Lost Order

[Jan McFarlane]

Hi

My client received a copy of the purchasers email, however when he tried to download the order actinic said there was no order to download.

I am using actinic 7.0.4 and a SSL. How can the system lose an order, and if it does, is there any way of retreiving the order from the site? Is there an order archive of any kind stored on the site? and will the archive store the orders after they have been downloaded?

Jan

[magicalwonders]

Hello Jan,

This thread might be of help to you.

http://community.actinic.com/showthr...order+download

Hope this helps,

Myles

[Jan McFarlane]

Hi

Yes I had already looked at this thread.

"this can happen when a customer tries to pay using the actinic javascript encryption but doesn't complete the payment details"

However I am not using the javascript encryption I am using a SSL. Could this problem still happen?

Jan

[magicalwonders]

Sorry Jan,

I missed the bit where you are already using SSL. I'm afraid I don't know the answer on this one. Hopefully someone else will come forward with some advice for you.

Good luck,

Myles

[wjcampbe]

Sorry, but I don't see how SSL would affect things. This just means your site is a secured area.

To answer your questions - retrieving orders (or the session file) is covered in the thread you were pointed to, there is no cumulative database archive of orders kept on the web. The only archive is your local database of downloaded orders.

What detail can you extract from your web logs? If you have the raw data and it is in a standard format, you should be able to look at it in excel. Look for a visitor around the time of the email, who went part way through the order process, maybe just the first two pages.

How are you processing your orders? If you are using a PSP, what shows in their transaction log?