Hi!
What Payment Gateway and Plugin are you using?
Thank you,
Howdy Shane!
I’m using one called MerchantSuite (which is based in Australia). Which plugins do you mean? I’m using W3 caching, Cloudflare to name a few.
Could the issue be caused by the system assuming payment has gone through when there’s actually one more security step?
Thanks!
Hi there!
Yes, it sounds exactly like you describe, the order completes (so cart is emptied) but then payment fails/doesn’t process so the order fails.
Is an order created int eh backend? You may want to speak to the authors of the plugin you’re using for your gateway to see how this can be resolved.
Hey there Joel!
The order was placed through normal customer behaviours i.e. browse, add to cart, checkout. Would this be considered front-end creation?
I’ll contact the plugin authors but in the mean time is it possible to implement something on your side e.g. cart only empties if the “payment success” page is invoked?
Thanks for your support. I highly appreciate it.
Plugin Support
stephjacq a11n
(@stephjacq)
Automattic Happiness Engineer
Hi there,
Yes that would be considered front-end creation–when the customer does that, is a corresponding order created which appears in the back-end on the orders page for you to review and fulfill? Or do you see no evidence of the order in the back-end? If you do see an order, check the order notes in the right-hand column, there may be more info there for you to take to the developers.
What you’ve described in terms of the cart behaviour is how WooCommerce usually works. In this case, there seem to be mixed messages coming through. The order only completes when the payment success message is received, so it could be that something happens after that point, or the message is sent in error. The plugin authors should be able to assist further as they are familiar with the specific message sent in their plugin.
Hope that helps!
Hey steph,
The order is created but not paid in the back-end. But the cart is purged.
I have been able to track the order to an account’s order page. But would like something more intuitive.
Hi justfoxeh,
To confirm, if the order is created, it is expected behavior that the cart would be purged.
Hopefully, MerchantSuite will be able to tell you more about what’s going on to cause the failed orders. I see there is a contact page here: https://www.merchantsuite.com/site/world/Home/ContactUs
I’m going to mark this as resolved – if you have any further questions, please start a new thread!
