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It's strange as other emails come through okay.

I've asked the shop owner to contact PayPal and see if they can see anything strange at their end as their emails for this particular customer don't come through either.

I will update if I find out anything.

Yes it appears in the list with all the other orders but just no emails triggered at all.

Yes, the customer places the order but no notification is sent out to say the order has come in. The payment arrives at the PayPal end but no email from them either. It's only noticed when there is a mismatch with the payment amounts that show an order went missing.

Ah ok thanks Basara! That puts my mind at rest.

Any idea why one customers orders don't send any notifications? Usually should get one from the shop and from PayPal but neither get sent but PayPal money arrives.

It only seems to happen with one customer at the moment, and it seems they always check out using a mobile phone and as guest. We have asked them to log in for future purchases to see if that fixes it, but it's happened like 3 times to the same customer.

Thanks again

As an update, it seems that the customer that orders but doesn't trigger notification (PayPal payment goes through but no emails saying order came in get sent by PayPal or the store) has been checking out as a guest.

This doesn't sold the code in comments issue but could this be the reason for failed notifications? They have an account but don't use it when they order. But they use same email etc.

Does anyone have any info on this?

It seems that every PayPal order has the same code in the Customer's Order Comment section after the order goes through.
Mostly the orders via PayPal work but for some of them no notification is coming through and they don't show up in the customers order history!

This is what we get: (any ***** is me censoring for security)

Code Select Expand

Date Added                Status Customer Notified
04/19/2024 07:37:03 PM  Pending Yes

Date Added                 Status Customer Notified
04/19/2024 07:37:15 PM Processing No
Customer's order comment
Order updated by Paypal webhook request.

Date Added                 Status Customer Notified
04/19/2024 07:37:15 PM Processing No
Customer's order comment
Paypal webhook PAYMENT.CAPTURE.COMPLETED:

Parsed data:
array (
'id' => '*************************', <
'event_version' => '1.0',
'create_time' => '2024-04-19T18:37:06.800Z',
'resource_type' => 'capture',
'resource_version' => '2.0',
'event_type' => 'PAYMENT.CAPTURE.COMPLETED',
'summary' => 'Payment completed for GBP 76.14 GBP',
'resource' =>
array (
'id' => '**************',
'amount' =>
array (
'currency_code' => 'GBP',
'value' => '76.14',
),
'final_capture' => true,
'seller_protection' =>
array (
'status' => 'ELIGIBLE',
'dispute_categories' =>
array (
0 => 'ITEM_NOT_RECEIVED',
1 => 'UNAUTHORIZED_TRANSACTION',
),
),
'seller_receivable_breakdown' =>
array (
'gross_amount' =>
array (
'currency_code' => 'GBP',
'value' => '76.14',
),
'paypal_fee' =>
array (
'currency_code' => 'GBP',
'value' => '2.51',
),
'net_amount' =>
array (
'currency_code' => 'GBP',
'value' => '73.63',
),
),
'custom_id' => '***************************',
'status' => 'COMPLETED',
'supplementary_data' =>
array (
'related_ids' =>
array (
'order_id' => '***************',
),
),
'payee' =>
array (
'email_address' => '*****************',
'merchant_id' => '**************',
),
'create_time' => '2024-04-19T18:37:01Z',
'update_time' => '2024-04-19T18:37:01Z',
'links' =>
array (
0 =>
array (
'href' => 'h t t p s : / / api . paypal . com /v2/payments/captures/************',
'rel' => 'self',
'method' => 'GET',
),
1 =>
array (
'href' => ' h t t p s : / / api . paypal . com /v2/payments/captures/**********/refund',
'rel' => 'refund',
'method' => 'POST',
),
2 =>
array (
'href' => 'h t t p s : / / api . paypal . com /v2/checkout/orders/************',
'rel' => 'up',
'method' => 'GET',
),
),
),
'links' =>
array (
0 =>
array (
'href' => 'h t t p s : / / api . paypal . com / v1 / notifications / webhooks-events / **************************',
'rel' => 'self',
'method' => 'GET',
),
1 =>
array (
'href' => 'h t t p s : / / api . paypal . com / v1 / notifications / webhooks-events / ******************** / resend',
'rel' => 'resend',
'method' => 'POST',
),
),
)

We are using Abantecart 1.3.4 (bootstrap5 template) and it's the paypal_commerce 1.0.0

PayPal express is uninstalled and default_pp_standart 1.0.2 is disabled.

