Lost orders

[mr-lew]

We have noticed recently that a few orders have been lost - that is an order has been made (we have received email confirmation, as has the customer, so the order has definitely got through to the GTS), however when we downloaded the orders an order hasn't arrived on our PC.

At first I thought it may be a member of staff deleting an order by accident (this would be unusual as we also print hardcopies of every order, so we should have some record), however we have now identified that this has happened twice in the last two weeks.

This is obviously a concern to us, as we don't know if any others have gone missing...

Is there a way to download an order again from the GTS (I can provide order numbers)? Or if we didn't get it the first time, does that mean it's gone for good?

Thanks,
Mr-Lew

[dferguson]

Hi Mr-Lew

The order confirmation emails you recieve are a good way to keep track of which orders you should get in ezimerchant when you use the download order function.

i.e if you recieve 5 order notification emails (which should all contain the individual order numbers) then you should be able to download those exact 5 orders within ezimerchant.

If you think you have missed an order please call our support team - They will be able to trouble shoot the problem for you.

(If you have the order numbers we can make sure you get the order details)