Kryptronic Software Support Forum

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??

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?

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.

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.

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)

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

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.

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

This assumes you have CCP and paypal set up correctly.

+100

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?

Not blank....

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

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

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?