Actinic V9 and Actinic Payments

[Brightstar]

Hi everyone,

Here's a sample of a comment recorded via the questions at the end of the checkout :

"good selection but your payment agent is not too bright and you should change the way the name is held as it doesn't transfer correctly to the payment agent." Fortunately this guy was persistant and I did not lose the order.

Just one of the comments over the last few days, with customers having to try to checkout several times before sucess, and sales down considerably since "upgrading" to V9 with Actinic Payments and Actinic Hosting.

I am being re-assured that everything is fine by Support, but I am really beginning to think that these issues are seriously affecting business because of abandoned shopping carts, fields being mixed up in the checkout process, not to mention the database problems (shipped and completed orders not passing to completed from pending).

Is anyone else experiencing similar problems, does V9 actually work/with Actinic Payments/Hosting ?

Please let me know ?

[Brightstar]

Further Info ....

I have just managed to speak with the customer who made the above comment.

Interesting, this guy is a software engineer, so hopefully, what he has told me should be pretty accurate.

He had three attempts to make a purchase, the last attempt being sucessful. However, he tells me that the information from the form in Actinic, was passed incorrectly to the form in Actinic Payments. NOT GOOD !

He said that the name, title, and country fields were jumbled up on the Actinic Payments form, which resulted in a rejection.

I ask myself how often is this happening ?

The result is customers give up trying to make a purchase, or worse, their card is rejected due to the above errors, meaning that the we have upset customers who should have been allowed to make a purchase, who we will never see again.

[TraceyHand]

I have to admit, Steve, I haven't had this address problem in 8.5.3 but I do have a test site that I have it set up on so I'll do some testing when I get chance, to check specifically.

As for drop outs... I'm inclined to agree. I have an equal number of orders that end up in PSP pending, since switching to AP, as I used to get with Protx and it was one thing I'd switched to avoid!

A good number of these are customers who try 2, 3 or 4 times before successfully processing a payment in AP and I'm not seeing failed transactions in the CP to indicate that it is their payments/cards/authorisation failing in previous attempts.

Some then try an alternative payment method (Paypal or I still have Protx available to use on site)...equally a significant number don't ultimately pay at all and, when I contact them, they've gone elsewhere. Not good.

I'm keeping a close eye on it but, tbh, so far I'm seeing a very similar 'track record' as Protx as far as unpaid/failed orders goes.

Can't vouch for V9 though

[Brightstar]

Hi everyone,

Just an update - it would seem that anyone in V9 that uses Postcode Anywhere lookup code/system may have the same problem as I am experiencing ....

Apparently, if a customer uses the postcode look-up button to fill out the form in the checkout - no problem. However, if they choose not to use the postcode look-up, there is an apparent BUG in V9 that messes up the fields when passed to Actinic Payments !

Why was this not checked BEFORE V9 was released - HOW MANY LOST ORDERS HAS THIS CAUSED - NOT HAPPY

Also, I was advised to remove the postcode look-up from my site until this issue is fixed, there are check boxes in business settings to un-check to do this - after un-checking the boxes to remove the look-up - I does not work - the look-up is still there. Issue No.2 !!!

You will have read my earleir comments, having been on Actinic Payments/Hosting and V9 for a couple of months now, I cannot but think that this has caused me to lose lots of orders, especially as there has been a noticable drop in sales/abandoned carts since then.

Compensation ? - probably not !!!

[NicolaUK]

I'm having 'some' dropped carts, not got to the bottom of them yet but no address issues that I've been made aware of but I'm not using Postcode Lookup.

You say you've turned it off have you refreshed or just uploaded?

[Brightstar]

Hi Nicola,

I have un-checked the boxes in the appropriate section in Business Settings -when the page is viewed on my PC the look-up is still there, I have published/refreshed the website - makes no difference - but then it wouldn't as it is has not been removed locally.

Hope this makes sense ?

[Duncan Rounding]

Sounds like you may be still seeing the postcode lookup due to your browser cache - have you tried clearing the cache?

[Brightstar]

Hi Duncan,

Yes, I have cleared the IE cache, and thanks for the suggestion.

Possibly not made things clear in the last post - when I look at the design tab in Actinic V9 on my PC (not page preview) the code and buttons are still there despite having 'removed it' in business settings.

[Duncan Rounding]

You will still see the code in the design page but there will be a variable in a blockif around the code that is used to either allow the postcode lookup to be included at upload or not.

[Brightstar]

Hi Duncan,

Just been on the 'phone with support - as your post was submitted - they have looked at the code and have asked for a snapshot, as following their instructions - still not removing the postcode look-up. The guy in support is baffled - could be linked to the other problem I am having ?

Thanks again Duncan

[christina]

thanks for the heads up steve. I was thinking about adding the postcode function to my site v.9 & AP but will stay away for now!

[TraceyHand]

thanks for the heads up steve. I was thinking about adding the postcode function to my site v.9 & AP but will stay away for now!

So was I, with 8.5.3 and AP, but I'm not going to be the guinea pig so I'm staying clear for now (as long as whatever fix comes out for it for V9 comes along for V8 too )

[NicolaUK]

Trying to get to the bottom of the dropped cart problem, on one site I had 14 out of 15 order go to pending today (not good) and the comment from one customer that did manage to order eventually was

I have to say that the new payment system is quite difficult. I only have a laptop and initially I couldn't get the payments screen to show anything and I had to eventually go and lower my "cookies" allower so that I could read the details.

On another of my sites I'm getting pretty much 100% payments made ok - anyone have any ideas why the difference between the two?

[Brightstar]

Hi,

Actinic have had a look at my snapshot, and ....

They say because mine was an upgrade from V8.5x to V9 the files were corrupted during the upgrade process and this accounted for the problems.

The Postcode Anywhere has been re-instated and seems to work fine.

I have to say that within a few hours payments started coming through with, so far, no indication from customers that there are any problems.

Needless to say I will be an eye (or both) on the situation for a while !

[NicolaUK]

Glad you've got it sorted

Guess I'll have to call them tomorrow!