hurray Posted November 8, 2013 Share Posted November 8, 2013 (edited) In the past week, I have had 2 orders that didn't appear in back-office. Order1, I received a payment confirmation email from Paypal but there was nothing in the back-office. I did a search with the customer's email that I got from paypal, and under his account I could see his order and his cart. Order2, I received a payment by cheque today from a customer. Thankfully she wrote a note with the order number. I did a search with the order number and nothing came up. So I searched with the customer's name and again I could see her order under her account. What is happening here? Why are orders going missing like that? I am using version 1.3.5.0. Edited November 8, 2013 by hurray (see edit history) Link to comment Share on other sites More sharing options...
vekia Posted November 8, 2013 Share Posted November 8, 2013 hello are you able to verify your prestashop database for these orders? Link to comment Share on other sites More sharing options...
hurray Posted November 8, 2013 Author Share Posted November 8, 2013 (edited) Hi Vekia, Yes I can see that both the orders are in the database under table ps_orders. Edited November 8, 2013 by hurray (see edit history) Link to comment Share on other sites More sharing options...
hurray Posted November 11, 2013 Author Share Posted November 11, 2013 The orders are in the database but do not appear in the back-office. Link to comment Share on other sites More sharing options...
tuk66 Posted November 12, 2013 Share Posted November 12, 2013 Probably these orders was not completed correctly. Look at order history data (ps_order_history). Link to comment Share on other sites More sharing options...
hurray Posted November 13, 2013 Author Share Posted November 13, 2013 For order1 that was paid by paypal, I received the payment confirmation email from Paypal. So I guess the order was completed correctly. For order2, that was paid by cheque, I have no idea of knowing whether or not it was completed properly. But I do not see any reason why they would not have completed properly. Link to comment Share on other sites More sharing options...
hurray Posted November 17, 2013 Author Share Posted November 17, 2013 Hi Vekia, Again today another order did not get displayed in the back-office under "order" tab. What is causing this and what is the solution? Link to comment Share on other sites More sharing options...
hurray Posted November 20, 2013 Author Share Posted November 20, 2013 I really need some help to figured out what is causing this problem. Can someone please help? Link to comment Share on other sites More sharing options...
hurray Posted November 27, 2013 Author Share Posted November 27, 2013 One more order went missing from the back-office this sunday. Thank god the customer contacted today to find out why he has not received any update about his order. Can anyone please help? This is getting very urgent. If this continues, I will one day get an order from a customer who will signal my business to the fraud department because his order would have gone missing from the back-office and he would not have received anything. Link to comment Share on other sites More sharing options...
tuk66 Posted November 28, 2013 Share Posted November 28, 2013 Are all your orders in continuous serie? Like 1, 2, 3, 5 and 4 is missing in Back Office? What about the ps_orders table? Are missing orders there? Link to comment Share on other sites More sharing options...
hurray Posted November 28, 2013 Author Share Posted November 28, 2013 Hi Tuke66, thank you for your help. Looks like prestashop moderators are busy on their side projects and do not care much about the forum and the community. Anyway, yes my orders are in continuous series like you mentioned above with gaps of the missing order. I checked both ps_orders and ps_order_history tables and all the missing orders are there. They just do not appear in back-office under orders tab. Link to comment Share on other sites More sharing options...
tuk66 Posted November 28, 2013 Share Posted November 28, 2013 I have seen that. Look at order history data (ps_order_history table). History is probably mising for "hidden" orders, the order is not successfully completed and doesn't appear in Back Office. It is hard to say the reason. Buggy payment module, server timeout, sending mail problems or else. I have no idea how to find out that. Link to comment Share on other sites More sharing options...
hurray Posted November 28, 2013 Author Share Posted November 28, 2013 Yes, in fact the order is missing from ps_order_history table. The order cannot be found under the field "id_order". This never happened before. I have been using version 1.3.5.0 for at least 3 years. But in the last month or so, I have lost 4 orders. But there is one thing in common. These orders went made on the days I did a promotional discount and sent out a newsletter to all my customers. Link to comment Share on other sites More sharing options...
