Afterpay vs Klarna sales – Woo showing wrong processor on completed sales

Hi @photomj,

Thanks for your message.

Do you mind sharing an example of the sales record/receipt? Having an Afterpay token should not prevent an order from being paid with other payment methods. WooCommerce should update the order with whichever payment method was used to complete the payment, regardless of what was selected at the checkout when the order was first placed.

The team would be happy to investigate further. To facilitate this please submit a support request including a link to this post using the following web form: https://help.afterpay.com/hc/requests/new?ticket_form_id=193406

A member of the team will then reach out to you within 1 business day.

Thank you.

Thanks for the response but every time I report something thru that Afterpay link, or thru Afterpay Merchant Support, I never get any responses or solutions.

I have been waiting over a year for one fix, that has never come in “the next update.”

I have screen shots of the Woo Commerce area on my website, which shows all the Afterpay tokens used and the order being completed thru Afterpay, when it is really a Klarna order.

I went to Woo Commerce first about this and they referred me here.

Let me know if I can upload the info here because like I said, no one ever responds to tickets on the Afterpay platform.

This issue also arises with the use of eway credit card gateway and probably most other payment plugins. Once the plugin has generated a token if the order does not proceed with afterpay for some reason ( for example the customer may have hit their afterpay credit limit or cancel the order ) then the presence of the token in woocommerce seems to prevent the customer from ordering elsewhere and the receipient gatewAY ( for example eway) will then decline the order as it cannot pass the afterpay token across. This is a significant bug in afterpay that needs addressing. We have told eway who have made contact to you in order to resolve but they tell us that you have done nothing about it. This response is consistent to the responses you made to us when we tried to resolve the issue directly with you previously.

I’m also seeing afterpay tokens appearing in the notes for non-afterpay orders, and echoing what @robadeedoo123 has said, recently a trend with Laybuy orders failing at the checkout page but actually getting processed by Laybuy.

This sounds eerily similar behaviour.

They wont admit it though I was told it was a third party plugin issue. Only thing that had changed was their plugin

Hi @photomj,

Thanks for your message.

The engineering team seem to be unable to reproduce this challenge on a fresh installation of WooCommerce environment. An order declined by Afterpay was then proceeded with a built in payment method (e.g. Direct Bank Transfer), which is shown correctly on the order detail page. The team will try to get a test account with Klarna and see if the described issue can be reproduced.

Thank you.

Hi @embercide,

Thanks for your message.

Afterpay tokens appearing in the notes of non-Afterpay orders only suggests that the customer attempted to pay for the order via Afterpay at some point. Customers can place an order with one payment method, and end up finalizing it with a different one. It is a WooCommerce’s standard behavior. If the initial payment fails, or the customer just changes their mind before finalizing the payment, they can select a different payment method to complete the order.

Thank you.

WOW! It’s only taken Afterpay almost two months to respond to my message on this board.

I have multiple examples of where orders did NOT process correctly, where the receipt shows an Afterpay sale, with an Afterpay token, when it was really a Klarna sale (Obviously after the sale didn’t process thru Afterpay.)

If I didn’t have these issues, there would have been no reason to even inquire about the problem.

I asked almost two months ago, if I could send you copies here, because no one ever responds to tech support tickets on the Afterpay website. As usual, there was no response until today, almost two months later. The response doesn’t address the problem at all.

Hi @robadeedoo123,

Thanks for your messages.

Afterpay tokens are recorded in the order notes as plain text messages only. Unlike post meta data, they are not accessible from the order object. This alone is unlikely to prevent other payment methods from finalizing the order, as other plugins cannot easily access the Afterpay tokens in the first place.

Thank you.

Hi @photomj,

Thanks for your message.

The support ticket history was investigated two months ago, and it was found that two instances (one in May 2021, the other in August 2021) were escalated to the engineering team. Both support tickets had been responded to with solutions in a timely manner. However, access to the website was never provided.

