Worldpay

[csyrimi]

Hi

Following a couple of customers telling me that they didn't receive their order confirmation e-mails, I did a test transaction and noticed that the final Worldpay payment screen no longer has a "return to Merchant" option. This prevents the customers from returning to the site which is when the order confirmation e-mail is triggered, as I understand.

I have contacted Worldpay for advice but maybe someone here can shed any light? I can't find anything of value in my Worldpay settings.

Many thanks
Constantine

[pmsupport]

Hi Constantine,

I have just made a test transaction using our test WorldPay account. After a sucessful transaction on the World Pay site, you see a "Thank you" page, and a link which says "View merchant Receipt".
I have uploaded a screenshot of what it looks like below:




This is what is should look like on a standard World Pay account with SellerDeck (Actinic) integration. When you signed up for World Pay if the first place, you would have told them you are an Actinic or SellerDeck user, and this link would have been enabled. Perhaps they have removed the integration from your account.

Please can you contact World Pay and ask them to check your account? Feel free to show them this screenshot so they can see what your account should look like.

Please let me know the result, always happy to help.

Thanks

[csyrimi]

Many thanks, that's exactly what it looked like before.

[pmsupport]

Hi Constantine,

Did you have any luck with this?

Thanks

[csyrimi]

Hi Paul

Thanks for checking up.

It's been a bit of a struggle, Worldpay's response has been very slow. They think there's a corrupt file somewhere but have yet to sort it out.

I'll chase them again.

Constantine

[Renovotec]

We've also noticed for a few weeks a lack of customer receipt emails but put it down to them not completing payment.

On another subject, i recently received this email


Dear Customer,
We emailed you in late November 2012 and again in early February 2013, to let you know that we’ll be making an upgrade to our systems.
As part of this upgrade, you may need to make a few changes to the way you connect to us, to ensure your payments and notifications continue to run smoothly.
We’ve been in touch with many of you recently and understand that additional time would be helpful to make the necessary technical updates. We have therefore extended the deadline to make the changes by four weeks, until 30 May 2013.
Please ensure that you, or your web developer, read the below information carefully and action the changes where needed.

What you need to do
1. If you use IP addresses instead of domain names to submit: http, XML or Remote Administration requests to WorldPay, please switch your connection to use domain-name-based URLs instead:

If you use HTML form posts:

Test environment:
https://secure-test.worldpay.com/wcc/purchase

Production environment:
https://secure.worldpay.com/wcc/purchase

If you use XML requests:

Test environment:
https://secure-test.worldpay.com/jsp...entService.jsp

Production environment:
https://secure.worldpay.com/jsp/merc...entService.jsp

If you use Remote Administration:

Test environment:
https://secure-test.worldpay.com/wcc/iadmin

Production environment:
https://secure.worldpay.com/wcc/iadmin
2. If your system receives automatic updates from WorldPay when shoppers make payments on your website or by telephone (i.e. call-backs) and you choose to restrict domain names, please ensure that you are using the following domain names:
*.outbound.worldpay.com
*.worldpay.com

Note Please do not delete the IP addresses you currently permit for WorldPay.

3. If your website or internet connection is restricted, you will need to speak to your technical contacts that control your Domain Name Service (DNS). You will need to ensure that they are aware of the above information, refresh the DNS cache and confirm that references to rbsworldpay.com and wp3.rbsworldpay.com are replaced with worldpay.com.


Are there any changes we should be making?

[csyrimi]

Hi

Still trying to sort it out. Worldpay support said that the resultY.html was corrupted so they replaced it and although I can see a difference to the previous final screen, there is still no "View merchant option" link.

It's a slow process as I can only do this in the evenings and the response from Worldpay is very slow.

Regarding renovotec's query, it would be good if we can have a response from actinic if we need to do anything.

Many thanks

[pmsupport]

Hi Constantine,

I have a couple of questions to help us investigate this:

1) When a customer places an order on your site via World Pay, customers do not receive a confirmation email. Is this 100% of customers not receiving the confirmation emails?

2) When you download the order into SellerDeck, do the order appear on the "Pending" or "Pending payment service provider" tab?

Thanks

Paul

[pmsupport]

Hi Oliver,

Is the "View merchant receipt" link missing from your World Pay account also?

