PayPal Completed Transaction But Order Never Created in Shopify

Dave_Franks
New Member
2 0 0

A customer recently choose to pay for purchase using PayPal. They said they received confirmation from PayPal but an order was never created in Shopify. Has anyone ever had this issue before? If so, what was the issue(s) and/or how did you fix the issue.

Replies 7 (7)
Trevor
Community Moderator
Community Moderator
3210 432 741

Hey, Dave. 

When your customer selects Paypal to finalize their order there is a chance that Paypal API failed to send back the order confirmation which would cause it to show as paid in Paypal, but not in Shopify. This could happen either due to Paypal taking to long to return the information back to us, or your customer closing the Paypal window before they were redirected back to the Shopify checkout. 

Nevertheless, the first thing you'll want to do is check your Paypal account to confirm the funds are there. If they are, then you should be able to find the customer in your abandon checkouts. Once you have the order information, you can create a draft order, and mark the order as paid so you can complete the fulfillment process. 

If there's anything else I can help with please don't hesitate to reply back and I'll happily help out!

Trevor | Community Moderator @ Shopify 
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Dave_Franks
New Member
2 0 0

Peter,

Thanks for your reply. That makes sense. Is there currently anyway to proactivly find these before the customer emails or calls? Like a report of some type in Shopify that can help identify these? I've been told this is the first time this has ever happened but I want to make sure we identify the issue if/when it happens in the future, not the customer.

Trevor
Community Moderator
Community Moderator
3210 432 741

Hey, Dave. 

I understand why you'd want to be proactive about this, however, Shopify doesn't currently offer a report or a way to track whether or not a transaction failed. While these occurrences are rare, you could keep an eye on your Paypal to keep track of whether or not you're seeing a higher value in sales in comparison to your Shopify admin. The Paypal order should provide the customers' contact information which will allow you to reach out to them, as well as track down their abandoned cart should the order not fully transfer over. 

Let me know if you have any other questions!

 

Trevor | Community Moderator @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Lava-gallery-nz
New Member
1 0 0
I have received the PayPal payment but no order has been generated and there is nothing in Abandoned carts. We have had a successful PayPal transaction previously so assume it is set up correctly.
We have also noticed stock going 'out of stock' (a reduction in inventory) without a sale or abandoned cart being generated. Any clues. Thanks
KirstenDaun
New Member
2 0 0

 A Customer placed 4 consecutive Orders and was charged 4 times by PayPal after receiving this message 4 times, from www.ourwebsite/apps/checkout:

"Your order could not be processed due to insufficient inventory. If you have been charged, you will automatically be refunded in 5 to 7 business days."

1./ All Items she ordered are IN STOCK, and furthermore, we have opted for NOT TAKING orders on "out of stock" items.

2./ We have no trace of her transactions in SHOPIFY. We cannot find her in our ABANDONED CHECKOUTS.

This is pretty terrifying as it seems like the error comes from us, but we cannot even find this error in our SHOPIFY, cannot even find the communication she received from us. We can only find it in PayPal after the fact!!

PLEASE HELP

 

 

 

KirstenDaun
New Member
2 0 0

A Customer placed 4 consecutive Orders and was charged 4 times by PayPal after receiving this message 4 times, from www.ourwebsite/apps/checkout:

"Your order could not be processed due to insufficient inventory. If you have been charged, you will automatically be refunded in 5 to 7 business days."

1./ All Items she ordered are IN STOCK, and furthermore, we have opted for NOT TAKING orders on "out of stock" items.

2./ We have no trace of her transactions in SHOPIFY. We cannot find her in our ABANDONED CHECKOUTS.

This is pretty terrifying as it seems like the error comes from us, but we cannot even find this error in our SHOPIFY, cannot even find the communication she received from us. We can only find it in PayPal after the fact!!

PLEASE HELP

 

evomshop
New Member
4 0 0

Hello Dear,

i have similar problem.

that i made a test order from my store using visa card, and i received a confirmation from PayPal ,but there is no orders created.