Hi,

Just recently, we've found that an order previously marked as pending (A status I believe we created on the Order Status page) had disappeared. We can see it had been placed via Auth.Net, but it seems to be nowhere in our orders page.

I tried searching via cancelled, deleted, and other filters just in case but no luck.

I did check our Order Management settings, but Stock Management is not on, and the only setting that is on is that logged in customer cart items will be deleted after one week.

We had another order do this a few months ago (One marked as cancelled I believe), but did not end up finding the origin of the issue. Just like that order, thankfully we are not going through with it as the customer failed to give us more info to complete the order anyway.

Are we possibly missing something with this? Thankfully we aren't completing this order, I just can't track if some type of functionality removed this order or maybe this really is user error.

Thanks,
Mike

Hi, I would check the order status you have setup in the admin.
When orders come in that are paid, they go to order status number 3
If they are not paid they stay in order status number 2 and may be removed automatically depending on what you have set in Admin> Main Settings > Order Management

If you are sure the order made it to status 3, then it will not be removed unless you, or someone with access to your store deletes the order, and then clicks the button to "purge deleted" orders.

Thanks,
David

Hey David,

I can confirm that Stock Management has been turned off, but I will double-check that no one had deleted this order unintentionally.

Thanks,
Mike

Hi, no, you want to check "order management" to see what you have set for the time period that incomplete orders remain before they are automatically deleted.
Thanks,
David

Omg, I see exactly what you mean now, apologies for that.

It looks like it clears incomplete customer orders after 1 week, would this include orders that were not fully processed?

Also, wouldn't these orders still show up in the "Deleted" order status section?

Thanks,
Mike

Hi, it would include orders that show in red in your admin - this is abandoned shopping carts where the customer made it to the last step, then left.
They are completely removed after the 1 week setting you have there.

Again, this is incomplete orders that are in order status 2

Thanks,
David

Hi Dave,

I did clarify with our salesperson, the customer did checkout on their end and we just had to authorize the charge on our end (via payment processor page), but we did not as they lacked certain info.

After not being able to find the web order in ECT, we ended up voiding the process as the customer had not provided enough info for verification and we did not want to continue having charged them.

Thanks,
Mike