:

    It seems that this is likely being caused by this plugin actually causing a cancelled order to be generated in the event that Klarna reject the application or the user cancels back to the checkout screen.

    For every order that I simply clicked on to place the order with Klarna but it didn’t go through or I clicked out of, there is a cancelled order generated. However, this isn’t ‘normal’. If I were to do the same thing with PayPal and cancel out and revert back to another payment method, it wouldn’t generate an order and would allow me to continue as normal.

    The fact that the order is being generated, I believe is then giving a flag to other plugins that the order has been processed, which in turn removes uploaded add on file / images.

    If someone goes from checkout and doesn’t complete the Klarna order, it should leave the original checkout status in tact so it doesn’t cause additional side effects, such as the one we’re experiencing

    As it stands, I could go from checkout and click Klarna, click out, click Klarna again, click out and each time it will generate a cancelled order ??

    Hello @mthelp,

    Sorry for late reply. Is this still an issue?
    Can you provide us which plugin you are using to create product add-ons.
    It might be that we do not have support for it, or we haven’t tested it.

    When you mention cancelled orders, does the order goes from status pending to cancel after it have reached the time limit (here we mean the Hold stock settings -> docs).

    lindareinhold

    (@lindareinhold)

    Closing this thread, no answer. Feel free to open a new thread if issues still remain.

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