We will be happy to take a closer look at your problem. At first glance, it looks like the misbehavior you describe points to a misconfiguration.
However, as part of your support contract, we will be happy to take the time to analyze the problem in more detail. We ask for a little patience.
In order for us to look at the problem, we need your assistance. Please provide us with the following data:
Store backend login (full access recommended - cache access required).
SFTP or SSH login (full access to write to all files)
Payment Service Provider ( ) Login
Please send us the data to email@example.com