I tested the issue with Paypal as payment provider and they follow the correct Woocommerce workflow (putting the order in “failed” status instead of “cancelled” when a payment doesn’t work first time).
Can you please update your plugin to follow the default Woocommerce order status workflow, as shown in this diagram.
Thank you.
Hello @cyrix2000,
Thank you for contacting us,
In some exceptional cases, the plugin cancels WooCommerce orders when the payment is in transition state and the customer attempts to pay again for the same order. This is because the WooCommerce order is marked as canceled. This way, when the customer attempts to pay again, a new order will be created for the next payment, and the plugin can sync the previous payment with the order if needed. However, if the order would be updated as failed, WooCommerce won’t create a new order, and the customer may attempt to make multiple payments for the same order, potentially causing the orders and payment to become out of sync.
There could be two main reasons of having quite a few orders that are initially canceled:
- Exceptional cases happening more than expected on your store.
- Some configuration or some plugin logic overrides WooCommerce default checkout processing flow in way that new orders will not generated when current order is in canceled state.
For this reason and in order to be able to further investigate this I would like to kindly ask you whether you could reach out to our in App Help section and ask for your case to be escalated.
To further debug this we would need you to share information that should not be shared on a public forum.
Please follow these steps to reach out to our help section:
– Open the Revolut Business App
– Click on your account name on the top left of your screen.
– Open “Help” section.
– Scroll down until you see “Chat” option.
– Click on “Start new chat” (chat bubble icon)
When asking to escalate please give the link to this forum thread so we will be able to easily identify you and prioritise.
Kind regards,
Svyatoslav
Hi, the issue is that the order doesn’t stay cancelled (in that case I wouldn’t have the problem) but you then move the same order from “cancelled” back to “processing” within a few seconds of cancelling it. This trips up my external inventory management system, as it cannot “re-activate” cancelled orders on its end which leads to it getting out of sync with Woocommerce. If you are cancelling orders (which is against Woocommerce’s order status model anyway as this should only be possible after the set time for auto cancellation, in my case 60 minutes, or manually), then don’t “re-activate” the same order again, but start a new one. I’ve raised this now via Revolut support.
