Some orders stuck in QUEUED status

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About 35% of my PayPal orders are getting stuck in the "queued" status in ECWID store. When I go to PayPal to confirm the order payments, they are "Completed", but still in queued state on ECWID. It seems as if the IPN is only succeeding some of the time. Is there something I need to configure differently in the Yola Store setup or on PayPal?
Thanks
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Texxass Ranger

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Posted 5 years ago

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Gop

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Hello TR,

There recently was a problem with the PayPal IPN but recently reported that it is again functional. Please manually release the queued transactions since you have checked the completeness. Hopefully this won't arise again. It was fixed by PayPal. Coincidentally there were issues on the Ecwid engine side so I really am not sure if this affected the queued transactions.

The reports are in the Ecwid updates from a few days ago. http://status.ecwid.com/, specifically these posts
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Texxass Ranger

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Thanks for the reply - I'll keep an eye on future transactions to see if the problem was corrected by PayPal.
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Gop

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Hi TR,

That is a good quality control step that your suggesting and very worthwhile.

As a matter of interest, were you specifically alerted within the Store facility that there were queued transactions or was it your diligence and checking the Store transaction reports that made you aware? I think that this answer will highlight the process that can be followed or trusted.
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Texxass Ranger

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Actually, my Customers have been emailing me occasionally asking when they would receive an email with the download link. Quite embarrassing for me. I then have to go onto PayPal to verify that the payments were completed, then log on to Yola to manually change the status to Accepted.
Thx!
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Gop

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Thanks for replying.

I'll check into this and see if there is some auto process that will highlight this for store owners. I don't know if such a thing exists.
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Gop

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I pulled this out of a KB article and it may be a solution for such notifications (?)
you should have the order comments enabled in Ecwid control panel → System settings → General → Cart. Then in the Ecwid control panel → System settings → Mail you

Admin notifications

Notification Conditions of sending

New order It is sent, when a customer has placed an order (order's status has changed to "Queued" or "Accepted") in the store
Order is paid It is sent, when the order's payment status has been changed to "Accepted"
Order payment failed It is sent, when the order's payment status has been changed to "Declined"
Stock notification It is sent, when the product's quantity becomes low (zero by default)
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Mike Barnett

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I just got one of these situations and it explained to me that the reason it was in queued was that the amount paid was different than the amount in the cart. Well, that's how it was supposed to be! I used the store to set up a discount coupon!!

Why didn't the store figure this out and go ahead with the order? Can I turn this off? My BIG selling point for my ebooks is that they are immediately sent to the buyers. If they have to wait for me to do something, that's not at all immediate.

Also, I wanted the customer to not see the entire store, only a portion of the "tree". The reason for this is I want one page to have ebooks, another page has normal books, etc. It always shows at the top of the page store -> ebooks -> general or something like that. I do not want the user to click on store and see other products.

I've tried changing the settings in Yola on the store WIDGET. It has a way to set it, but everytime I do, after I save, it looses the setting.

-mike
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Gop

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Hello Mike,

Displaying a "portion of the tree" can be done by selecting specific categories to display on a given page. This excludes all other categories.

I'll check the discount issue if you can give me a day to work on this.
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Mike Barnett

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When I select the specific categories to display on the page, it doesn't keep my setting. IT DELETES MY SETTING and it does back to the display all.

I thought I attached images last time, but I guess I didn't. Perhaps it'll help.

The page that has my store #1 (so far as I want multiple locations on my site) on it has the "edit" button that lets me change the "categories to show" and the number of items per page.

If I change it, like in the attached pictures, it still shows my entire store at the top set of links. If I go back into edit, all of my changes are gone and it's set back to what appears to be the default state. Even the change to the number of pictures per page has gone back.

I'm not sure if my store is capable of being on more than one of my Yola sites. I sure hope so as I bought it thinking I could. I get a lot of sites for Gold, so I would like multiple stores. But, the way things lok right now, one site can see other site's stores. It's messy looking and kind of weird. If you're selling flowers and hand grenades, on 2 different sites. You would probably want to keep those products away from the other store.

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Gop

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Hi Mike,

Understand the frustration. I have a couple of thoughts on this which may eliminate some possibilities.

The first being your browser. IE and Safari don't play nicely with the Store in the setup. Firefox works well.

There are a couple of lesser issues related to the browser also; always worthwhile going through the maintenance list: Clear your browser cache; update both your Java and Flash..

The second thing to check is the category listing of your products in the inventory. The above schema looks OK and if you go into your Store management and list your products you will see the categorisation as it really has been applied to your products. I was caught out sometime previously whereby I thought I had set the second level to an alternative for a group of items. What I had done was made that category a subcategory of the first rather than the root (just an example). The listing will highlight such an error and is an easy inspection.

Multiple stores are possible with the one Online Store. I have setup 3 stores in one Yola account and the products were aligned correctly so I'm confident that it can work.

I have looked fairly extensively on the issue of discounts and checkout but can't find any reports of similar issues. This is making me think that something in the setup is not quite right but I can't identify what without seeing the setup to investigate.

If you wish to send me screen captures and so on I'm more than happy to work with you on this issue. It just needs to be worked through and I bet it's a small issue at the cause. :)

You can send me stuff via email if you wish: gop@designscent.com