Payment received, but no order info

[lswebs]

Twice in the past week, my client has received paypal payment for a shopsite order, but shopsite has no order information. In paypal, it says it's a shopsite order, and even has a shopsite invoice number. But shopsite has no info on it at all. Has anyone run into this problem before? Any help you could give me would be GREATLY appreciated. Thanks!

[Jim]

What type of PayPal are you using? PayPal Website Payments Standard or
PayPal Express Checkout?
If you are using the PayPal Website Payments Standard it relies on a IPN from PayPal back to the shopping cart to say that the order has completed. If that IPN is somehow blocked then ShopSite does not know if the order ever completed.

Also if the PayPal order was paid by a check/bank draft the IPN is not sent until after the check has cleared which may be a few days.

I'm not sure if there is a way to have paypal resend the IPN for a specific order so you might check with them and see if that can be done.

I would recommend that you use the PayPal Express Checkout which doesn't require the IPN and seems to be more reliable.

[lswebs]

In Shopsite it says PayPal Website Payments Pro (Express Checkout) so I'm not using standard. And it's not a check or anything like that...both were Visa payments through Paypal. I guess I'll check with Paypal and see if they can help. Thanks

[loren_d_c]

So the shopper entered their Visa number on your site, and it was then processed through PayPal?

If so, that would be the PayPal Website Payments Pro direct access API method (not Express Checkout, although if you have the WPP direct access API method enabled you are forced to also have Express Checkout enabled).

This separate PayPal Website Payments Pro method works more like a regular payment gateway (where payment info is entered on your site and sent under the surface to PayPal to process it and then PayPal sends back the acceptance or rejection codes to the shopping cart). It is enabled with the other regular payment gateways down in the Payment Processor settings in the Commerce Setup -> Payment menu. If you have this payment gateway enabled, what version of ShopSite do you have? If older than v9.0.3, then I would suggest upgrading to v9.0.3 or newer.

-Loren