hurray Posted January 7, 2014 Author Share Posted January 7, 2014 Is there some major concerns with Prestashop? Do I need to move to Magento. A customer again contacted this morning saying that she hadn't received her order. I checked the back panel but could not find the order. I did some advanced search and found out that here order did not get saved on the order tab. This has happened to me a lot of time. Can someone please shed some light here? I need to know if I should move away from prestashop or if the problem is with the server where my site is hosted, in which case I would need to change the hosting company. Link to comment Share on other sites More sharing options...
tuk66 Posted January 7, 2014 Share Posted January 7, 2014 Things are too complicated to get a simple advice. I would vote for all reasons at once but it has long been known that if the record is not saved in the ps_order_history table then the order is not displayed in Back Office. Link to comment Share on other sites More sharing options...
vekia Posted January 7, 2014 Share Posted January 7, 2014 usally problems like that are related to payment module which isn't saving orders to your shop database correctly. what payment was used for these missed orders? Link to comment Share on other sites More sharing options...
hurray Posted January 14, 2014 Author Share Posted January 14, 2014 Finally, a moderator thinks that this is worth replying to... My customers used, Paypal and Cheque. I got an email from another customer "Right Now". Her order also went missing on 27th December and today is 14th Jan. Basically on her email she said "Where is my order? I saw that you validated the order and I have been charged for it. Either you refund me or I will report you." Surprisingly in this case, I do not even have the product detail. I only know the amount but have no idea what she bought. I am serioulsy thinking about moving away from prestashop. Too many problems and no help in the forum. Whereas, magento is gaining popularity every day. Link to comment Share on other sites More sharing options...
hurray Posted March 31, 2014 Author Share Posted March 31, 2014 Is there any admin here that is willing to help me with this issue? I run into this problem almost one a month. It seems like prestashop has some problems. Today also I had a customer call me to complain about why he did not recieve his order. I checked on the back-panel under "Order" tab and there isn't any order under his name and I can see that the order number is missing. From order 3125 it goes directly to order 3127. What is going on here? I have been using the same prestashop version for last 3 years and I have been having his problem only since last 4 months. Link to comment Share on other sites More sharing options...
richsuccessonline Posted July 12, 2014 Share Posted July 12, 2014 Hi, It also happen to me. There is 2 orders missing from BO but it exists on database. Could somebody help me figure out why this is happen and provide the solution? My prestashop version is 1.6.0.8 and I'm on developed stage Thank you Link to comment Share on other sites More sharing options...
tuk66 Posted July 14, 2014 Share Posted July 14, 2014 The orders existed in ps_orders table but missing from Back Office Orders page is generally caused by incomplete order process and missing tied records in ps_order_message table. Link to comment Share on other sites More sharing options...
richsuccessonline Posted July 15, 2014 Share Posted July 15, 2014 Hi tuk66, thank you for response But the problem, the missing order is displayed in dashboard. And I'm pretty sure the missing order was complete, because I'm the one who did the order for testing Thank you Link to comment Share on other sites More sharing options...
tuk66 Posted July 15, 2014 Share Posted July 15, 2014 So there is no visible reason. The way would be to analyze all related database tables and try to track down something wrong. Link to comment Share on other sites More sharing options...
Ittu Posted July 15, 2014 Share Posted July 15, 2014 Have you check this order in your cart ? Customers > Shopping Carts You can generate this order by cart. Link to comment Share on other sites More sharing options...
ticocid Posted August 13, 2014 Share Posted August 13, 2014 Have you check this order in your cart ? Customers > Shopping Carts You can generate this order by cart. I have the same problem and i do that to check every day if there are a new missing order. What can we do to fix it? Help pleasee! Link to comment Share on other sites More sharing options...
tuk66 Posted August 18, 2014 Share Posted August 18, 2014 The order process is about many steps, many database inserts and must be completed successfully to see the order. For example, missing record in the ps_order_message table hide the order. Link to comment Share on other sites More sharing options...
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