Missing customers and orders

[imaginarynumber]

Hi all

From time to time we get phone calls from customers complaining about orders not arriving.

We look through their history and the order is not there, we then check at worldpay (junior) and find the order was indeed charged.

In isolation this would lead us to think there was a problem with the passing of info from WP back to us.

BUT we have also had a couple of clients phone to re-order over the phone but can find no trace of them!?!?

Should I run a database check/repair in cpanel and is this without risk?

Any suggestions?

Tnx in advance

[Kim]

What other payment methods do you have active?

[imaginarynumber]

other than the world pay module we also have the option to pay via cheques/postal orders on the moneyorder module.

We also have the googlecheckout module with the lowest api. As I have never got around to installing our ssl the googlecheckout is not set to parse the info back to the site. By that i mean that the googlecheckout customer details and orders are processed by google and not part of our database.

Cheers

[imaginarynumber]

urgh, another unhappy customer just rang...

[CnTGifts]

same thing orderes not coming through sometimes but customers say they did and send payment

[imaginarynumber]

Bump!!!!

Any suggestions???

Tnx

[ImagineArt7]

I'm having the same problem. I get a payment notification from Paypal, but there is no order showing anywhere.

I can see the customer has registered, but it doesn't show they ordered, and PP doesn't indicate what they ordered, so I have no clue.....help!

[redheads]

I just had a weird first-time situation...

Customer contacts us to inquire about order. Not only can we not locate an order, I cannot find record of this customer in the store. THEN I go to paypal and have a transaction with a zen ID, and money was sent from her to us... yikes.

We have only paypal IPN and authorize.net AIM enabled.

Where to start??

[TnTwMom]

I just got an order and a paypal receipt... had I not been talking with the customer on YIM, I would not have known what they ordered.

It shows her as a new customer, yet no order shows for her.

I see no one has answered the previous questions... if anyone has a link to another thread with the answer, please post here. Thanks!




Shannon
Mom-Host

[redheads]

I just got an order and a paypal receipt... <snip>if anyone has a link to another thread with the answer, please post here. Thanks!

Timely question, as I just got a note from another customer who ordered that same day as the order I wrote about already (Oct 14th). Apparently PayPal had some issues that day - ugh.

Was your order the 14th, by any chance?