Webhook - Klarna (Invoice) Authorisation with manual capture partly fails if no originalPspReference exists

[AndreasA]

Describe the bug
In some rare cases, it is possible that the payment has been authorised in Klarna, but the redirect to the Shop fails or browser was closed prematurely.

This results in the payment not setting the original psp reference in that redirect.

Now the authorisation webhook is received, which is fine and the payment state is changed to authorised. However, the check regarding manual capture necessary etc. requires the original psp refernece which is missing.

Therefore, after changing the state to authorised nearly everything else fails and also no capture is possible. The order will not even show the received/processed webhook in the admin. I guess the notification should include some reference? or can this be done without the psp reference somehow?

It should also be possible to capture the payment in such a scenario.

Versions
Shopware version: 6.5.8.14
Plugin version: 3.15.0

[adyen-integrations-support]

Hi @AndreasA ,

This is just a quick note to inform you that we received your ticket and have already started working on resolving your issue.

If you have any further questions or concerns, please let us know.

Best regards

[adyen-integrations-support]

Hi @AndreasA ,

We have successfully reproduced the issue you described. The scenario involved completing a payment with Klarna and forcibly closing the browser tab before the redirection to the shop occurred. As a result, the original PSP reference was missing in both the adyen_payment_response and order_transaction tables. This caused the authorization webhook to fail during the capture process.

We are currently investigating possible solutions to address this scenario. We will keep you updated as we make progress.

Best regards

[adyen-integrations-support]

Hi @AndreasA ,

Thank you for sharing this suggestion for improvement and for providing detailed information.

At the moment, this feature is not planned in our current roadmap. However, we will keep your feedback in mind for future updates and enhancements to the plugin.

If you have any further suggestions or questions, feel free to let us know.

Best regards

[AndreasA]

Hi @teodoratimoti what is the recommended way to handle such orders?

Because, however unlikely this happens, the customer got an order confirmation as the payment is authorized which suggests to them that everything is fine.
However, for the shop owner it is not possible to capture the payment and therefore the payment cannot be completed.

Not sure if there might be a way to do so in Klarna admin directly but at least in Adyen admin there is no way to capture the payment, checked with someone that encountered that issue.

So the only way would be to either:

• cancel the order and kindly ask the customer to place the order again.
• To re-open the payment and kindle ask the customer to pay again.
• To change the customer's payment method to something else and inform them acordingly.

None of them seems like a good idea.

So personally, I think this is actually a bug that should be fixed. Or at least add an option to manually specify the original PSP refernce number for the capture request in the admin interface, if this occurs. That way one could find it in the Adyen admin and use it to capture the payment.

What I also know from past experiences that Klarna sometimes - although disabled in their admin interface - shows a success/confirmation page and the customer has to manually click in order to get back to the shop which a lot don't do as everything looks fine already. I know this is actually an issue on their end, but does not really help here.

[adyen-integrations-support]

Hi @AndreasA ,

Thank you for sharing these details and providing a comprehensive explanation of the issue.

We understand the challenges this situation presents for both the merchant and the customers. We are currently looking into this matter more deeply to determine the best course of action and evaluate potential solutions.

Once we have gathered more information and insights, we will get back to you promptly with our findings and recommendations.

Thank you for your patience and understanding.

Best regards