Order placed and paid for with no record created

[AaronReardon]

2 different customers used a payment option provided by out third party payment provider, and their orders were not created on the store dashboard, not were there confirmation emails sent to the customer or myself. 

please can this urgently be attended to as we have confirmed that we have the customer funds, but we have no record of the items they purchased and therefore cannot fulfill their order. 

[Victor · Accepted solution]

Hi @AaronReardon,

Thank you for reaching out with your question. Can you tell me which payment method was used by the customers? Is this a third-party gateway installed as an app?

Third-party gateways that can be used on Shopify are designed to communicate that the payment has been collected, after which an order will be generated within the Shopify admin that includes payment details provided by the gateway. If the integration fails to properly communicate to Shopify that this payment has taken place, then the order will not generate and instead may appear as a abandoned checkout.

In this case, I would recommend manually creating the orders via the draft order feature. You can manually mark the order as paid and add in the products bought, customer information etc, and then fulfill it as you would a standard order.

Kind regards,

Victor | Shopify Social Care