Announcement

**Nadeem** · 29-Aug-2003, 12:44 PM

Hi Peter

This is a strange one, I'm not sure why you are getting this error. I have asked development to comment on this and i will post the information when i have recieved it.

Kind Regards

**Nadeem** · 29-Aug-2003, 02:46 PM

Hi Peter

Development have got in touch with me, and they would like to see the actiniccatalog.mdb.

Please could you zip up your actiniccatalog.mdb and email to this address: nrsupport [@] actinic.co.uk

Sorry the reason why i put [@] is not to get spam

You can find the actiniccatalog.mdb in: C:\Program Files\Actinic ecommerce v5\Sites\Site1

Kind Regards

**worthydealer** · 29-Aug-2003, 03:07 PM

Hi Nadeem,

Many thanks for your help on this. Have sent you my actiniccatalog.mdb from my Site1 folder on my PC.

**worthydealer** · 02-Sep-2003, 07:59 PM

Hi Nadeem,

Thanks for your help on this.

3 developments since your last reply / investigations:-

1) I have upgraded my website from Business Version 5.0 to 5.1.6 as recommended on the Actinic Support pages - I was hoping that this might clear up the problem I was experiencing.

2) Unfortunately, my customers are still having problems with Receipts at the end of the ordering process

3) I have a better description from an actual customer of exactly what happened at the end of the ordering process. The 'empty receipt' may now be a red herring.

More details:
I upgraded the site last night. Afterwards, I put the system into SECPay 'Test Mode' and put a few orders through. Everything was absolutely fine.

But the first customer who ordered 'live' this morning phoned me to say that after they had finished ordering (i.e. after the SECPay authorisation of their credit card details) the system would not show them their Receipt. They were naturally concerned whether their order had actually gone through.

I questioned the customer further: after the successful card authorisation, the screen changed as it should to the screen that tells the customer the transaction was successful, with the link at the bottom to click on to display a Receipt (this is the Act_SECPayOK template).

The customer clicked on this link, but instead of getting the Receipt page, they got a page saying that the system could not show the Receipt. This page said the reason for this was the Customer might have pressed the "back" button (which he had not - just the link to the Receipt). My customer said that also on this page there was also another reason listed why the system could not show the Receipt but he could not remember what this reason was.

Are you aware of any such page within Actinic? I have not seen it before.

Anyway, when I came to download this customer's order, this came through absoutely fine as Order Number TW91XG20000094.
However, this was immediately followed in the same download by Order Number 97894820000095, showing Invoice as 'Printed' and Payment Method as 'Invoice and Payment Before Delivery'. When I tried to open this Order, I got the Message Box "The selected order is corrupt. No details were found". But as I said the actual, 'real' order from my customer came through absolutely fine in front of this 'ghost' order.

Presumably, since I upgraded last night, all the scripts in use are now the absolutely standard Actinic scripts. The only change I have made to any script is to ACTINIC.pm, in line with the Knowledge Base article GC80, since I was getting the 'missing images' problem on going Back from the PSP. The script change fixed this a treat. Also, the Act_SECPayOK template now in use is the standard Actinic one after the upgrade (no customisation/changes).

I have zipped my actiniccatalog.mdb file with both of the above orders in it for you to take a look at and sent it to your private support email address.

I hope this is now detailed enough to enable you to come up with a fix to this problem for me. Many thanks for taking a look at all this for me. I hope you appreciate that I am concerned about this because if my customers are left wondering whether their order has actually gone through at the end of the ordering process (even though it has) this may deter them from coming back in the future with repeat business, and it is costing me extra in terms of increased customer interaction time and phone costs. Many thanks.

BTW - I am aware of thread under Actinic 6 Support entitled 'Missing link to receipt' - although my link is not missing - the problems discussed there bear a resemblance to my problem - the thread talks about hard-coding the RECEIPTURL in the Act_SECPayOK template - should I try this?

**worthydealer** · 16-Sep-2003, 11:19 AM

Any progress?

Hi Nadeem,

Just wondering if you have been able to make any progress with the problem I have been describing, and the files sent to you?

For information, I have made the following change in my Act_SECPayOK template (i.e. hard-coded the receipt URL as per a suggestion elsewhere in these Forums):-

Click <A HREF="http://www.worthydeal.co.uk/cgi-bin/os000002.pl?SEQUENCE=3&ACTION=Finish&ORDERNUMBER=${trans_id}">heree</A> to view your receipt.

Unfortunately, this hasn't solved the problem either - I still get customers who, having had their payments authorised by SECPay, proceed to click on the 'Receipt' link at the bottom of the page, but then instead of getting a Receipt they get a page telling them their shopping basket is empty, because they have clicked on 'Back' on their browser (which they havn't), or because it has been over 2 hours (which it isn't). Their order then downloads OK, with a 'ghost' order (corrupt/ purely numeric order number). I don't get a 'ghost' order every time, about 80% of the time, so I'm assuming that where I don't get a 'ghost' order the customer is either not clicking for a Receipt, or they actually do get a Receipt.

Any thoughts would be helpful - if I can't get a solution, I think it's probably going to be better to take the Receipt link off the page altogether, rather than leave customers confused by the 'your shopping basket is empty' page (they will get a confirmation of payment from SECPay, although this doesn't give all their order details).

Many thanks for your time & trouble

**Nadeem** · 16-Sep-2003, 12:14 PM

Hi Peter

Just sent you an email

Kind Regards

**worthydealer** · 17-Sep-2003, 11:17 AM

Thank You

Hi Nadeem,

Many thanks for the email.

I have gone back to the original standard Act_SECPayOK template, and made the changes you suggested, last night.

The first few orders that have been received have come through without the 'ghost' order, and I've had no customer queries or complaints about getting the 'your shopping basket is empty' page, so it is beginning to look quite positive.

Trust me to create a problem through my own incorrect use of the software!!

I'll keep on monitoring the orders as they come in over the next few days, and let you know whether the problem has 100% definitely gone away.

Stunning software with stunning support!! Many thanks.

**Nadeem** · 17-Sep-2003, 03:21 PM

Not a problem Peter

Glad to help

Kind Regards

Announcement

Empty Receipt

Empty Receipt

Comment

Comment

Comment

Comment

Comment

Comment

Comment

Comment