Help - Mysterious Missing Orders with Paypal only

[wolfman645]

Normally Paypal payments works fine on my site using Miva 4.23, but I have had the following error occur 3 times now with Paypal payments, and I'm starting get concerned.

Scenario:
======

• customer orders products and pays with paypal (lets say order # 2010 for example)
• The funds show up in my Paypal account for the aforementioned order #2010, but I never get any kind of email notfication, and more importantly the actual order never shows up in Miva at all
• I now have no record of which products have been purchased, and no customer contact info except for the email since the Miva order disappeared.
• Shortly thereafter, that very same order # gets assigned to another customer, so I really am using the same order # twice

Again, I wish to reiterate this has never happened with Visa/Amex payments, only with Paypal. I would also like to add that 99% of the time the paypal payments function perfectly.

Any help would be greatly appreciated. I wonder what can be causing this and how can I fix it??

Thanks in advance.

Andy

My site is http://www.rothsteinguitars.com
I am using Miva 4

MM: v4.23 / MVM: v4.1400
Open UI [4.956/4.956/4.956/4.984]
The payment module I'm using is PayPal Instant Payment Notification

[Rick Wilson]

Re: Help - Mysterious Missing Orders with Paypal only

We're aware of the issue, it's due to an API change at PayPal. Please contact our support department tomorrow and they'll get you the updated module as soon as it's available (hopefully tomorrow)

[wolfman645]

Re: Help - Mysterious Missing Orders with Paypal only

We're aware of the issue, it's due to an API change at PayPal. Please contact our support department tomorrow and they'll get you the updated module as soon as it's available (hopefully tomorrow)

Rick:

Thanks so much for the info. Just to clarify, may I ask a few more questions:

1. Should I be calling the support department for my web hosting company, or paypal, or someone else?
2. When I call, will they know where to get the updated module from?
3. Who installs the updated module, the web hosting administrator, or can I install this myself?

Thanks again,

Andy

[Rick Wilson]

Re: Help - Mysterious Missing Orders with Paypal only

Please call Miva Merchant Support at 866-284-9812 we open at 7 AM PST. We will assist you in the whole process.

[LeeAmon]

Re: Help - Mysterious Missing Orders with Paypal only

We had seen problems like this with Paypal for several years. The problem occurs because Paypal does not "tell" Miva that the transaction has been completed until the customer clicks on "return to store" after authorizing the paypal payment.

Since the "return to store" button is on the bottom of the paypal screen, some customers miss it. They enter the order, go to paypal, but never go back to your store.

When this happened to us for the third time, we switched to Weiland's paypal module, and we haven't had an issue since.

What may be new is the duplicate order number. We did not have that

[Rick Wilson]

Re: Help - Mysterious Missing Orders with Paypal only

The return to merchant link does not have to be clicked with our module either, as long as all the settings in your paypal profile are properly set.

This specific issue was caused when PayPal recently updated their API and when someone would place an order without a PayPal account it would behave like this.

The issue has been fixed and our support team has the updated modules.

[wsmith]

Re: Help - Mysterious Missing Orders with Paypal only

FYI

To configure Paypal and MIVA Merchant:
At PayPal, make sure to enable your Instant Payment Notification Preferences and Website Payment Preferences:
* Instant Payment Notification (IPN): On
* Instant Payment Notification (IPN) URL:http://yourdomain.com/mm5/paypalp.mvc?

* Website Payment Preferences Auto Return: On
* Website Payment Preferences Return URL: http://yourdomain.com/mm5/paypali.mvc?
You must also have the Payment Data Transfer option turned on and the same email address that is setup for your Paypal account in the Paypal configuration under Payment Configuration in your MIVA Merchant admin interface.
If you are getting duplicate shipping charges:
1. Login to your account at www.paypal.com
2. Click on the Profile tab.
3. Under "Selling Preferences", click on "Shipping Calculations".
4. Check in the box at the bottom next to: "Click here to allow transaction-based shipping values to override the profile shipping settings listed above (if profile settings are enabled)."
5. Click on Save and you are all set.

Follow the steps above and if orders continue not to show up in Miva Merchant, please contact our support department at 866-284-9812.

