Missing links in order

Today, I had a large order come through and usually, a invoice will look like this:

1 x Wrapped Frame - Round - PSP Script
Download 1 zip file 1

However, this order (which had 22 items) had them listed in this way:
1 x Chipboard - PSP script
1 x Clothes Labels - PSP Script
1 x Cluster Template Maker - PSP Script

I immediately noticed the difference as the "Download 1 zip file 1" was missing. Just a few minutes later, the customer emailed me saying she didn't get the download links, and even in her account in the store, the links are missing. The payment went through correctly and in full.

Looking at the backend, I see the order but not the download links, so I cannot even reset them either. Any idea what might have happened, or how I can fix this (other than give her a coupon so she can buy again, hoping this time it works)?

If you have an Order missing the download but the Product itself is on the Order ... you can fix this by going to phpMyAdmin and checking the tables to fix this ...

First, check the table:
orders_products_attributes

Search for the orders_id in the table orders_products_attributes ... Is the Product in there with the Attribute for this download?

If so, get the content of the field:
products_prid

Next, browse the table:
orders_products_download

for the orders_id and you should be missing the record containing that

Do an INSERT and fill in the fields:
orders_id
orders_products_id
orders_products_filename
download_maxdays
download_count
products_prid

Now the Download should be available on the Order for this customer ...

Is this in the zencart admin panel or on my zencart install? This is totally new to me.

Ok i found that on the server.

Quote:

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Search for the orders_id in the table orders_products_attributes ... Is the Product in there with the Attribute for this download?

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No, that order is missing. Is there a way to create one?

In the table:
orders_products

Do you see the products_id in the table?

And you say in the table:
orders_products_attributes

that you do not see the products_id in the field:
orders_products_id

and the matching
products_prid

for the orders_products tables products_prid correct?

Maybe i was not clear. The order that came was number 5083. In the product_order_attributes, the last order is number 5082, so that is the order i do not see at all.

I see all the fields of all the other orders, just that order is totally missing.

Do you have that orders_id in the table:
orders

IF so, do you have the other Products in the table:
orders_products

IF so, do you have the other Products that have Attributes in the table:
orders_products_attributes

IF so, do you have for the Products with Downloads the downloads in the table:
orders_products_downloads

Have you an URL to this Product that has the missing download in the Order?

In the Attributes Controller, on the Download for this Product, is there a green dot next to the filename?

Quote:

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Do you have that orders_id in the table:
orders

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Yes

Quote:

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IF so, do you have the other Products in the table:
orders_products

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Yes

Quote:

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IF so, do you have the other Products that have Attributes in the table:
orders_products_attributes

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No

Quote:

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IF so, do you have for the Products with Downloads the downloads in the table:
orders_products_downloads

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No

Do you have the products_id for all the Products in that order and a URL to your site?

This may or may not be able to be rebuilt ...

Quote:

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Do you have the products_id for all the Products in that order and a URL to your site?

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Yes, i have a products_id for all the Products in that order, all 22 of them.
However, i am not sure where i should look for the URL as i dont see that as a field.
One thing i notice that differs from the previous orders is that previous ones have products_prid like 234:f23d2c54e398b1daabb4f964f1f45b60 while ALL the products in this particular order only have the first 3 digits, like 150 or 294, and no loooooooooooong string.

It would be easier to send the customer a coupon or discount coupon to remake the order ...

From what you are saying it is really hard to rebuild the order based on the issues that you have ...

The only way I can see to do this is for you to build the order on your own test customer account and complete the checkout ...

Check the order and if all is right and matches the customer's order for Order number 5083 you would need to delete all the records for their order in the tables:
orders_products
orders_products_attributes
orders_products_download

and replace the orders_id values that are set for your order with 5083 ...

But if you make any mistakes you will have a total mess ...

So again, it would be easier to send the customer a Discount Coupon or cancel that order and refund them their money and have them reorder their order themselves ...

Be sure to check that all of these Products are made right with their proper downloads before having the customer try to re-order ...

If you just have to have this order rebuilt, I will not be back until tomorrow afternoon after 1:00pm EST to even begin to try to assist you with this ...

Thanks. I guess i`ll just go through the coupon route.
Would you have any idea what might have happened?

Without actually seeing your site it would be hard to guess at the cause ...

Just in case it MIGHT help, here is the link: http://creationcassel.com/store
Obviously, it is only the store front if you can see anything.

And btw, other invoices came in after, and had the proper links and the order ID is still missing in the database. Just odd!

Just to update this situation, i gave the customer a coupon valid for 100% of the price of the products she purchased. She used the coupon for another order with the exact same products and guess what? The exact same thing happened: no download links.

She tried with a single product that was not on the list, and it worked fine. Just odd.

In the end, i emailed her the digital goods.

If you look at your Zen Cart Admin for the Attributes Controller of all of these Products, do you see the green icon on the Attributes?

What are the products_id values of these Products that were in the order?

Quote:

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If you look at your Zen Cart Admin for the Attributes Controller of all of these Products, do you see the green icon on the Attributes?

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Yes they all have that green icon

Quote:

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What are the products_id values of these Products that were in the order?

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orders >> this shows the orders as expected
orders_products >> this shows the products as expected
orders_products_attributes >> this does NOT show the order listed; it skips that order number just like it did initially
orders_products_download >> this does NOT show the order listed; it skips that order number too

Just seems odd.