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#1 04-22-2015 03:57:24

tguswell
Member
From: Plymouth, Devon
Registered: 07-31-2010
Posts: 128
Website

PayPal payment received but no order

Hi

I've received a notification from Paypal that an order has been processed on 21st April but I cannot find it anywhere on our system (I've searched Completed, Cancelled and Processing).

Any ideas as to where it might be or what might have happened?

Thanks

Terry
Caracamp

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#2 04-22-2015 09:09:36

zanart
Member
From: bedford
Registered: 04-02-2008
Posts: 1714

Re: PayPal payment received but no order

if you go here:
Location: System Dashboard > Store > Component > Settings > Cron Settings
have a look at how long you store the pending/cancelled orders.

I would guess your customer has left there machine on the paypal payment page for longer than 30 minutes(could be many days) before clicking the confirm button, meaning the order status will not be updated to Processing as the communication between Paypal and your site was broken. If the transaction was initiated longer than you store your pending/cancelled orders, the order would have been lost.

Does your order number on the paypal receipt indicate when the order was initiated??


Rob

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#3 04-22-2015 10:17:28

tguswell
Member
From: Plymouth, Devon
Registered: 07-31-2010
Posts: 128
Website

Re: PayPal payment received but no order

The customer has forwarded a copy of his confirmation email (dated 21st April 2015). The online storage time for pending/cancelled orders is 10 days, completed/processing orders  1 year and shopping cart/wish list 6 months.

The customers copy of confirmation states that the order status is pending payment, so it is likely that the delay as you suggested is the problem.

I'm stumped at what to do next.

Terry

Last edited by tguswell (04-22-2015 10:21:14)

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#4 04-22-2015 15:35:19

zanart
Member
From: bedford
Registered: 04-02-2008
Posts: 1714

Re: PayPal payment received but no order

The customers confirmation email... do you mean a receipt from Paypal, or an confirmation generated by CCP??

If it is from Paypal it should include the CCP generated order number. Does the CCP order number indicate the date the order was initiated?


Rob

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#5 04-23-2015 08:50:34

tguswell
Member
From: Plymouth, Devon
Registered: 07-31-2010
Posts: 128
Website

Re: PayPal payment received but no order

It includes the CCP generated order number and the email confirmation that he forwarded to me is also a CCP generated email. However, I cannot find any record of this transaction within my system.

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#6 04-24-2015 07:45:57

webmaster
Administrator
From: York, PA
Registered: 04-20-2001
Posts: 19818
Website

Re: PayPal payment received but no order

If the customer was never returned to the site following their order confirmation at PayPal (ie, they closed their browser before returning to your site, there was a connectivity issue getting the IPN request, etc), the order would have remained in a pending payment state and would have been removed from the system after X number of days.


Nick Hendler

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#7 04-25-2015 08:54:34

Blitzen
Member
From: USA
Registered: 01-01-2005
Posts: 936

Re: PayPal payment received but no order

T Guswell - you are not alone. This happened to my client and customer was angry accusing my client of fraud. Neither the order number nor the customer's name was in db, in no table.

Customer did have a copy of the online CCP invoice, but client received nothing about the order being paid.

How can that happen?

Webmaster - perhaps you can supply a patch to record the process in the orders table before going to PP? Record the steps so at least billing info is recorded with an order number.

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#8 04-26-2015 07:03:58

zanart
Member
From: bedford
Registered: 04-02-2008
Posts: 1714

Re: PayPal payment received but no order

You should increase the number of days orders pending payment are stored for here:
Location: System Dashboard > Store > Component > Settings > Cron Settings
Change it to 30 days and your problems should be resolved.

The problem is due to the customer leaving there web browser on the payment page for very long periods before completing the transaction.

For example, if you store orders pending payment for 1 day.
Customer creates order on Monday and proceeds to Paypal.
CCP creates a pending payment order.
Customer leaves computer without confirming payment on paypal page.
Returns to computer on Wednesday and realises they never clicked confirm button.
They click the confirm button and think they have placed an order.

In the meantime Paypal has broken connection with your site so it cannot update the order status, which is irrelevant because the pending payment order has already been deleted due to your cron setting.

We used to have this issue, but resolved it by increading the storage time to 30 days.

If the customer does leave the browser on the paypal page for more than 30 minutes, the CCP order status will not be updated but the customers should be directed to a CCP page requesting they contact the store to confirm the order.


Rob

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#9 04-27-2015 07:17:09

webmaster
Administrator
From: York, PA
Registered: 04-20-2001
Posts: 19818
Website

Re: PayPal payment received but no order

The order is recorded to the orders table and sits there for X days, as per zanart's post.  Zanart explained it perfectly.


Nick Hendler

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#10 04-27-2015 09:04:29

tguswell
Member
From: Plymouth, Devon
Registered: 07-31-2010
Posts: 128
Website

Re: PayPal payment received but no order

I've now changed my storage time to 30 days. Thanks to zanart for his suggestion.

Nick, would it be worth thinking about changing the default value for this for future releases?

Terry

Last edited by tguswell (04-27-2015 09:18:36)

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#11 04-29-2015 06:05:43

webmaster
Administrator
From: York, PA
Registered: 04-20-2001
Posts: 19818
Website

Re: PayPal payment received but no order

This is a balance of storing too much recent garbage data in the database (old unfinished orders) versus storing them long enough to retrieve them.  I believe the default setting is enough if you are verifying you're getting emails from both paypal and the store for each order.


