Hi,

A customer tried to make a purchase on our site on December 25th, but it was declined due to an incorrect zip code. He tried this purchase two different times, generating two different invoices. We can see on Auth.net that he tried and that the purchase was declined both times, but I can't find anything on our site back-end in the orders section.

I've searched by his name, the invoice number, and the order status but I can't find anything by him on December 25th or any other close date. I've also tried with no filters but just dates and still no luck.

Are we possibly misunderstanding something with how orders appear in Ecommerce, or is there genuinely something wrong with both attempted orders/invoices missing? For additional context, we got back in office yesterday and noticed this.

Thanks,
Mike

Hi Mike

quote:

---

I've searched by his name, the invoice number, and the order status

---

By the invoice number, do you mean the order id? Has it just been deleted and if so have you tried searching for Deleted Orders?

Vince

Click Here for Shopping Cart Software
Click Here to sign up for our newsletter
Click Here for the latest updater

In addition to Vince's suggestion, check to see what you have set for deleting incomplete orders in Main Settings > Order Management

Thanks,
David

Hey guys,

I did check deleted orders, nothing unfortunately. We also have the delete incomplete orders setting turned off.

Also, you are right Vince, my apologies, Order ID is what I've been looking at. It seems that the two Order IDs that would be under his name are completely missing.

Worst case, we will just contact him and have him order through PayPal.

Thanks,
Mike