Klarna checkout payment capture error

  • kebom

    (@kebom)


    2 years ago

    We are using Klarna checkout with Vipps as a payment method and are experiencing an issue where some orders cannot be completed due to a Klarna error (Klarna order could not be captured due to an error.).
    This has been happening since late December and now happens nearly once every day.
    We currently just manually capture the affected orders on the Vipps dashboard.

    I can not find any differences between the orders that have issues and the ones that don’t.

    I already reached out to the Klarna checkout plugin author about the issue.
    They have investigated it, and this was their reply:

    The order is created by a purchase in Klarna Checkout for WooCommerce with Vipps as an external payment method.
    The error note is created by our plugin Klarna order management because no order is found in Klarnas system.
    There is not supposed to be an in Klarnas system because it was paid with Vipps and is created in their system.

    I asked one of our developer about this, and they say it is most likely a Vipps issue.
    My suggestion is that you contact Vipps support.

    The page I need help with: [log in to see the link]

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  • Plugin Author Iver Odin Kvello

    (@iverok)

    You may have seen previous discussion of this on this forum; basically for an unknown reason *possibly* connected to user action the order gets erroneously reset to a Klarna order in Woo after having been successfully completed in Vipps. You can change the payment method of the order in the woo database to be able to capture the order; or you can use the Vipps dashboard as you have been doing.

    We’ve been in contact with the KCO developers about this, but unfortunately since we don’t have a replicable case, and since it happens only very seldomly, the reason is unknown. It is possible it has to to with users somehow reloading the Klarna checkout screen after or during completing payment, but that’s just a theory.

    Because this has been so difficult to debug, the very last version of the Vipps plugin implements a failsafe that re-resets the payment method to Vipps when the payment is completed; either via the Vipps Callback, or when the customer returns to the store. You should then see a log message of the type

    Payment method reset to Vipps - it had been set to KCO while completing the order for %d

    – both in the order log and in the woo-vipps WooCommerce log indicating that the error occured; but this will also have reset the payment method to ‘Vipps’ which should allow you to handle the order normally in the WooCommerce backend.

    The issue is not a Vipps issue, but unfortunately somewhere in the combination of KCO, Vipps and unexpected user behaviour. Hopefully the failsafe in the latest version will help.

Viewing 1 replies (of 1 total)
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