PayPal "Back to merchant" thank you page is missing info

-- HikaShop version -- : 4.3.0
-- Joomla version -- : 3.9.12
-- PHP version -- : 7.3

Hi,

We get complaints from clients that after clicking "Back to merchant" when paying with PayPal the order number and amount are missing. We do have a thank you message with successful payment message but the content is indeed missing.
See attached image. In green we have the successful payment message and under this should be the order number and the amount.

Any suggestions?

Thank you,

Guy.

Hello,

Can you provide your paypal screenshot configuration ? And precise if these customers were in Guest mode or not please ?
Awaiting news from you to progress on your subject.

Regards

Hello Philip,

Please see attached the screenshot of my PayPal payment plugin settings.
The user was a guest, no user with this email under Joomla -> Users.

Thank you,

Guy.

Hi,

I think that it's because you have the "clean cart when order is" setting set to "created".
In that case, the cart is cleared when the customer is redirected to PayPal and not when the user is coming back from PayPal.
Thus, when the customer comes back, the cart information is missing and thus, for guest users the system has no way to identify the user. In that case, the user is considered as any other anonymous user and isn't given access to the order for security reasons.
So I would recommend changing that setting to "confirmed". Then, you should get the link to the order on the thank you page.

Hello Nicolas,

I've looked for this option inside PayPal payment plugin but could not find anything that resembles your suggestion. There's nothing in the plugin about "clean cart".
In addition, this purchase was made by me with a registered user.

Thank you,

Guy.

Hello,

The "Clean cart when order is" option is in your Main HikaShop Configuration page :
image missing https://i.imgur.com/69dh8gy.png

Now, from your last return, and in order to be sure, you say that even by using a login user account you haven't any information ?...
Even after have define the "Clean cart order when is" option to "confirmed" ?

Awaiting your return to be able to progress on your subject.

Regards