Checkout producing empty orders but taking the payment via our payment portal

Hi Giang

I have messaged about this before but we had an order come through empty but the payment was processed.

The customer says this
"I have just tried to place an order online for 4 doz club sandwiches and 4 doz hot savouries to pick up at 9:30am on Saturday 4th May but it looks like the order hasn’t gone through.
I can see that I have been charged twice for this order but the order hasn’t gone through.
It is just saying order doesn’t exist after returning from the payment screen".

I have just run the update for eShop and Joomla and saw that some items were not checked in but please can we see why this happening. It seems to happen every so often and frustrating to the customer.

I have submitted a ticket but now this is urgent as it happened again this morning. 

Please can you respond. 

Nicky 

Dear Nicky,

I have been checking to find the reason of this strange issue. I will try to get back to you via ticket system soon.

Sincerely, Giang

I have just checked this morning and the Recaptcha was not selected in Global Configuration, its possible this happened after the update and two orders have come through successfully. Could this have been the issue - but this happens also intermittently (not alot) please let me know if there is anything else you find.

Dear Nicky,

This is also maybe a reason of issue. I will check and get back to you via ticket system.

Sincerely, Giang