After Order Payment Process
In Shopware 6, payment and ordering are completely separate. This means that, unlike in Shopware 5, an order is triggered as soon as the customer clicks on Submit payment in the checkout.
Settings
In the settings of your administration you have the possibility to configure the event actions, which for example should occur after an order without payment and the display in the shopping cart.
Flow Builder
To configure individual settings for the different actions/business processes, you have the possibility to combine triggers (e.g. certain order/payment state) with rules (e.g. payment methods) and e.g. email templates to so-called flows, which are then triggered by these triggers. Yo can find them in the administration at Settings > Flow Builder. In the overview you will see a list with the predefined flows.
Active (1): In this column you can see which flows are enabled or disabled.
Name (2): In the Name column you will find the corresponding flow, which will be triggered after activation and if the trigger applies. This is a required field if you create a new flow using the Add Flow (6) button.
Trigger (3): This column shows which trigger is used for the flow. This field is also required when you add a new flow.
Description (4): For each flow, you can specify a description in addition to the name if you would like to differentiate more easily between the flows.
Flow-Options (5): Using the three-point menu, you can edit or delete an existing flow.
Add Flow (6): Using this button you can add new flows.
When you edit or create new flows, you can specify a name, description and the priority in the General tab (1). You can also activate or deactivate the flow here. You can then configure the flow itself by switching to the tab Flow (2).
First you have to select the trigger (1) of the flow. This can be, for example, reaching a specific state. Then you can add a condition (2) based on a rule from the Rule Builder, which triggers one or more actions if the condition is true or if the condition is false. The condition can also be skipped, so that the trigger directly executes an action.
For actions where a mail template is to be sent, you can also specify who the recipient of this mail should be. Here you have the choice between the following options:
Standard: The recipients provided by the system (customer or shop owner).
Admin: All users marked as administrator
Custom: Any email addresses
Shopping cart
If you want to allow your customers to cancel their order afterwards, for example after a payment cancellation, you can configure this function in the Settings > Cart settings. Activate the option Enable refunds.
The payment process
Order overview
As soon as an unpaid order with a payment method such as PayPal is available, you will see it in the order overview with the payment status "failed". This does not mean that there is a technical problem with the PayPal extension, but that the customer has not yet made the payment. This can be the case if the customer deliberately cancels the payment or there is a discrepancy with the customer's PayPal account.
This occurs when a payment fails. As soon as this is the case, the customer is again given the option to complete his payment with another payment method. The background to this is that the order and the payment are detached from each other. The order is therefore received by the system despite the failed payment. Only the payment status remains "Open". The customer can continue with the selection of another payment method and does not have to worry that the entire order has been canceled.
To make this process more transparent, here is a simplified diagram of the technical process.
View in the Storefront
If an order has been placed but not paid for, the customer will first receive a notification that the payment process has failed. If the customer now clicks on the link Change payment, the order will be made available again in the checkout process. Here, the customer has the option of using the same payment method again or changing it to another payment method.
In this overview, the customer not only has the possibility to complete the order but also to cancel it. However, the option to cancel the order is only available if you have activated this option in the administration under Settings > Cart settings > Enable refunds.
The customer has another possibility to restart the payment process within his account.
The customer can either repeat the order by clicking on the red button Complete payment or by clicking on Repeat order in the context menu. The payment method can also be changed again by clicking on this button.
If the option to cancel is activated in the settings, the customer can also cancel his order at this point.
As long as the order has not been set to the status "paid", a change of payment method can still take place or the payment can still be completed. Once the status "paid" has been reached, the order can only be cancelled by the customer.