Hi there!
From what I gather, the order and the user are missing from the store’s database, but the user holds some proof of successful order submission -and/or payment of- and there is a trace of it in the PayPal logs, on your end.
The user informed us that he had successfully completed the order, but we have no trace of it.
How possible is it for them to share proof of that, so that you get a better understanding of what happened?
there is indeed an attempt via PayPal logs, but there is no trace of either the user or the order.
How possible is it that a backup and restore took place around that time, resulting in missing order records?
We can see in the PayPal logs that the process stopped before the “INFO 3DS authentication result: Array” step.
In order to investigate further, could you please share the site’s URL and a copy of its System Status? You can find it via WooCommerce > Status. Select Get system report and then Copy for support.?
Additionally, could you also provide us with the fatal error logs (if any) under WooCommerce > Status > Logs.
Once you’ve copied each, you can either paste them in your response here, or use https://pastebin.com/ for pasting it there and sharing it with us.
Looking forward to hearing from you!
