Pending PSP orders

[Joyce @ Alba]

Today I discovered that an order that had been sitting in my 'Pending PSP' file, since 13 November, had actually been paid through Paypal. Yet it had not been marked as paid. By one of these sod's law things, neither did I get an email from Paypal confirming the payment either, but of course discovered this from the customer who emailed to ask if her order had been despatched.

Much grovelling necessary......

Has this been happening to anyone else? Any clues as to what happened?

[Duncan Rounding]

I've always received the Paypal email even if the customer didn't return to the site. Maybe you deleted it or filed it by mistake.

[Joyce @ Alba]

I thought that too, when I checked this morning, but I have just checked again and definitely no email to be seen. Of course when I checked my account it was there, and it would also have shown up at the end of the month (we do a one for one check then).

[papermilldirect]

We have this on a regular basis. Once every 6 weeks or so.

Previous enquiries to support sheds no light on the reason.

Our accounts dept. reconcile money in the bank with the daily sales reports I give them - if there is a descrepancy (over payment) they tell me, and I open the order in the pending window and make a manual adjustment to the order saying it's paid. Then despatch with a polite email to the customer if it's been delayed.

I realise that the above is no solution simply cross checking but if anyone does have an answer then I'd love to hear it.

We don't use paypal at all, we use securehosting - so unlikely to be a paypal issue.

Cheers,

Paul

[Jan]

This used to happen in V7 but we did something to fix it up and it stopped, it's just started to happen again in V8 but I can't remember what I did to fix it, arrrgggh.

It only happens to us for Paypal by the way.

Regards,

[marke]

Just to throw my hat into the ring here - I also have this problem from time to time. Can't offer any solution I just end up cross checking whats in the PSP box with the Paypal account.

[TraceyHand]

ditto, Mark
In fact, I posted in response to someone else'ssimilar problem recently saying as much.
It's a random and sporadic thing that can only be solved by regular checking of the psp pending folder, tbh

[Darren B]

Me too had it at the beginningof last week i think, i always check my pending tab now, and if it has paypal i check it 1st.

Probably more of a problem with paypal posting the occ file than your site or host.

D

[Joyce @ Alba]

Happy ending

Sure won't happen again to me either. Interesting how many people are reporting this though.

Thank you to everyone who replied - you are such a knowledgable bunch.

PS My customer has just replied and fortunately very understanding. Knitters are such nice people!

[PeterThake]

Sometimes a customer will pay using paypal but does not do so through the Actinic interface. They can do this if they know your paypal email address and then manually log into their paypal account and use the 'Send Money' facility. Paying this way bypasses Actinic and so Actinic is not updated. A paypal email should still be sent, but if like me you use rules in MS Outlook to move payments to a different mail folder it is easy to lose track of the payments.

Paypal echeques are another thing to consider - these can take 10 days to clear before payment reaches your account, the emails look different and I am not sure if Actinic is updated with payments made by paypal echeque, even when they are made via the Actinic paypal interface.

[TraceyHand]

I am not sure if Actinic is updated with payments made by paypal echeque, even when they are made via the Actinic paypal interface.

it doesn't.
It will sit as a psp pending order (payment method "Paypal") and need payment entering manually when the echeque clears
I usually change the payment method to a cheque method so it shifts the order to the "pending" tab and I can keep an eye on it while waiting for the payment to clear.

[Andy Warner]

paypal order completion...

I just did a site re-load after switching to a download option, and found paypal orders not completing - just sat in the pending tab.
the error.err showed sc0000x.pm was missing from cgi.bin so i uploaded it manually - all seems OK now.

andy