Troubleshooting Guide for Magento 2 Integration Issues

When encountering a technical issue with your Signifyd/Magento V2 integration, it's crucial to gather as much information as possible before reaching out to Signifyd support. This will significantly expedite the troubleshooting process and help the support team provide a faster, more accurate resolution.

Please follow these steps to prepare your issue for review:

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Step 1: Clearly describe the Issue

Provide a concise yet comprehensive explanation of the problem you're experiencing. Think of it as telling a story about the issue.

What is the specific behavior you're observing? (e.g., "Orders are not being sent to Signifyd," "Signifyd decisions are not updating in Magento," "Payments are being captured even for declined Signifyd cases," "Checkout is failing when Signifyd is enabled.")
When did the issue start? Was it after a recent Magento update, a new extension installation, a configuration change, or did it seem to happen randomly? Provide a specific date and time if possible.
How many orders are impacted? Is it all orders, a specific percentage, or only orders meeting certain criteria (e.g., specific payment methods, customer groups, product types)? Quantify the impact if you can (e.g., "Approximately 20% of orders," "All orders since [date]").

Example 1: Orders not being sent to Signifyd

"We are experiencing an issue where new orders placed on our Magento store are not being sent to Signifyd for fraud analysis. The 'Signifyd Case' column in Magento's order grid remains empty for these orders, and we do not see them appearing in our Signifyd console. This issue started around July 20, 20XX, at 10:00 AM CDT, and it appears to be impacting all new orders placed since that time. We've had approximately 150 orders impacted so far."

Example 2: Signifyd decisions not updating in Magento

"Signifyd is correctly receiving our orders and providing guarantee decisions (Approved, Declined, etc.), but these decisions are not being reflected in our Magento order status or the 'Signifyd Guarantee' field within the Magento admin panel. Orders that are 'Approved' by Signifyd are remaining in 'Processing' status in Magento, and our automated capture rules are not triggering. This issue began suddenly on July 22, 20XX, around 3:00 PM CDT. It seems to be affecting all orders that received a Signifyd decision after this time, impacting roughly 75 orders."

Example 3: Checkout errors when Signifyd is enabled

"Our customers are encountering a generic error message ('An error occurred during checkout. Please try again later.') on the final step of the checkout process, preventing them from completing their purchases. After testing, we've identified that this issue only occurs when the Signifyd extension is enabled. If we disable the extension, checkout proceeds normally. This problem started after we performed a Magento security patch update on July 19, 20 at 8:00 PM CDT. It is currently impacting 10% of our checkout attempts."

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Step 2: Provide screenshots (if possible)

Visuals can be incredibly helpful in understanding the problem. Please include screenshots of:

The issue itself: If it's an error message, a specific screen in Magento where the problem is visible, or an incorrect status
Relevant Magento configuration pages: Especially your Signifyd configuration settings (Stores > Configuration > Sales > Signifyd, etc.)
Any error messages in your browser's developer console. (To open, right-click on the page, select "Inspect," and go to the "Console" tab.)

❗❗❗Please take caution to avoid including PCI when sending images❗❗❗

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Step 3: Provide 3 order number examples (if possible)

If the issue relates to specific orders, providing concrete examples allows Signifyd support to investigate them directly on their end. List at least three (3) distinct order numbers that are exhibiting the problem.For each order, briefly explain what the expected behavior was and what the actual behavior is.

Example 1: Order #12345: Expected Signifyd Guarantee 'Approved,' but remains 'Pending'.

Example 2: Order #67890: Expected payment capture after Signifyd decision, but payment was voided prematurely.

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Step 4: Provide Logs from 3 impacted orders (Critical)

Logs are the most vital piece of information for diagnosing technical issues. They provide a detailed chronological record of what the system was doing when the problem occurred.

How to download logs from a single order (Magento 2):

Open an order on Magento admin, look for the “Signifyd” section on the order view screen and then click on the “Download Logs” button.

For each of the 3 example orders, provide the corresponding log entries. Clearly label which log snippets belong to which order number.

By providing this detailed information, you will enable Signifyd's support team to quickly understand, reproduce, and resolve your integration issue, getting your Magento store back to optimal performance.