Thanks

[csyrimi]

Hello Paul

In answer to your questions:

1) I have been advised by some customers that they haven't received a confirmation e-mail however I have no way of knowing whether all have not. What I can confirm personally is that when I havemade testpurchases, I have not received the confirmation and when I went back to the site manually, my item was still in the shopping cart

2) orders are not in pending, they are where they should be in Completed


I have received further support from Worldpay who are putting the fault firmly in Actinic's court. Please see below. Apologies for the length but it gives the whole thread and hopefully it might help in getting to the bottom of the issue.

Thanks a lot
Constantine

________________________________________________________

Dear Kathleen,

Thank you for your patience on this.

You are correct to some degree on this, the pages, that seems to be corrupted are based on the Worldpay servers, but are not created by Worldpay, They are created by yourself, or in this case Actinic/SellerDeck, and then uploaded to the Worldpay Servers by yourself. As I said in my first email, Actinic/SellerDeck does not function as the normal shopping carts do.

I would strongly advise contacting Actinic/SellerDeck to get the correct resultY.html page from them, so that this can be uploaded to the Worldpay Servers .

Kind Regards

Danie

Customer By Email (Kathleen Syrimi) 01/05/2013 05:43 PM
Hello

Apologies for the delay in getting back to you, I can only do this in the evenings.

The revised payment screen is still not correct as it’s missing the return to merchant option. See attached image.

I don’t think this is an Actinic issue as the page is created by Worldpay.

Please advise further.

Kind regards
Constantine

From: support@worldpay.com [mailto:support@worldpay.com]
Sent: 30 April 2013 08:36
To: office@rugsandstuff.co.uk
Subject: Technical support request [Incident: 130414-000233]


Response Via Email (Danie Rossouw) 30/04/2013 07:35 AM
Dear Kathleen/Constantine,

Thank you for your patience on this, and my apologies for the delay in coming back to you.

We have uploaded the correct pages for your company. This has been done, but as this is 3rd party software, I can not guarantee that this is the correct pages.

This had to be done, due to the fact that, it seemed that your original pages was corrupted.

In regards to doing a test transaction. You would need to put Actinic/SellerDeck in to test mode, in an effort to put a test transaction to the Worldpay system. If you are not sure how to put Actinic/SellerDeck in to test mode, please contact Actinic/SellerDeck for more precise advise on achieving this.

Once Actinic/SellerDeck is in test mode, you should be able to go back on to your website, and place a transaction. You should then notice that this is in Test Mode on the payment pages, and no funds will be deducted from your account. The reason I am asking for you to do this, is so that you can confirm for yourself that these are the correct files that has been uploaded.

If you see that these are not the correct files, you will have to contact Actinic/SellerDeck, to recieve the correct resultY.html file from them. The reason I can not do this for you, is because Actinic/SellerDeck is 3rd Party software, we can attempt to assist, but can not guarantee that the files we have for your account are the correct ones. Please note that the files I have uploaded is only available on test transactions. Once you have seen that it is correct, or have uploaded the correct ones, you will have to go to the installations tab, click on "Edit Payment Pages", select the correct installion in question, and then on the payment page editor, click on the copy to production button. This will then take the information from the test mode to the live environment.

If you need any further assistance, please do not hesitate to contact us again.

Kind regards,

Danie Rossouw
Technical Support
Customer By Email (Kathleen Syrimi) 29/04/2013 04:54 PM
Hello

May I please have a follow-up to this, I’m waiting for more advice. I need the problem fixed asap.

Thanks
Constantine

From: Rugs and Stuff [mailtoffice@rugsandstuff.co.uk]
Sent: 23 April 2013 20:31
To: 'support@worldpay.com'
Subject: RE: Technical support request [Incident: 130414-000233]

Hello

I hope I’ve done what you asked, your instructions were not very detailed.

By “can you please run a couple of test transactions, in the test environment to ensure that this is the correct file for your company.”, I guessed you meant to click on “Switch to Test” in the main Worldpay screen and then make a purchase. I’ve done this a couple of times and there is no change. The final “successful transaction” screen is the same without a “view merchant receipt” option.

If I was mistaken, please give me more precise instruction of how to run the required test transactions.

Many thanks
Constantine

From: support@worldpay.com [mailto:support@worldpay.com]
Sent: 23 April 2013 16:32
To: office@rugsandstuff.co.uk
Subject: Technical support request [Incident: 130414-000233]


Customer By Email (Kathleen Syrimi) 23/04/2013 07:33 PM
Hello

I hope I’ve done what you asked, your instructions were not very detailed.

