orders not showing up after payment

[gayledawn]

I have customers signing up on my website...I get those notifications!

But when they buy something I am not getting notified!

I only realised I had orders when I logged into Paypal and noticed I had money in my account!

The customer that ordered also did not get a notification in her account confirming the order!

Someone please help me sort this out, I am ripping my hair out 

http://gayledawn.com

Edited January 28, 2015 by gayledawn (see edit history)

[tomerg3]

Looks like there is a problem with the shop...

 

Try to enable dev mode (in /config/defines.inc.php) and try to place an order using a basic payment module (IE cod or check).

 

See if it shows in the backoffice, and if there are any errors.

 

To get a notification from Prestashop about a new order, you should install the module mailalerts (included in PS)

[Naldinho]

I'm having this problem incrementally with PayPal as my payment processor.

 

Most of my orders everything works fine. A small percentage of orders PayPal gets the funds but no notifications to either the customer or myself. The order in PrestaShop seems to end up in some kind of limbo where it is an order but it doesn't have the green paid circle that other orders do. In addition all the options selected by the customer are missing. To see those I need to look at shopping carts where the complete order is present.

 

This happened the first time a few months ago and then not again for weeks. It happens every few weeks but this week it happened yesterday and today so I decided to look into it. My starting theory is that PayPal is processing the order but not signaling back to PrestaShop that the payment was successful. I called PayPal today and it was really hard to get any kind of help. What I was hoping for was information on what was different between the orders that orders that worked fine and those that had the strange behaviour but the support had a hard time understanding my request. I gave up but they did e-mail me later saying there was something different about the bad transactions and that they would e-mail me tomorrow with more details.

[gayledawn]

I do not have a problem with the check payments...I tried that a few days ago and that works fine!

I have enabled a product for 1 cent and free postage for test purposes, and have bought the item myself, but there is no notification of the order in the backend, and it does not show in my account on the website.

[tomerg3]

Did you try to enable Dev mode and checkout using PayPal?

 

Did you see any errors?

You can also check for an error_log file in the folder of the PayPal module.

 

If not, you may need to check the main server error log (/usr/local/apache/logs/error_log) to see the cause of the error

[Naldinho]

No relevant errors in PayPal Advanced error log and I don't have root access but I assume the Error Log from the c-panel clone my hosting company uses is the same things as the Apache log and no errors at all in that.

 

I am positive that the problem is PayPal returning a different code for the abnormal outcomes -- the question is why. 

 

My theories were

 

1) PrestaShop sending PayPal either numbers that don't add up  do to a round error or because prices are not in the right format. Something like $1201 would cause this kind of error as PayPal has issues if you don't send 2 decimal numbers.

 

2) An issue with the free FedEx module -- too long to explain why I think it might be this.

 

3) Just timing out -- basically a lag issue.

 

Yesterday someone had this problem so because they didn't get the confirmation e-mail they went in an bought the item again. What I noticed is that the card owner was not the person placing the order. On the second order that processed properly the card owner's name showed up on PayPal -- the original one that hung had the customer's name. This adds a 4th option and removes #1 from being a possibility.

 

4) Paypal issues a different code when payment was successful but card owner does not match name of PrestaShop customer.

 

Once PayPal sends me the log data I'll have a better idea.

Edited January 29, 2015 by Naldinho (see edit history)

[Matte01990]

This happened the first time a few months ago and then not again for weeks. It happens every few weeks but this week it happened yesterday and today so I decided to look into it. My starting theory is that PayPal is processing the order but not signaling back to PrestaShop that the payment was successful. I called PayPal today and it was really hard to get any kind of help. What I was hoping for was information on what was different between the orders that orders that worked fine and those that had the strange behaviour but the support had a hard time understanding my request. I gave up but they did e-mail me later saying there was something different about the bad transactions and that they would e-mail me tomorrow with more details.

 

Did you solve this? I am managing the same issue.

[Naldinho]

Did you solve this? I am managing the same issue.

 

I never solved it but the problem went away when I moved the store to better hosting. The motivation for moving the store was not this issue but simply that the store was too slow but it seems to have fixed this issue as well. That leads me to believe it was likely a timeout issue of some kind.