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Prestashop order confirmation mail is sent to customer but order fails to register in store


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I have a PrestaShop with a custom theme (not classic). The list of modules used with this theme is rather simple - nothing fancy.

From time to time - this is the second time it happens in 3 months - a customer places an order, receives a confirmation e-mail which he than forwards it to us (so it exists), but nor the customer nor the order shows up in the backoffice Clients/Orders list and no email is sent for owner of the store (we use the ps_emailalerts module).

Has someone encountered this type of situation?
What can we do to fix it?
Thanks! Regards!

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