Support » Plugin: Afterpay Gateway for WooCommerce » Pending Payment Order Status Issues V3.0.0

  • Resolved martynsaunders

    (@martynsaunders)


    Hi Guys,

    I just wanted to flag that I had issues with v3.0.0 afterpay and our online surf shop. This is what happened.

    We updated to v3.0.0 this afternoon (but didn’t notice we had to go to the settings page and press save).

    Later on, a customer contacted us via chat saying they completed a purchase, received an Afterpay receipt but did not receive a confirmation email from our website.

    We logged into woocommmerce and there were no new Afterpay orders showing (but there were other orders from other payment gateways).

    We noticed the prompt to confirm settings so went to Afterpay settings clicked saved.

    Rechecked the orders pages and 2 Afterpay orders appeared as ‘pending payment’ and the orders only had 1 note saying “Afterpay order token: 001.dfvlXXXXX”

    We then went to Afterpay portal and the orders were marked as ‘Order status Approved’ and ‘Settlement status: Captured’.

    In woocommerce we manually changed orders to ‘processing’.

    Another order came through but was marked as ‘pending payment’, so we did the same thing check the Afterpay portal then changed the order status to ‘processing’.

    We then rolled back the Afterpay plugin to 2.2.2, resaved the setting for good luck and did a test transaction. Everything then worked again as per usual.

    Can you please let me know if other clients are having similar issues.

    Cheers
    Martyn

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

Viewing 15 replies - 1 through 15 (of 15 total)
  • Can confirm, the exact same thing happening with out store. We have logged a support ticket with Afterpay as well, but rolling things back fixed the issue for us too.

    Plugin Author Afterpay

    (@afterpayit)

    Hi @martynsaunders and @stuarth2g,

    Thank you both for bringing this issue to our attention.

    The engineering team is now actively investigating this issue. We will keep you posted as soon as there is an update.

    Thank you for your patience.

    I Too have this problem, have contacted support but will roll back plugin

    Plugin Author Afterpay

    (@afterpayit)

    Hi @martynsaunders, @stuarth2g and @samwood7991,

    Thank you all for your patience.

    The issue has now been addressed in the latest release v3.0.1. It occurred when third party plugins that alter the order numbers were in use. The Afterpay plugin has now improved compatibility with such plugins.

    Please update the Afterpay plugin on your websites and try again.

    Thank you.

    Pretty sure we have this problem too, but it hasn’t been resolved with the update. We use https://wordpress.org/plugins/custom-order-numbers-for-woocommerce/.

    Plugin Author Afterpay

    (@afterpayit)

    Hi @maryb77,

    Thank you for your message.

    The team would be happy to assist with an investigation. Please submit a support request using the following web form: https://help.afterpay.com/hc/requests/new?ticket_form_id=193406

    A member of the team will then reach out to you within 1 business day.

    Thank you.

    Thread Starter martynsaunders

    (@martynsaunders)

    Thanks @afterpayit @maryb77 @samwood7991 @stuarth2g

    I am using https://en-au.wordpress.org/plugins/woocommerce-sequential-order-numbers/ and I did notice a change in the sequence of order numbers in the Afterpay portal before and after rolling back the plugin.

    @afterpayit I away from my computer until this weekend so I’m unable to test the fix. I’ll let you know.

    Thanks for the update, but, an interesting thing, I too had this problem BUT I do NOT have any plugins that change or mess with order numbers.. the closest thing I have is “WooCommerce Print Invoices/Packing Lists” by skyverge.

    I’ll hold off on this update until something more solid is established

    Plugin Author Afterpay

    (@afterpayit)

    Hi @samwood7991,

    Version 3.0.1 of the plugin looks up the WooCommerce Order using the Afterpay checkout token that was used for payment. The WP_Post ID / WC_Order “Order Number” are no longer relied upon.

    Is it possible to test the latest plugin in a staging environment before updating in production? Combined with performing appropriate backups prior to update, this is the recommended approach.

    Thank you.

