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How does a transaction occur that there is no record of?

"We recently attempted to complete a transaction (ID #xxxxxxxxx) for a customer of your store, but unfortunately your stores payment gateway did not respond to us in a meaningful way. Because of this our systems can not be sure whether the customer was successfully charged for this transaction or not.

We strongly suggest logging into both your stores FoxyCart adminstration and your stores Payment Gateway administration and comparing the two. If the customer was indeed successfully charged, but the corresponding transaction wasn't saved in your FoxyCart store, you may need to refund the customer and ask them to complete the transaction again. Please note that if there is no transaction listed in the FoxyCart administration, then the customer would not have received an email copy of the receipt for confirmation of the order either.

If you have any questions, please feel free to contact us."

  • brettbrett FoxyCart Team
    Hi @neotheorist

    This can happen when Foxy makes the request to the payment gateway (ie. and we eithe rdon't get a response back at all, or the response back is malformed or otherwise unintelligible. For instance, if a gateway has a service interruption and instead of responding back with XML (for instance), it doesn't respond at all or responds with HTML. In those situations, Foxy will send an email to you to let you know something went weird, and you should take a look at the payment gateway to see if it's showing a record of a payment Foxy doesn't know about.

    If you don't show a payment in your payment gateway, then the payment didn't go through.

    If you _do_ show a payment in your payment gateway and _not_ in Foxy, let us know by email. (This scenario is very, very rare.)

    Does that help?
  • So, if there's a gateway service outage, which I would assume would leave no record on their end, and there's no record in foxycart, then what? Shouldn't foxycart at least show a record of a failure?
  • brettbrett FoxyCart Team
    @neotheorist, there is a record, in the error log in the Foxy admin, and we send an email alerting the store to the potential issue. Does that help?
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