Lost Sales?

I have loaded the latest PayPal Patch v510 a few days ago. I have had some minor issues that I worked through with great support. Recently I have noticed my orders dropped to 0. I have seen a lot of traffic and serval customer signup, but still no orders. I have been check transaction with a third-party utility “view stuck paypal orders”. This utility drills down into the database and picks up any transactions – so it appears.

So I search my “stuck paypal orders” utility and found three of the several had placed orders, but nothing shows up in my orders screen or in my paypal account. I just downloaded ipncheck.php, and that test passed the communication. The response was “IPN TESTING - Confirmation/Validation response: RESPONSE RECEIVED - Communications OKAY”. I also completed a transaction myself and all went well.

My question is, did those customers place orders? I have item number, customer name and number, and PayPal transaction. Is it possible that these customers canceled just before the final PayPal step? I just turned on the PayPal Log file hoping this might log something. Any help would be great.

Thanks
John Kosh

Viewing Stuck PayPal orders only relates to PayPal IPN transactions.
This data consists of all shopping carts that made it to the checkout-confirmation screen which sent customers to PayPal to actually pay for their order.

If you did get money for that order in your PayPal account but see no order in your store, then your communications between your site and PayPal is not working.

If the customer never completed payment, then you didn't get money in your PayPal account, and you didn't get an order in your cart. ie: they abandoned the process before completing payment. This appears to be what you're describing.
If the customer had a problem at the PayPal site, you'll never know it. If they're having a problem using PayPal, you'll need to deal with PayPal on that.
Perhaps this is related to your other similar post about missing items on the PayPal user interface. http://www.zen-cart.com/forum/showthread.php?t=66216

PayPal Express Checkout does not use this same model. It goes to PayPal before the checkout process completes. There is no storage of shopping-basket or customer data unless they created an account on your site. You could look at the "Recover Carts" contribution if you wanted to look at abandoned orders for registered customers.

DrByte:

If you did get money for that order in your PayPal account but see no order in your store, then your communications between your site and PayPal is not working.

I've been having this problem, is there an easy fix for this? Tired of having to email the customer saying something along the lines of I got your payment, but what did you order?

thebeadcage:

I've been having this problem, is there an easy fix for this? Tired of having to email the customer saying something along the lines of I got your payment, but what did you order?

easy fix?
That all depends on what version of Zen Cart you're using, what addons you've installed, what patches you've installed, how you've configured your PayPal account, how you've configured your Zen Cart store, how your webserver communicates to PayPal and back, and so on.

More information would be useful, including a URL.

Yeah, giving you more information would’ve been helpful. Sorry. I’m using ZenCart version 1.3.7, the add-ons I am using are; Google Froogle Feeder, Google Mapinator, Credit Cards Accepted Side box, Improved Attributes Controller & Paypal Verified Logo side box. The website address is http://www.thebeadcagebeads.com
Is this what you meant by house is paypal configured?
Enable PayPal Module
True
Business ID
[email protected]
Transaction Currency
Only USD
Set Pending Notification Status
Pending [1]
Set Order Status
Processing [2]
Set Refund Order Status
Pending [1]
Page Style
Primary

1. Please install the latest patch for PayPal, found here:
   http://www.zen-cart.com/forum/showthread.php?t=56216

2. Turn on debug logging.
   http://www.zen-cart.com/forum/showthread.php?t=61199

3. Do some test transactions, and if they don't work, download the logs and post a link to the zip file where the logs can be read.