1. Mollie Support
  2. Connect Mollie to a website
  3. Pre-built integrations
  4. Mollie for Salesforce
  5. Salesforce: Troubleshoot

Salesforce: Diagnose issues

You can use various sources of information to diagnose problems that you're experiencing.

  • Log files contain a history of all activity between the Mollie plugin and Salesforce Commerce Cloud.

  • Status update notifications inform you whether payments were processed successfully.

  • Webhook notifications inform you whether Mollie can successfully communicate with Salesforce Commerce Cloud.

  • You can check whether your API keys are correct in the plugin.

Based on the information provided in these resources, you can determine a root cause for your problem to understand which troubleshooting steps to take.

Get the log files

There are two types of log files that can give you insight into the root cause of a problem:

  • Mollie log files

  • Salesforce Commerce Cloud log files.

All Mollie-specific debug and informational messages, as well as warnings and errors, are logged in the "mollie" custom log↗. You can change the log file's name in the Log category field in Salesforce Business Manager under Merchant Tools > Mollie > Mollie General Settings.

To get the custom Mollie and Salesforce Commerce Cloud log file(s), follow the Salesforce Business Manager access log files procedure↗.

The information provided in the logs should help you to understand which troubleshooting steps to take. You can also share them with our support team when you contact support for further assistance.

Check payment method details

You can view the details of payments made with bank transfers and vouchers in the Salesforce Commerce Cloud Salesforce Business Manager.

  • Bank transfers: You can find additional detail in the mollieProductCategory attribute under Merchant Tools > Ordering > Orders > [select order] > Payment tab.

  • Vouchers: You can find additional detail in the mollieProductCategory attribute under Merchant Tools > Products and Catalogs > Products > [select product] > Mollie product category.

Check status updates

Salesforce Commerce Cloud also applies a status to orders, which are automatically mapped to a corresponding Mollie status.

Salesforce Commerce Cloud only shows its own statuses. You can cross-check those with an order or payment status in your Mollie Dashboard to ensure that they're updating correctly in Salesforce Commerce Cloud.

  1. Check the Salesforce Commerce Cloud order status and payment status

  2. Check the Mollie status:

    1. Log in to your Mollie Dashboard.

    2. Go to Transactions > Payments.

    3. Search for the payment or order and check the status in the Status column.

  3. Compare the Salesforce Commerce Cloud and Mollie statuses to ensure that they correspond.

If the statuses don't match, try the troubleshooting options listed in Payments aren't processing properly.

Check Mollie webhook notifications

Mollie sends webhooks to Salesforce Commerce Cloud, triggering it to pull payment and order updates from Mollie.

The Mollie plugin stores webhook notifications in a dedicated web service log file↗ so that you can check whether they work properly.

Mollie for Salesforce includes a job for recovering from update failures.

Check the API keys

Mollie connects to Salesforce Commerce Cloud through API keys. A failed connection can result in issues, such as unprocessed payments, unavailable payment methods, or incorrect payment statuses.

The test and live API keys that you have assigned to the API key test and API key live fields in Salesforce Business Manager under Merchant Tools > Mollie > Mollie General settings should be the same as those you see in your Mollie account under Developers > API keys.

If the API keys are incorrect, you can try to restore the connection.

Check the release notes

Refer to the Mollie for Salesforce release notes↗ to check if your issue has been resolved in a newer plugin version.

Before updating to a newer version, review the release notes for compatibility.

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