Ted here from Shopify, thanks for reaching out to us.
Normally if an order can't be seen in the Shopify admin but it can be seen in your payment gateway account; it means that the customer left the payment screen after they paid and did not wait for Shopify's order confirmation screen (the very end of the Shopify checkout process). For example, when they confirmed the payment on Paypal's website, they were not redirected back to the the "Thank you" page on Shopify's checkout.
You have two options here if you can't see the order in your admin.
Please me know how this goes!
Shopify is having issues populating orders from Paypal. You should call for assistance. We had a customer complain that payment was made through Paypal and yet we could not find her order in Shopify. It was under Abandoned Checkout, but the payment was completed in Paypal. We had to create a draft order and mark it paid. Support said the issue started on Oct 3rd. We are now going through every abandoned cart since Oct 3 to check if any more payments were completed in Paypal but not populated to Shopify.
Thanks for the information Brooke.
We've run into the same issue and have traced it to starting
Oct 1st at 4am ICT Oct 3rd (first abandoned cart was Oct 1st, but first attempted payment on that order was Oct 3rd)
We've had 11 orders which were paid in paypal, but left in Abandoned Cart in Shopify.
We have 3 stores and this is only happening on a single store. Granted that store has the majority of sales.
We've contacted Shopify and they've told us there is no issue and that it's our customers fault, which is not an appropriate answer.
We've talked with Paypal as well and they are blaming Shopify.
I can understand some kind of race condition could allow this to happen rarely, but due to the large number of failed orders in the past 7 days, which have not happened in the past, something is wrong here and needs to be resovled.
To attempt to resolve this issue, we've disconnected Paypal as a payment option and re-enabled it. Perhaps it's a expired API token or something. I'll follow up if this has resolved the issue for us.
Our store is having the same issue, 4th person contacted us today. I search their name in the Shopify orders list and their name doesn't show up. However once I search on PayPal, I find their name and order. For some reason there is a problem with PayPal and Shopify linking or something. Hope someone can find a solution soon as we don't want to keep missing orders like this.
I am also having this issue on my store.
I get a notification from paypal but no order shows up in my shopify orders. In addition to that Paypal doesnt even show the item that the customer ordred so I have to cancel and refund the transactions.
I just transferred my website from WIX and was hoping for a better experience than this, since it never happened with them.
The problem is that its not showing the item in the paypal transaction either, only an amount so I have no idea what they ordered.
You can try to check the Abandoned Carts if you see a match with the email and/or cart order value