Order in gateway - Not in backend

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markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 05/30/2019 : 06:30:09 I have a client that received payment for an item that showed up in their payment processor, but there is no record of it in the backend. There are order numbers before and after. What could have caused this? Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
Andy ECT Moderator 95440 Posts	Posted - 05/30/2019 : 06:45:24 Hi Mark It's very difficult to say with one-off occurrences like this but it may have just been a server glitch right at the time of payment or something along those lines. Andy Please feel free to review / rate our software
dbdave ECT Moderator USA 10468 Posts	Posted - 05/30/2019 : 12:14:00 Hi Mark, it may be there, but just as an unauthorized order. Have they checked there? Sometimes orders come in out of sync as well. In other words, if a customer abandons a cart where they have made it as far as the shipping options, then an order number is assigned at that point. If the customer comes back the next day and completes checkout, then when looking at the list of orders in the admin, it will not always be the most recent order in the system. Of course I understand you (and your client) may already know these things, but sometimes here on the forum, I have seen where some people have not seen this before. There is also a number of ways to locate orders, so it depends on how users do this, as to whether an order might go unnoticed on occasion.
Andy ECT Moderator 95440 Posts	Posted - 05/30/2019 : 12:15:51 That's a good point David and certainly a possibility. Andy Please feel free to review / rate our software
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 05/30/2019 : 13:05:44 We searched by name and didn't find anything either, so it must have been a total hiccup with the transaction due to server connectivity during the transaction. Luckily their payment gateway collected enough info where they could contact the buyer and figure out what they purchased. Thanks for all of your help, Dave and Andy! Have a good weekend. Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/14/2019 : 12:18:13 This is happening again. Here is what my client's customer encountered: I'm having the same issue as before. On 6/7 I bought a 2 bed Holiday inn Desert Club for $549 after checkout I received a screen that said approved then it showed a screen that said error. I received no invoice to my email but my card was charged. On Monday another listing showed on the site, I wasn't sure if it was the same one being relisted or a new one. I purchased it and had the same error. Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
Andy ECT Moderator 95440 Posts	Posted - 06/14/2019 : 12:22:46 Which payment provider is it? Andy Please feel free to review / rate our software
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/14/2019 : 12:25:50 It's custom. I had Vince configure it years ago. Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
Andy ECT Moderator 95440 Posts	Posted - 06/14/2019 : 13:10:54 If it was done years ago you may need a developer to give it a check as the integration may have changed. Andy Please feel free to review / rate our software
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/14/2019 : 13:19:10 But it works more times than not. Can I pay you to look at it? Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/14/2019 : 13:22:49 The gateway we are using is Complete Gateway. If you cannot fix this, can you point me in the right direction? Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
Andy ECT Moderator 95440 Posts	Posted - 06/14/2019 : 13:54:07 I'm not a developer so wouldn't be able to properly troubleshoot a third party integration I'm afraid. Can you contact the developer who set it up as I doubt it was done here. Andy Please feel free to review / rate our software
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/14/2019 : 14:54:25 Actually Vince set it up for me. Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
Andy ECT Moderator 95440 Posts	Posted - 06/14/2019 : 23:56:31 Are you sure about that, I can't remember ever checking a custom implementation and it's not something we have done as far as I know. Andy Please feel free to review / rate our software
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/24/2019 : 08:55:08 Okay, this is still going on. I had my client set up a test product and when they went through the process of buying it, they got the following error. The transaction shows up in the payment processor, but no record in the store's admin. "Access denied for user ''@'localhost' (using password: NO)Access denied for user ''@'localhost' (using password: NO) Cannot find details for order id: 5148" Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
Andy ECT Moderator 95440 Posts	Posted - 06/24/2019 : 09:16:10 Did this problem start when any change occurred on your site, for example after updating, updating the PHP version, making changes to db_conn_open.php - anything like that as the error suggests a database connection related issue. Andy Please feel free to review / rate our software
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/24/2019 : 09:19:00 No, not that I am aware of. The client doesn't have access to Cpanel, updates, etc. The rest of the store works fine. They are able to add, modify, and delete records, etc. Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/24/2019 : 09:22:16 I updated PHP to 5.6 a while back from 5.4. Could that be the issue? If so, what should I try next? Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
Vince Administrator 42874 Posts	Posted - 06/24/2019 : 09:40:20 Hi Mark Is it possible that the script is only set up for a mySQL (old) and not a mySQLi (new) database connection? In any case, please send the site FTP login details to vince AT ecommercetemplates DOT com and I'll look into it. Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
Vince Administrator 42874 Posts	Posted - 06/25/2019 : 01:40:46 Hi Mark I had a look at the site and it seems the scripts for the payment processor are very out of date, and that is why you are having problems. So can you get a new set of the scripts from here... https://www.ecommercetemplates.com/free_downloads.asp#payment Then follow the instructions here about setting up USA Epay as you now need a PIN number as part of the integration... https://www.ecommercetemplates.com/phphelp/ecommplus/USAepay.asp Then try a test transaction and please let me know how it all goes, but hopefully that should sort it all out for you. Vince Click Here for Shopping Cart Software Click Here to sign up for our newsletter Click Here for the latest updater
markaricnewsom Advanced Member USA 223 Posts Pre-sales questions only (More Details...)	Posted - 06/25/2019 : 06:32:00 We're using CMS or Complete Merchant Systems. Are you saying USAepay will work with them? Also, will I need to get the PIN from them? Mark Newsom Web Consultant P.O. Box 852 Kimberling City, MO 65686
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