Error! Order does not exist

[imaginarynumber]

Hi

Just had am email from a customer asking where their order is.

I have looked through the orders (on the ZC orders page) and can see that they go 4067,4068,4070.

I am guessing that her order should be 4069. If I search for 4069 it justs says

"Error! Order does not exist"

We use WorldPay (junior) as the gateway and it looks like the customer entered their card details 4 times, with the 4th being accepted.

A new customer account was created successfully.

At first i assumed that (for whatever reason) WorldPay had not passed the info back to Zencart (v1.3.7.1).

Some info must have been passed back though because Zencart reserved the order number.

I will have to contact the client and ask what she ordered. How dumb will I look?

Any suggestions as to why this might have happened and how I can mitigate it?

[imaginarynumber]

sorry

don't have sufficient rights to edit my first post.........

The missing order number was intentionally deleted (by someone else). There is no issue with order number sequences.

So to recap/clarify we got a payment email from WorldPay (no call back error email),

Client did not get an order placed (confirmation) email.

ZenCart did not notify us or designate an order number.

Other others have come through since then.

Cpanel only has last 24 hours of access

I have requested logs from worldpay but not confident that I know what i am looking for

Where can I find helpful logs in zc?

The only thing that I can think of that might be an issue is that it was on the 5th attempt that the client's card was approved (over a period of 39 minutes)

Any help will be greatly appreciated.