Customer orders being changed, items being removed?

[Faceman2k20]

I have had a few customers claim that items have been removed from their orders, they pay full price, I can see the full order in paypal, but the order in the prestashop backend is missing items, and the payment total is incorrect due to the missing items.

the logs show that an "order_changed" email was sent and they see the items were removed, but no admin or customer has changed that order, and there are no unexpected logins in the logs either. admin passwords changed just in case.

I'm stumped?

 

 

[webprog]

Try to figure it out by looking at the tables ps_cart and ps_orders. It's better to do this using phpMyAdmin

Edited November 13 by webprog (see edit history)

[Faceman2k20]

the entries in rczu_cart and rczu_orders don't show any signs of problems apart from the invoice value and amount paid not matching, the items are missing from rczu_order_detail too, the "id_order_detail" number which increments with every order item skips a number where the missing items should have been.

 

 

[webprog]

1 hour ago, Faceman2k20 said:

the entries in rczu_cart and rczu_orders don't show any signs of problems apart from the invoice value and amount paid not matching, the items are missing from rczu_order_detail too, the "id_order_detail" number which increments with every order item skips a number where the missing items should have been.

 

 

I would try to disable the PayPal module for a while and test the orders, may be 10, using standard modules. And see the override folder, also.

[Faceman2k20]

I cant disable the paypal module (it's my only payment processor and processes dozens of orders a day, 24/7) but I did remove and re-install it completely just in case. I also took the time to take the whole shop down for a while (which resulted in the phones lighting up for a while) to push through a lot of updates that had been queued for months due to being so busy. so fingers crossed something in there has solved it.

 

what is the "override folder"?

I've tried to look through as many server logs as I could find but didn't see anything particularly unexpected.

[webprog]

Ok. Override folder - folder in your shop with classes and controllers which change the standard algorithms. Usually modules and themes can make changes in this folder.

[webprog]

And for such cases it is better to have a test copy of your store.

[Faceman2k20]

Ah right, yes there's nothing untoward in the override folder, I haven't added or changed anything in there at all. the only things I've changed are some CSS in my custom copy of one of the standard themes.

 

I do need to spin off a test copy of the website at some point.. that's me being lazy. I have nightly backups so it will be very easy.