Symptom: Paytrail payment is successful but there is no order

The customer has paid in Paytrail, but the order is not found in the order list in AI Commerce Cloud. This is possible because the Paytrail payment and the order creation are two different stages: a successful payment alone does not constitute an order. The payment may have gone through on the Paytrail end, even though the order creation has not been completed on the online store end. In this guide, you will identify at what stage the situation has been left incomplete, and what to do in practice for a missing order.

When an order is created and why it may not be created

An order is only created when the Paytrail payment confirmation is successfully processed during the checkout process. At this point, AI Commerce Cloud checks the payment status, signature, transaction ID, amount, and original checkout session. If the confirmation fails these checks or processing is interrupted before the order is saved, the order is not created at all. The same payment transaction is not processed as an order twice, so a subsequent re-confirmation of the same transaction does not create a duplicate order — this is an intentional protection against duplicate orders, not a cause for a missing order.

Automatic Paytrail check identifies missing orders

The system has a separate Paytrail report handler. It extracts paid transactions from the report, matches their stamp tags to the stored payments, and limits the notification to transactions that are missing an order. The code does not limit the check to its own 24-hour time window, but processes the report lines provided by Paytrail in the callback. The title of the notification sent to the merchant is "Paytrail transactions matched (N)", where N is the number of matches. The notification helps identify a missing order, but the check does not automatically create an order .

What to do when an order is missing

First, check Paytrail to make sure that the payment was successful, and capture at least the transaction ID and the amount paid. Then, check that the order is not actually found in AI Commerce Cloud order list. If you have received an email with the subject "Paytrail transactions matched (N)", remember that this is a report matching notification and not a sign that the system has automatically created a missing order afterwards. When the payment is successful but there is no order, treat the case as a missing order: AI Commerce Cloud does not create an order afterwards based on a paid Paytrail transaction alone, but the order must be created or the payment refunded in a separately agreed manner.

Summary

Paytrail payment and order creation are two separate steps: a payment can be successful in Paytrail, even if the order is not saved until AI Commerce Cloud. An order is only created when the payment confirmation is successfully processed at checkout, and the separate Paytrail check only helps identify missing orders — it does not fix them. When you identify the situation, capture the transaction ID and amount and treat the case as a missing order.