No Valid Orders created

[millennia]

Hi all,

When I check my site's "Customers / Carts" tab, I see that some people have created orders, that have been assigned order numbers, that do not show in the "Orders" tab. When I look at the cart I see that even-though the cart has an order number, it also says "Valid Orders Created: 0".

If no valid orders are created, why is there an order number assigned?

I have tried to replicate this situation myself with a demo account, but I haven't been able to. I only have 2 payment methods, one is COD (Cash On Delivery) and the other is PayPal API. I have tried to pay with both methods and abandon the cart in all stages, but I can't create a cart that assigns an order number but shows zero valid orders.

Any ideas??

Thanks!

[batevladi]

Hi There! I too have a similar problem. My orders are seen in the Order list, however when I get in the order, I cannot see the cart detail. There is a link to the Original Cart, where I can see the cart content but the order nevertheless is not considered in the sales and the credit card information is not displayed for processing. The order looks odd (INVALID)!

Please see screenshots for the difference.

Presta Team please help out.

The installation version is 1.2.5.0 and is an upgrade from 1.1.0.5

Regards,
V

[millennia]

I just went through my cart list and emailed all customers who appeared to have orders placed. Their orders did not show in the Orders tab - they just appeared as carts in the Cart tab. They all said that they indeed placed orders but never received a confirmation email.

So, somehow, the customer places an order, it shows in the Cart list as an order with a valid serial order number, but it is not counted as a valid order, and it does not show in the Orders tab. It does not happen for every one, but for about half of my orders.

At the same time this problem appeared, I stopped receiving email notifications of orders placed. These problems started while I was updating some product descriptions. As I was updating a product, I saw an error "Hack Attempt" and after that I started having these issues.

I am running version 1.2.2.0 - since nobody is responding here I will try to upgrade to the latest version of the store hoping that it will solve the problem.

I understand that Presta is open source, but really, Presta people should be monitoring the forums and contributing a little. As much as I like Presta, Magento has much better support in its forums and installation/troubleshooting guide.

I didn't select Presta because it was free, but because I liked the features. My store sells a few thousand Euro/month and I can't afford to have such problems go unsolved and un-addressed.

At the very least, Presta should offer a paid consulting service.

[tomerg3]

What was the payment method that was used?

[batevladi]

For me both were on the same payment method - credit card. the off line module.

[millennia]

I emailed my customers who appear to have incomplete orders and the ones who responded so far said they selected COD (cash on delivery).

- One customer said that when she tried to submit the order she received an error, but then she went back and re-submitted and it was accepted. But she never got an email confirmation.
- When I click on a customer name under the Customers tab, it shows that they have made an order. When I click on that order it shows the correct total amount but does not show any products. Just shipping fees and total amount. It also shows the order as "awaiting bank wire payment" which is a status message that I have turned off.

[batevladi]

Hey millennia! This seems to be the same issue I have - see the shots from my previous post.

Presta Team! We need your HELP PLEASE!!!!

[tomerg3]

Can you reproduce this problem when you try to place an order, or does it happen rarely?

Can you post your URL, and make a test user, I will try to take a quick look later today.

[millennia]

I have tried many times to reproduce the problem with 3 demo accounts and I have never been successful. My orders always go through without a problem.

The problem seems to happen randomly. I have some orders that go through normally and some orders that have this problem.

I will PM you the URL. Thanks!

[fitgura]

I have a same problem....... and I use a COD (cash on delivery) method.......

I use 1.1.0.5 version...... and somebody suggest the upgrade but looks like this isn't solv this serious problem.....

If you find out why cannot make an order about some cart please share the solution

thans a lot

[tomerg3]

I have tried many times to reproduce the problem with 3 demo accounts and I have never been successful. My orders always go through without a problem.

The problem seems to happen randomly. I have some orders that go through normally and some orders that have this problem.

I will PM you the URL. Thanks!

Unfortunately if you cannot reproduce the error, there is not much that I can do, it would be like like look for a needle in a hay stack (or a huge pile of needles...).

