Order status pending when payment cancelled and later authorized

[evs-xsarus]

Magento version: 2.2.7 Plugin version: 3.0.0 Description

I have an order with this payment history:

• 25 jul. 2019 10:53:37 Pending Customer Notified / Order created
• 25 jul. 2019 10:55:13 Customer Not Notified / Order status is set to 'Canceled' and order items are cancelled.

  Adyen Result URL response: authResult: CANCELLED pspReference: paymentMethod: ideal

• 25 jul. 2019 11:00:05 Canceled Customer Not Notified / Order status is set to Pending but order items stay cancelled.

  Adyen HTTP Notification(s): eventCode: AUTHORISATION pspReference: xxxxxxxxxxxxxxxxx paymentMethod: ideal success: true reason:ideal

• 25 jul. 2019 11:00:05 Pending Customer Not Notified / Order stays on pending but will never get an invoice because the items are still cancelled.

  Payment is authorised waiting for capture

I believe that the order items must also be uncancelled by this Adyenplugin since it's weird to have a pending order with only cancelled items.

[ryanpalmerweb]

Hi Adyen,

We've noticed this problem in our stores aswell, we are using plugin version 4.0.1

When the customer returns from a failed payment, it looks like the order ID is not being changed, and they are being allowed to go back to Adyen to make a second attempt.

As the original order is cancelled, the success notification is unable to change the order to a processing state.

I would expect the behaviour here to be that a new order number was issued

I've attached the access log so that you can see the customer flow, with any identifying information removed.

(customer ip address removed) - - [21/Aug/2019:17:03:32 +0100] "GET /adyen/process/redirect/ HTTP/2.0" 200 1998 "https://www.ourwebsite.co.uk/checkout/" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:03:47 +0100] "GET /adyen/process/result?authResult=CANCELLED&merchantReference=9000018715&merchantSig=(merchant sig removed)%3D&paymentMethod=amex&shopperLocale=en_GB&skinCode=(skin code removed) HTTP/2.0" 499 0 "https://live.adyen.com/hpp/details.shtml" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:04:26 +0100] "GET /adyen/process/result?authResult=CANCELLED&merchantReference=9000018715&merchantSig=(merchant sig removed)%3D&paymentMethod=amex&shopperLocale=en_GB&skinCode=(skin code removed) HTTP/2.0" 499 0 "https://live.adyen.com/hpp/details.shtml" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:04:29 +0100] "GET /adyen/process/result?authResult=CANCELLED&merchantReference=9000018715&merchantSig=(merchant sig removed)%3D&paymentMethod=amex&shopperLocale=en_GB&skinCode=(skin code removed) HTTP/2.0" 499 0 "https://live.adyen.com/hpp/details.shtml" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:04:29 +0100] "GET /checkout/ HTTP/2.0" 499 0 "https://www.ourwebsite.co.uk/checkout/" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:04:31 +0100] "GET /checkout/ HTTP/2.0" 499 0 "https://www.ourwebsite.co.uk/checkout/" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:04:31 +0100] "GET /checkout/ HTTP/2.0" 499 0 "https://www.ourwebsite.co.uk/checkout/cart/" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:04:35 +0100] "GET /checkout/cart/ HTTP/2.0" 499 0 "https://www.ourwebsite.co.uk/a-product-page/" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:07:19 +0100] "GET /adyen/process/result?authResult=AUTHORISED&merchantReference=9000018715&merchantSig=(removed)%3D&paymentMethod=amex&pspReference=1515664036371234&shopperLocale=en_GB&skinCode=(skin code removed) HTTP/2.0" 302 860 "https://live.adyen.com/hpp/completeCard.shtml" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

(customer ip address removed) - - [21/Aug/2019:17:07:20 +0100] "GET /checkout/onepage/success/?utm_nooverride=1 HTTP/2.0" 200 19576 "https://live.adyen.com/hpp/completeCard.shtml" "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/76.0.3809.100 Safari/537.36"

We are in the process of moving from the HPP to API by updating the Adyen module, so it might be that this issue is resolved by the changed customer flow.

Thanks, Ryan

@cyattilakiss

[JeroenVanLeusden]

@cyattilakiss You have an update? We see this regularly but our order will be closed. Payment is successful second time the customer tries.

[stale[bot]]

This issue has been automatically marked as stale because it has not had recent activity. It will be closed if no further activity occurs. Thank you for your contributions.

[cyattilakiss]

Hi @evs-xsarus , @ryanpalmerweb

The issue that you were describing should be fixed after the version 5.0.0, we moved from our custom exposed API to handle the payment and the order back to the Magento provided process. Could you please verify that you still experience this issue?

@JeroenVanLeusden the issue you mention also should be fixed in one of the latest versions: https://github.com/Adyen/adyen-magento2/blob/5.1.0/Model/Cron.php#L410-L421 Could you please verify that you still experience this issue?

I will keep this ticket open until your feedback.

Have a great day! Best, Attila Adyen

[evs-xsarus]

Will be able to monitor this from coming monday.

[atty31]

Hi, I am facing the same issue. See my pic:

on Magento ver. 2.3.3 and the module version is 5.0.1 .

[cyattilakiss]

Hi @evs-xsarus , @ryanpalmerweb , @JeroenVanLeusden , @atty31

Thank you all for the input. We created a fix #679 for this issue. After investigating we found that redirect payment methods can redirect the shopper back to the store with cancelled status even though the payment was authorised or was still pending. In the plugin we were cancelling the order to make the reserved item available again in the stock as fast as possible. Because of the redirect resultCode inconsistency now we rely on the notifications to cancel (or authorise) the order.

This patch will be released in 6.x.x but since the code change is compact enough you can patch your current version yourself just to validate and proceed faster.

Let me know if you have further questions.

Best, Attila Adyen

[Beagon]

Hi,

I seem to still encounter this issue. I've seen this on 2 yesterday one if which was a PayPal order and the other one iDeal. We're running version 6.4.0 but are upgrading to 6.6.0 but I don't feel like this has to do with 6.4.0 since this should be fixed in 6.2.

Sincerely,

Robin

[cyattilakiss]

Hi @Beagon ,

I've just answered in the ticket: #717

Best, Attila