# 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. | 2. 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. | 3. 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. | 4. 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. | 5. 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. | 6. "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. | 7. 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. | 8. 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. | 9. 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. | 10. 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. | 11. "Cart is Currently in Use" Error [Salesforce Knowledge Article Number: 002722661](https://help.salesforce.com/s/articleView?id=002722661\&type=1) | 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. | 12. 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. | 13. 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. | 16. 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. | 17. "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. | 18. Orders Created in Draft Status [Salesforce Knowledge Article Number: 000393690](https://help.salesforce.com/s/articleView?id=000393690\&type=1) | 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. |