Missing order, but payment received

I have a case of a "missing order". The payment was received, via PayPal Pro, just like all other orders, but there is no record of the order in HikaShop. There are no missing order numbers either. The order numbers are sequential and just skip this particular order. We also had a duplicate payment on this one, with the second payment coming in nearly 3 minutes later. The staff at the store have verified that it is a real order, and this specific person has ordered twice before in the past.

Because of all of this, I am thinking there was some sort of glitch in the processing for this order where it handled the payment, but never created the order record in HikaShop. Is that even possible?

I am trying to get information from the user about their experience making the purchase, and see if they saw anything odd (which I expect), and if they saw any error messages. At the moment though I don't have any information on that.

Is it even possible with the PayPal Pro plugin to receive a payment but not get the order record created because of an issue on the website? Anyone have any thoughts on this?

-- url of the page with the problem -- : www.bear.org/website
-- HikaShop version -- : 2.1.2
-- Joomla version -- : 2.5.14
-- PHP version -- : 5.3.17
-- Browser(s) name and version -- : N/A
-- Error-message(debug-mod must be tuned on) -- : N/A

Hi,

I saw that you have the 2.1.2 Hikashop version,so can you download the last version of Hikashop, install it and try it again ?

Thank you for the reply. I can upgrade, but as we have never noticed this issue before, and we don't know how it happened to begin with, we don't know how to replicate it. So upgrading, although it might be a solution, doesn't help us figure out what really happened here.

I don't know how the PayPal Pro payment plugin is coded, but is it possible with how it is coded for payment to be received and the order never created?

We are just trying to figure out how this occurred and what might have caused it.

Please let me know if you have any thoughts on that.

Hi,

Thanks to check in the log file (Config > Main > Files) if there is any entry about an error with Paypal pro.
That can help to understand what happened.

All that log says is "Could not load any order for your notification", and it says that 17 times. No time stamps, or other information are in the log. Any idea what that means?

Also, I did upgrade to the latest version of HikaShop. I still want to understand what happened, and given that this message appears in the log 17 times, does that mean the same thing could have happened to 16 other orders?