B2B stores created with the LWR template in Spring ’23 or later process orders
asynchronously. Asynchronous order processing improves store performance and responsiveness.
However, when an order is processed asynchronously, the store can sometimes generate failed
orders (PlaceOrderFailed exceptions). To handle these exceptions, you give the Commerce admin
access to the Process Exception object and activate the Retrigger Place Order flow.
Required Editions
Which
Salesforce Commerce Product Do I Have?
Salesforce recommends that you use Streamlined Place Order, or remove the custom flow
used to create Order Summary if you want to use older Place Order APIs. If you're not using
Streamlined Place Order, a successful order can be created using a custom flow, while the cart
is stuck in Pending state. In this case, the Order Summary page could show multiple entries
for the same order.
If you enable the setting to Release reserved resources on failed orders, then carts are
moved to the Failed state, instead of creating a process exception. Enabling this toggle
releases reserved inventory and redeemed coupons. Separately configure payment reversal. See
Release Resources and Reverse Payments for Failed B2B Commerce Orders.
- Modify Sharing Settings to Resolve Failed Orders for B2B Stores
To let a Commerce admin resolve process exceptions for failed orders (PlaceOrderFailed), modify the sharing settings for the Process Exception object.
- Retrigger Failed Orders in a B2B Store with an Automatic Flow
When an order fails (PlaceOrderFailed), a process exception record is created. As a Commerce admin, you can view the record to investigate the cause and fix it. After the record’s status is changed to Resolved, you can use the Retrigger Place Order flow to place the order gain.
- Resolve Asynchronous Order Failures for a B2B Store
When an asynchronous order fails with a PlaceOrderFailed exception, the exception is converted into a process exception record. You can then view the record and investigate the cause of the error. After you fix the problem and change the record’s status to Resolved, the Retrigger Place Order flow resubmits the order.
- Orphaned Payments in Your B2B Commerce Store
Orphan Payments Sweeper automatically reverses or refunds payments that were authorized or captured at checkout but never tied to a completed order. The sweeper prevents funds from remaining stranded when a checkout is interrupted or abandoned. For abandoned authorized payments, the sweeper reverses the authorization or refunds the captured amount. The number of days required for the reversal or refund depends on the payment method.
- Release Resources and Reverse Payments for Failed B2B Commerce Orders
You can specify that when an order fails in your B2B store, reserved resources, including inventory reservations and coupon redemptions, are automatically released. You can also configure your store to automatically reverse payments associated with the failed order.
