What should happen with Canceled or Declined payments? (Stripe, Paypal)

Launched a new shop in the past fortnight, and am frustrated to find some scenarios I've not paid attention to closely on some older eshop sites that have less transactions, and that I'd not built (inherited the maintenance). Looking into some of the sites that I have eshop on, I've now found lots of matching scenarios, so have about a dozen sites that I want to solve this issue on.

Posting here to assist others, but once conversation begins with JoomDonation team, I'll raise a ticket if required.

What expected behaviour is:

• When a payment started by a customer, they get to a point where the payment gateway is triggered and displayed:
  • Stripe checkout window loads or
  • Paypal Standard Checkout pop up window loads
• If a payment is completed, the order is then processed and status changed to "Complete". Ideally most transactions go this way.
• If a customer decided to cancel the payment and return to the cart
  • Option 1: The order is cancelled, and should have it's status changed to Cancelled so the shop owner can see the order has been cancelled.
  • Option 2: The customer changed their mind about the payment type or realised there was going to be an issue, and the customer is then returned to the website and given the option to modify their cart and try the purchase again or otherwise abandon their cart. This should return the customer to the page in the cancel_url parameter, and then process the cancellation of the order.
  • Option 3: The customer attempted the transaction and there was an error and the transaction failed (incorrect card number, insufficient funds etc). The user will typically try the transaction again to correct the error, but then will either have a successful payment on a subsequent attempt, or will choose to cancel and be redirected to the cancel_url per Option 2.
• An abandoned cart in light of the above is then where they've added items but not yet moved to checkout.

Current Scenario
From the configuration that I currently have, the above options do not work as expected.

• Payment commenced by customer works as expected and shows either Stripe or Paypal payment plugin they have selected.
• If a payment is completed, this works as expected and the order is Completed.
• If the customer cancels and returns to the cart:
  • They are taken to an "Order Cancelled" page (expected behaviour)
  • The order IS NOT CANCELLED (Option 1)
  • The customer is not given the option to modify their cart and try again (Option 2)
  • The order remains as Pending status even if the payment failed. The status should change to Failed (or other selected option - this can not be set in the Payment Plugins currently)

If there's users that have workarounds or code to improve the payment plugins so that they process the Cancelled and Failed payments properly, please advise so that I can modify the code on my sites, and so that JoomDonation EShop team can improve the payment plugins to better cater for the above scenarios.


A note on configuring Paypal Standard Checkout...
There's a scenario where Paypal STC will load in an unusual way that is not specifically documented in EShop plugin.

If you're using Joomla "System - HTTP Headers" plugin, you need to set

• "Referrer Policy" to "strict-origin-when-cross-origin"
• "Cross-Origin-Opener-Policy" to be "same-origin-allow-popups"

Otherwise the Paypal plugin will:

• Open a blank popup window on top of the page
• Open the Paypal Checkout in a pseudo-modal view on the page.

In addition to not being the desired functionality, it also leads to Paypal not transacting properly, as well as confusing the customer.

Dear Patrick Jason,

Thank you for submitting the post here. I read whole of your post. And I think you are right. I think I need to improve EShop to have more cases of processing orders as you suggested. I will work on it soon and get back to you via ticket system.

Thank you again for your suggestion.

Sincerely, Giang

Has there been any progress on this? I just tested the Stripe Checkout payment option, and a cancelled transaction is still showing as "Pending", not as "Cancelled", as I would have expected.

Liam,

In the interim I've renamed "Pending" status to "Payment Incomplete" to show that as the likely cause.

I've further created a "Complete after retry [See other order]" that I change the pending order to so that it shows the orders that have been completed after the customer tried again. That then tidies up the orders so you can see the ones that are possibly then abandoned carts that the seller can then follow up to find out if there was an issue.

This is all practical for a low to moderate volume of sales, but if you have high sales volumes then improvements would be good to have in place to ideally post-process the pending payments when there's an issue.

Patrick

Hi Patrick,
yes, I've also renamed some of the Order Statuses and set them in the Configuration. I only allow guest (not registered) checkouts, so in my case, incomplete (or "Cancelled") orders can't ever be completed (the user has no way to get back to the Stripe payment page). I've actually set up a bit of a hack using a template override of the Orders view on the backend that changes the status of any Stripe payment order that's incomplete after 24 hours to "Cancelled". This prevents our managers from having to manually track down and update any of these orders, since once the cart is abandoned on Stripe, it's a dead (and unrevivable) order.

This works for my needs for now, but it would be great to have the component handle this scenario more elegantly out-of-the-box.

Hello Patrick and Liam,

On the latest version of EShop, it supports to process Cancelled and Failured orders. If payment plugin suppot cancel order function, then the order status should be set to Canclled automatically.

Sincerely, Giang

Hi Giang,
will the Stripe plugin support this?

Hello Liam,

Please submit a new ticket to EShop category so I can send you the new Stripe Checkout payment plugin which supports this.

Sincerely, Giang