I have a customer who created order on 29th May and finished this order on 17th June, but I didn't receive any e-mail about that order and I can`t find in the system too.

I found this gap when I access the Moneris system to create my reconciliation.

Do you have any idea what could occasion this problem? How can I prevent this and track more problem like this?

Hi Aquatech
Problems do occur with emails at times, or emails sometimes end up in Spam folders and things like that. Does Moneris also send a confirmation email? Have you considered our iPhone App which will send Push Notifications to your iPhone when an order comes in?
https://www.ecommercetemplates.com/help/mobile-notifications.asp

Vince

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Hi Vince,

The main problem is that the order wasn't registered in the E-commerce Template, so I can't find the order in E-commerce Template.

The number of order is 1022375. Can you try to find in order in the system?

Hi Aquatech

quote:

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The number of order is 1022375.

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Is that the moneris order number? But are you saying you can't find the order in the ECT cart, but I'm not sure how you know the order was started on the 29th May then. But in any case try searching for all orders around that date including deleted orders.

Vince

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Hi Vince,

1022375 this is the Moneris order number.

I have searched using the date, the number of the order, canceled, deleted, so I used all the options that ECT gives me and I can`t find that order in ECT.

The problem is I have the order in Moneris, but I don`t have this information in ECT.

Please, I wanna know what causes this problem. Because it can happen again.

I think you probably have tools to try and find this order (1022375) in my database or not?

Don`t matter if my customer started to place an order on 29th May and finished on 17th June, the only and main problem that we need to resolve is, Why I don`t have this information in ECT but I have in Moneris?

Another question, Is this the only way to have support from ECT?

Is there any other channel to contact the support? like e-mail, phone?

Hi there
Could you possibly let me know then how you have the information that the order was started on the 29th May and finished on the 17th June?
Yes, we do our support through this forum as that way we can best use our resources.

Vince

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Hi Vince,

Let's be clear now. Let's start all over again.

The issue that we are facing now is; we received a payment but we didn't receive the order. When the bookkeeping was closing the books she found this payment (on June 17th) without any orders attached, so she search throughout Moneris and found this order (1022375). The previous order number was on May 29. Therefore the office did call the customer to clarify the situation. End of story... it was a glitch on Ecommerce templates. Please let me know ASAP why did this happened and how to prevent this to happen again. Is that possible to give us a call at 416-532-2004. We will have to escalate this issue as the report already had been send to management.

Thank you so much in advance.

Hope to hear from you soon.

Ricardo.

Hi Ricardo, Just my thoughts - it could be something like the customer closed the browser before the notification was sent to the store.
Further, if this happened, the order was probably in your store as unauthorized.
You can check your admin main settings, but you may have it set to delete uncomplete orders after a set time period. If this is the case, the order could have been automatically deleted.

The moneris orders number, I don't think you can search that in the admin to locate orders.
Check your admin by going to the orders page, select "unauthorized" under status, and click search to view all unauthorized orders.
Again, it could have been deleted automatically. There could be lots of reasons why this may happen. Perhaps it's as simple as hiccup in the server during the transaction. I don't think it's something that you should expect to happen again.