Troubleshooting

Here you can find a list of different problems along with possible solutions. Let us know if anything is missing!

1. Orders

1.1 Order Error Payment Method not enabled

If orders of a certain payment method do not work at all, it could be that the logs show an error like this

The payment method is not enabled in your website profile

This means, that the payment method is not enabled in Mollie itself. So Shopware might be configured correctly, but you also have to login to your Mollie Dashboard and make sure that the payment method is also enabled there.

Please note, some payment methods need to be verified if you meet the requirements to be able to use them.

1.2 Order is refunded but stays paid

With one of the recent changes in Mollie, the process of a refund takes a bit. So if you start a refund, it's not automatically refunded and thus appears as "paid" in Shopware. Once the refund is complete, it will be automatically updated in Shopware using webhook notifications. You can open the transaction in the Mollie dashboard to see if a refund is in process.

1.3 Order Status not updated in Shopware

If you are wondering why the order or payment status of your order is not updated, then we might need more information from you when supporting you. Mollie should usually contact the Shopware shop about updates of a certain order.

Please see your Mollie Dashboard, open your order and verify that a so called "Webhook" was successfully executed. You should see this in the right sidebar in the order details in the Mollie Dashboard. If it's not visible, please see the linked transaction in the Mollie Dashboard too.

If it was successful, your order should have been updated in Shopware. In that case please open it in the Administration and see the status history section. Verify the dates and times of the transitions. Do they match the webhook? If you place the mouse above a timestamp, does it show a different system that executed a wrong transition? Is another third party plugin or a custom made plugin involved?

1.4 Why is there a status "open" in the order transition?

Shopware does not always allow every single transition. So it's not possible to transition something from "Done" to "In Progress". This does only with by doing a transition to "open" in between. In order to allow you a smooth configuration of your target states, the Mollie plugin handles those "helping transitions" autoamtically for you so that you don't have to do anything. The only misleading downside is, that its "open" before the expected "status" in those scenarios.