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7. Troubleshooting

Troubleshooting

Before creating a support ticket it can be a good idea to try to locate the issue yourself. Or at least – to determine where the issue is located and prepare as much as possible.

Here is a step-by-step guide on how to troubleshoot your store and prepare your support question before submitting it to us.

If you still have problems and issues after you have gone through the steps in the link above you’re welcome to get in touch with support@qliro.com.

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Order already exists

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Error Message: “There was a problem updating merchant reference in Qliro’s system. Error message: Order with reference ‘xxxx’ already exists.”

If you have different stores, for different markets for instance, but use the same Qliro MID it can result in the same order number existing in two different stores. This causes a problem since the order number can only exist once in Qliro’s system.

One way to solve this is to use a plugin like Sequential Order Numbers Pro for WooCommerce, or similar, where you can make sure each store has a unique order number.

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Payment reference is incorrect

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Error Message: “PAYMENT_REFERENCE_IS_INCORRECT”

When changes are made to an order in the Qliro Merchant Web the transactionID gets updated. These changes will not be synced to the WooCommerce order. This means that the order in WooCommerce and Qliro order will no longer have the same PaymentTransactionId and will result in the error above if/when the merchant then try and capture the order via WooCommerce.

If this happens you need to disable the order synchronization in the Qliro metabox on the WooCommerce order, and instead handle the orders manually.

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Timeout error

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Error Message: “Frontend JS 123456789: Timeout error | Timeout when placing the WooCommerce order”

The parameter MerchantOrderValidationTimeoutInSeconds is a value in Qliro’s system that is set individually for each account. The default setting is 30 seconds, but it can be adjusted to other values.

Qliro for WooCommerce assumes that MerchantOrderValidationTimeoutInSeconds is exactly 30 seconds. If this is not the case, there is a risk of encountering the aforementioned error message.

If you suspect that the timeout is set to something else than 30 seconds you need to contact Qliro to ensure that the number of seconds is correct.

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