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Payment went through, but order did not?

oskayoskay Member
in General edited April 2014
Have a situation we haven't seen before:

A customer was trying to place an order, and completed the payment at PayPal. At some point in the process -- right at or right after completing the payment -- the customer's antivirus software "helpfully" returned them to our store, but the session info was no longer there.

The situation is now that we have received the customer's payment, but no FoxyCart order has been generated.
This is bad for a few reasons:
- The customer has not received an order confirmation.
- Our process relies upon data generated from the XML feed to update our inventory, print formatted packing slips and invoices (also needed for international shipping documentation), and enter data into our shipping systems.
- FoxyCart isn't getting its per-transaction fee.

What's the best way to resolve this? It would be highly convenient if there were a way to simply mark this transaction as "paid" in the backend-- or (if we had to) to re-enter the order, such that it would still show up in the normal way.

The only kinda-sorta possible method that I can see would be to enter it as a new order with Unified Order Entry. But, since that method requires payment too, either we have to pay the invoice a second time (and refund it) or enter $0 for each line item-- but that would not generate the invoices that we need.

(I'll whisper the store name and transaction numbers.)
Comments
  • brettbrett FoxyCart Team
    We'll take a look.
  • lukeluke FoxyCart Team
    Hey Oskay. This is very odd. Looking through our logs, we see a "SetExpressCheckout" entry for that transaction, but no "DoExpressCheckout" at all meaning your customer should not have been charged by PayPal. That simple doesn't make any sense from our side of things. I'd recommend refunding that transaction (or voiding it if it hasn't actually cleared yet) and going through the checkout using UOE.

    You may want to email PayPal and ask if they have any further details. From our side, no capture was ever made so that seems very strange of them to take money that wasn't captured.

    Hope that helps.
  • brettbrett FoxyCart Team
    @oskay, just to confirm: You actually _received_ the payment in your own PayPal account? I ask because we've seen situations where it looks to the customer like they were charged when they shouldn't have been (there was an error so it didn't go through, and the merchant didn't receive the funds), but that tends to clear up after a day or so.

    If you can get any info from PayPal, we'd love to know. We can also escalate this to our PayPal rep if you don't have any luck.
  • oskayoskay Member
    Yes, confirmed. We did receive the payment in our PayPal account, along with the usual e-mail from PayPal explaining that a payment was completed, and showing the FoxyCart transaction number in the usual way.

    For what it's worth, we manually entered the order over here to generate our invoices and packing slips-- UOE wouldn't work in a case like this, and we certainly couldn't ask the customer to pay again. (That's a good way to lose a sale.)
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