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No order created even when a credit card payment is received

Have you received a payment via your credit card gateway (like PayPal or Stripe) but see no order in your CMS? This article will highlight common reasons for this issue and provide helpful insights to resolve it quickly.

SYMPTOM

You've received a transaction via your payment gateway, but nothing's come into your accounting system, and when you search for the customer's details or info in your latest orders - there's nothing to be found.

COMMON CAUSES:

This issue generally happens when the website has sent the order details to the payment gateway and is awaiting a response from the payment gateway to confirm the payment was successful. 

If there's anything that prevents the payment gateway from responding to your website or if it times-out in sending the response back (eg. due to net congestion or sometimes the payment gateway's own servers could be slow to respond on some days) - then the website sits in limbo waiting for a response.
It can't create or confirm an order as successful if the payment gateway never confirms the payment.

NOTE: time-out times can vary from one payment gateway to another and may or may not be a value that can be altered in your payment gateway settings when you log into your payment gateway.

 

RESOLUTION/WORKAROUND:

Web Ninja has created a temporary orders module that stores order details for customers who have added items to the cart and started the checkout process, but it never was created as an order. If you can't find this option in your CMS - please contact Webninja Support to see if they can activate it for you.

This can happen for multiple reasons:

  • the customer changed their mind and stopped the checkout process
  • the customer decided to save their cart for later
  • the customer started to check out but remembered they wanted to add something else to the cart first
  • the order was submitted to the payment gateway, but we never received confirmation the payment was successful

Think of it as a "snapshot" of all the options the customer chooses at checkout before they submit their order.
Once they submit their order and payment is successfully confirmed, the system will automatically convert their latest "snapshot" from temporary orders to a live order.

From the temporary orders module, you can cross-reference the payments you've received with the details of the temporary orders and if they match, convert the temporary order to a live order that will go into the queue of orders just the same as the rest of your orders.

TIP: If you're trying to reconcile the payment received, the reference number on the payment will match their temporary order ID.

Q & A

Q: Why can't Web Ninja just fix the payment issue with the payment gateway?

A: Due to the nature of the cause - being that there are numerous external factors that affect our communication to the payment gateway and as the payment gateway itself is a 3rd party - we cannot 100% control all those factors as they're outside our influence.

If we were to increase the timeout at our end to a much longer time, multiple issues would arise from that:

  • very long wait times for your customers trying to checkout
  • the website could potentially crash if all the orders are waiting for a response that will never happen - so we need to put some kind of time limit on it to minimise these symptoms

Q: Why can't you use the order # as the payment reference instead of the Temporary Order ID?

A: We cannot supply the order # as the payment ID as the order doesn't yet exist at the time the payment is taken - so we supply the Temp Order ID as that DOES exist at that time.

 

TIP: To help you reconcile payments - you can ask Webninja Support to sync the temporary order ID from the live order, through to a sales order field in your accounting system - so your accounts team can easily reference this ID when reconciling payments.
(you'll have to advise the team what field you want it synced to) 

 

For more information about using the Temporary Orders module - please see this article:

ARTICLE: Find Missing Orders With Webninja's Temporary Orders Module