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Missing Order
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Order completed. Payment received through Paypal. No record of order in database.

My commerce site was working fine with 3 orders properly processed and notifications sent. Then I got an email from Paypal that a payment was received which means there was an order. Order #28 to be precise. I signed into the site as Admin and I went into the Store Orders and there was no sign of order#28. It is not in the shopping cart OR the order panes. I went into the database (phpMyAdmin) and looked at the commerce orders table and that order number is just not there. The customer information is there and correct. How could this happen? What do I need to do to fix it? Any thoughts? I am totally stumped!

Thanks

Asked by: marlenesayers
on December 17, 2013

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Interesting problem. Would be nice if you could jump into the database to determine if the order is actually missing.

Take a look at the table "commerce_order" table and see if you can find an order #28.

If the order is not missing, then your orders view is filtering it out somehow. If the order is missing, then you have some sort of custom module, rule, or code in some form that deleted it. Nothing Commerce will delete an order. In fact, it aggressively keeps track of changes to the orders in the revisions table.

Josh Miller
Answer by: Josh Miller
Posted: Dec 17, 2013

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Thank you for responding. As I noted in my original post:
"I went into the database (phpMyAdmin) and looked at the commerce orders table and that order number is just not there. "
I also went into order revisions and the order #28 is not there. BUT the customer shipping and billing information is there. I called my host and they ran diagnostics on the database and said it was all fine!
The site is cjri.redbarnstores.com. It is my first drupal commerce site, It is pretty simple! But it was a good place to start to understand commerce. I am more than a little befuddled by what happened.

- marlenesayers on December 17, 2013

Yeah, as I put in the answer, this means something on your store deleted it. It could be an errant click and then a confirmation click? Perhaps a rule that deletes old carts that doesn't have a great condition? Other than those two possibilities, I can guarantee that there isn't a line of code in commerce core that would delete an order without explicitly being told to do so and getting confirmation.

- Josh Miller on December 17, 2013
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I'm having a similar issue while trying out a new installation. It was working properly but then I edited the address fields in the customer profile types and deleted all the test orders that I'd created. Since I did that, new orders that I create aren't showing up under admin/commerce/orders any more. The customer profiles that are created when orders are placed do show up, but if I try to delete them it says that they can't be deleted because they reference orders. I do see the orders in the database. Did you delete orders or change profile types before you started having this problem?

Answer by: laura_b_b
Posted: Jan 26, 2014

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I can see the orders individually when I go to admin/commerce/orders, type in the order number and hit 'view order' but they aren't listed. The form says 'No orders have been created yet.'

- laura_b_b on January 26, 2014

I found the orders. They're under the 'shopping carts' tab instead of the 'orders' tab. Before I fiddled around they were going under the 'orders' tab and showing as paid when they weren't, but somehow that's fixed now. I don't know why those tabs are sometimes invisible to me, I need to make a better habit of looking for them.

- laura_b_b on January 26, 2014

It's a PayPal setting. Contact PayPal and they will take you through the process to get it right. The problem is that the customer is not clicking the link to return to your website. There is a setting to make this automatic and it resolves the issue.

Willem

- willem on March 3, 2014