If your order status has not been updated in Magento has remained on ‘Pending Review’ there are 2 possible causes. Either your payment is an abandoned offer or there is an issue with your notifications, which are needed to update your payment status.
Abandoned offers are created when the customer is redirected for 3D authentication, but then abandons the session during the payment process. Offers can be found in the Customer Area > Transactions > Offers.
Offers can cause your inventory to be blocked and cause confusion in your order table. We can send the OFFER_CLOSED notification to close and cancel your abandoned offers in Magento. To enable the notification, please contact support. Please note that once we enable the notification for you this only applies to your new orders, old orders will need to be closed manually from the database. The time period that we send out the notification differs per payment method (e.g. 12 hours for card transactions). Due to differing business models we can adjust the time period for the notifications but not for all payment methods (e.g for bank transfer it cannot be adjusted) . We do not advise decreasing the time period as it can result in edge case issues where Magento will not allow us to reopen the closed orders.
Notifications not being received
If the status is not updated in your Magento environment, it is often related to one of the reasons described here. Often your payments will get stuck in pending review as the authorisation notification is not received.
Most often the issue is related to your server communication and cron. In that case the comment history on your order page would not show the “Adyen HTTP Notification(s)” messages.
In order to process payments, the Magento cron will have to acknowledge each of the notifications we send to your server with an [accepted], more information on notifications be found here. Second, your cron will need to process the notifications.
- Accepting the notifications: In this case the server communication then appears in red with a troubleshoot button. If you would like to troubleshoot why the notifications are stuck, please find more information here: Developers >> Webhooks >> Troubleshoot.
- Processing of the notifications: If the notifications are being [accepted], it could also be the issue that the cron is not processing the notifications. This can often be checked by ’testing’ the configuration in the Webhooks (with the Edit & Test button). In those cases, please check your cron.