payment received, but no order to send

[janiemerle]

I have a strange situation where I received notification of a PayPal payment, but no order came through my shopping cart software. I emailed the customer to ask what the payment is for and discovered an obvious hiccup in the system. She said she did place an order ... "I believe I ordered 3 or 4 medium or large" diapers. I did the math and think I know what she ordered, but emailed her to confirm and asked if she wouldn't mind walking through the ordering steps again so I have her information and this is in fact what she ordered. That was January 4th. I've heard nothing since.

I've sent her four emails in total asking what to do next. I feel uncomfortable having already received her payment, but I'm not sure what to send out. What would you do?

[Ame]

Can you call her ? When she reistered to place her order - it usually asks for a phone #...tht'd be the most direct resolution. Otherwise I'd hang onto your email records and give her a few days. If she hasn't responded by the 16th send her a refund and explaination.

[janiemerle]

All I have is her email address and the information on the PayPal receipt (i.e. her mailing address). If my software had worked properly, I would have her phone number. This is so frustrating!

Thanks for your advice!

[Unreal]

What if you contact paypal about it? They should have contact information for her. They can't give it to you, but they could contact her,no?
Or just refund the $$ and send a note that you would feel more comfortable if she replaced her order, instead of you guessing about what she wanted....

[DreamsInDigital]

I would refund her money and ask her to replace her order.
Not only will she definitely get what she wants, she'll also get the message that you are an honest mama, something people look for in the people they buy from.