Lost BluePay Order

[Bella_Ana]

Over the weekend a client placed an order which did not show up in zencart. The order DID go through to the merchant account for payment (3 times in fact). Any ideas what might have caused this?

No changes have been made to the zen cart set up for a several months and all orders before and after seem to have worked fine.

The client called to say he thought the order did not go through since he received no order confirmation and according to the online store the order did not even happen, only the credit card transaction shows that it did.

So I'm looking for why it happened and what I can do to make sure no more sales go "poof" again.

Thanks for taking the time to help me figure this one out.

[Kim]

I think you need to talk to your payment processor or your host. There was obviously a communication problem between the 2 servers.

[Bella_Ana]

The web host logs show no downtime on their servers. The payment processor showed the transaction 3 times. So a connection was made somewhere. The order just never showed up in zen?