Orders disappearing on retrieval

[vickyb]

We have recently changed hosts and are experiencing a strange phenomena.

We have orders placed via our website and email confirmations sent to our own email but on retrieval of orders only a few will download and the others disappear from the server.

The orders can be seen on the server via ftp before retrieval is performed but afterwards they disappear.

We have searched Sellerdeck for the order numbers which we have got from the emails and the orders are definitely not in Sellerdeck.

We cannot see any correlation between the orders that disappear and the payment service providers we use or the orders being rejected because of non-payment.
We've opened a support ticket but the problem is still ongoing.

Just wondered if anybody could shed some light as to what is happening!

Thanks

[Mike Hughes]

Definitely not normal or something I remember hearing about before.

It could be the date on the server plus some kind of auto delete setup. It shouldn't be though if the orders can be placed OK.

It really does sound like the kind of thing that needs someone to look at in detail. Sellerdeck support should be able to find the problem for you.

Do you get any error warnings? and what's the website?

Mike

[vickyb]

No error messages appear

www.castlebergoutdoors.co.uk

[Jan]

Is it possible that the orders are being downloaded but are being omitted because you have a filter set on your orders screen?

If you click on the pending and completed tab do you see them?

Regards.

[vickyb]

No filters set

We've checked through the Pending, Completed, Pending & Completed, Pending Payment Service Provider, Filter Order and Quick Find tabs and tried searching the order reference numbers for the missing orders but they have definitely disappeared!

[Jan]

Have you tried compacting your databases?

Regards,

[chris ashdown]

In the meantime you could go to Business settings/Ordering/ email confirmation and put your email in there

This way you will get a email of each order and be able to manually copy any missing ones as a safeguard