orders not showing up in backend

Hi Guys,

Twice now, I have had Eway receipts for orders sent to me, with no Hikashop order confirmation email, or the order showing up in the backend. There has been a successful Eway order after the first time it happened so I thought it was a one off thing.

Any ideas?

Thanks

Hi,

When you're creating an order and that you are redirected to the Eway payment gateway, do you have a new order with an order status set to "created" through your "Hikashop->Orders" ?
Also which Hikashop are you using ? You should probably use the last version of Hikashop.

Thanks Mohamed,

No there is no created order, there is no record of the sale at all, except when I login to Eway.

I haven't upgraded Hikashop or made any changes the site for months, so I don't think it has to do with that...

Thanks

Hi,

Thanks to check in the error log file (Configuration > Main > Files) if there is anything returned about that.

Hi Xavier,

I just looked at the payment log files and it says the log file is empty. Is this what you meant?

I don't see how you can get a payment without an order being created.
Before redirecting to the eway platform for the payment, HikaShop first creates the order. If the order cannot be created, the user is not redirected to the payment platform and the user stays on the checkout.

The only explanations would be that someone deleted the order, or that the customer made a payment without going through HikaShop.
It actually happened a few months ago to someone else who had forgotten to remove all the "pay with paypal" buttons on her website after switching to using HikaShop.

Thanks Nicolas!

Hi,
we have the similar problem. Customer make an order and get to paypal. We receive the payment from paypal, but no order is displayed in the backend and also we receive no email about the order. Until now we have three cases. Maybe you have some idea.
Thank you.

Try re-saving your payment plugins. I do this and it fixes the problem for a few days, then it comes back again.

OK thanks I will try this