Missing Orders

[hound1]

We seem to be loosing orders, I recently received this email from a customer:

 

> On Dec 09 I received order confirmation for order # 114 and as of today I

> have not received the product. Could you check into this. Below is the

> attached email I received from yourself.

 

It seems they placed the order and received the confirmation email, but this order DOES NOT exist within the back office.

 

Any ideas?

 

Thanks.

[doby48]

I have heard of this happening with certain payment processors (expecially with 2checkout) that if you have it setup that they process the card on another site and then the customer has to hit a button to return to your site the orders are not logged. There is a contribution that can be found at the link below which will log your order before the payment is processed so you will not lose orders. You will need to manually check this table to determine if there are new orders and have in fact been paid for as it will log all orders just before going to your payment processor.

 

http://www.oscommerce.com/community/contributions,871

[hound1]

Thanks for the reply, however we don't use a third part processor. We simply collect all the order details from the back office, then use a different windows based software to clear all credit card transactions.

[doby48]

Well, its worth a shot to install the mod anyways. I use Authorize.net ADC so this is not an issue for me either, however, I do have this mod installed so I can look back at orders that were started and not completed. It may help you to isolate where the problem is and in the interim prevent more lost orders.