The team would be happy to investigate further. To facilitate this, the engineering team would require access to a staging environment where the behaviour can be reliably reproduced. As mentioned in the thread above, Afterpay tokens are unlikely to be a cause of conflict, because they are not easily accessible by third party plugins.

Thank you.

Hi @photomj,

The team managed to get a test account with Klarna, and have just tested the scenario in a clean environment, but could not reproduce the issue. The correct payment method name is shown on the order page. Please see the attached screenshot.

At this stage, the best guess would be that some third party plugin (e.g. order management systems) that may have been installed on the website is responsible for this. The team will not be able to assist to find out until they get a chance to access the dashboard and take a look.

Thank you.

You said: “The support ticket history was investigated two months ago, and it was found that two instances (one in May 2021, the other in August 2021) were escalated to the engineering team. Both support tickets had been responded to with solutions in a timely manner. However, access to the website was never provided.”

I don’t know what you are talking about here, because every time Afterpay has asked for access to the website, it has been provided. In fact, I have never deleted any of the admin access accounts I have provided to Afterpay, so any of them could still be accessed to date.

I also have several different websites with Afterpay on them, so are you sure you are looking at the correct website?

The problem I wrote about here I never escalated to Afterpay, because a Klarna Engineer was working on it for me, back in October 2021. I just went back and reviewed his in-depth notes, and he said he didn’t think the issue was with Afterpay or Klarna, but rather Woo Commerce. When I contacted Woo Commerce about it, (months ago), naturally they said to contact Afterpay, because they never fix anything. I contacted you guys here, and another 2 months went by.

I can’t seem to find the screen shots I had sent Klarna, so here is the message the Klarna Engineer sent to me:

———

“The original order is being made by a customer selecting Afterpay first as their payment option in the checkout screen. From there, Afterpay either does not load or the customer reconsiders, and then when leaving that Afterpay screen they are brought back to a checkout screen to choose a payment method. In this checkout screen is the canceled Afterpay token since it was originally picked as Afterpay. This is an issue with WooCommerce/your site’s checkout.

…The large arrow from the previous screenshot is enlarged below. As you can see, on this page the order is showing as CANCELLED even though it has not been fully placed, but what you also see is an order token being generated, this order token is an Afterpay token.

You will see that this token looks familiar with the order token generated in the example orders you sent me initially. This means that the customers you sent have essentially followed these steps I listed. They start with Afterpay, some way or another they decide against using Afterpay, they are redirected to the checkout screen and continue their purchase with ?Klarna.

?In WooCommerce, this is creating an order based on the initial token from Afterpay that was selected, which is why both your invoice and your order management both show the order as being an Afterpay order even though it was paid with Klarna instead.

I do not believe this is an issue with either Afterpay or us here at Klarna, these seem to be caused by the process of your checkout, AKA WooCommerce. I do hope this helps understand the situation more, if you have absolutely any questions on what I mentioned (I know it was a lot), feel free to reply back and I can provide more insight”

———

So, Afterpay says it’s not their problem, and Klarna says it’s not an Afterpay or Klarna problem, and Woo Commerce refuses to help at all.

Same circle…..

Hi @photomj,

Thanks for your message.

The team have now been able to log in and investigate further. A test order (#33878) was placed initially via Afterpay, and then proceeded with two different payment methods. The order details page showed the correct payment method every time it was changed. Since it is a production environment, the ‘Payment Declined’ scenario cannot be tested. The team instead tested by abandoning the Afterpay payment and continuing the order with another payment option. In order to test the precise scenario that has been reported, to determine if a WooCommerce Order can be produced that displays an incorrect payment method, a staging instance would be required.

One historical order was identified with the incorrect payment method label (#33285). However, there are no logs for this order. Despite the Afterpay label at the top of the order record, all of the notes on the right are correct, and accurately describe the Klarna payment for the order. No further investigation can be performed due to the absence of logs for that date range.

If the challenge persists, the team would suggest troubleshooting by temporarily deactivating all nonessential plugins (e.g. performance optimization, etc.). Then keep monitoring the transactions for a time; a simpler environment may prove to be beneficial.

Thank you.