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Problem:
A customer placed an order on my website. I have received the order confirmation E-Mail, but when I Retrieve Orders in POSitive it does not show up.
Answer:
There may be a number of reasons for this. First make sure enough time has passed for your order to be processed by our Application Server after the order has been placed. This process could take up to ten minutes. Next, you should verify that the order has really been 'Transmitted to the Order Center' by logging into your VirtueMart Manager and looking at the status of the order. If the order status is still at 'Pending', then it's likely not enough time has passed to allow for processing. If the order status has been changed to 'Transmitted to Order Center', then you can try changing the status back to 'Pending'. Then the next time the Application Server polls your website it will see that Pending status and re-process the order.
Also check with your E-Mail provider to verify they aren't having problems with receiving E-Mails to your Order email address.
If you need further assistance, you will need to contact us at 866-368-2266.
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