Nick Hendler

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#12 04-30-2015 03:40:29

tguswell
Member
From: Plymouth, Devon
Registered: 07-31-2010
Posts: 128
Website

Re: PayPal payment received but no order

Nick

webmaster wrote:

I believe the default setting is enough if you are verifying you're getting emails from both paypal and the store for each order.

Would the verifying be done manually or can the system handle the check? If the system, then how is done accomplished?

Terry

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#13 04-30-2015 06:11:24

zanart
Member
From: bedford
Registered: 04-02-2008
Posts: 1714

Re: PayPal payment received but no order

You would need to check each paypal payment you have received has a valid pending shipment order associated with it, manually.

It really depends how many orders you take and whether you have the time to check each payment.

We take a high number of orders and don't check each paypal payment.
For us, the onus is on the customer to realise there is a problem and contact us.
For this reason we store pending payment orders for 30 days to ensure the customer has plenty of time to realise they haven't got the order.

In reality we should be proactive and check each payment, but it is the customer that leaves their browser on the payment page for a few days before proceeding, and then opts to ignore the 'Contact us to confirm the order....' message.

It probably only happens once every 1000 orders. We can proof the time difference and explain the connection was broken for security purposes, normally customers don't mind. To proof the time difference you can check the ccp order time and the paypal payment time


Rob

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#14 04-30-2015 07:46:36

polarize
Member
Registered: 11-15-2004
Posts: 295

Re: PayPal payment received but no order

We have also been having this problem for quite some time but it is intermittent.  It happens with some orders but not others and the orders are usually no more than one day old.  I have increased the cron settings for pending storage to 30 days and hopefully will resolve the issue. 

Perhaps some kind of sync button or interval script within CCP to actively check Paypall for orphaned transactions containing the order number would be helpful.


Using Kryptronic K9! smile
Previous Versions:
ClickCartPro 8
ClickCartPro 7
ClickCartPro 6
ClickCartPro 5.1

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#15 05-04-2015 07:20:05

webmaster
Administrator
From: York, PA
Registered: 04-20-2001
Posts: 19818
Website

Re: PayPal payment received but no order

Perhaps some kind of sync button or interval script within CCP to actively check Paypall for orphaned transactions containing the order number would be helpful.

Good idea.  We'll look into this.


Nick Hendler

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#16 07-10-2015 05:05:43

amdowney
Member
From: UK-Warwickshire
Registered: 09-21-2007
Posts: 507
Website

Re: PayPal payment received but no order

So to confirm, for paypal standard, there is no way to get a confirmation automatically without the customer returning to the store?

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#17 07-10-2015 05:30:49

zanart
Member
From: bedford
Registered: 04-02-2008
Posts: 1714

Re: PayPal payment received but no order

You will always get automatic confirmation from CCP when a successful paypal payment is made unless the user has left their browser on the paypal page for over 15 minutes(might be 30 minutes) before completing the transaction.

This assumes you have CCP and paypal set up correctly.

The only time you will not receive automatic confirmation is if the user leaves their browser on the payment page for hours/days before completing the transaction, or if they click the back button before the communication is complete.


Rob

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#18 07-10-2015 05:51:14

webmaster
Administrator
From: York, PA
Registered: 04-20-2001
Posts: 19818
Website

Re: PayPal payment received but no order

This assumes you have CCP and paypal set up correctly.

+100


Nick Hendler

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#19 07-11-2015 03:28:24

amdowney
Member
From: UK-Warwickshire
Registered: 09-21-2007
Posts: 507
Website

Re: PayPal payment received but no order

Sure but I am finding currently if checking out via paypal standard, when it says congratulations and in small 'click here to return to xxx' - users are closing their browser then and no order confirmation is triggered - so should it be still in this instance?

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#20 07-11-2015 05:58:48

zanart
Member
From: bedford
Registered: 04-02-2008
Posts: 1714

Re: PayPal payment received but no order

In my paypal account Website Payment Preferences I have Auto Return for Website Payments set to On.
My customers are returned to the CCP order confirmation page automatically after a few seconds.

Have you tested the procedure yourself?


Rob

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#21 07-12-2015 08:55:41

tguswell
Member
From: Plymouth, Devon
Registered: 07-31-2010
Posts: 128
Website

Re: PayPal payment received but no order

Zanart

Have you left the return url blank within your Paypal account?

Terry

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#22 07-12-2015 09:29:37

zanart
Member
From: bedford
Registered: 04-02-2008
Posts: 1714

Re: PayPal payment received but no order

Not blank....

http://www.mydomain.co.uk/utilities/ecomrelay.php

Last edited by zanart (07-12-2015 09:36:00)


Rob

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#23 07-12-2015 11:51:35

tguswell
Member
From: Plymouth, Devon
Registered: 07-31-2010
Posts: 128
Website

Re: PayPal payment received but no order

Okay thanks. Have now implemented this on my site.

Terry

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#24 07-15-2015 02:42:09

sdn
Member
From: UK
Registered: 05-29-2007
Posts: 882

Re: PayPal payment received but no order

We use both PayPal Standard and Express checkouts and have Auto Return set to Off and Return URL empty. Is that the correct way to have them set up?


Simon

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#25 07-16-2015 06:25:52

webmaster
Administrator
From: York, PA
Registered: 04-20-2001
Posts: 19818
Website

Re: PayPal payment received but no order

It depends.  I've seen PayPal use it's settings when entered, and I've seen it use CCP settings when passed.  I'd recommend turning on the auto-return and entering your return URL into that field for good measure, but it's likely not necessary.


Nick Hendler

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