Payment exceptions user guide

This feature is for Early Adopter Program (EAP) users only, which is not yet accessible externally to the general public. Contact Magento Support for assistance.

An exception in your Order Management System (OMS) is an issue that cannot be processed. There are many possible reasons that this can occur.

The payment exceptions functionality in the OMS allow a merchant to reduce the impact of these issues by resolving them via a variety of possible actions. This approach allows an exception-plagued order to continue its normal flow, uninterrupted by payment exception issues.

Payment exceptions in your OMS

See all payment exceptions for your OMS in the Payment exceptions view—Sales > Payment exceptions.

Sales > Payment exceptions

Payment exceptions menu

In this view you see a detailed overview of current payment exceptions pending action.

Payment exceptions overview

Payment exceptions table

The following information is shown in the comprehensive overview:

Field Description
Order ID ID of the order affected by this payment exception
Order date Date when the order was created
Total amount Total amount of the order
Items Number of items that are in the order
Shipped Shipping status of the order when the payment exception occured
Event Type of event that created the payment exception
Exception date Creation date of the payment exception
Issued amount Amount that was issued for the corresponding payment exception
Payment method Payment method used for the payment exception
Payment ID ID of the payment event
Actions Available Actions for managing payment exceptions to allow orders to continue normal order flow

All orders with a payment exception will placed in an ON HOLD status with a PENDING_EXCEPTION_REVIEW status reason.

Just as you can within the Admin Dashboard view, you can directly click a specific order to see its details.

See Order details for more information.

To learn how to enable payment exceptions in your OMS, see the Enabling payment exceptions section of Payment exceptions integration.

Supported types

The OMS supports the following payment exceptions types:

  • Validate authorization
  • Capture

Sort orders

You can quickly filter the exceptions in this view, by Order ID, Order date, Issued amount, Payment method, Exception date, Payment ID and Total amount. using the Show filters option in the Payment exceptions view.

To filter payment exceptions:

  1. From the Admin Dashboard view or Operations Dashboard view, click the Payment exceptions tab.
  2. In the Payment exceptions view, click Manage payment exceptions, underneath the payment exceptions order list.
  3. Click Show filters and add your desired search criteria, such as payment ID, payment method, or order date.
  4. Click Apply. The search results below will show only the payment exceptions orders which match your search criteria.

    Show filters

    Show filters

Actions

Actions allow a merchant to efficiently manage payment exceptions for their orders, so that the orders may continue with the normal order flow.

Actions for a payment exceptions order are available in the Payment exceptions view per order, accessible via the Payment exceptions tab in the Admin Dashboard view or Operations Dashboard view.

Actions in the Payment exceptions view

Actions

To access Actions for an order, click Select for an order. The following four Actions options are available:

You can also access the available actions by clicking Actions in each of the View Details, Retry, Ignore and proceed, and Ignore and close views.

Actions view

Actions use messages to communicate to an external provider from your OMS. See the related magento.payments.payment_event_exception_management specification.

For more information about integrations for payment exception, see Payment exceptions integration.

View Details

The View Details Action allows for you to see the relevant payment exceptions details for the order from these sections:

  • Payment operation history
  • Payment details

Payment operation history

In the Payment operation history section you can see the timeline view of a specific payment exception.

Click the order ID in the top left-hand corner to see order details for that order.

This section displays all payment events that have occurred for this payment exception. In the example below, all the events are manual events, denoted as black dots for each event.

Payment operation history timeline

Payment operation details

Automatic events are denoted by white/open dots in the timeline.

Payment details

The Payment details section displays details of a specific payment exception.

Payment details

Payment details

Section Description
Payment stage Type of the payment event
Payment stage status Status of the payment event
Order date Date when the order was placed
Exception date Date when the payment exception occurred
Days since authorization Number of days since the authorization of this payment event occurred
Payment method Method of payment
Authorized amount Amount that was authorized
Issued amount Amount that was issued
Captured amount Amount that was captured
Customer name Customer name
Payment ID ID of the payment event (you can copy the contents of this cell)
Payment retries Number of times the payment event was retried

Retry

The Retry Action allows you to retry the event that created the payment exception. You can retry a capture that previously failed for an order.

For every payment exception you can see how many times an event has been retried from the Payment exceptions view view, accessible via the Admin Dashboard view.

Example of a retry action

Retry

To automatically retry a payment event, click Select for an order, then click the ** Retry Action.

Ignore and proceed

The Ignore and proceed Action allows you to ignore the failure and payment exception, and proceed with the order.

To ignore a payment exception and proceed with the order click Select for an order, then click the Ignore and proceed Action.

This action cannot be undone. The following potential results will affect the order flow:

  • Any items pending shipping will be sent.
  • The payment operation will be forced to a successful status.

Example of an Ignore and proceed Action

Ignore and proceed

Ignore and close

The Ignore and close action allows you to ignore the failure and close the payment exception.

To ignore a payment exception and close the edception click Select for an order, then click the Ignore and close Action.

This action cannot be undone. The following potential results will affect the order flow:

  • Any items pending shipping will be cancelled.
  • Any items already shipped will not incur a payment transaction.

Example of a Ignore and close Action

Ignore and close