Interrupted order gone through to Visma & Svea

Hi,

It seems like there might have been a temporary issue between the Svea servers and your store.

If the order is correct in Svea and the order number in both Svea and WooCommerce match you could change the status to “Processing”.

Does the date of the order perhaps match any of Sveas reported downtime? https://status.svea.com/

If you’d like us to take a closer look then please send an email to [email protected] with login credentials.

Best regards!

Thank you for your reply, very helpful!

You are right, the order happened during the 29th of april, in the evening when Svea apparently had a problem with their internet connection. Had no idea I could check this, thank you!

May I also ask, what are the different reasons that an order might get the order status “cancelled”?

I noticed we have 599 “cancelled orders” in the last 4 years that we’ve been online.

A lot of these have probably been cancelled by us, due to the customer calling in and changing their mind. But what other reasons might cause this?

I’m glad to help!

There are multiple reasons why an order could be cancelled but the most common one would be that it never got paid. An example would be that a visitor selects card payment in Svea Checkout and proceeds to the card form. This will make Svea tell the store that a new order is on it’s way and the order gets created with the status “Pending payment”. When the payment is complete Svea will tell the store to shift status to “Processing/Completed”. However if the payment never completes, the order will automatically be set to “Cancelled” after a while (default is 30 minutes but can be changed in WooCommerce).

Another possible scenario is that Svea cancels the order, which in turn tells the store to cancel the order as well.

Keep in mind that other plugins and/or themes might also affect order statuses so your store could have exceptions.

Best regards

Thank you so much for the examples! Do you know if the status “cancelled” could also happen if a customer, perhaps have identified with bank id and then while it is loading, he or she clicks “cancel”? Would it be considered a cancelled order in Woocommerce?

Hello again,

so after I received your message about how to solve the issue, I went ahead and changed the order status from “cancelled” to “completed”. It worked. It also trigged the order confirmation email to the customer and to us.

However, according to my boss the order is still not registered in Visma (my mistake for previously writing that the order hade gone into Visma as well, that was a misunderstanding).

Any idea how I can solve this?

Hi,

About the example with BankID it could very likely be the case. However it also depends on whatever happens in the background between Svea and your store so it’s hard to say exactly.

Since we don’t have any knowledge of how your store is connected to Visma we can’t really provide any support for that. However my best guess is that the order is sent to Visma based on the status “Processing”. You could try setting the order processing and see if that works. Before doing so you might want to prepare the customer of that emails might be sent to them.

If that doesn’t work I’d try to set the order status to “Pending payment” and then change it into “Processing” as some functions could trigger based on what order status the order had before switching.

However these are just educated guesses, please get in contact with Visma or the plugin/integration author if the steps above didn’t work.

Best regards