Problem: Occasionally customer orders get lost during the purchase process.
How do we know: We have Zen Cart configured to let the admins (set of emails) know when a new order is placed by a customer. We also get notified by First Data (credit card processor) when a transaction happens. Occasionally, a customer will visit the site, place items in their cart, create an account or log into an existing account, select shipping options, and then checkout. This hands them off to First Data for credit card processing. Once the credit card processing is done, we receive the credit card transaction alert, but find no order and receive no new order email. When this happens we use the credit card transaction alert details to match the customer with an account in Zen Cart and use that accounts email to contact the customer, asking them what they ordered. Not a good way of doing business...
Again this only happens occasionally. We have had successful orders placed through the Zen Cart in which an order & invoice is stored in the cart and emails sent to the admins.
I have looked at the Debug logs, including the SIM Debug logs, but am not sure what I should be looking for to troubleshoot. I have also worked with First Data to ensure our account settings are correct and that we are using the correct Authorize.net (SIM) payment module - we are.
Perhaps someone on the forum would have some idea of what might be wrong?