Try placing 10 orders for different items and different amounts and see if you can get it to happen again.

How often aprox did it happen so far?

[millennia]

I have tried to reproduce it half a dozen times and I can't. I will try again with new accounts and new products etc. I will also try to replicate some of the orders that have already created error.

I just counted that it happened 8 times out of the last 20 orders. I'll repost the findings.

[millennia]

It has been 5 days since I upgraded from 1.2.2 to 1.2.5 and I still have the same problems.
More than half of the orders that use Cash On Delivery (COD) as payment do not show in the Orders tab - they only appear in the Carts section, with a correct Order serial number but shown as invalid orders. The customers do not get email confirming their order, the order shows in the customer profile with no products in the cart but with the correct Shipping and Total amount. Also the payment method shows as "Awaiting Bank Wire" which is an option that I have disabled.

Also 2 days before I did the upgrade a customer complained that she could not complete her registration, and another customer complained after I did the upgrade.

I will re-install one more time, but I am very disappointed that the Presta team is not addressing this. We are a serious business, willing to pay for something that works, and yet we can get no help.

I am afraid I made the wrong choice with Presta Shop. If I knew I would be facing such a serious problem I would have selected a solution with fewer features, as long as it had good paid support. Now we have wasted $1,000 and many many hours in template customizing so unfortunately for now we are stuck with PS.

If we estimate the damage done to our store's reputation with all these issues that are being caused to our customers, and the additional time we spend verifying orders and troubleshooting, we would have been better off spending $3,000 in a solution. At this point our next store will either be LiveCart.com or Magento, which both come with good support and extensive documentation.

[tomerg3]

I don't want to sounds harsh, but the blame here is only on you...

Regardless of which shopping cart you use, the number 1 rule is NEVER EVER upgrade a live system.

You should have a development site, which you use to do the upgrade, that way you can test it and make sure it is working fine, before updating the live site.

But this is not a possibility anymore, so it is time to try and make the best of the current situation.

I am very busy these days, but whenever someone has a problem with a live site, I try to make time and help them.

You can contact me by email and we can see if I can help, my address is in my signature.

[millennia]

You are very quick to judge and it looks like you didn't bother reading my message.

1) I never said I upgraded the live site. I setup a whole new installation to test the upgrade.

2) The upgrade didn't create any problems. The problems I am complaining about started with the original installation. Otherwise I would not have a need to upgrade. I only upgraded hoping that it would solve the problems. The upgrade did not make anything worst (except for some images not showing). It just did not solve the problems.

Thank you for the offer to help, but I will pass.

I might not be a LAMP [spam-filter], but I have installed, configured and troubleshooted dozens of software, with no problem whatsoever. So I doubt I am the problem. I might be part of the problem, but PS is also part of the problem.

Our store was on WebAsyst's Shop-Script before we moved to PrestaShop and we never had problems with it and their support was responsive.

The next big project in our business, when time permits, will be to move to another solution. Magento and Live Cart were the finalists before we made the choice to go with PS, and frankly the only reason we chose PS was because we liked the way the permalinks are structured for SEO purposes, and because Magento was harder to work with and customize. But I have dealt with both LiveCart's support which has been very responsive, and with the Magento community, and their forums had been more helpful than the Presta forum.

I am not bashing PrestaShop. I like it and I think it has great promise. I just don't think it is as mature as the other solutions, and doesn't offer the support options a business needs. Also, I don't think anyone can argue with the fact that PrestaShop has minimal documentation.

We made the wrong choice, we'll cut our losses and move on.

[batevladi]

tomerg3,

I suffer from the same problem, and to be honest this behaviour did not exhibit at time of testing - as this is exactly what I did, we tested all our payment methods and all our shipment methods before going live, alas, I am getting sporadic issues with validated orders... to be honest, the 1.2.5.0 has so many bugs that it is actually worse than 1.1.0.5... or at least that is how it appears (nothing personal and I can see that you are pulling a weight here)!

