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Troubleshooting Checkout Issues

Common issues encountered during the B2B Commerce checkout process and provides guidance to help identify and resolve them.

  1. OOTB Checkout, Payment, or Place Order API Fails
Action Troubleshooting Notes
Check for concurrent modifications Verify if other endpoints or custom code are concurrently modifying WebCart.
Validate last /checkouts API response Last operation on checkout should return 200.
Handle 202 response If last /checkouts API returned 202, wait until GET /checkouts returns 200, indicating asynchronous operations completed.
  1. Custom Components Can’t Update Checkout Information
Action Troubleshooting Notes
Verify checkout page load status Check result of last GET /checkouts call. 202 response means checkout wasn't completely loaded.
Update customization logic Modify customization to wait for GET /checkouts to return 200 before attempting updates.
Use out-of-the-box APIs Use OOTB APIs whenever possible. For example, OOTB API for updating phone number includes necessary validation at invocation.
  1. Payment or Billing Information Gets Overridden
Action Troubleshooting Notes
Review API orchestration Observe API call sequence and compare against standard OOTB Checkout flow.
Identify post-payment checkout API usage Check if any Checkout API is used after entering payment/billing information. For example, updating shipping address re-runs calculators and invalidates payments if total amount changes.
Check custom Apex calls Inspect all custom Apex calls made after entering payment/billing information. A customization might be overriding fields.
  1. Payments Created But Not Updated on WebCart
Action Troubleshooting Notes
Examine /checkouts/payments PostAuth responses Look for failures in PostAuth API response.
Identify concurrent modifications Most frequent cause is concurrent modification. Look for concurrent custom code modifying cart state.
Avoid concurrent cart modifications Eliminate concurrent calls modifying cart state.
Verify pre-payment /checkouts status Verify last /checkouts call returned 200 before invoking payments. If not, modify orchestration to wait for 200 response.
  1. Order or Order Summaries Not Created
Action Troubleshooting Notes
Check Checkout API failures Review responses of all Checkout APIs for failures.
Focus on CheckoutPayment PostAuth API Common point of failure. Refer to troubleshooting steps in "Payments Created But Not Updated on WebCart."
Verify subsequent API success Ensure APIs following payment step (PlaceOrder/SubmitOrder) were successful.
Review process exceptions Navigate to Setup > Process Exceptions and check for recent exceptions. See Process Exceptions for more details.
Troubleshoot high scale order ingestion If High Scale Order Ingestion is enabled, try disabling and re-enabling Order Ingestion from Setup > Order Management.
  1. "Payment Method Isn't Authorized" Error
Action Troubleshooting Notes
Check paymentMethodId and paymentGroupId on WebCart Verify both fields are present on WebCart. This applies to Commerce Webstore Checkout Orders API.
Validate payment amount sum Ensure: PaymentGroup.TotalAuthAndSaleAmount + PaymentGroup.PendingAuthAndSaleAmount = WebCart.GrandTotalAmount (or FirstPymtGrandTotalAmount for subscriptions). Applies to Commerce Webstore Checkout Place Order Action API.
Validate custom solution If using custom payment solution, ensure it incorporates required field validations.
Verify OOTB solution If using OOTB payments, verify CheckoutPayment APIs response was successful.
  1. Order Summary Displays $NaN for $0.00 Line Items
Action Troubleshooting Notes
Check for custom calculator Determine if custom calculator is used for price or promotion logic.
Identify null/undefined price fields Check if any price fields are left as null or undefined instead of being set to 0.
Fix custom calculator Update custom calculator to explicitly set fields to 0 instead of null or undefined.
  1. Shipping Options or Delivery Methods Don’t Load (No Errors)
Action Troubleshooting Notes
Check for custom shipping calculator Determine if shipping calculator is custom implementation.
Verify shipping method generation (custom) If custom, ensure calculator successfully generates and returns shipping methods.
Verify CartValidationOutput (custom) If custom, ensure it creates CartValidationOutput for failure scenarios. Otherwise, checkout may get stuck in bad state.
  1. Phone Numbers Converted to E164 Format
Action Troubleshooting Notes
Understand phone number validation Default validation converts input to E.164 format, removing hyphens.
Disable validation (workaround) Enable org permission CheckoutSkipPhoneValidation.
  1. ListPrice on OrderItem Doesn’t Map from CartItem
Action Troubleshooting Notes
Understand default mapping By default, CartItem.SalesPrice maps to OrderItem.ListPrice.
Change mapping Enable org permission SalesPriceToListPriceMap. This maps CartItem.ListPrice to OrderItem.ListPrice instead.
  1. "Cart is Currently in Use" Error

Salesforce Knowledge Article Number: 002722661

Action Troubleshooting Notes
Identify source API Pinpoint which API is returning this error.
Check for concurrent calls Error indicates multiple concurrent calls attempting to update cart state.
Eliminate concurrent calls Refactor process to eliminate concurrent calls modifying cart state.
  1. CartCheckoutSession Not Created
Action Troubleshooting Notes
Check for custom creation logic Determine if customization creates CartCheckoutSession before invoking Checkout API.
Use single creation method If custom logic exists, use only one method. Use standard Checkout API for this operation.
  1. Orders Created Even When Payment Fails in B2B LWR Store
Action Troubleshooting Notes
Identify Payment Provider and Webhook Usage Check if a payment provider, such as Adyen is used, which confirms payment via a webhook.
Check for Place Order API Usage If the webstore uses Place Order API, orders are created immediately without waiting for the payment confirmation webhook, leading to order creation even on failed payments.
Switch to Place order Action API (Recommendation) The recommended solution is to switch to Place order Action API, which only creates Orders after payment is confirmed by the webhook.
  1. Out of Stock Error When Inventory Available
Action Troubleshooting Notes
Check cart size limit B2B stores have hard limit of 500 line items per order.
Check OCI limit (if enabled) If Order Confirmation Integration (OCI) is enabled, there's a limit of 100 product ID and location combinations per request.

15."Invalid checkout session status. Expect: PendingClosed, actual: Active" with cartToOrderSummary

Action Notes
Check for Place Order Action API Determine if Place Order Action is enabled. See Streamline Place Order.
Compatibility issue If Place Order Action API is enabled, Apex method Sfdc_Checkout.CheckoutOrderService.cartToOrderSummary isn't supported.
  1. Incorrect Payment Amount
Action Troubleshooting Notes
Check API orchestration timing Payment was likely initiated before waiting for all Checkout APIs to complete (before receiving 200 response).
Potential amount changes Amount fields on WebCart can change after asynchronous calculators complete. Always wait for 200 status.
  1. "We Can't Find Checkout" Error
Action Troubleshooting Notes
Check OptionsCartCalculateEnabled If OptionsCartCalculateEnabled is disabled, this error is expected. New CartCheckoutSession is required after cart is modified.
  1. Orders Created in Draft Status

Salesforce Knowledge Article Number: 000393690

Action Troubleshooting Notes
Check for concurrent calls Concurrent calls modifying Cart and Checkout entities compete with Order Activation process, resulting in activation failure and order remaining in Draft status.
Eliminate competition Ensure no concurrent processes modify Cart/Checkout entities during Order Activation phase.