Knowledgebase

1. Incorrect Paypal settings in your Mal's account

• Log into your Mal's account.
• Click the Cart Setup tab.
• Expand the Payment Methods section on the left and click Paypal
• Under Return link from PayPal, verify that the SECOND radio button is ticked that reads return the customer back to the cart, see the notes below..... (If that button is not ticked, you will not receive order notifications back to your cart.)
• Just below that, verify that IPN - Instant Payment Notification checkbox is ticked.
• A few sections down further, verify that the dropdown under Authorization and capture shows that Authorization and capture (Sale) is selected.

2. The customer just didn't click all the way back to your site after payment.

If you've verified that the settings in #1 above are correct, but you STILL did not get that order reported back to your store admin, what most likely has happened is the customer did not complete checkout all the way back to your site. This should only happen when Paypal is the payment method. Unfortunately, since there are third parties involved, sometimes the customer will close their window before they return to your site. Returning to your site after payment is what sends the order information back to your store admin.

If this has happened to you, you can still find your order in Mal's and retreive the order information.

Step 1 - Mark payment as received
• Log into your Mal's account
• Click List Current Orders (on the left side)
• Typically, but not always, if a customer did not return to your site after payment, their order will appear red to indicate the the order was not paid and the cart was abandoned.
• Now Select/highlight the missing order.
• On the right side, you should see some order details.
• Click Edit this Order
• Under PAYMENT DETAILS, next to Status, click the change status link to mark the order as Paid.

Step 2 - Copy/Print Order Information & Email Receipt to Customer
• Now to go back, click List Current Orders again (on the left side)
• Now again, Select/highlight the missing order.
• (Optional) You can send the customer their receipt, by clicking the Email customer receipt on the right side.
• Now click Display this Order on the right side.
• This will open a popup window containing the order details. (Note: You will notice a printer icon near the top right of the screen which you can use to print the order out for your records if you like.)
• You can copy and paste the contents of this popup window containing your order info into a separate document if you want to manually add it to your store admin

Step 3 - Manually Add Order to Store Admin Orders page
• Log into your Shoppe Pro Store Admin and click Orders (on the left side)
• Click the Add New Order button.
• Copy and paste the appropriate information from the order details you retreived in Step 2.
• When you get to the area where you add the Items ordered, you will notice there are only 3 lines provided at first. Not to worry. If you have more than 3 items, after adding the first 3 items, click Update Order at the bottom, and more lines will be automatically added for you. Repeat this process for as many items as you need to add.
• Now your order has been successfully added to your admin. Your customer will also now be able to track their order status via the order tracking page on your website if it is enabled.

How to Prevent Missing Orders

To prevent this from happening in the future, the only thing you can do is to communicate clearly to your customers to click all the way through checkout and return to your site, or you will not receive their order.

Here is something that may help.

Clearly Communicate the Need to Return After Payment
• Log into your Mals account.
• Click on Cart Setup
• Expand the Customize section on the left side.
• Click Return Link on the left side.
• In the Text for the link section, change the text to read "Click to Complete Order", if it does not already say this.
• On the same page, under REQUEST METHOD, ensure the third radio button is checked that reads "Form button using the text above. POST request." and now click the Update Record button.
• Now on the left side, click Other Messages and General Settings
• Scroll down to where it says "Payments Message" and paste this snippet into the box. (including html code)



<span style="color:#ff0000;font-weight:bold;">When paying via Paypal, please continue all the way through the checkout process and return back to our site after payment. Otherwise, we will NOT receive your order.</span>

• Then click Submit Changes.