Missing customers and orders

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

What other payment methods do you have active?

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

urgh, another unhappy customer just rang...

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

Bump!!!!

Any suggestions???

Tnx

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!

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??

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

TnTwMom:

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?

Right after I sent that I figured out you meant it had just happened... hope the issues from the 14th are not back... :frusty:

No, mine was Oct 29th.

I searched the forum more, and I did find this.. http://www.zen-cart.com/forum/showthread.php?t=102504&highlight=no+order

I did all the things they recommended, and all my stuff checked out fine. I tried to set up Paypal Express, but I'm either too tired to understand it or it's a pain in the ######## haha

If anyone sees this and understands it, please tell me what it means. I will call Paypal in the morning and ask what it is...

10/29/2009 20:42 PDT 8AUxxxxxxxxxxxxxxxxx Disabled 9BCxxxxxxxxxxxxxx

I found that under Instant Payment Notification (IPN) history

This is what "Disabled" means...
The current status, which is one of the following values:

*

  Sent indicates that PayPal sent the message to your IPN listener
*

  Failed indicates that PayPal did not receive an acknowledgement to the message
*

  Queued indicates that PayPal is ready to send the message
*

  Retrying indicates that message was resent between 1 and 15 times and PayPal continues to be resend the message
*

  Disabled indicates that the message will not be resent because the merchant’s account has been disabled

So, what exactly does DISABLED mean?!?! I'm totally at a loss! :shocking:

I have no idea what's going on. I just ordered from my site, and the order came through, and is showing in the admin area.

I'm still calling Paypal in the morning to see what's going on... I will come post what they tell me in case it will help someone else. :frusty:

TnTwMom:

I tried to set up Paypal Express, but I'm either too tired to understand it orSetup instructions can be found here: http://www.zen-cart.com/getpaypal

TnTwMom:

10/29/2009 20:42 PDT 8AUxxxxxxxxxxxxxxxxx Disabled 9BCxxxxxxxxxxxxxx

I found that under Instant Payment Notification (IPN) history

This is what "Disabled" means...
Disabled indicates that the message will not be resent because the merchant’s account has been disabled
It probably means that the Instant Payment Notification option in your PayPal account has been disabled because Paypal tried 15 times to deliver the notice to your store but your store didn't acknowledge it.
You'll need to make sure the communications between PayPal's server and your server are not blocked in any way, and then turn on the IPN feature in your PayPal account again. They may or may not allow you to re-send the failed IPN after you've re-enabled IPN.
Related troubleshooting: http://www.zen-cart.com/wiki/index.php/PayPal

DrByte:

Setup instructions can be found here: http://www.zen-cart.com/getpaypal

Thank you! I was really confused!

It probably means that the Instant Payment Notification option in your PayPal account has been disabled because Paypal tried 15 times to deliver the notice to your store but your store didn't acknowledge it.
You'll need to make sure the communications between PayPal's server and your server are not blocked in any way, and then turn on the IPN feature in your PayPal account again. They may or may not allow you to re-send the failed IPN after you've re-enabled IPN.
Related troubleshooting: http://www.zen-cart.com/wiki/index.php/PayPal

Yes, I called Paypal this morning, and he said that they had tried to deliver the notice several times and were not getting the '200 ok response'...

After the customer's order did not go through last night, I tried to change my preference to the Express Checkout. When I couldn't figure it out, I went back to the way I had it to start with. THEN I placed an order myself, and it worked correctly. I just wonder if me changing it back 'fixed' whatever was wrong, and now it works correctly?

I'm just confused about it all. I have another Zen Cart and haven't had this issue. Hopefully I won't.

Thank you Dr. Byte for all your help on this subject. Every post related to this issue I have found has your replies all over them. I have tried to solve the problem by reading them.