missing an order number

[Angi]

Hello,

My client has just emailed me to say a customer placed an order but did not receive confirmation, this is his email below:

.......................................................................

"I was checking my paypal statements when i realised 2 payment have been made to yourselves on the 17th, one was for the order below (Grow Tent), the second was for an envirolite 2 way reflector, 1 x 125w red, 1 x 123w blue envirolite.

I received a confirmation email from yourselves for the order below as shown, but never received a confirmation for the second order, i assumed that this order had not gone through as i hadn't received any confirmation.

I have recieved the grow tent but not the second order yet payment has been taken for it.. I would like to cancel the the order and request a full refund for the sum of £91.89, i don't know why payment has been taken because when i go the the checkout on your web site the order is still their waiting for me to pay."

.......................................................................

When I see the actual order it shows this (below) in the receipt instead of a order number:

Order Number: <Actinic:ORDER_NUMBER/>

Does anyone know why this could have happened??

Thanks

Angi

[TraceyG]

Hi Angi,

I can't say that I've heard of anything like this before, however:

I received a confirmation email from yourselves for the order below as shown, but never received a confirmation for the second order, i assumed that this order had not gone through as i hadn't received any confirmation.

Do you know if he actually went right through the checkout and payment process (which PSP is being used)?

When I see the actual order it shows this (below) in the receipt instead of a order number:

Do you mean the order that was downloaded into Actinic? If so, what receipt are you talking about? Which tab is the downloaded order in (ie Pending or Pending Payment Service Provider)?

[Angi]

It appeared in the pending and completed section.

[TraceyG]

Hi,

It appeared in the pending and completed section.

That's just a combination of 'Pending' and 'Completed' so is the order still pending or has it been completed (ie was the order shipped to the customer)?

If the customer didn't return to the merchant's website after going through Paypal then he won't receive a confirmation email or see the online receipt.

I'm still not sure as to what the 'receipt' is that you mentioned in your original post.

[Angi]

Hiya,

The order was never shipped as the customer emailed them to cancel it. They said payment was taken but they did not recieve a receipt from Actinic with the order. But then he says when he goes to checkout its still asking for payment.

I also receive copies of orders that come in and I did receive one for this guy but it didnt have an order number on it just this instead <Actinic:ORDER_NUMBER/>

It might have been a blib as I have never heard of this either so don't worry if you are not sure why it happened.

Many thanks