Problem

Hi @cristianalava

Thanks for reaching out!

I understand that a failed order was updated to completed after verifying the case, correct?

As a first step, can you please share what do you mean by after verifying the case here?

If a screenshot would be helpful, I’d recommend using https://snipboard.io. You can share the direct link to the image as a response to this topic.

These are the reasons why an order is having the Failed status:

• payment failed or was declined
• Hold stock?window expired without a response

Furthermore, Failed,?pending, and?canceled?orders which get cleaned up will be moved to the?trash.

In your use case, this is indeed a different behavior and I am unsure if this is permitted in your company or not. But, checking on my personal site, this is possible.

After an order failed, I can update it to Completed or to another status, BUT, as I said this is for testing purposes only.

As I understand it, after a purchase fails, the new transaction will count as a new purchase with a new id, however, I only update the data from failed to approved and then completed.

If a purchase or an order fails, it’s either you would create a new manual order or ask the customer to place another order again that would create another transaction. This is not automated.

Hope this helps!

Greetings, I contacted the payment gateway, and a new charge was generated with a different transaction id but as shown in the image with the same purchase order. In the attached image how it automatically went from failed to complete. This is the first time a similar case has happened to me. Greetings

Hello @cristianalava,

As I understand it, after a purchase fails, the new transaction will count as a new purchase with a new id, however, I only update the data from failed to approved and then completed.

That’s not always the case, for example with Stripe or WooCommerce payments, the customer can go to the my-account page and attempt to pay for the order again if it failed the first time.

Link to image: https://d.pr/i/FfYEDH

I recommend you discuss this with your payment plugin author.

Please let us know if you have any other questions.

We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.