Order not appearing in Shopsite & no email

[Paula]

I received a Paypal notification of an order, which also appears in my PayPal account. I did not receive an email, nor does it appear in my Shopsite dashboard. Is there a glitch? I recall this occurring several months ago due to a PayPal change. Please advise asap. Thanks.

[Jim]

PayPal is currently having problems with their IPN process. I have received 8 emails from them in the last two days alerting to the issues. Here is a copy of the last one I received.

Live Site Status Update

UPDATE 1: We are continuing to actively work towards resolving this issue. Once this issue is resolved, we will attempt to deliver IPN messages to all merchants for received payments.

If you are currently manually processing your transactions, please verify that your IPN handler is able to handle IPN messages for manually processed orders.
A history of updates can be found at the end of this notification or at our Live Site Status blog post.
Sent Jan 28, 8:03 AM PST by SA

Start time: Jan 27, 11:04 PM PST (Jan 28, 7:04 AM GMT)
Estimated time for resolution: TBD

At this time, there is no alternative work-around.

If you have questions, contact PayPal Merchant Technical Services by filing a ticket; refer to PP-LIVE-3010.

We apologize for any inconvenience and thank you for your understanding.
Live Site Status blog | Contact MTS

Previous Updates to this event:

ORIGINAL NOTIFICATION: We are experiencing a system issue affecting Instant Payment Notifications (IPN) on the Live Site. Merchants may not be currently receiving IPNs for transactions. We are working towards resolving this issue.

Sent Jan 28, 6:33 AM PST by SA

[Paula]

Oh, great. In the meantime, I have no way of knowing what the customers ordered. Hopefully they will get this fixed soon? It's an inconvenience. Thanks.

[Paula]

I called PayPal, and was told they are "diligently working on this" and that this is a big priority to get fixed.

[loren_d_c]

For the current 'missing' order(s) you can either wait for PayPal to fix their IPN system, or contact the shopper and ask them what they purchased.

For future orders, please consider switching from the old PayPal Standard method of PayPal to the newer PayPal Express Checkout method. This newer PayPal method does not rely on the some-times flaky PayPal IPN system before the order can become finalized in your ShopSite.

-Loren

[Paula]

Loren,

I looked into PP Express several months ago. The reason I didn't choose it is because it seems the buyer has to have a PayPal account in order to use it. With Standard, they can pay without having a PP account. At least this is how I understood it.

[loren_d_c]

Paula,

If you are using ShopSite 11 sp1 or newer and do not have any credit card payment types enabled (Visa, Mastercard, etc) in ShopSite, then your shoppers should be able to use PayPal Express Checkout without having a PayPal account. See:

http://www.shopsite.com/help/11.1/en-US/new-features.html

PayPal Express Checkout Enhancements (Pro, Manager, Starter)
Shoppers can now use PayPal Express Checkout for credit card orders without having/creating a PayPal account when no credit card payment types are enabled in the ShopSite store.

-Loren

[Paula]

Thank you, I will have to look into this again.