By “can you please run a couple of test transactions, in the test environment to ensure that this is the correct file for your company.”, I guessed you meant to click on “Switch to Test” in the main Worldpay screen and then make a purchase. I’ve done this a couple of times and there is no change. The final “successful transaction” screen is the same without a “view merchant receipt” option.

If I was mistaken, please give me more precise instruction of how to run the required test transactions.

Many thanks
Constantine

From: support@worldpay.com [mailto:support@worldpay.com]
Sent: 23 April 2013 16:32
To: office@rugsandstuff.co.uk
Subject: Technical support request [Incident: 130414-000233]


Response Via Email (Danie Rossouw) 23/04/2013 03:31 PM
Dear Kathleen Syrimi

Thank you for your patience on this one.

I have done some testing on your account and have noticed that your resultY.html file has been corrupted somehow.

I have now uploaded the correct resultY.html file, as per our records to your test environment. Can you please run a couple of test transactions, in the test environment to ensure that this is the correct file for your company.

If this is the correct file, and you are happy with the way it functioning, you would only need to click the copy to production button under the payment page editor, to place the correct file under the production/live environment.

If this file is still not behaving as it should, please contact Sellerdeck and request that they provide you with the correct resultY.html file for you to upload.

I hope this has been of some help.

Kind regards,

Danie Rossouw
Technical Support
Customer By Email (Kathleen Syrimi) 17/04/2013 09:43 AM
Hello

This is a screen shot of what a succesful transaction should look like. It includes a "View Merchant Receipt" link.

http://community.sellerdeck.com/atta...1&d=1366190222

Thanks again.


________________________________________
From: "support@worldpay.com" <support@worldpay.com>
To: office@rugsandstuff.co.uk
Sent: Tuesday, 16 April 2013, 9:08
Subject: Technical support request [Incident: 130414-000233]



Customer By Email (Kathleen Syrimi) 16/04/2013 07:23 PM
Hi

It’s hard to be sure when the problem started but I’ve selected a transaction from last July, maybe that was OK. The transaction id was 2401863549.

Any recent transaction has the problem. You can try transaction id which I carried out to test the problem.

Please keep me updated.

Many thanks
Constantine

From: support@worldpay.com [mailto:support@worldpay.com]
Sent: 16 April 2013 09:08
To: office@rugsandstuff.co.uk
Subject: Technical support request [Incident: 130414-000233]


Response Via Email (Danie Rossouw) 16/04/2013 08:08 AM
Dear Kathleen Syrimi,

Thank you for taking the time to get back in contact on this.

I have had a look at the installation that you have provided and can confirm that this is an Actinic installation.

The issue with Actinic is that they are a special integration type, where we are not able to fully test it from our side.

In an effort to assist us, can you please provide me with a transaction ID where this functionality was working correctly and one where this is not working any more.

We will then run audit trails from our side, in an effort to see if anything has changed from this side that might have effected this in any way or form as well as have the Further investigation Team have a look at the transactions for any thing that might shed some light on your issue.

If this does not resolve the issue, we will then escalate this up to our Focal team, for an in depth investigation.

I hope to hear back from you soon.

Kind regards,

Danie Rossouw
Technical Support

[pmsupport]

Hi Constantine,

Thanks for that. I have asked our developers to take a look at this, I will keep you updated.

Thanks

Paul

[pmsupport]

Hi Constantine,

I have checked this with our developer. We can confirm that the WorldPay 'Thank You' page contains the link for 'VIEW MERCHANT RECEIPT' which must be clicked in order to empty the cart, send the email and for the shopper to view the receipt.

That page is held on the World pay server and World pay have control on this. Feel free to show them this community thread so that they can see the screenshot at the top of the thread which is what we are referring to.

Hopefully they can restore it.

Paul

[csyrimi]

Hi Paul

I've gone back to Worldpay with your comments and still waiting. Will advise if anything happens.

Constantine

[Deacon1000]

we are having the same problems have you had a solution or have we got the usual blame game?

[csyrimi]

You got it, still no solution.

Currently awaiting worldpay's response. I'm afraid I can't devote much time to it so if anyone else wants to join in the search for the holy grail, it would be appreciated.