Inventory count Issue

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4 years 6 months ago #318816

-- url of the page with the problem -- : theblitz.com/index.php/features/blitzgea...ally-distant-t-shirt
-- HikaShop version -- : 4.3.0
-- Joomla version -- : ‎3.9.15
-- PHP version -- : 7.2.29
-- Browser(s) name and version -- : Chrome 81.0.4044.129
-- Error-message(debug-mod must be tuned on) -- : No Error

Hi,

I have discovered that my Hika shop is not counting inventory properly after sales. I have a shirt for sale with different sizes. I have all the sizes in the variants section with the correct count of inventory. For some reason, after making sales the inventory does not reduce after sales. This is inconsistent. sometimes it does, other times it doesn't.

After some inspection, I may have found the issue. there are orders in hika that are listed as "cancelled" but are actually fulfilled. so the buyer has purchased the shirt, the paypal payment goes through, I get the paypal notification, I look at the order that was paid for and the order is listed in my orders in hika as "Cancelled" and the inventory for that sale is not updated.

Any idea why that is happening? We have ran into some inventory issues from selling stock we don't have, I am now having to monitor it manually and update the inventory as orders come in - very time consuming. Again - its not every order - some go through fine and order is "confirmed" and inventory is updated - but others are not - it's not consistent.

any suggestions would be appreciated.

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4 years 6 months ago #318820

Here is an example. You will see that I received confirmation of payment from Paypal and the corresponding order in Hika that says cancelled - the inventory for that order was not removed



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4 years 6 months ago #318818

Hi,

If the order is cancelled then the stock is put back in. So if the order is shipped while the order status is cancelled that would indeed create some discrepancy in the stock supposing the "Update the product stock on confirmed status" setting of your Hikashop configuration is turned off. Is that the case ?
So the real question here is why orders are getting cancelled.
Also, are you using only PayPal ? If not, do you have the problem with other payment methods ?
Finally, do you have the "order auto cancel" plugin enabled ? That plugin will cancel automatically created orders. So if an order is created but your server doesn't receive the paypal payment notification, once the delay of the order auto cancel plugin is reached, it will cancel the order.

Normally, when the payment is cancelled by a PayPal payment notification, you should get more information on the reason of the cancel in the payment notification email sent to you as a merchant. What does that email says ?
Also, what I would recommend is to activate "debug" setting of your PayPal payment method. Then, after an order with that issue, it would be great if you could provide the payment log file (you can see it in the main tab of the Hikashop configuration, under the "files" section and send it to contact AT hikashop DOT com with a link to this thread for reference and the id of the order for which you had the issue).

Last edit: 4 years 6 months ago by nicolas.

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4 years 6 months ago #318846

Thank you for your response.

I checked and the "Update the product stock on confirmed status" setting is set to "No"

I have no plugin called "order auto cancel" plugin.

We only use Paypal. I've never gotten a payment notification email that states an order has been cancelled, The email below is the only one I get saying that the payment went though, however in Hika, it says it's cancelled (see attachments)

we are small operation only sell a few items, so we ship everything manually. So I don't use a lot of advanced features. I will set the debug up and see what happens. I will send you the report once we get an order.

Thanks Again for your help

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4 years 6 months ago #318848

Hi,

Normally, when an order is confirmed or cancelled, a payment notification email is sent to you.
If you don't receive it check in the menu Customers>Emails history for emails of the type "payment notification".
Check also in the menu System>Emails that the "payment notification" email is activated.
And check that the "payment notification email address" setting under the "Emails" section of the HikaShop configuration page is filled in with your email address.

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4 years 6 months ago #318868

Emails are setup correctly.

please see the attachments - they explain it

Order is placed. transaction is completed at PayPal. I receive Paypal notification email (Attached) that transaction is complete. I have been paid.

Check HIkashop same order (attached). Order status says "cancelled". Inventory count is not updated. Order should be "confirmed" but isn't.

So I guess it's not so much an inventory issue as it is an order status issue (that creates the inventory issue).
*Some orders behave correctly (status confirmed as expected). Some do this (cancel when they should't).



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4 years 6 months ago #318891

Hi,

This is the payment notification email you get from PayPal.
But HikaShop also sends its own payment notification email when PayPal contacts it to tell it that the payment is made.
Since you don't get that email, please check under the Customers>Emails history menu for these "payment notification" emails.
If you have them there, then check what they are saying. They should tell you what's wrong.

Since the status is correctly changed with some orders and not with others, the only thing I can think of is that you filled the "IPs" setting of your PayPal payment method with a list of IP addresses of PayPal notification servers, but since then, they added new servers, and thus new IPs, which aren't in that list.
I would recommend to leave that setting empty, as it is by default if you have it filled, and it should help.

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