Order Are Intermittently Not Being Submitted In WebCheckout Oriented Payment Flow And Are Some Times Found In FAILED State Or Removed From OCC (Doc ID 2825943.1)

Last updated on MAY 23, 2023

Applies to:

Symptoms

The customer is using a WebCheckout-oriented flow to perform payments https://docs.oracle.com/en/cloud/saas/cx-commerce/21d/ccdev/integrate-web-checkout-system1.html
with a third-party gateway using the Generic webhook to issue Initiate, Retrieve and Complete (Authorize) requests.

The issues are:
1. For a number of orders the payment flow stops either after the Initiate or the Retrieve requests and does not progress to perform the Authorize request and order submission; the orders remain in INCOMPLETE state
2. Furthermore, a number of those orders are then found in either FAILED state or removed/deleted from OCC. It was also observed that if the end-user tries to remove the last item, after the InitiateRequest was performed, then the order is moved to FAILED state but if RetrieveRequest has been performed as well (next step) then the order is allowed to be removed.

Cause

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