HSBC epayments missing address details

[Phoenix164]

When some of my customers go through the checkout process and get to the HSBC server, the address fields are totally blank.

I have tried it myself tonight and found the same problem, has anyone experienced this before

[RuralWeb]

Yes lots of times on different sites. It is quite common, I have spent several hours onto HSBC about this with no effect. They say it is Actinic not sending the correct data when the payment is passed to the HSBC website. There does not seem to be any patern to it, some days all work well others you get nothing

Feel free to call them maybe a little pressure is needed

[nshread]

Address details missing in HSBC

Has anyone had a resolution for this problem?

We've recently changed over to HSBC on a number of our sites and we're experiencing this also and are worried that we're losing customers because our drop-out rate has increased with more customers aborting their transaction when they get to the payment provider section.

I did see reference to HSBC needing a country code passed so you had to use the advanced method for Tax or Shipping, however we are on our sites so that's not the issue.

If someone from Actinic gets to read this can you please advise if anything is being actively done about this with HSBC please?

Many thanks,
Nick Shread

[Bruce]

Nick,

I will bring this to the attention of development and see what they have to say about it. At best it has been intermittent and has so far not been replicable on our end to enable us to invistigate. If you could provide us with some more detailed information then I can get them to take a look at it.

Kind regards,

[RuralWeb]

not been replicable on our end

I have replicated it several times over the last 18 months during testing. It is very obvious within the HSBC control panel as the only detail for some transactions in the value of the money transfered all the other fields are blank.

There is no pattern that I can see eg for 3 orders placed at almost the same time, one will have all the details one will not and the next all the details

[RuralWeb]

Just checked one of my clients HSBC control panels and of the 48 orders today 23 do not have the full customer details. This is a typical sort of day.

[Phoenix164]

All of my orders with different shipping and invoice addresses exhibit the same behaviour.

I have even had to add a note to the tick box for different addresses in a vain attempt to explain the situation to people. We have found that people cancel the payment process when they see no information on the HSBC site.

Unfortunately i dont know whether the note is helping or is putting people off before placing the order.

Have a look www.av4home.co.uk @ the note, see if anyone can come up with a better explanation that might not put people off

[RuralWeb]

Over to you Bruce

[Bruce]

Jonathan,

If you enter a different delivery address to the billing address, and the delivery address is not forced to a drop down (as specified by the KB item http://knowledge.actinic.com/acatalo...28.html#aKB222) then no address info is passed to HSBC (because we need the drop down to identify a country code, HSBC does not accept a country name it requires a country ISO code)

So.. the HSBC confirmation page will display no address (or name) information.

Please confirm if your delivery address country details are offered as a drop down.

Malcolm,

Can you check to see if the orders that have missing address information are using different delivery address to the invoice address?

Do let me know,

Kind regards,

[nshread]

Bruce,

Thanks for the info, I will also check to see if all sites do not allow country code selection from a drop down and will get back to you.

Cheers,

[Phoenix164]

thanks for that, this could be the problem.

I have never added tax on to our prices, becasue they include vat already, I remember when i started customers had to choose the uk from a drop down box, but i removed it because there was only on eoption anyway.

So in conclusion, i dont think i ever used the advance tax, but i cant remember how i disabled that box.

Any suggestions.

[Bruce]

Advanced Tax can be turned on by going into Business Settings | Tax and clicking on 'Advanced'.

Kind regards,

[Phoenix164]

I dont think i ever had advance tax selected.

Is there another way of disabling the drop down box on the first page of the checkout (with the ship to different address box)

Another thing, i have been reading on the forum about the 'Advanced / Locations' page, I have nothing ticked, do I need anything ticked?

[Phoenix164]

I have changed the tax to an advance model, however i still have no drop down country box.

The 'Select Delivery location' is always United Kingdom

[Phoenix164]

I have added ireland in as a shipping destination, and my drop down box has appeared with uk and ireland as options.

I made a purchase from my site, using different invoice and delivery addresses and again, both address fields in HSBC are blank