Missing an order

[InnHomeSystems]

I just received a PayPal payment generated from a sale in my Shopify store but there is no corresponding order with that customer's name in Shopify.  What's going on?  How do I get a Shopify tech to look at the problem?

Thanks Bill

[Propero]

this seems to be a known issue, you should look at abandon cart of equivalent value

[InnHomeSystems]

There it was! Thank you. Does that only happen with PayPal payments or
does the same thing happen with Shopify payments?

[Propero]

It should not happen with Shopify payments at least, but I am not sure, my client reported this on a third party payment option, luckily they called the customer to check and the customer was thinking the order is through as money was deducted, they had to create a draft order and do fulfillment, payment was captured so it wasn't automatically refunded, usually that is the practice for the order which has a problem in transaction failure

[Jordan_L]

Others complaining about this issue:

https://community.shopify.com/c/Payments-Shipping-Fulfillment/PayPal-Express-Checkout/m-p/904279

If you received payment via Paypal your Order should be in Abandoned Cart. At least that's how this error is showing up for us.


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. Customers were complaining, so we looked into it.

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/paypal's fault, which is not an appropriate answer. Essentially saying there's no issue.

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 resolved. This hasn't happened in the past this often, so there is some new issue.

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.

Another thread about this:
https://community.shopify.com/c/Shopify-Discussion/Shopify-not-showing-orders-via-Paypal/m-p/689024