Some orders get cancelled automatically

[Frankie M]

We have a strange problem. Sometimes an order with payment method cash (Contante betaling v0.7.5 - door PrestaShop) gets cancelled automatically. Customers cannot cancel an order and we do not cancel the order.

 

The cancellation doesn't happen straight away but after some time.

 

Can somebody explain this and is there a solutions?

 

I attached some screenshots.

 

Kind regards,

 

Frank

 

 

[selectshop.at]

I think that the module in use is cancelling the orders, perhaps when customer has no fund on his account. As I don't know exactly how this module works, you should take a look into this. Ask the developer in any case.

[Frankie M]

It is a cash on delivery module. No funds are required.

Order goes straight to status processed.

 

Most of the orders keep that status. Only so now and then the status gets changed to cancelled.

[selectshop.at]

Only some orders, not all ? For modules you have the possibility to set status on Orders -> status tab. I was thinking you made some erroneous changes there on the module status.

 

What have the automatic cancelled orders in common ? Same products, same supplier, same shipping ?

[Frankie M]

This makes it more difficult. The only thing in common is shipping (created pickup) and payment cash on delivery.

But we have lots of orders with the same shipping (pickup) and payment cash on delivery.

[selectshop.at]

Hmm, so a real difficult case. In this case I will place some sample orders and see what is going on. Prestashop only set automatically the status which is set on configuration. If configuration is wrong, than all orders should have the same problem. If only some of them, there is no logic for it and difficult to debug.

 

Activate debug modus and try to place some sample orders.

[Frankie M]

That makes the problem very difficult indeed! There is no logic!

Will debug modus affect actual sales? This is a production environment.

How to activate debug modus?

[selectshop.at]

No, you cimply activate and de-activate. You can set your shop also on maintenance mode for a while. Tab Preferences -> maintenance. Add you IP and set maintenance mode (enable Shop = NO)

 

Debug modus:

 

Change on FTP file /config/defines.inc.php, as follows:

define('_PS_MODE_DEV_', false);

to

define('_PS_MODE_DEV_', true);

If there are no bugs, you will not see anything, so no errors on the top of the site (or error message when cart is placed).

 

After tests you can set it to false again.

[Frankie M]

What is the point in this case? Cancellation happens automatically some hours after the order is processed.

This will not show up in the debug log will it?

[selectshop.at]

Activate debug modus, to see, if there are some script errors, or at least with debug modus activated some inconsistencies in database when order is written. The sample orders you simply set than as cancelled for stats,

 

These problem orders are not creating an invoice automatically, are they ?

[Frankie M]

Let me try this on Saturday. Away for some days.

 

All orders create an invoice that is send to customers in an email.

[Frankie M]

We found the cause of the problem.

 

When someone uses the iDeal payment method and cancels that payment and then decides to proceed with that order paying cash on delivery the iDeal provider cancels that order at a later time.

 

So we will contact the iDeal provider to change the module.