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Story 51.5 Payment Link Failure Handling for On Hold Orders

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General info

We’re improving the handling of HiPay payment links for direct bank transfers. When a customer receives a auto-generated payment link by email but subsequently fails to complete payment, the system should:

Only for orders that were already in On-Hold status with the Direct Bank Transfer method

  • Prevent false "oder did not go through, item back online" notifications sent to sellers

  • Notify the buyer of the failed attempt with instructions and banking details

  • Keep the order in On-Hold state with a note of the failed method

  • Allow subsequent retries without resetting the order status

  • Upon a successful retry (same link or alternative), update the order to Processing and reflect the actual payment method

Existing Problem

  • When a customer tries paying with the auto-generated link and the transaction fails, then the “on hold” order switches to “failed”. Described in


    SCLB-1250

Changes

  • New buyer-facing failure email after a HiPay link failure, limited to on-hold direct bank-transfer orders

  • Suppression of seller back-online notifications on payment-link failures for those orders

  • Retain order status as "On-Hold" and log failure in order notes only for pre-existing on-hold orders

  • Update payment method on successful retry (link or alternative method)

User story

As a customer, I want to pay via a payment link from the email “Invoice: We are waiting on your payment). Using a auto-generated payment link on an existing on-hold order, When my initial payment attempt fails via HiPay, Then I want to be able to retry the transaction. The Order should stay “On Hold” until I’ve successfully paid.

Note: This flow should also work for manual orders with status “on hold”.

Acceptance criteria

#

Gherkin Scenario

01

Scenario: Payment link failure suppression for on-hold orders
Given: an order is On-Hold with “Invoice…” w payment link email sent
When: a payment attempt via the HiPay link fails
Then: the order remains On-Hold
And: the seller does not receive a "product back online" notification
And: the products Quantity does not change

Note: We might send the email “Invoice…” w payment link for On Hold orders with ALL PAYMENT METHODS in the future, not just Direct Bank Transfer. Please respect this future change.

02

Scenario: Buyer failure notification email
Given: an On-Hold Direct Bank Transfer order’s HiPay link payment has failed
When: the failure is detected
Then: send an email to the buyer with:
– Notice that the payment failed
– Order remains active/on-hold
– Direct bank transfer details (IBAN, BIC)
– Link to retry via HiPay

02

Scenario: Log failure in order notes and slack notifaction
Given: an On-Hold order’s payment link failure event
When: failure is processed
Then: add an order note: "Payment attempt via {method} failed on {timestamp}. Order remains On-Hold."

And: send slack notificaction in channel #transactions: "[Order# link] Payment attempt via {method} failed on {timestamp}. Order remains On-Hold. [link to hipay transaction]"

03

Scenario: Retry succeeds with HiPay link
Given: a prior failure on a HiPay link for an On-Hold Direct Bank Transfer order
When: the customer retries and succeeds via the same link
Then: confirm order status moves to Processing 
And: send out email to buyer: order confirmation

And: update payment method to [payment method] 
And: reflect payment method in
– Order confirmation page
– My Account
– invoice
– WooCommerce order
– Airtable

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