Orders not showing up after doing an upgrade

Hi all,

I have a client with a pretty busy store. Everything runs great, for the most part. They had 3 orders process but not show up in the admin and they received no order email. The customers did and were charged. 1 was paypal, one was linkpoint (the third, I don't know).

What's really strange is that the order # the customer's got were out of order and duplicate numbers. The store is currently at # 1333 and these customer's were assigned 785, 786, 788. (These orders did not show up as orders, the originals with these numbers did). One of the customer's had purchased before and I found him in the admin. It showed that he logged in but not a purchase on the date he did (5-11).

One other customer who I searched by name showed no results. He purchased and showed his confirmation email but doesn't even show up in the database as a customer. . .

There were 11 other orders on the 11th. . . Any idea what's going on?

Thanks,

Lennie

My first impressions would be that there is a duplicate , possibly test database / site that somehow got referenced instead of the live one.

I only say that , as it happened to me once when i copied the wrong configure files into the site , oooops

I would have a look in the tables with phpmyadmin and see what those order numbers look like , if they appear at all !

Yeah, I thought of that. The cart was upgraded on 4/23/07. Thise order numbers are in both the test database and the active one. No sign of the orders or customer in either one.

Now this has happened again. . .

The customer places an order, completes checkout (this time linkpoint) but this time doesn't get a confirmation email, so he goes online and logs in to see the status of his order. Nothing there, so he calls.

He is a returning customer, I can see his previous orders but not this one. No linkpoint record, no zen-cart record of the order yet the charge went through.

These are so random but I need help.

Thanks,

Lennie

What do you mean "no linkpoint record ... but the charge went through" ?

How do you know the "charge went through" if Linkpoint shows you no record ?

Additionally,
What version of Zen Cart?
What payment modules are active?
What contributions/addons/mods are installed?
What special customizations have you done?
What is your URL?

Ah hah. . . I can answer these:

What do you mean "no linkpoint record ... but the charge went through" ?

In ZenCart --> Admin --> Customers dropdown, there are fields for both Paypal transactions and linkpoint transactions. The missing transactions do not show up there but the money shows up in my clients account.

How do you know the "charge went through" if Linkpoint shows you no record ?

Explained above.

Additionally,
What version of Zen Cart?

1.3.7 (was upgraded at the end of april, just before this began.)

What payment modules are active?

Paypal, linkpoint and check/money order.

What contributions/addons/mods are installed?

Sales report mod is the only one I believe. (SALES REPORT Version 2.0 By Frank Koehl)

What special customizations have you done?

Templates only

What is your URL?

http://www.electricdreams.com/Shop/ (store)

Thank you so much!

As an aside, you might want to peek at your shopping cart page ... some of the default text is showing ... > You may want to add some instructions for using the shopping cart here. (defined in includes/languages/english/shopping_cart.php)

len7560:

In ZenCart --> Admin --> Customers dropdown, there are fields for both Paypal transactions and linkpoint transactions. The missing transactions do not show up there but the money shows up in my clients account.So ... you're saying that if the storeowner goes to his Linkpoint account, he does see the transaction, but in Zen Cart there is no history under the customers->creditcard review page?

If he looks in Linkpoint account, what does it say about the status of the transaction? What about AVS or CVV status ? Were there any warnings about these transactions?

DrByte:

So ... you're saying that if the storeowner goes to his Linkpoint account, he does see the transaction, but in Zen Cart there is no history under the customers->creditcard review page?

Yes exactly. I just looked in the linkpoint account. Both transactions are there (both now marked shipped). But they appear nowhere in the zen cart admin or the database . 1 of these transactions gennerated a confirmation email to the customer with an out of sequence order # (duplicate) and the other generated nothing.

DrByte:

If he looks in Linkpoint account, what does it say about the status of the transaction? What about AVS or CVV status ? Were there any warnings about these transactions?

There didn't appear to be any warnings about these transactions as they now have both been shipped. I am not familiar AVS or CVV status. . .

The third missing order was processed by paypal. The store generated an email to the customer, again with an out of sequence order # (duplicate) but no record in Zen Cart. . .

Very random.

Do you have copies of the generated emails ?
How do they compare with "good" emails ?
Is everything correct ? Including Store URL ?
Do the greetings, and the text of the emails match exactly what should be expected?

1. What exactly did you do in order to upgrade? As much detail as possible, please. Perhaps something got missed.

2. I would anticipate that something akin to this troubleshooting process is going to be required:
   http://www.zen-cart.com/wiki/index.php/Troubleshoot_-_Diagnosing_Obscure_Issues

DrByte:

1. What exactly did you do in order to upgrade? As much detail as possible, please. Perhaps something got missed.

2. I would anticipate that something akin to this troubleshooting process is going to be required:
   http://www.zen-cart.com/wiki/index.php/Troubleshoot_-_Diagnosing_Obscure_Issues

I will have to check the emails tomorrow. I paid someone else to do the upgrade, so I will get in touch with him to look at it. . .

