Order Status ‘Canceled’ after X minutes

  • Resolved lkrijnen

    (@lkrijnen)


    1 year, 10 months ago

    Hi all,

    We run a website using the WooCommerce plug-in to sell digital course product(s). Most of the time our customers work with a voucher code that give them 100% discount on the product. Almost daily, the user initially fails to fill in the vouchercode when ordering, thus ending up at the payment page (of Mollie) to pay the full price of the product. Most users cancel this payment and go back to our website / the shopping cart to apply the 100% discount code (in the WooCommerce shopping cart, not via Mollie).

    The user completes the order and automatically gains access to the digital course product. However, in the WooCommerce backend, two orders are created; 1 with a failed payment, 1 with a successful payment using a discount voucher code.

    After exactly 18 minutes WooCommerce and / or Mollie sets the initial order to status ‘Canceled’ due to the payment not being completed. This automatically removes the digital product from the users account. As a result, they are unable to access the digital product they purchased.

    We are wondering if this order-cancelation is triggered by Mollie or by WooCommerce? And if Mollie, are we able to finetune the actions that are taken when a payment is not completed?

    Thanks in advance!

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Femi

    (@femiyb)

    1 year, 10 months ago

    Hello

    We tested for this issue but could not reproduce it as you have described.

    To look into this further, could you please share with us a copy of the WooCommerce Status Report file, a copy of the mollie logs, and steps to reproduce the issue.

    Looking forward to your feedback.

    Regards,
    Femi.

    Thread Starter lkrijnen

    (@lkrijnen)

    1 year, 10 months ago

    Hi Femi,

    Thank you for your response and investigation. What would be the most efficient and private way to share the log files with you?

    The steps we follow to reproduce the issue are:

    • As a customer, place the digital WooCommerce product in the shopping cart.
    • Ignore the coupon code field in the shopping cart.
    • Continue to the payment (Mollie) page.
    • Cancel the payment (by exiting the Mollie payment page) – First WooCommerce Order is created.
    • Back at the shopping cart (which still includes the products), apply the 100% discount coupon.
    • Continue to ‘checkout’ page, where order is places (without Mollie, because the product price is €0). – Second WooCommerce Order is created.
    • The customer receives an ‘order accepted’ e-mail and has access to the digital product.
    • After (what we found was) 18 minutes, the first order is set to status ‘Canceled’ by WooCommerce or Mollie.
    • This automatically removes the digital product from the user.
    • This reply was modified 1 year, 10 months ago by lkrijnen.
    Plugin Support Femi

    (@femiyb)

    1 year, 10 months ago

    Hello

    To share the log files, I recommend reaching out to the Mollie Support Team. They are equipped to handle such requests securely. You can contact them directly through https://www.mollie.com/contact/merchants.

    Regards,
    Femi

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

The topic ‘Order Status ‘Canceled’ after X minutes’ is closed to new replies.