[Catalog Issue] Strange problem...

[technophobe]

We have a strange problem with our site.
Recently we have noticed orders coming in with no VAT added to the order, but the payment that arrived had the correct amount we would expect if the VAT was added.
I did a few test test orders and during the order process it did not show any VAT, but in the paypal payment screen it showed the VAT.
Also we have another problem that does not sound related, but happened at the same time.
When we log in and click on the sales tab, i can see that there are orders in pending, but when i click on the pending link to see what the orders are, they dont show, and if i search for an order by the order number i can find it and it says it is in pending, and if i move it to processing, the number of orders in processing goes up one, but if i click on the processing link i cant see it.
I have taken some screenshots and put them together, showing the two different views of the pending folder, one shows there are three orders in pending, and when you look in pending, it shows the last order that was in pending before the problem started.There is also a shot of a test order showing without the VAT.
As a temporary fix we have changed the prices to include VAT.

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Nothing has changed on the website and is 2.5.1 from upgrades that went without a hitch.
The only think that has changed was we started to use exchange 365 and around the time this started to happen the MX records were changed on the domain.
I am not sure if the MX records change are the cause of the problem, but any help would be great.

[pgmarshall]

Try pushing a dummy order through your system and check what is being shown to the customer in your own store. Can you see the VAT displayed?

[technophobe]

Thanks for the reply, that is the first thing i did and the order did not show the VAT, infact the total was different to the amount collected with paypal, sagepay or if using the bank payment module.
All show the same.
I also went into Mysql, to look at the orders and the order_status are coming up correct as 1 for pending and the data looks ok with no corruption.
I am not sure if this has any relevance, but the last order that looks to have been processed right was an order to south Africa that due to being outside the EU, VAT was not added.
I also got a reply from 1and1 about the MX record change and they also don't think that it had anything to do with the problem.

[technophobe]

Also if i go to all orders in /admin/orders.php it does not show the new orders, but if i search for the order numbers of the new orders that arrived today i can find them, they are just not being displayed.
Also my comment about the last order having no vat added, ti was wrong, the last order to get processed correctly came in yesterday and had VAT added as it should.

[technophobe]

This screenshots show the possible problem?

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The screenshot shows the last good order that was processed as it should be and the next order.
it looks like the page crashes at the VAT and does not show the total either.
Its odd because nothing has been done to the website since i updated to 2.5.1 within a week of it becoming available.

[pgmarshall]

Okay so a few things to check ...

1) Admin log - see if any admin settings have been changed - on index page on admin (4th tab)

2) That your VAT rate is still in the tax zones

3) That your payment module is inclusive of VAT (I would guess that it is since the payments have the correct amount in them.)

Also, how did you ship to South Africa - do you have a zone setup for them?

Something must have changed - if you can't find the orders then there maybe an illegal entry in the orders table ... I would start by checking the SA order.

Regards.

[technophobe]

1) Admin log - see if any admin settings have been changed - on index page on admin (4th tab) (Checked and nothing)

2) That your VAT rate is still in the tax zones (Yes)

3) That your payment module is inclusive of VAT (I would guess that it is since the payments have the correct amount in them.)
The payment modules done have an option to include VAT, but if you mean the option in the general settings - my store - Display prices with tax? then it was set to false, but i have set it to true now, not to confuse customers.

Also, how did you ship to South Africa - do you have a zone setup for them?
I dont think this order has any connection, it was placed on on the 7th, and i made a mistake saying it was the last order that was placed successfully . the last order placed successfully was on the 11th.
I have also done a selective upload of a backup of the main files, that i made after i upgraded, and this has made no difference.

Something must have changed - if you can't find the orders then there maybe an illegal entry in the orders table ... I would start by checking the SA order.

One thing comes to mind. the time that it happened, i created a new product, by duplicating and existing products and changing it.
the first order that came through without the VAT being added was for this product.

[technophobe]

im clutching at straws now, but if 1and1 changed the PHP version could this cause these kind of problems? the version is 5.2.17

[pgmarshall]

Nope - osCmax should run on anything over 5.2+ just fine ...

There must be something about the new orders that is different from the old orders.

Can I suggest the following ... take the last successful order placed through the store and push it through again as a dummy order - then check each field in both records to see what is different in the orders table.

You are right ... something must have changed we just need to find out what!

Regards.

[technophobe]

Thanks, I tried to enter a dummy order, but the problem was the same..
i have had a look at the database and this is a screenshot of the order total id, and as you can see during order ID 2513 there was a problem.

The order total id has a sequential number that at order id 2510 was 12051 and then at order id 2513 went straight to 12091 and then down to 12090 on the subtotal.
There are normally 4 order total ID per order ID and after order id 2513 there were only 2.
It looks like this hiccup is causing the order total id to get a bit confused?

If i were to delete all the orders that are after order ID 2510 and them manual enter them again, would this solve the problem?



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Nope - osCmax should run on anything over 5.2+ just fine ...

There must be something about the new orders that is different from the old orders.

Can I suggest the following ... take the last successful order placed through the store and push it through again as a dummy order - then check each field in both records to see what is different in the orders table.

You are right ... something must have changed we just need to find out what!

Regards.

Update
I have tried to delete 2513 in the admin, but cant delete it.
It is not visible unless i do a search for it, and if i put this is the address bar, it comes up with the restocking option, but after i click on delete, i g back to the list of orders, but i can still find the order so it looks like it is not deleting it.
http://www.zappautomation.co.uk/###/...&action=delete