Thanks so much, I'll get back to you.

Hello,

I have just had a similar problem. Every order that my test site has does not show up in the customers order history or the admin area. Again the customer gets an email but I do not.

I have done some work on this so far, not sure if this will help but here goes...
I used a new zencart database to see if one if more of the php files were damaged or if it was a database problem.. this worked fine.. so the problem is with the actual database in my case.

As mine is a test store I can experiment a little more.. I have tried to copy the order tables from the new zen cart database into the main database... this did not fix the problem.. Does anyone else know which tables are linked to the ordering process.

Thanks

Tim

My Problem is only sporadic. . . Most of the orders go through fine.

The order number is up to 1355. But with these missing orders they are numbered 785, 786, 788, and 790 on Monday. (The customer's confirmation email will follow). I suspect that order number 777 & 779 are still out there with annoyed customers. . .

These orders were processed (the card was charged) but no record in the store.

The latest one numbered 790 was a check/money order payment. They discovered this order when the customer called to give his credit card over the phone. He explained that he would do this in the order comment box, which, of course, would have beeen in the order email to the admin if they had received it. . .

I have my installer looking into this problem which may be a result of the upgrade.

---------------------Confirmation Email to customer-------------------------

-----Original Message-----
From: Electric Dreams [mailto:[email protected]]
Sent: 15 May 2007 02:25 AM
To: CLIFFORD VILJOEN
Subject: Order Confirmation No: 790

Order Confirmation Electric Dreams

CLIFFORD VILJOEN,
Thanks for shopping with us today!
The following are the details of your order.

Order Number: 790
Date Ordered: Monday 14 May, 2007
Click here for a Detailed Invoice
Products
1 xE62 Panoz ’98 British special edition, red (E62) $94.95
1 xCB022P Alfa Romeo 33/2 BODY KIT, Targa Florio 1969 (CB022P) $74.95
1 xED01P Lola T70 CanAm BODY KIT, Dana Chevrolet (ED01P) $79.95

Sub-Total:$249.85
United States Postal Service (1 x 1.80lbs) (Priority Mail (2 - 3
days)):$8.50
Total:$258.35

PLEASE MARK PARCEL FOR ATTENTION OF CLIFF VILJOEN.

WILL PAY BY CREDIT CARD AND WILL PHONE YOU WITH THE CARD DETAILS.
Address Information
Delivery Address
XXXXXXXXXXXX
***** SEYMOUR AVENUE
CINCINNATI, OH 45237
United States
Shipping Method
United States Postal Service (1 x 1.80lbs) (Priority Mail (2 - 3 days))
Billing Address
CLIFFORD VILJOEN
P.O. BOX 709
BUCCLEUCH, 2066
GAUTENG, South Africa
Payment Method
Check/Money Order
Please make your check or money order payable to:

Mail your payment to:
Electric Dreams
14093 Balboa Blvd
Sylmar CA 91342
USA

Phone: 310.858.8540

Your order will not ship until we receive payment.

Copyright (c) 2004 Zen Cart. Powered by Zen CartThis email address was given
to us by you or by one of our customers. If you feel that you have received
this email in error, please send an email to [email protected]
This e-mail is sent in accordance with the US CAN-SPAM Law in effect
01/01/2004. Removal requests can be sent to this address and will be honored
and respected.

This sounds very much like your live store is accessing either an old database or an old copy of your database has been loaded into your live site.

You said you did an upgrade and had a staging area for the upgrade. Can you go and change the password or the username tied to that staging/test database, so that your live site is prevented from accessing the test area? What happens to the live site when you do that?

I changed the database on the test database. Nothing happened. When I use phpmyadmin to look at the test database the last order that sows up is 4/23/07, the day the upgrade went live. There have been 200+ successful orders since then and these few that don't show up. . .

DrByte:

This sounds very much like your live store is accessing either an old database or an old copy of your database has been loaded into your live site.

You said you did an upgrade and had a staging area for the upgrade. Can you go and change the password or the username tied to that staging/test database, so that your live site is prevented from accessing the test area? What happens to the live site when you do that?

Well you were right. I have solved the problem, sort of. The domain in question is electricdreams.com. The original site electric-dreams.com (notice the dash) still resides on an old, soon to be discontinued server. Even though both domains resolve to the new server, some orders resolve to the old server. My guess is that it is a result of calling the old ip address somehow.

I found the phantom orders in the old database on the old server.

Will delete the site once I download the database so I can track the orders. . .

Solved-------------------------------