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not rediecting to credit card screen? loosing customers!

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    #1

    not rediecting to credit card screen? loosing customers!

    I seem to have an intermittent problem where people complete the checkout but are not redirected to the credit card screen (in this case protx).

    I don't know about this until I notice that there are no orders coming in (and as orders coming in varies wildly based on time of day and day per week with no obvious pattern this is hard to spot!)

    Occasionally, someone will e-mail that they are not be redirected but everyone else obviously just gets fed up and goes elsewhere...

    The protx admin screen is confirm that the customers are not getting there (it show aborted and failed orders (or none in this case)), so the redirect seems to be the problem area...

    Once I know it's happening I can to a refresh of the site and that seems to clear it.

    Is there a known problem here? any known causes? is anyone else getting this?
    John
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    #2
    Was this particularly noticeable over this weekend?
    I only ask because I had a cluster of them around midday Saturday and another on Sunday pm.
    Orders which hadn't been transferred to Protx.
    I suspect it was a Protx problem, tbh.
    Not particularly helpful, I know. Best you can do (if customer doesn't choose another method of payment, 50% of mine did) is email them (or call them? A call is more likely to continue the sale, IME)
    Tracey
    Tracey

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      #3
      it was noticeably yesterday (tuesday). As you point out the protx page not being available could be one reason for it not redirecting!

      I do chase those people by e-mail but with limited success. I am currently working on a backup provider (maybe paypal?), and a phone based system. I already offer a fax/post credit card details but only a few people use that.
      John

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        #4
        What I do is have an alternative payment option using Actinic's javascript encryption. That gives people a way to pay if they can't get to the PSP. In recent months I've found 4-5% of customers end up paying this way.

        Mike
        -----------------------------------------

        First Tackle - Fly Fishing and Game Angling

        -----------------------------------------

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          #5
          That's a good idea, Mike!
          I have "credit card details sent separately" as an option but rarely anyone does it (most choose to send a cheque instead)
          If and when I get my site back working again (don't even get me started on that one!) I'll add that option, I think.
          What text do you use for the description for this method?
          Cheers
          Tracey
          Tracey

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            #6
            Having Paypal as a 2nd credit card option is a good idea. We use both WP and Paypal. We probably get 10% of orders through PP. Some people use PP because they don't have to fetch their CC to process an order.

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              #7
              Originally posted by pinbrook
              Some people use PP because they don't have to fetch their CC to process an order.
              Yes, me for one! I regularly do this.
              I do offer both Paypal and Nochex as alteratives and, as Jo says, people do choose it as a second choice. Mind you, I go through Paypal phases! I get no Paypal orders for aaaaggggeeeesss and then get a cluster! Is very strange!
              Tracey
              Tracey

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                #8
                I am still getting this problem occasionally and in some cases it may be the PSP not being available - but I got 1 today where the user provided feedback as follows -
                Seems your site doesn't work with Mozilla Firefox properly to the secure ccard server. SWapped to Internet explorer and all is fine, and submitted a new order xxxxx
                when i asked for more details on how the problem presented itself -

                froze whist redirecting, CCard server never popped up, I do have Java and redirections enabled, so should ahve worked, but I have had similar problems on a few sites
                A few Actinic sites perhaps...? Has anyone tested their checkout against firefox? and the other problems I've had (where people have fed back to me) usually involve Macs...

                ps. I did put in a backup of Paypal and people are using it (not sure if they're using it when protx fails or just in preference though...)
                John

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                  #9
                  Has anyone tested their checkout against firefox?
                  I use Firefox all the time and never have any problems. In the case of the customer who swapped to IE to make the sale, there maybe was a one-off problem with the cookie in Firefox, and when the customer then swapped to IE Actinic created a fresh cookie and the order proceeded correctly.

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