_Millennia_, can you please post the size and type of your server where you are hosting your application? I suspect that as of 1.2.x the size of object handling of Presta has increased as my server started reporting Out of Memory as soon as I upgraded from 1.1.0.5...

Anyone else who can contribute to this theory is welcome!

V

[millennia]

I highly doubt that the server is the problem. I host at www.a2hosting.com.

I started with version 1.2.2 which we customized and tested thoroughly. It worked fine for a couple of months and then, all of a sudden it started showing this strange behavior, very similar to your screen captures.

As I said I am no expert, but I wonder if there is a problem with the database. So far all PayPal API transactions are working fine. It is the COD that have the problems.

And also, some people called me to say they can't register an account. I told them to try again, and eventually they managed to register with the shop. I am trying to find out what errors they encountered but it's not easy.

[tomerg3]

millennia: from what I read, it sounded like the problems started after upgrading, I'm sorry if I rushed to that conclusion.

I sounds like you already made up your mind, and I wish you all the best with magento or any other solution you choose to use....

Batevladi: What payment methods cause you issues?

[tomerg3]

Batevladi: If you still have records of those "corrupt" transactions, I will be happy to take a look, and see what I could find.
If you can, visit my site in the next 15 minutes and start a live chat, I need to go soon, but we could at least talk about when / what to do.

[millennia]

I was doing multiple orders in my shop and I got one error. Apparently some language files from the order email templates folder were missing. That seems to have been causing one of the problems, based on two test orders I made. What I don't understand is how language files were deleted without me touching anything.

[batevladi]

_tomerg3_ - I am getting the trouble with the credit card module: and the issue is intermittent - I cannot put my finger on it, sometime it works sometimes it does not.

_Millennia_, interestingly enough, I have had the same complaints i.e. the registration form not working and the contact-us form not working correctly. Also, my MYSQL keeps spinning off and causes memory overflows. had to create a crontab to restart the server each night to clear off the stale connections.

[batevladi]

OK. An update - I have just tried to do a registration and used a strictly guarded email address, having turned on the errors on presta and during upgrade used the old SWIFT library, I got the following message:

Fatal error: Uncaught exception 'Swift_Connection_Exception' with message 'There was a problem reading line 1 of an SMTP response. The response so far was:

[]. It appears the connection has died without saying goodbye to us! Too many emails in one go perhaps? (fsockopen: #0) ' in /var/www/html/knitshop/home/prestashop/tools/swift/Swift/Connection/SMTP.php:245 Stack trace: #0 /var/www/html/knitshop/home/prestashop/tools/swift/Swift.php(313): Swift_Connection_SMTP->read() #1 /var/www/html/knitshop/home/prestashop/tools/swift/Swift.php(434): Swift->command('??.', 250) #2 /var/www/html/knitshop/home/prestashop/classes/Mail.php(105): Swift->send(Object(Swift_Message), Object(Swift_Address), Object(Swift_Address)) #3 /var/www/html/knitshop/home/prestashop/authentication.php(96): Mail::Send(1, 'account', 'Welcome!', Array, '[email protected]', 'Vladimir Martin...') #4 {main} thrown in /var/www/html/knitshop/home/prestashop/tools/swift/Swift/Connection/SMTP.php on line 245

The email came in, the registration completed successfully but presta died... (blank screen)

[tippi]

Hello,
I have the same problem, but not on a live shop.
It seems that the problem appeared when I have set the option BO/Preferences/Email/Set my own SMTP parameters. For advanced users ONLY.
When I've set it back to "Use PHP mail() function. Recommended; works in most cases" it started to work ok
I have no idea if this caused the problem, but maybe this info can be helpful...
Regards

[batevladi]

Hi! Yes, it is confirmed that the problem is email related - seems like when the email function breaks the order completion process does not finish off but breaks. This is apparent in the sequence of the way the code is executed when the hooks take over. You may need to check the set-up of your smtp server settings in presta.

[shoulders]

possible solution here by me. This is for a slightly different issue but still might fix this one.

Forum link