Most, but not all customers who enter an order number and email to get a printable receipt at orderstatus.php now see a valid tracking number, but no receipt and the message to "Please contact our customer services department for details of your order".

This issue does not seem to be connected to the 7.2.5 update, since we see the same issue, with the same orders, on our test site that's still running 7.1.11.

So far we haven't found a common factor that makes an order's receipt not appear.

We'd appreciate any suggestions to help troubleshoot this.

Just now, on our sandbox site running 7.1.11, in the Store Admin under Database Utility I clicked Optimize Database and that fixed the issue.

I then tried this on our other sandbox running 7.2.5 and it also fixed the issue there.

On our production site, other than downloading a fresh back up of the database, are there any other precautions I should take before I click Optimize Database?

Thanks in advance for this.

Er, I may have spoken too soon. The Optimize Database utility seems to have fixed the issue for some orders in our sandbox, but not for others.

Again, any suggestions to troubleshoot would be greatly appreciated.

The order status page only works for the customer for a short time after they place the order.
If you are logged in as an admin, it will always work for you, regardless of the order you are looking up, but not for the customer if a set time has passed.
I had deal with this myself some time back and the info above came from Vince, with the exception of me forgetting how long that time is.

I seem to recall him saying he was going to make a change to extend that time out a bit.

I'll see if I can find my old post.

David

Ok, I found it was a private conversation and not on the forum.
This setting was for 7 days, but he mentions that he might increase that to something closer to 30 days.
If you want to message me, I can tell you where to increase that in the code.

Thanks,
David