Missing transaction

[sniffadmin]

It looks like we have a transaction that was successfully processed by paypal in November, but never showed up on e-junkie. All of the information is present in paypal's records, and it all looks just like any other normal e-junkie transaction, but e-junkie has no record of the transaction at all. Very strange.



We are still researching whether or not this has happened more than once, but it is very odd and obviously concerning. Is there a process for working with e-junkie to track what might have gone wrong?



thanks,

Joe

[E-junkie_Ninja]

Often the reason the transaction is not listed in E-junkie is because we were never go the IPN from PayPal. If you login to your PayPal account you should be able to resend it by going to History>IPN History.

[sniffadmin]

Okay, I can understand that we can do this - unfortunately, the transaction occurred over a month ago (October 13th) and the event the customer purchased a ticket for has already passed. We rely on the e-junkie notifications to process orders for DVD product, so it is a bad thing if these are unreliable. Is it common?

[E-junkie_Ninja]

No this is not common, usually PayPal delivers IPN's to us immediately after the payment is confirmed and completely processed on their end.

[sniffadmin]

Now that we have confirmed (off thread) that the successful paypal transaction was never received by e-junkie, my question is, how do we avoid having this happen again?



It is a little concerning that this could happen - it represents a risk to the quality of customer service we can provide, as we rely on e-junkie notifications of successful transactions to ship products to our customers. This seems to be the ideal workflow, (rather than attempting to monitor paypal independently, for example).



Does e-junkie have an SLA policy regarding this?



thanks,

Joe

[E-junkie_Guru]

We cannot be responsible if PayPal fails to send our system an IPN confirming a successfully completed order payment, which does very rarely happen. A look through our Service Status and Updates subforum will give you an idea how often PayPal has problems with delayed or dropped IPNs:

http://www.e-junkie.com/bb/forum/6



Our system has no way of knowing a completed order even exists until PayPal (or other payment processor) informs us about it. You may be interested in this post where I described how the order process works in terms of real-world analogies:

http://www.e-junkie.com/bb/topic/2702#post7080



You can see if PayPal has transmitted an IPN to our server yet to confirm any given payment. You can check this in your PayPal account on PayPal's site by going to My Account > History > IPN History. PayPal may also allow you to resend the IPN from there.