Use the Shopware 6 app

Learn about payment management, refunds and troubleshooting for your Shopware 6 store.

Manage payments, handle refunds and troubleshoot common Shopware 6 issues to keep your e-commerce operations running smoothly.

Payment information at the order level

On the order, the Payments tab displays the following details about your Stripe payment:

• Description : Shows the customer email address, Customer ID and Order ID.
• Payment Intent Status : Shows the order’s payment status.
• Payment Method : Identifies the payment method used to pay.
• Payment Risk Score : Grades the fraud risk of the payment.
• Timeline : The sequence of events that occurred during payment.

Cancel a payment

You can cancel a payment when it’s uncaptured and its status is Authorised.

• From Shopware, change the order’s status from Authorised to Cancelled
• From the Stripe Dashboard, click the Cancel button inside the order.

Refund an order

You can refund any order with a Paid status.

1. From the Shopware administration panel, select Orders > Overview .
2. Change the order’s payment status from Paid to Refunded .

Shopware doesn’t support partial refunds. Choosing either the Refunded (partially) or Refunded status generates a full refund.

Resolve a failed webhook notification

The app doesn’t create any webhooks on the client side because all synchronisations go through our systems. You might still receive Webhook failed emails if you still have an old webhook registered from the previous Stripe plugin before transitioning to the app. The webhook doesn’t interfere with the app functionality.

To disable the webhook and stop receiving these emails:

1. On the Webhooks tab in Workbench, click the URL for the old webhook.
2. Click the overflow menu ( ) and choose Delete .
3. Click Delete webhook .

Resolve synchronisation issues

Shopware is aware of the following known issues related to shop synchronisation.

• If a shop migrates to new servers or otherwise changes its URL, the URL you saved during registration might be invalid, breaking connectivity from the app.
• If a running the related setting shop duplicates its entire database to create a the related setting environment, it might result in corrupt data because both environments have the same shopId. You might also receive webhooks from both shops that look like they came from the same shop.

You can resolve these issues by reinstalling the Stripe Payments for Shopware 6 App on the the related setting environment. This action renews the credentials and the connection between the Stripe Payments for Shopware 6 App and the Shopware instance that you have on the related setting.

Make sure the other Shopware instances (such as a the related setting or DEV environment) won’t interfere with the the related setting environment by performing a clean install, with a fresh database. Don’t duplicate it from the the related setting environment.

If it isn’t possible to use a new database, delete the core.app.shopId row entry from the system_config table to reset the configuration for all installed applications. Then reinstall the Stripe Payments for Shopware 6 App to establish new IDs and credentials.

To reinstall the Stripe Payments for Shopware 6 app:

1. Open the Admin page in your Shopware instance.
2. In the left panel, go to Extensions >> My Extensions .
3. Click the overflow menu ( ) to open the actions dialog for the Stripe Payments for Shopware 6 App .
4. Click Uninstall .
5. After the page refreshes, click Install the App .