    Thread Starter martynsaunders

    (@martynsaunders)

    Thanks @afterpayit,

    I’ve successfully updated and tested 3.0.1 on our staging and also our production site.
    Note that https://en-au.wordpress.org/plugins/woocommerce-sequential-order-numbers/ is still active.

    I was able to process a sale and refund correctly on both sites. Orders were showing and the status set as ‘processing’… Customer notes seem normal.

    I’ve noticed that in the Afterpay Portal our order numbers now flows through. I found that with 2.2.2 it might have been the id that is masked on our system. This is good.

    Cheers.

    Ive updated my 2nd site that had no problems with after pay at 3.0.0. but it is now having problems with afterpay at 3.0.2

    One order has 2x afterpay order tokens. But nothing on afterpay dashboard. I will roll this plugin back until a more solid fix is available. Neither of my sites use any order # modifying plugins.

    Plugin Author Afterpay

    (@afterpayit)

    Hi @samwood7991,

    Thank you for your message.

    Based on this description, it makes sense that no Afterpay order has been created in the merchant portal for this purchase, because the customer has not paid for it yet. When an order is placed using Afterpay, WooCommerce would first create a new order, then the Afterpay plugin would generate a token and attach it to the order. Sometimes, however, customers do not confirm the payment schedule within certain amount of time, and the token expires. The WooCommerce order would remain in ‘Pending Payment’ status until the customer cancels or pays for it. Every time the customer attempts to pay for the order, it would generate a new token and attach it to the order. Once the payment schedule is confirmed on the Afterpay gateway, it would show “Payment approved/declined. Afterpay Order ID: xxxxxxxxx.” in the WooCommerce order details.

    This is the major upgrade from v2.x to v3.0.x, where the Afterpay plugin revised transaction flow to more closely follow WooCommerce recommendations. In v2.x, if a customer does not pay for the order within certain amount of time, the plugin would cancel the order automatically. Whereas in v3.0.x, unpaid orders would not be cancelled automatically. Instead, merchants can send reminder emails to customers asking them to pay for the orders. Also merchants are now able to manually create orders in WooCommerce, send the invoices to customers and allow them to pay using Afterpay.

    Please feel free to reach out again if there are more questions.

    Thank you.

    @afterpayit

    Cheers for the prompt response, this is great info and super helpful, I will take this onboard and will try updates again!

    Cheers, Sam 🙂

    Hi Afterpay team,

    Thanks for the updates.

    In my tests of the latest plugin version, the customers order created an Afterpay Order Token immediately which then put the order in a ‘Pending Payment’ status. This then delayed for 13 minutes before the payment was approved with an Afterpay Order ID and changing the status to ‘Processing’.

    Is this a standard timing issue with the latest plugin? Older versions of the plugin are pretty instantaneous in comparison which is obviously essential in sending out customer comms etc.

    Plugin Author Afterpay

    (@afterpayit)

    Hi @stuarth2g,

    Thank you for your question.

    This is just the revised transaction flow of the latest v3.0.x Afterpay plugin. It meant that the particular customer had spent around 13 minutes on the payment gateway page (e.g. logging in to their Afterpay account, changing debit/credit card details, reviewing the payment schedule etc.) before they clicked ‘Confirm’.

    In v2.x, the Afterpay plugin would not create an order in WooCommerce until the payment capture for the Afterpay order succeeds. That is why it seems instantaneous in v2.x. Whereas in v3.0.x, the plugin has followed WooCommerce guidelines more closely, and allows an order to be created in WooCommerce before it attempts to capture the payment. Therefore, merchants are now seeing new Afterpay orders with ‘Pending Payment’ status (i.e. the default status for any newly created WooCommerce order) in the dashboard. The order status would not automatically change to ‘Processing’ or ‘Completed’ until the customer confirms the payment schedule and the payment is captured successfully.

    Please feel free to reach out again if there are more questions.

    Thank you.

Viewing 15 replies - 1 through 15 (of 15 total)
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