Lost orders problem - more details

[tintin99]

I posted about this recently but now have more details which hopefully will help someone to point me at a solution.

A few days ago a customer placed an order and was taken to the Protx payment page where he entered his debit card details. He says there is nothing wrong with the card and he uses it all the time, but for some reason Protx rejected it.

He then entered details of a credit card which were accepted but then he got a "Page could not be found".

He used the browser back button and got the usual message to hit the Retry button.

At this point he assumed that the order hadn't gone through and gave up. However he then received an email from Protx saying that the transaction had been processed, but he didn't get one from Actinic.

His order didn't register with Actinic so we had no knowledge of it and didn't send him his goods. We only discovered the problem when he wrote to complain.

This is the third time we've had an order go missing like this - I haven't been in touch with the other 2 customers so I don't know whether they had similar problems with rejected debit/credit cards.

Does this ring any bells with anyone? Thanks in anticipation!

[Mike Hughes]

When you say an order has gone missing are you saying it's not in actinic or just that no email is being sent?

The order received email is only sent when the customer goes to the receipt page after paying. The actual order details and order number are created within actinic when the customer goes to the payment stage.

In the example you give, actinic should be creating the order number and collecting the order details but no email would be sent as the customer never got to the receipt page.

Mike

[tintin99]

I don't actually operate the site myself (I'm the web developer who set it up), but as I understand it the order is not in Actinic, that is it doesn't appear in the list of downloaded orders.

Bob.

[Mike Hughes]

I've never heard of this happening before. As I said Actinic creates the order number and details before sending the customer off for payment so they shouldn't get lost.

Has the customer looked in his 'pending Payment Service Provider' screen? This is where orders that haven't had the payment automatically confirmed sit until someone manually confirms that payment was received.

Mike

[RuralWeb]

As Mike says when the order details are passed to the PSP Actinic will create an order independed of what happens in the PSP process. If the PSP does not process the payment then the order will be downloaded as PSP Pending.

If this ahs not been a problem before the owner of the site may not even be aware this tab exists! - have a look inside they may be there.

[tintin99]

Thanks Malcolm and Mike. It will be a few days before my customer can check this out but I bet that's the answer. Will get back to you if not.

Thanks again,

Bob.