PayPal Question - is this possible?

I have somebody purchasing a service of mine using paypal and pp notifies me of the order. When I login to PP I can see the transaction under "Latest Activity" but when I click on it to view the transaction it doesn't exist. It looks like this person has two pp accounts they use. The orders are supposed to auto renew, but they fail every time. Has anyone experienced this? This seems like a BHW method that somebody must know something about.