Missing order update

[KathiD303]

Describe the bug
We currently have orders in Magento whose order status is not updated, but remains on “pending payment” although the payment has already been received in Mollie. Interestingly, it can be seen in the order history that the order already had the status “processing” (see screenshots below) - but this does not seem to have any effect on the Magento status. This remains at “pending payment”. An invoice has also already been generated for the order in Mageto. However, the Mollie payment status is still “open”.
The remedy is to manually fetch the Mollie payment update again, the order then jumps to status “processing”.
Unfortunately, it is unclear how to reproduce the error. Only a small percentage of our orders are affected.

Are you aware of such a problem? Any help on how to solve this would be highly appreciated.

Used versions

• Magento Version number(eg 2.3.5): 2.4.5-p10
• Open source/Enterprise/B2b: Commerce Cloud
• Mollie version number (Check configuration): v2.42.0

To Reproduce
Unknown.

Expected behavior
Magento orders status gets updated accordingly.

Actual behavior
Magento order status stays on pending payment.

Screenshots
Magento order status:

Mollie payment status:

Order history:

[Frank-Magmodules]

Hi there, @KathiD303.

Thank you for opening this issue! Could you please check if Mollie successfully received the webhook updates? You can do this by opening the order in your Mollie dashboard and viewing the webhook flow chart. This will show whether the update was successful and, if not, provide details on what went wrong. You can also use this timing to review your Magento and/or server logs for any issues around that specific time.

If you don’t find any useful information, feel free to reach out to us directly!

[KathiD303]

Hi Frank,

thank you for getting back to me. I checked in Mollie and saw that the webhook was received successfully by Mollie:

We've implemented further logging to check whether the status change is both reflected in object and database and noticed that the order status somehow differs - the database does not reflect the change in the object - see third log notice. Please note that we needed to use a different order to check after logging had been implemented:

system.log.2.gz:[2024-11-16T12:32:08.755033+00:00] report.INFO: Order status of B001315917 BEFORE processing: In object: pending_payment, pending_payment. In database: pending_payment, pending_payment [] [] system.log.2.gz:[2024-11-16T12:32:10.315197+00:00] report.INFO: Order status of B001315917 AFTER processing: In object: processing, processing. In database: processing, processing [] [] system.log.2.gz:[2024-11-16T12:32:11.178736+00:00] report.INFO: Order status of B001315917 BEFORE processing: In object: processing, processing. In database: pending_payment, pending_payment [] [] system.log.2.gz:[2024-11-16T12:32:12.317200+00:00] report.INFO: Order status of B001315917 AFTER processing: In object: pending_payment, pending_payment. In database: pending_payment, pending_payment [] []

Unfortunately we still cannot reproduce this issue - but this still happens on a daily basis for a small percentage of all orders. Current workaround is still updating the payment status manually in the Magento order.
Please let me know if you need more information. Any help would be highly appreciated!

Best regards,
Katharina

[Frank-Magmodules]

Hi There @KathiD303 ,

Thank you for this extra input. It’s hard to follow what’s going on exactly with this information.
Could it be that the order has somehow been adjusted on your site? We have implemented a locking mechanism for all things related to the webhooks, but as this is a separate log it’s hard to tell what is going on.

You could try to enable the option Stores -> Configuration -> Mollie -> Advanced -> Triggers & Languages -> Process transactions in the queue if you haven’t already.

If that doesn’t help could you please contact us directly so we can take a closer look about what is going on?

[KathiD303]

Hi @Frank-Magmodules ,

thanks for your answer! The mentioned option was already enabled. I have contacted you directly to further discuss the issue!

Best regards,
Katharina

[simonmaass]

@Frank-Magmodules we can confirm this issue which we have just discovered! This is extremely painfull als orders are not being fullfilled!
@KathiD303 is there a known workaround yet?

[Frank-Magmodules]

Hi there @simonmaass, We weren’t able to reproduce this issue on our end, but I’d be happy to look into it with you. Could you please reach out to us directly? Thanks!

[Frank-Magmodules]

Hi @simonmaass,

We’re still investigating this issue with @KathiD303 to gather additional insights. In the meantime, could you also reach out to us directly? We’d be happy to work with you to resolve this issue as best as possible. Let us know how we can assist!