Orders not being created

Hi,

When PayPal Checkout transmit the order information to PayPal, the email addressand order ID are always provided to PayPal.
The email address of the user might not be associated with a Joomla user account, that's correct. However, the email address will be associated with a user in the Customers menu of HikaShop for guest purchases.
Also, the order is always created before the PayPal Checkout payment plugin does anything. So you will be able to find an order with roughly the same creation date as the transaction date, with the same amount.
And since the order is always created, the plugin transmits the order ID as the "invoice ID" in the PayPal transaction details page.
So you should be able to match the order and the transaction together. Also, in the history of the order, which you can see at the bottom of the page if you open an order, you'll see the PayPal transaction ID recorded. So, that's also a way to match the order in HikaShop and the transaction in PayPal together.

If there is no invoice ID in the transaction, and you can't find any order in HikaShop, then the payment likely didn't went through HikaShop.
Maybe you were using another ecommerce solution in the past and it hasn't been disabled properly ? Or maybe you've installed another extension which can accept payments. Or maybe you've added somewhere a PayPal HTML payment button ? This can be easily done with just a copy/paste in a Joomla article, so it doesn't require any specific extension. However, that means that no information is available on the website. So that would also explain the situation.

Hi,

If you have an invoice ID, then, go in the Orders listing of HikaShop. There, you can see the "ID" column on the right side:
www.hikashop.com/support/documentation/i...listing.html#columns
The screenshot has not been updated for more recent versions of Joomla, but the default columns are still the same.
So you can search for an order with the ID matching with the invoice ID.

Hi,

The order ID in HikaShop is incremented by 1 for every order. Based on your screenshots, I can see that the last order has the ID 2448. So you had orders previously from "1" to "2448". On the PayPal screenshot, it says that the "invoice ID" is 19893.
This means the transaction did not originate from HikaShop since it would have had an invoice ID between 1 and 2448.
Also, the description of the product purchased on the PayPal screenshot is "Total price Item #:".
But the PayPal Checkout plugin in HikaShop will either use the name of the product, or the text "Order number: XX" where XX is the order number of the order in HikaShop (when the "send order details" setting is turned off in the payment method). So again, this indicates that the transaction wasn't done through the PayPal Checkout plugin of HikaShop.

So it all indicates that the transaction comes from something else than HikaShop.

If PayPal says that the transaction comes from your website, then it must come from something else. What ? I don't know, but certainly not HikaShop.

Note that PayPal says that it comes from your website. What did they say exactly ? It could be that you have a test website or something, in a subdomain or a subfolder of your website, where you have another ecommerce solution setup (or half setup), or a PayPal, HTML button or something.
In any case, PayPal has all the log necessary to be able to point you at the problem. Normally, the PayPal support should be able to give you the exact URL from which the transaction originated. This should be enough to identify the origin of the problem. Could you check with them ?