As we have mentioned occasionally, our e-commerce "backbone" for 5 years has been a company named Shopify. At the time we started with them, they were a small Canadian company, and it was simple to get the CEO on the phone to discuss issues - now they have grown into the 4th largest retailer on the planet. We love them but they have been experiencing some technical issues of late.
This morning we received the following notice from Shopify:
Shopify is currently impacted by a network issue which has caused some orders placed through third-party payment providers (PayPal, Amazon Pay) to fail to appear in the Shopify admin, despite the payment processing successfully. In these cases, your buyer’s attempted purchase would have appeared to time out and they would not have received an order confirmation from Shopify.
We currently don't accept Amazon Pay, but we do accept PayPal.
From our standpoint, this means that customers who paid using PayPal might have seemed to have placed an order - and we (via our admin, as they referred to it) would NEVER have known that your order was placed. We did have one customer report an issue similar to this - please send me an email at email@example.com if you believe you successfully placed an order but did NOT receive a confirmation email, OR if you tried to finish an order and your PayPal payment was not processed. We can easily solve these issues quickly, and we will refund any purchases that have not been fulfilled.
Also, we are not experiencing significant order delays so if you have not received an email saying your order has shipped you may wish to check in with us, if you have placed an order through Wednesday (OCT. 7) of this week.