Hi there,

ECT 7.1.4

For some reason, there are several random orders that are not showing up in the database and apparently not being processed. The client says that customers have submitted an order, but no order shows up in the admin or the database, thus no store order email, still waiting to verify if the customer received a customer order email, and the customer claims they submitted the order. And the client has not deleted the orders. Is this possible?

Any advice on this?

Thanks

Glenn

Hi, I can think of several things.
First, it's important to make sure the orders were actually submitted and paid.
Check your payment provider to be sure you have payments for the order(s).

Next, There are many ways to view orders in the admin, and it may be best to open the orders admin and (without selecting a date range) just click a status type and view all orders under that status. You can click the (word date) Date column to sort most recent first.
Do this for each status type and then you can be sure you are not just overlooking the order.

Lastly, If the order was not paid, or the order was not accepted as paid (some issue with the payment processor) then the order should show in the unauthorized status.
However, you can set how long to keep unauthorized orders before they are auto deleted. And that may be the case here. So check what you have set in the admin > main settings regarding how long to keep unauthorized orders.

Hi there,

Thanks for the info.

There is no payment provider involved for these orders, just the basic email order where they pay in-store when they pick up the item.

I checked the orders using the order status and there the order numbers are definitely missing.

1) So is it possible for the order to be submitted and not show up in the database? Doesn't seem likely that could happen.

2) Can order numbers be randomly skipped?

Thanks.

Glenn

quote:

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1) So is it possible for the order to be submitted and not show up in the database? Doesn't seem likely that could happen.

2) Can order numbers be randomly skipped?

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1- No, that's really unlikely. Even if the email does not go out, the order would be saved.
2- No, order numbers would not be skipped. If you have gaps, then these would be unauthorized orders that are being auto-deleted most likely.

With the email payment provider, it's really easy to do a test order to see what's happening.
Unless the customer can provide an email receipt, I would say they never clicked to submit the order, leaving it in unauthorized status to be auto deleted.

Have you check to see what you have set for deleting unauthorized orders? You can set it to never if you like.

Hi there,

Are you talking about the following in the Store Admin, Main Settings, Order Management?:

Would you like to delete uncompleted orders?
Delete after: 1 Day
Would you like to clear logged in customers cart items?
Delete after: 2 weeks

Thanks.

Glenn

Yes, that's right.
If a customer goes all the way to the last step of checkout, but does not complete, then that sits in unauthorized status (red).
If you have Would you like to delete uncompleted orders?
set to one day, then that order will disappear after one day.

I suspect this is a situation where the customer never clicked to complete the order.
Unless they can show an email receipt, or you have one, and you are sure email receipts are going out (proven with a test order), I would say that's it.

Hi there,

The test orders are working OK.

Still waiting to hear if the customer received an order email.

And will test the order management settings.

Thanks again for your help1

Glenn