Troubleshooting

Common issues with booking orders and their resolutions.

Order Stuck in ACCEPTED

Symptom: Order remains in ACCEPTED status for extended period.

Causes:

• User abandoned payment flow
• Payment page timed out
• Payment provider issue
• Network interruption

Resolution:

1. Check if payment was actually completed with provider
2. If paid but not reflected: Manually update status to PAID
3. If not paid: Wait for automatic cleanup (24h) or manually close
4. Contact user if payment issue on their side

Prevention:

• Users should complete payment promptly
• Avoid network-intensive activities during payment

Order PAID but No Reservations

Symptom: Order shows PAID status but no reservations in list.

Causes:

• Reservation creation failed silently
• System error during processing
• External supplier unavailable

Resolution:

1. Check Events tab for ORDER_ENCOUNTERED_ERROR
2. Review error message for root cause
3. If supplier issue: Wait and retry or contact supplier
4. If data issue: Correct and retry via API
5. If unrecoverable: Process refund

Investigation Steps:

1. Go to Order Details
2. Navigate to Events tab
3. Look for ORDER_PAYMENT_VERIFIED_TO_BE_PAID
4. Check if ORDER_RESERVATION_CREATED follows
5. If missing, find ORDER_ENCOUNTERED_ERROR

Order FAILED with Error Event

Symptom: Order shows FAILED status with error in event log.

Causes:

• Supplier rejected booking
• Ticket issuance failed
• Timeout during processing
• Data validation error

Resolution:

1. Read the error event data carefully
2. Identify the specific failure point
3. Determine if recoverable:
   • Recoverable: Retry manually or via supplier portal
   • Not recoverable: Process refund

Common Error Messages:

Order FINALIZED but Reservation IN_PROGRESS

Symptom: Order shows FINALIZED but reservation status is IN_PROGRESS.

Causes:

• Auto-ticketing still pending
• Status not updated after manual resolution
• Database inconsistency

Resolution:

1. Check if external reservation is confirmed
2. If confirmed: Update reservation status to OK
3. If pending: Wait for background job (retries every 5 min)
4. If failed: Investigate and resolve

Reservation Missing External ID

Symptom: Reservation exists but reservationId is null.

Causes:

• External booking failed
• ID not saved due to error
• Partial processing

Resolution:

1. Check external system for booking under buyer's ID
2. If found: Update reservation with correct ID
3. If not found: Reservation creation failed, investigate error events

Refund Not Processing

Symptom: Refund initiated but not completing.

Causes:

• Payment provider issue
• Insufficient information
• Transaction already refunded
• Provider-specific limitations

Resolution:

1. Check payment provider portal for refund status
2. Verify transaction is eligible for refund
3. Check for error responses from provider
4. Retry if transient issue
5. Contact provider support if persistent

Provider-Specific Notes:

Corporate Order Blocked

Symptom: Corporate user cannot complete booking, sees error.

Policy Block:

"Booking blocked by company policy: [details]"

Resolution:

1. Review the violation message
2. User can: Modify booking to comply with policy
3. Admin can: Adjust policy rules if appropriate
4. Alternative: Submit as booking request for approval

Budget Block:

"Budget exceeded and booking is blocked"

Resolution:

1. Check user's remaining budget
2. User can: Wait for next budget period or use personal payment
3. Admin can: Increase budget allocation
4. Alternative: Submit as booking request for approval

Multiple Reservations, Some Failed

Symptom: Order with multiple services, some succeeded, some failed.

Example: Flight confirmed, hotel failed.

Resolution:

1. Assess which reservations succeeded
2. For successful reservations:
   • Can remain active, or
   • User may want to cancel (coordinate with them)
3. For failed reservations:
   • Investigate error
   • Retry if possible
   • Partial refund if not recoverable
4. Update order status appropriately

Event Data Not Showing

Symptom: Can't view event data in dashboard.

Causes:

• Permission issue
• Large event data
• Browser issue

Resolution:

1. Check you have events:read permission
2. Try refreshing the page
3. Clear browser cache
4. Use API directly: GET /admin/events?entityId={orderId}

Order Appears in Wrong Status

Symptom: Order status doesn't match actual state.

Causes:

• Background job hasn't run
• Manual intervention didn't complete
• System error

Resolution:

1. Verify actual state:
   • Check reservations externally
   • Check payment provider
2. Update status manually if needed
3. Document the correction

Automatic Cleanup Not Working

Symptom: Old ACCEPTED orders not being cleaned up.

Causes:

• Cron job not running
• Lock held by another process
• System resource issue

Resolution:

1. Check if cron job is enabled
2. Review system logs for job execution
3. Manual cleanup: Update status to NOT_PAID
4. Escalate to technical team if systematic issue

Debugging Checklist

When investigating any order issue:

• Note the order ID
• Check current order status
• Review all events in chronological order
• Identify the last successful step
• Find the first error event
• Check external systems (payment provider, IRIX)
• Document findings
• Determine appropriate resolution
• Execute resolution
• Verify order is in correct final state
• Update any tracking tickets

Escalation Paths

Common Questions

Can I recover a NOT_PAID order?

No. NOT_PAID is a terminal status. The user must create a new order.

Can I undo a refund?

Generally no. Refunds are processed externally. For corrections, contact the payment provider.

Why is my order still IN_PROGRESS?

The system retries ticket verification up to 12 times at 5-minute intervals. If still pending after an hour, investigate.

How long before ACCEPTED orders are cleaned up?

24 hours. The cleanup runs daily at 4 AM.

Can I change a FINALIZED order?

You can mark it as REFUNDED, but you cannot change it back to a processing status.