Urgent help anyone?

[Greenmind]

I'd appreciate any advice on this:

I clicked to download orders this morning and my com crashed, in the ensuing chaos 2 orders were somehow lost. The actinic system recommends that I contact the customers but I can't do that if the orders and details were lost - I have no details just the PSP payments. They are going to get angry when nothing arrives.

Will I have copies of the confirmation emails anywhere - the ones that are sent to the customer? These would have all the details, yes?

[guccij]

You will have copies if you have set your system up to receive them. But you would know this as your inbox would be full of order emails.

[otiz]

Hi

If you have ticked that you recieve e mail then yes you will find their details, or say you have Worldpay you can try orders recieved, failing all this as this has happend to me the customers will soon call you and just be truthful and tell them what happend.

Paul

[Greenmind]

Ok Thanks. I'm obviously not set up to receive them. All I can do is put a note on my homepage I suppose. Not at all good for business.

[guccij]

Your PSP payments should have some details - which PSP do you use?
I get details inc email, phone and address from mine. So if this did happen to me, I could contact the customer and grovel. Or alternatively, void the payment and email them explaining why.

[Greenmind]

I use Paypal payments pro and it doesn't have any details if they pay by card. If it's a straight Paypal payment some info is available, but alas, it wasn't how they paid this time.

I've just put a notice up on the site. All I can do.

www.ductstore.co.uk

[george]

I've just put a notice up on the site. All I can do.

I wouldnt do that, seriously. If you were just about to place an order on your own site, would you continue (unless you'd ordered before)?

[Greenmind]

I wouldnt do that, seriously. If you were just about to place an order on your own site, would you continue (unless you'd ordered before)?

See this is how I care about my customers; I put contacting customers whose details have accidently been lost before my own financial interest.

Wouldn't you like to think there was someone like me at the other end when you order online? (Albeit someone whose system doesn't crash )

[george]

Very true, and please dont suggest I don't `care` about ours.

I just think you're a little early with the warning notice, once the orders placed they'll be offski onto something else anyway.

I don't believe theres not a way you can get their contact details.

Might be something in this crash event that could be retrievable? Or even an order file online? Hmmm. Must be something. Hopefully one of the forum regulars will have some ideas to try apart from those already suggested.

[Golf Tee Warehouse]

The people who will see the notice will be potential new customers and not necessarily the customers who are affected.

If you refund through Paypal there is usually a box to enter a message to the customer, where you could explain the problem and ask them to place the order again, you could either refund the full amount or you could just refund £0.01 so a refund could be entered.

[Golf Tee Warehouse]

Bradley,

Have you checked the paypal payment receipt email that you should have received as notification of payment received as the customers email address is usually included in the subject line as well as in the first couple of lines in the main message.

Edit: I have just re-read the thread and realise that Paypal pro was used which I have not used myself so the above comment may not apply, although is correct for standard Paypal.

[Greenmind]

Have you checked the paypal payment receipt email that you should have received as notification of payment received as the customers email address is usually included in the subject line as well as in the first couple of lines in the main message.

Yes, I've looked at those. They give no clues, just the amount paid and a transaction ID, nothing more.

Refund is only available if they pay by paypal. The PSP details are non-existant - just informs me that I've recieved the payments.

I think what caused the crash was an order being made at the exact same time I downloaded, this confused the com and it just had a tantrum. This seems to have then corrupted the data being downloaded, so even when I'd rebooted Actinic wasn't having it.

[TraceyHand]

so you have NO order details IN Actinic (not even in the PSP Pending tab?)...but actioning a 'download' doesn't download anything? (just clarifying)

[Greenmind]

It appeared to be downloading (2) orders normally, then whole thing crashed. I rebooted, when I tried to download again it appeared to be ok, then this message (which refers to the last order and may have been coming through as I downloaded the 1st time):

No order was found in Actinic for the credit card payment authorization with order number 'DY78AT10000382'.

There are three ways this could happen:

1. The order was placed and authorized after the download of authorizations was started.
2. The order file was lost from the web site.
3. The order has been deleted and purged from the database

In case 1, restarting order downloads will pick up the new order (press 'No' below).

In cases 2 and 3, you will have to contact the customer to notify them that the order was lost, and credit their credit card with the appropriate amount.
It is recommended that you note the missing order number and the other details listed below (use copy and paste to preserve the information in a text editor). If you want to continue downloading credit card payment

I was given the option of trying again or aborting. I tried again various times to no avail - alway the same message. Eventually aborted - just to take a different path - and then nothing 'No orders to download'. As though they've just been scrapped, but I have received the payments. There's no evidence of them anywhere now on my system.

[gabrielcrowe]

so, let me get this:

- Paypal do not give their address, or email for a CC trasnaction?
- Paypal sends you no email with their details?

This is crazyness.

in paypal, that transation ID MUST be bound to an address, or they'd ahve not allowed the payment.

perhaps contact paypal?