Payment processing time

[JulieC]

It's been 6 days since a customer paid for items, and the transaction still hasn't finished processing. There is no Transaction ID or other details and the items remain in the cart.

This delay is preventing us from processing current orders since the carts haven't cleared. Please advise as to when the payment will finish processing!

[lat9]

What version of Zen Cart and which of the PayPal payment methods are you using?

[JulieC]

It's version 1.3.9h

As for payment methods, under Modules => Payment, it shows 2 types as "Processing:"
Paypal Website Payments Pro
Paypal Express Checkout

We currently have 5 carts processing and I can't tell which are using Pro or Express.

[lat9]

Why do you have both Pro and Express enabled? You might try setting the debug options for both, at this time, to log the transactions to a file (they'll be in /includes/modules/payment/paypal/logs on completion) so you can see what's up.

[JulieC]

Our IT department provided me with the debug logs from 8/15/14, which show all 6 transactions processed successfully with the "DoDirectPayment' method. Each Transaction ID appears in these logs as well. Is there anything else we should be looking for?