I wanted to let everyone know about a conversation between us and HSBC about a reproducible problem we (and maybe others on another thread) have been experiencing.
Can any of you from Actinic confirm this situation. And possibly when a solution will be found?
Email to HSBC:
We are using HSBC Secure ePayments on our site www.canalcargo.co.uk. We
have used Actinic Catalog to produce the site and provide the integration
with your payment system.
We have found that a number of customers are getting a Communication
Failure but have been successful in creating an order and making a payment through your system. They then re-order (sometimes reproducing the problem) and we are left with two or more orders in our system.
We have been able to reproduce a Communication Failure issue which has
also created an order. This situation occurs when the Customer has
completed filling in the details on your ePayments system and has reached
the receipt page. At this point they check that everything is okay and
print the receipt. Whilst they are doing this, their dial-up connection is
dropped. This will often be because they are using a short e.g. 1min
inactivity timeout. When the Customer clicks to continue (at which point
they would normally be redirected back to our site) their browser does not
prompt to reconnect as would be expected but they are given a
Communication Failure message.
This problem causes us to have to check with clients on their actual
requirements. In one case we found that the Customer had in the end used
another site to make the order and we lost the sale.
I would be grateful to hear what is being done to address this issue.
James Scott-Evans
Canal Cargo
HSBC Reply:
James,
I am sorry it has taken some time to get back to you regarding these
issues.
We have been working closely with Actinic and have found that it is an
issue with Actinic's servers. They have been making some changes which
have affected the service.
They are aware of the problem that is occuring and working towards a
resolution.
Regards,
Secure ePayments
Can any of you from Actinic confirm this situation. And possibly when a solution will be found?
Email to HSBC:
We are using HSBC Secure ePayments on our site www.canalcargo.co.uk. We
have used Actinic Catalog to produce the site and provide the integration
with your payment system.
We have found that a number of customers are getting a Communication
Failure but have been successful in creating an order and making a payment through your system. They then re-order (sometimes reproducing the problem) and we are left with two or more orders in our system.
We have been able to reproduce a Communication Failure issue which has
also created an order. This situation occurs when the Customer has
completed filling in the details on your ePayments system and has reached
the receipt page. At this point they check that everything is okay and
print the receipt. Whilst they are doing this, their dial-up connection is
dropped. This will often be because they are using a short e.g. 1min
inactivity timeout. When the Customer clicks to continue (at which point
they would normally be redirected back to our site) their browser does not
prompt to reconnect as would be expected but they are given a
Communication Failure message.
This problem causes us to have to check with clients on their actual
requirements. In one case we found that the Customer had in the end used
another site to make the order and we lost the sale.
I would be grateful to hear what is being done to address this issue.
James Scott-Evans
Canal Cargo
HSBC Reply:
James,
I am sorry it has taken some time to get back to you regarding these
issues.
We have been working closely with Actinic and have found that it is an
issue with Actinic's servers. They have been making some changes which
have affected the service.
They are aware of the problem that is occuring and working towards a
resolution.
Regards,
Secure ePayments
Comment