EC not tied to order

[carlvt88]

Odd one today - after dozens of successful EC checkouts, I had one today that did the following:

• zen_customer 146 created - including paypal payerID
• zen_customer_info says cust 146 created 2:34pm
• PP error 10417 at 2:41pm- can't complete, tell cust to use alternate payment
• Welcome email not sent (per zen_email_archive)
• zen_order_status_history has one entry for order 186 at 2:36pm
• PP error 10415 at 3:36pm- successful transaction already used this token
• PP error 10415 at 3:37pm- (again)
• No entry in zen_paypal
• No confirmation email

In admin, if I look at the order, it looks good, but there's no paypal information so I can't do a refund. Customer reports that 'website crashed three times'.
Also note: she may have mistyped her street name in paypal during initial checkout.

• Order created
• Payment received
• Order doesn't know about payment
• Customer can't log on

Fortunately, the paypal errors alerted me to a problem. Is there something wrong with my setup? What's the best way to either fix this order, or keep future orders from going through this?

Thanks,
Carl

[Kim]

What browser was the customer using?

[carlvt88]

I don't know - I've looked in the database and the paypal logs but can't find anything. Is there someplace I could look?
I've sent an email to the customer asking her.

[DrByte]

If you do another live order using your own personal PayPal account, does it go through properly?

[carlvt88]

Yes, no problem. We've also had another 7 orders successful this morning.

[carlvt88]

Ugh - happened again on order 230. Order created, payment received, but order confirmation not generated and when I go into the order, I don't see reference to the EC transaction.

Saw in one of the log files the error: A successful transaction has already been completed for this token. Couldn't find any other uses of that token though.

Any other thoughts? Would you like to see the logs?

Thanks,
Carl

[DrByte]

The log files you supplied appear to be related only to the transaction that failed.
You mentioned that you looked and didn't find the indicated token used anywhere else.
I suppose it might be worth making a call to PayPal tech support to see what order that token "does" apply to ... so that you can cross-reference it with a "real" order ... that information might help diagnose further.