Orders disappearing from credit card orders...

Hey all,
This has been very random, but we have started losing order info for some people using credit cards (Authorize.net). We have it set to 'capture', so we can process the card once we fullfill the actual order. We're starting to see names in our authorize.net interface that match our customer list, but no orders appear to have been placed. As a result....we have their money and no idea what they ordered. I've seen that this happens occasionally with Paypal IPN, but haven't found a thread involving authorize.net.:huh:

Using 1.3.7. No mods. Zone rates. Paypal Express, Authorize.net are installed.
I'm a bit terrified to try and upgrade, as having the shop down for more than half a day will cause quite a stir. It's integral to our business. Anyone have any ideas where to start with this? :frusty:

Do any of the products they ordered have apostrophes in their product names?
Do any of those customers have apostrophes in their names or addresses?

The updated AIM module in this post accommodates some issues related to apostrophes, amongst other issues:
http://www.zen-cart.com/forum/showthread.php?p=441023#post441023

v1.3.8a also contains the fixes in this updated mod, and more.

Be sure to write down your AIM settings, and lick "Remove" before uploading. Then after uploading the new one, click Install, and re-enter your settings.

Hey Standpipe - we also had this happen to us today. There are no apostrophe's in the product name, customer's name, address or anything.

The product does have a number in the product title (B212 Evolution - a bunting bag).

I called our merchant account and authorize.net and they both said it's a shopping cart issue.

I will follow Dr Byte's advice and reinstall the mod - maybe it will work, but it's a hard to thing to test.

Any developments or advice otherwise would be very helpful.

cody

https://www.flyingsquirrelbaby.com

cdennison:

we also had this happen to us today.Perhaps you could elaborate with some more details about what actually happened?
As well as which version of Zen Cart you're using, which payment modules you have enabled, which module was used for the order in question, which addons/contributions you've installed, etc?

thank you for a prompt response - i, like many others, have benefited very much from your experiences and the expertise of others in this forum. thanks for all the diligent work.

details of the rogue order are:

• Zen Cart 1.3.7

• payment mods enabled are: Authorize.net SIM, Credit Card, Zen Cart Free Card, Check/Money Order

• add-ons: upsxml, usps, ot_giftwrap.

• the authorize.net is in production mode in zen cart and live mode at authorize.net.

• we received an email from authorize.net saying that an order had been approved and listed the details of the transaction - but not the details of the order (what had been ordered, etc).

• i noticed that the new customer was in fact in the new customer queue with the following info:

Last Logon:

Number of Logons: 0

Number of Orders: 0

Country: United States

Number of Reviews: 0

• there was no sign of her order in the pending order queue.

• i called both authorize.net and our merchant account and both said everything looked fine on their end and the purchase appeared to be valid.

• here's the product sell page:

http://www.flyingsquirrelbaby.com/store/index.php?main_page=product_info&cPath=6_66&products_id=346

any advice/direction would be very helpful.

cody

https://www.flyingsquirrelbaby.com

cdennison:

• Zen Cart 1.3.7

• payment mods enabled are: Authorize.net SIM, Credit Card, Zen Cart Free Card, Check/Money Order1. I would encourage you to turn OFF the "Credit Card" module, since you likely don't want/need it if you also have the Authorize.net module enabled.

2. You might try using this updated SIM module initially rebuilt for v1.3.8 but backported for 1.3.7 use:
   http://www.zen-cart.com/forum/showthread.php?p=420879#post420879
   It's much more efficient in handling things.

Hey Dr. Byte,

You just recently helped me upgrade to 1.3.8 (this was just last week, so I have 1.3.8a installed), and we just now noticed that the store is having the same problem described. In the Authorize.net admin, we see clients getting charged multiple times (one person got charged 4 times at $497 a pop!) but in the Orders list in the ZC shop admin, we see no order recorded for this person.

We've seen a couple other posts about this problem. Is there a fix yet?

related posts:
http://www.zen-cart.com/forum/showthread.php?t=89315&highlight=credit+card+declined+authorize.net
http://www.zen-cart.com/forum/showthread.php?p=441023#post441023

please help

What's in your Authorize.net debug logs?
Which module are you using?

Actually. Nevermind. I switched from the SIM module to the AIM module and it worked fine.

Any downsides to using AIM?

I tend to see AIM as much more reliable and secure, so ... I guess I'd answer that with a No.

good deal. thanks.