[Paypal webhook PAYMENT.CAPTURE.COMPLETED:Parsed data:array ('id' => etc...]

Earlier this month I disabled "Fast Checkout" as whenever anyone pays using PayPal, we get a big block of code from PayPal webhook in the Status & Comments section of the order. Disabling fast checkout didn't fix this, but it did have the strange side-effect of not sending any purchase details for Google Ads so it looks like no purchases have been made through there.

My main worry is the block of text though, in the Customer's order comment we get this for every PayPal transaction:

Paypal webhook PAYMENT.CAPTURE.COMPLETED:

Parsed data:
array (
'id' => etc...

Any idea why this is happening and how to fix it?

["it appears that the PayPal Express Checkout payment module, even though it wasn't active, was the culprit.Even though we've never used it, it's not compatible with the new store template and needed uninstalling completely"]

Wow, seems that the solution to another problem we started having may also have fixed purchases not coming through to GA4

https://forum.abantecart.com/index.php/topic,10379.0.html

"it appears that the PayPal Express Checkout payment module, even though it wasn't active, was the culprit.

Even though we've never used it, it's not compatible with the new store template and needed uninstalling completely"

Still keeping a close eye on everything but looks like payments are working and data is flowing. Good times!

Thanks for the help.

Okay, after support looked at it it appears that the PayPal Express Checkout payment module, even though it wasn't active, was the culprit.

Even though we've never used it, it's not compatible with the new store template and needed uninstalling completely.

Still early days but looking okay so far.

Yes I switched it out as I thought the new one might be causing the trouble. The new one is back on now.

I have done a Service Request now.

[2023-09-26 18:17:51 - Paypal webhook PAYMENT.CAPTURE.COMPLETED: order ID 9540Paypal related OrderId: 89U11368WC821835M but not found in the database.]

Well we have had another PayPal order come through but not register, no email from store but in orders under incomplete. Payment gone through to PayPal though.
And that is after switching to old PayPal module so it must be something deeper.

Also keep getting this error in the logs every 2 hours from the original missing order:
2023-09-26 18:17:51 - Paypal webhook PAYMENT.CAPTURE.COMPLETED: order ID 9540
Paypal related OrderId: 89U11368WC821835M but not found in the database.

Along with this one also:
2023-09-27 5:18:46 - Unknown Error: AbanteCart core v.1.3.4 Unknown named parameter $message in <b>/home/customer/www/ourstore.com/public_html/store/extensions/default_pp_standart/storefront/controller/responses/extension/default_pp_standart.php</b> on line <b>352</b>

Going to switch back to the newer PayPal module.
Client is pulling their hair out and not happy. I have no clue what is going on with it.

The transaction method is Capture
Success & Captured and also Not Captured is Processing

I think they are pretty much the default tbf.

Hi,
Ah yes they are there.

But we still have the issue that no notifications are coming through when the order is placed except from PayPal, and we have had another order go missing today. It seems it is just the PayPal payments so I'm guessing it's just the new PayPal module?

I've just clicked the "Update Webhooks" button but surely that would only need clicking once after connecting the account?

I've disconnected the new PayPal module and switched back to the old one again for now as I'm getting hassled lol.

[2023-09-26 4:13:01 - Paypal webhook PAYMENT.CAPTURE.COMPLETED: order ID 9540Paypal related OrderId: 89U11368WC821835M but not found in the database.]

Hi again,
That may have been the case with that transaction but now we are getting more errors in the log.
Seems to be the same error repeated 4 times at different intervals, same OrderId but at different times. 4:13, 6:14, 8:14 & 10:15 so two hours apart.

2023-09-26 4:13:01 - Paypal webhook PAYMENT.CAPTURE.COMPLETED: order ID 9540
Paypal related OrderId: 89U11368WC821835M but not found in the database.

Then there is a load of raw input data after this. (if you need full log let me know)

Customer says the transactions kept failing so he then paid via credit card, but then got a confirmation that they had indeed paid with PayPal so may have possibly paid twice! For now I have disabled the new PayPal module and have reactivated the old one to see if that stops this from reoccurring whilst we figure what is happening.

Edit: Seems these error logs are related to the earlier disappearing order but the logs showed up later after I deleted the other logs. As you say, it was probably a bad DB connection for that one transaction. Client getting jumpy with this second issue being raised so I will reactivate the newer PayPal module and keep an eye on it for now.