Empty shopping basket although customer has made a payment?

[roobyroo]

Hi everyone, I'm looking to pick somebody's brains. A customer had an abandoned order in the "Order In Progress" section but nothing in their shopping basket. I didn't think anything of it and just assumed that it was a genuine abandoned order, this was until I noticed that the customer has actually made payment to me for their order. I emailed the customer and it turns out that they had actually placed the order following through to pay via Paypal, so why did it show that there was nothing in their shopping basket?

My shop has only been open for a short while and this is the 1st time I have come across this. I could have quite easily not despatched the order thinking it was an abandoned.

Also, can I manually edit the customers order to add the item that they have purchased so that it shows up on their invoice?

I'm thinking it may be something to do with my shop settings that I have overlooked as this was the 1st order outside UK, all UK orders have been processed fine without any problems.

Thanks
John
http://www.characterplanet.co.uk (http://www.characterplanet.co.uk/)

[Jelly]

Hi

I haven't a clue about the first part of your query, definately one for Rich.

About editing an order, you can do this by clicking into the order the clicking on the edit button on top right of screen. this takes your to a screen where you can add admin comments etc, up on the top right hand corner is a remote control symbol if you click on this your can then add or remove items from the order as if you are shopping on your site you then complete the checkout process to confirm the changes. it will tell you the increase or decrease in the total of the order at the end. You have to take payment or refund monies via you payment system seperate to this facility.

Hope this helps

Karen

[roobyroo]

Cheers Karen

[Rich]

Hi everyone, I'm looking to pick somebody's brains. A customer had an abandoned order in the "Order In Progress" section but nothing in their shopping basket. I didn't think anything of it and just assumed that it was a genuine abandoned order, this was until I noticed that the customer has actually made payment to me for their order. I emailed the customer and it turns out that they had actually placed the order following through to pay via Paypal, so why did it show that there was nothing in their shopping basket?

I believe you haven't yet set up IPN (Instant Payment Notification) for your PayPal account. Go to Site -> Configuration: PayPal tab and note the IPN URL given on that page.

The IPN URL must be entered on PayPal's site, under Profile: Settings - and IPN must be activated by checking the box provided.

PayPal orders can be completed (sent to the Order Manager) in one of two ways - either the customer returns to the site manually, or the IPN notification reaches the server. In the case above, the customer did not return to the site and there was no IPN.

[roobyroo]

Cheers Rich, that seems to be working fine now