Order is not complete when mixing virtual, refunded and shipped items

[digitalpianism]

Preconditions and environment

• Magento 2.4.4-p7

Steps to reproduce

1. Create an order containing: 1 physical item of quantity = 2 and 1 virtual item of quantity = 5
2. Invoice the order
3. Refund 1 quantity of the physical item
4. Ship 1 quantity of the physical item

Expected result

Order state should be complete.

Actual result

Order state is still processing.

Additional information

Problem comes from magento/module-sales/Model/ResourceModel/Order/Handler/State.php

In the isPartiallyRefundedOrderShipped, the code compares the total qty ordered with the sum of total qty shipped and total qty refunded.

However, virtual items are not considered when retrieving the total qty shipped, preventing the method from returning true.

Here's the fix that I have used to resolve the issue:

diff --git a/src/vendor/magento/module-sales/Model/ResourceModel/Order/Handler/State.php b/src/vendor/magento/module-sales/Model/ResourceModel/Order/Handler/State.php
index 51c45ed5e5..8d97ce01cb 100644
--- module-sales/Model/ResourceModel/Order/Handler/State.php
+++ module-sales/Model/ResourceModel/Order/Handler/State.php
@@ -97,1 +97,3 @@ class State
-            $numOfShippedItems += (int)$item->getQtyShipped();
+            $numOfShippedItems += $item->getIsVirtual()
+                ? (int)$item->getQtyOrdered()
+                : (int)$item->getQtyShipped();

Release note

No response

Triage and priority

• [ ] Severity: S0 - Affects critical data or functionality and leaves users without workaround.
• [ ] Severity: S1 - Affects critical data or functionality and forces users to employ a workaround.
• [X] Severity: S2 - Affects non-critical data or functionality and forces users to employ a workaround.
• [ ] Severity: S3 - Affects non-critical data or functionality and does not force users to employ a workaround.
• [ ] Severity: S4 - Affects aesthetics, professional look and feel, “quality” or “usability”.

[m2-assistant[bot]]

Hi @digitalpianism. Thank you for your report. To speed up processing of this issue, make sure that the issue is reproducible on the vanilla Magento instance following Steps to reproduce. To deploy vanilla Magento instance on our environment, Add a comment to the issue:

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[digitalpianism]

@magento give me 2.4-develop instance

[magento-deployment-service[bot]]

Hi @digitalpianism. Thank you for your request. I'm working on Magento instance for you.

[magento-deployment-service[bot]]

Hi @digitalpianism, here is your Magento Instance: https://6fc1486a44c08bdcd128df01c88544ca.instances-prod.magento-community.engineering Admin access: https://6fc1486a44c08bdcd128df01c88544ca.instances-prod.magento-community.engineering/admin_b24a Login: 15429f36 Password: 18b19d16f0d9

[digitalpianism]

Confirming the issue is present in 2.4-develop, screenshots below from the instance above:

[m2-assistant[bot]]

Hi @engcom-Bravo. Thank you for working on this issue. In order to make sure that issue has enough information and ready for development, please read and check the following instruction: :point_down:

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• [ ] 2. Verify that issue has a meaningful description and provides enough information to reproduce the issue.
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• [ ] 5. Add label Issue: Confirmed once verification is complete.
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[engcom-Bravo]

@magento give me 2.4-develop instance

[magento-deployment-service[bot]]

Hi @engcom-Bravo. Thank you for your request. I'm working on Magento instance for you.

[magento-deployment-service[bot]]

Hi @engcom-Bravo, here is your Magento Instance: https://6fc1486a44c08bdcd128df01c88544ca.instances-prod.magento-community.engineering Admin access: https://6fc1486a44c08bdcd128df01c88544ca.instances-prod.magento-community.engineering/admin_2102 Login: dea1c8b9 Password: 65ecb079ce48

[engcom-Bravo]

Hi @digitalpianism,

Thank you for reporting and collaboration.

Verified the issue on Magento 2.4-develop instance and the issue is not reproducible.Kindly refer the screenshots.

Steps to reproduce

• Create an order containing: 1 physical item of quantity = 2 and 1 virtual item of quantity = 5
• Invoice the order
• Refund 1 quantity of the physical item
• Ship 1 quantity of the physical item

The order is still in Processing because we have one more quantity for the physical product to ship.

Could you please let us know if we are missing anything.

Thanks.

[digitalpianism]

@engcom-Bravo it's not consistent with the rest of Magento behavior then.

Let's take the case below:

• Create an order containing: 1 physical item of quantity = 2 (NO VIRTUAL ITEM)
• Invoice the order
• Refund 1 quantity of the physical item
• Ship 1 quantity of the physical item

In that case, the order becomes Complete:

On top of that if you create another order like this:

• Create an order containing: 1 virtual item of quantity = 5 (NO PHYSICAL ITEM)
• Invoice the order

The order is complete as well.

Knowing that, combination of both should be complete too.

[engcom-Bravo]

@magento give me 2.4-develop instance

[magento-deployment-service[bot]]

Hi @engcom-Bravo. Thank you for your request. I'm working on Magento instance for you.

[magento-deployment-service[bot]]

Hi @engcom-Bravo, here is your Magento Instance: https://6fc1486a44c08bdcd128df01c88544ca.instances-prod.magento-community.engineering Admin access: https://6fc1486a44c08bdcd128df01c88544ca.instances-prod.magento-community.engineering/admin_a8e6 Login: 96ce0477 Password: a63125bbdf3c

[engcom-Bravo]

Hi @digitalpianism,

Thanks for your update.

Verified the issue on Magento 2.4-develop instance and the issue is reproducible.

The Order is still in Processing state when we have combination of both physical products and virtual products.

Hence Confirming the issue.

Thanks.

[github-jira-sync-bot]

:white_check_mark: Jira issue https://jira.corp.adobe.com/browse/AC-11691 is successfully created for this GitHub issue.

[m2-assistant[bot]]

:white_check_mark: Confirmed by @engcom-Bravo. Thank you for verifying the issue.
Issue Available: @engcom-Bravo, You will be automatically unassigned. Contributors/Maintainers can claim this issue to continue. To reclaim and continue work, reassign the ticket to yourself.

[github-jira-sync-bot]

:x: Cannot export the issue. This GitHub issue is already linked to Jira issue(s): https://jira.corp.adobe.com/browse/AC-11691

[digitalrisedorset]

@magento I am working on this

[digitalrisedorset]

@magento run all tests

[digitalrisedorset]

I have started to have some feedbacks for this issue and I will put a report on where we are at this point.

• it is possible to refund an item before it has been shipped
• it is also possible to refund an item after it has been shipped These 2 operations can be performed from the backend using the credit memo backend screen.

As a consequence, when a product has been refunded, it can overlap with the shipment data (in which case, using the tests to reproduce the issue, the order is expected to remain to processing) it can be separate from the shipment data, we refund an item that was not sent yet (the credit memo is expected to adjust the shipping fees to 0 in this case) and the order status would be expected to be set to complete

--> the conclusion of this finding is that unless we can flag is a refund is for a shipped item or not, then we can't change the order status to complete. --> the focus with this issue was to verify virtual items did not prevent the order to be set to complete if all the physical items in the order were handled by shipment or refund. But the fact we are not able to separate refund and shipment data leads us to be still at the original place.