robertrosanke

Heelo @awaatklarna ,

I just installed the string locator plugin to find out which plugin the string comes from.
Now I know where the string comes from. It doesn’t change the problem with the order status.

Oh well. We’ll just leave the orders as they are for now.
It’s not worth it for me to turn off the sync.
If we receive new orders in the future, we will have to manually rework them, and no one has time for that.

We were able to trace the case internally.
The customer canceled the Klarna payment and then paid manually by bank transfer in the meantime.
(However, this was outside the shop’s payment page. He copied the account details from a contract document in the footer and simply made a transfer. )

So the shop thinks the order belongs to Klarna. But now it belongs to a bank transfer.
At this point, it is very inconvenient that Klarna is blocking the status.
But okay. We will try to remove the bank details from all document footers so that this does not happen again.

Issue resolved.

Hello @awaatklarna ,

Thank you for the information.

If you want to use WooCommerce as your source of truth, it should be possible to manually enter orders in the event of technical errors.

You have already created a metabox in the backend (order view) that displays information about the capture status. It is also updated immediately when an order is updated in the Merchant Portal.

All I’m missing there is an action link/button to trigger this process from the Woo Admin if necessary.

This way, you can quickly help yourself in case of technical errors without having to switch between the Merchant Portal and Woo Admin.

Auto Capture also sounds nice.

But here too, if there are errors, you would have to rework them in the Merchant Portal. Therefore, a simple button in the order view probably remains a helpful option to save time.

We have already implemented something like this for an external software application.
Since you probably have the API connection for capturing orders in the code, we are probably talking about minimal effort and a noticeable reduction in workload for administrators.

In general, it is very helpful for shop operators to switch between different dashboards as little as possible. I think the point has been made and I look forward to seeing an improvement. The ticket can be closed if there are no further questions.

I would be grateful if you could check this internally.

Hallo @boozebrorsan,

Thank you for your detailed response.

I would like to address a few points here.

We have heard this argument several times from the developers/support team, and it does not make sense to us in everyday life. I am happy to explain it for what feels like the fifth time.

So right now we do not really get a lot of information from Klarna when an order fails or if the customer just closes the modal for whatever reason. So we cant tell if the order failed, or the customer is just going back for some other reason.

[…]

But when the modal is closed for whatever reason, we are not told why that is. If the payment failed, or was rejected. Or if the customer simply closed it.

In practice, it makes no difference to us why it didn’t work.
It didn’t work, and we simply want to respond to that.

Example:

• Customer closes modal: Either it was accidental or they don’t want to buy. Since we don’t know, we want to send a message that the payment has failed and the customer can then decide for themselves whether to go to the WooCommerce Pay for Order Page and complete the order or not.
• Payment fails in the modal: Here, too, we want to send this email so that the customer has the option of at least making the payment using a different method on the Pay for Order Page.
• Payment fails later: Here, too, we want to send this email so that the customer has the option of at least making the payment using a different method on the Pay for Order page.

In practice, it hardly matters why it fails.
If it fails, our revenue is at stake.

We simply want to inform the customer that something has gone wrong and give them the opportunity to complete their order successfully, perhaps using a different method.

We have been using this setup – automatically informing customers about payment errors – for a long time and have had good experiences with it.

Many customers would not even notice errors without our notification.

Unfortunately, the notification email often still has to be sent manually by support because Klarna (the only payment plugin among the major ones) has not integrated a solution for settings all failed orders to “failed” in years, even after several tickets. Other payment plugins will just set the order to “failed” on error and our automation kicks in.

One possible approach is to use the kp_modal_closed action hook, which is triggered at this stage. This hook can, for example, be used to fail the order in WooCommerce if that is the desired behavior.
However, this approach is not fully reliable. […] in some cases that information is insufficient to reliably determine the actual reason the Klarna modal was closed.

Once again: I’m not really interested in the reason.
It’s the icing on the cake of a solution.
I would prefer a reliable solution without the icing on the cake to no solution at all.

Thanks for the information anyway. I’ll save this link for future reference.

WooCommerce does also have their own functionality to automatically cancel an order after x amount of minutes that is still in pending payment which can be used by merchants right now. We have written about that ”Hold Stock” function here.

In the ticket linked above, a person unknown to me has joined the conversation. They process several hundred thousand orders per year in the EU and have exactly the same automation problem as we do.

This WooCommerce feature does not solve the problem. We don’t want to lose the order and the sales, but rather try to save them. More information can be found in the ticket.

I am surprised and do not understand this hesitation to solve a core problem and a core concern in e-commerce (automation). This topic keeps coming up in this forum – also from other people – and no solution is ever presented.

We need a solution that works easily for everyone without custom code. The other plugins manage this without custom code and in standard mode. Klarna should be able to do the same!

Hallo @itrechtkanzlei ,

danke für die ausführliche Anleitung. Habe es exakt so durchgeführt. Klappt nun. Wunderbar.

Vielen Dank und einen guten Start in den Tag!

Hallo @itrechtkanzlei ,

danke für die Aufklärung. Werde den Anwalt kontaktieren und auf das Ticket verweisen. DDer rest wird dann vermutlich seinen Gang gehen.

Thema erledigt. Danke!

Are you sure that this checkbox needs to be displayed when only one payment method is active and this function would not even make sense at the moment?

(In the other thread I linked to above, a support representative said that it’s perfectly okay for this not to be visible because we only have one method active. I’m surprised by the contradictory statements.)