Thank you,

Wayne

[wcw]

Re: Help - Mysterious Missing Orders with Paypal only

Two things:

1) These instructions only apply to the paypal module that comes with Miva Merchant. 3rd party modules must not follow these instructions as they are different.

2) Steps 4 and 5 in your instructions are outdated. paypal.com has changed how the shipping is configured, and likewise, the transaction override.

[LeeAmon]

Re: Help - Mysterious Missing Orders with Paypal only

btw - I am thrilled to see these responses from Miva.

[Arthur G]

Re: Help - Mysterious Missing Orders with Paypal only

But when you turn on the Payment Data Transfer option, what do you do with the Identity Token from Paypal? Does this have to be copied back to Miva somewhere?

Thanks,
Arthur

[TherionArms]

Re: Help - Mysterious Missing Orders with Paypal only

Bringing this thread back to the top - Wayne and the Miva folks were quite helpful in getting me past this problem last fall and everything has been fine since then.

However, this afternoon I just got another order in with the same symptoms as earlier - received the PayPal payment notice, but did not get a Miva sales order email and the order is not showing up in my list of unbatched orders - so I have no whay of knowing what was ordered without emailing the client to ask.

Did PayPal just change something again?

[wolfman645]

Re: Help - Mysterious Missing Orders with Paypal only

Bringing this thread back to the top - Wayne and the Miva folks were quite helpful in getting me past this problem last fall and everything has been fine since then.

However, this afternoon I just got another order in with the same symptoms as earlier - received the PayPal payment notice, but did not get a Miva sales order email and the order is not showing up in my list of unbatched orders - so I have no whay of knowing what was ordered without emailing the client to ask.

Did PayPal just change something again?

Same here.....the Miva folks have been extremely helpful and responsive. It seemed as if the problem was solved, but for some reason it reared its head again last week for only one of my Paypal orders. Very strange.

[Jim McCormick]

Re: Help - Mysterious Missing Orders with Paypal only

If anyone is having problems getting orders back to the shopping cart from paypal please make sure you've taken look at your paypal configuration and if it's configured correctly please contact us in support. If you have contacted us in the past and have a ticket number please have it with you when you call or if you have an old email from the ticket just reply to it and the ticket will reopen.

At PayPal, make sure to enable your Instant Payment Notification Preferences and Website Payment Preferences:

* Instant Payment Notification (IPN): On
* Instant Payment Notification (IPN) URL:http://yourdomain.com/Merchant2/paypalp.mvc?


* Website Payment Preferences Auto Return: On
* Website Payment Preferences Return URL: http://yourdomain.com/Merchant2/paypali.mvc?

***NOTE***
PLEASE USE YOUR SITE'S SPECIFIC URL TO PAYPAL*.MVC. /Merchant2 is just the default.


Payment Data Transfer option must be turned on and the same email address that is setup for your Paypal account in the Paypal configuration under Payment Configuration in your MIVA Merchant admin interface.


You must also have the latest Paypal module installed in your store. v4.14-v4.24 stores need v4.2403. To find the version expand Modules and click on Paypal IPN. If you have anything but v4.2403 please contact support so we can install the latest module for you.

If you came across this thread and you're using Miva Merchant v5, make sure the Upgrade Wizard has no patches to be installed and take a look at this thread:

http://extranet.miva.com/forums/show...nfigure+paypal

[TherionArms]

Re: Help - Mysterious Missing Orders with Paypal only

Howdy, Jim.

Thanks for popping in so quickly.

I have verified all of the settings and modules above - that's what your folks helped me with last Fall after PayPal made their changes.

My store is relatively low-volume, and the majority of my transactions are Verisign rather than PayPal.

My last couple of sucessful PayPal transactions were on 01/24, the transaction that didn't correctly register data or send email was on 01/30.

My first thought was "Oh no, PayPal's changed something on us again!", which is why I checked the forum boards for any new info then resurrected the old problem discussion.

[wolfman645]

Re: Help - Mysterious Missing Orders with Paypal only

Hi - this is Andy again. The problem has resurfaced for me again. I have had 4 paypal orders over the past few days and 2 of them have disappeared. Any help would be greatly appreciated.