Paypal Problem

[bootboxdotbiz]

I have received an order through my site, where the buyer paid usnig our Paypal service. We have an email confirmation from Paypal confirming the payment has been made however, the order status in Actinic claims the buyer withdrew before completing the order.

Is there a problem with Actinic reading the payment status through Paypal? My order is still sitting saying it is pending payment, and yet I have confirmation from Paypal, and the funds are in the Paypal account.

Any ideas?

Many thanks

[TraceyG]

Hi,

Has it only happened to this one order or are lots of Paypal orders being listed as pending (in the 'Pending Payment Service Provider' tab)? If it is only this one order then it may be that there was an internet glitch that stopped the callback from Paypal arriving at your server to let Actinic know that the payment has been authorised. You can manually enter the payment details by viewing the order and going to the 'Payment & Progress' tab, click on the 'View Payments' button and enter the details here.

If it is happening for all Paypal orders then check with Paypal if they are sending the callbacks. Another thing to check would be if you are using Paypal Express Checkout, you have the option to 'pre-authorise' or 'charge transactions immediately' (Business Settings | Payment & Security | Configure Method) - do you have the correct option set?

[fainster]

we had this happen to us once before, but it was Paypal being really slow (they were doing some sort of maintenance) and it came through much later that afternoon when i downloaded orders again.


an alternative could be that they paid with an echeck that needs clearing first - this throws the orders into the psp pending tab, the payment will still show in paypal but will have 'uncleared' by the payment details - you shouldn't process the order until you have heard back from Paypal saying the payment has cleared.