V14 Customers not getting to SagepayV3

[Steve Dalloway]

Hi Community........

Has anyone else had this issue ?

We have customers who can't make the jump from Sellerdeck V14 latest version 14.0.3 PIDE to Sagepay V3 to pay.......

Right now we are unsure of how many fill in their carts and just can't get to Sagepay.

Unacceptable Lost Sales....

We have had 4 calls this am form unhappy and frustrated punters. How many didn't call and just went elsewhere.

Our new V14 site went live last week and we've been having issues ever since.

Its various browsers / IE / Chrome and we've checked that they have filled in their details correctly too.

Has anyone else had the problems.

[Mike Hughes]

We have had 4 calls this am form unhappy and frustrated punters. How many didn't call and just went elsewhere.

You should be able to see by looking at the number of orders in the psp-pending tab. These are the orders where the customers were transferred to the PSP payment site but didn't complete payment.

If it's a significant number / percentage of the total then you have a major problem.

[saucysal]

Ring SagePay for ip address

My recommendation is that you ring SagePay and ask them to give you the ip address that the last failed payment came from, and then enter this ip address in the SagePay settings. This to me is the most likely cause of the problem. With the new version of SagePay, SagePay have to have the ip address of the server from which the order is emanating. I had trouble finding this out, so rang SagePay.

Sarah

[Steve Dalloway]

You should be able to see by looking at the number of orders in the psp-pending tab. These are the orders where the customers were transferred to the PSP payment site but didn't complete payment.

If it's a significant number / percentage of the total then you have a major problem.

That's what i'm worried about....... Just awaiting call from Sellerdeck to discuss.....

[Steve Dalloway]

My recommendation is that you ring SagePay and ask them to give you the ip address that the last failed payment came from, and then enter this ip address in the SagePay settings. This to me is the most likely cause of the problem. With the new version of SagePay, SagePay have to have the ip address of the server from which the order is emanating. I had trouble finding this out, so rang SagePay.

Sarah

Thanks Sarah.......... Problem is they are not even getting from Sellerdeck to sagepay, so they don't appear in the PSP pending section.

[Mike Hughes]

I just tried a few test orders and your site / sagepay seems to be working fine. I got transferred to Sagepay with no problems. This is with Google Chrome.

It even worked with an incorrct email address and that didn't cause any problems, whereas in the past it might have done.

In the absence of further info I'd probably put it down to user problems. If anyone else calls in you should try and get from them where in the checkout process they are as the most problematic area I could see in the checklout process was the need to select the country even after doing the postcode lookup.

[Steve Dalloway]

I just tried a few test orders and your site / sagepay seems to be working fine. I got transferred to Sagepay with no problems. This is with Google Chrome.

It even worked with an incorrct email address and that didn't cause any problems, whereas in the past it might have done.

In the absence of further info I'd probably put it down to user problems. If anyone else calls in you should try and get from them where in the checkout process they are as the most problematic area I could see in the checklout process was the need to select the country even after doing the postcode lookup.

Hi Mike, Appreciate your time and thanks for making a few test transactions....... Its very strange this, we can't fathom it out. Normally the punters are non technical, so they soon get a bit tetchy when you quiz them about where the errors are.......

What did pop up when they tried to go to sagepay was...... " Error in initialising Payment Service, please try another payment method"

[leehack]

That's a generic error message that can mean a number of things from IP address issues registered with Sagepay to incorrect details input at checkout, where SD is happy with them but Sagepay is not. I had it not working on some browsers, working on some others. If you are doing a test purchase, my suggestion is that you use your full details because some of the shortcuts we might use on test transactions such as L@L for email, although they pass the SD validation, they do not pass the Sagepay validation.

To compound that problem neither system helps you identify the problem, it just gives that very unhelpful generic message. I even had that message when PCA had for some reason blanked the post code field, SD was not highlighting it and Sagepay wouldn't take it blank. Having used the post code to first get the address, i did not for one minute think that would be blank.

If you have your IP addresses registered correctly, it's 99% sure to be a problem with what the customer input into the checkout fields and that being satisfactory for SD but not Sagepay.

[Steve Dalloway]

As usual a full explanation Lee.......... Many thanks......... S

[Mike Hughes]

That error message looks like an overseas order. I wonder if there's a problem with the shipping or country setup?

[Steve Dalloway]

Hi Mike, Thanks for your reply ......

We've implemented some patches recommended by Dean at Sellerdeck yesterday afternoon and so far today no calls relating to being unable to place orders. So fingers crossed that's got it...... Two of the failed transactions were outside the UK, but most as far as we can tell were UK based.