Order interrupted but still being processed?

  • Resolved ibl92

    (@isabella92)


    1 year, 6 months ago

    Hello!

    We received an order yesterday afternoon in Woocommerce. However, if you look at the status log, it was first set to “interrupted”, but then switched to “processing”.

    The customer called to ask if the order had gone through as he had issues when trying to pay by card. It kept saying something like “the session has been interrupted”. But then he received an order confirmation via email.

    However the issue we have is that the order never came into our business system Visma. This is strange as all orders with the status “processing” should come into Visma.

    If we look inside Svea the order is there but has the status of “interrupted”.

    The customer does not want to regret the order, but in order for us to send him the products we have to get the order in Visma.

    Do you have any idea of what might have gone wrong here and how we can fix this?

    Thank you!

    The page I need help with: [log in to see the link]

Viewing 11 replies - 1 through 11 (of 11 total)
  • Thread Starter ibl92

    (@isabella92)

    In Svea the order has the status of denied*

    Plugin Author The Generation

    (@thegeneration)

    Hi,

    In version 2.2.1 and earlier a scenario could appear where the order went from “Canceled” to “Processing” due to bad logic between WooCommerce and Svea Checkout when Svea made validation callbacks.

    Please ensure that you’re using the latest version of the plugin.

    Since the order hasn’t gone through in Svea I’d cancel the order and ask the customer to pay again

    Best regards

    Thread Starter ibl92

    (@isabella92)

    Thank you for your reply!

    Well the interesting thing is we updated your plugin yesterday (before this order was made). I can see that we are using “Version 2.2.1”, but I don’t see that there is a new version to update to?

    Ok I see!

    Thread Starter ibl92

    (@isabella92)

    Sorry for the late reply! Thank you so much, we updated to the latest plugin version at around 10 today but have been unable to see if the issue has been resolved yet as we have not received any new orders yet and Svea is experiencing issues with their network.

    However, I was wondering. Yesterday we received an order. When I look at the status in Woocommerce it says “interrupted”. However this order did indeed go into Visma. So this is the opposite problem to what I first described, but maybe due to the same reason (wrong version of the pugin). But talking to the customer it is clear they want to keep the order. Should I then set it to “processing” manually inside Woocommerce or just leave it be?

    Thank you!

    Thread Starter ibl92

    (@isabella92)

    Hello again!

    Please ignore this question, this issue did not occur, I misunderstood my co-worker ??

    Thread Starter ibl92

    (@isabella92)

    We received one order after updating your plugin. At first it said “cancelled” in Visma” in Woocommerce for about 30 minutes, then after about 1 hour it changed to “processing”, and went in to Visma. So that seems promising! However is this how it is supposed to work with the new version? Should it say interrupted first? Or maybe this has something to do with Svea’s connectivity issues today?

    • This reply was modified 1 year, 5 months ago by ibl92.
    Thread Starter ibl92

    (@isabella92)

    Hi!

    Please help!

    I just checked again. Since the last time I wrote we’ve had 23 orders, 4 of these have the status “interrupted”. To be fair, all these 4 orders happened on the 5th of june, when Svea had their connectivity issues.

    I checked with my co-worker. Apparently two of these orders came in to Visma, and two didn’t.

    I am not sure what to make of this.

    This is creating a lot of problems for us. We have to contact all the people with “interrupted” orders to contact and ask them to do re-do their purchase, not great.

    How can I make sure the plugin is working correctly? And how is it even supposed to work in this new version when it comes to order statuses?

    I just want it to work like it did before: someone makes an order on our website, it goes into Woocommerce with the status “processing”, then enters Visma where we can take action.

    Thank you for your help!

    Thread Starter ibl92

    (@isabella92)

    Looks like Svea had problems yesterday as well? https://status.svea.com/#calendar-show-more

    Thread Starter ibl92

    (@isabella92)

    Hi!

    So sorry for the late reply. After further investigating and contacting customers it seems that these orders were genuinly interrupted, either by the customer or by Svea’s connection issues.

    As far as I can tell the plugin is now working properly. We are still seeing some interrupted orders here and there but I will not panic about them then unless a customer reaches out.

    Thank you for your help!

    Plugin Author The Generation

    (@thegeneration)

    Hi,

    I’m glad to hear that it’s working properly.
    If you’ve got any other questions, feel free to reach out again!

    Best regards

    @thegeneration I have removed your request to send login details to your email address. Please never request or offer login credentials in these forums.

Viewing 11 replies - 1 through 11 (of 11 total)
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