Worldpay

[Faulkds]

Hi,

I've recently noticed that we have many orders that arent appearing in the Pending view. They sit in the pending from Pending Payment service provider view. I've spoken to Worldpay and they say that the orders are successful and should be in the pending view. They have also said that this is a Actinic issue and not a Worldpay issue.

I know if the customer doesnt complete the order properly that the order will sit in the Pending Payment service provider view but theres so many that its not normal.

Is anyone else having this problem?

Is there a fix to get the orders completed if the customer does close the browser too early and not clicking on the receipt button.

[MDS]

Hi Darren,

Sorry, can't offer you any help, apart from we have never had this problem.

Not clicking the return to site will only cause the order confirmation to fail, not the payment receipt.

[TraceyG]

Hi Darren,

The reason that a PSP order goes to the 'Pending Payment Service Provider' tab is because there is no call back file on the server to be downloaded. The file is in the format of 'ordernumber.occ' and should be in the acatalog folder. This is sent by Worldpay to confirm that they have authorised the payment. So the issue seems to be due to:

- Worldpay not sending the callback (they would need to confirm this and maybe they can track where it is going to)
- there is a problem somewhere between them sending the callback and your server (very difficult to track down)
- you server is rejecting the callback (you would have to contact your host to see if they can see if this is happening).