PROTX No Cart Contents

[HWW]

Although our hands are tied with regards to passing the correct cart details, what about a message that says 'Please refer to the email from your supplier for confirmation of the contents of the order' or something? I think this is something we can do from our end by passing an extra parameter.

Hi Chris - Guess you are Mr A;-) Your hands are tied? Really? Why?
On the sugestion of the 'Please refer...' message - that would certainly help but does not remove the underlying very visible integration failing in that the PROTX e-mail has an order content header but no order content i.e it looks like an order problem to customers who then contact the supplier to confirm that the order is OK. If you wish to go down the suggested route (only) then I suggest that you also put a very clear note on the Actinic PSPs page stateng that there are KNOWN PROBLEMS with PROTX integration so that other Newbies will not be fooled into assuming that integrated means INTEGRATED as I was. But back to the hands tied WHAT THE .....?

[leehack]

Hi there - I guess I'm Mr Actinic.

Although our hands are tied with regards to passing the correct cart details, what about a message that says 'Please refer to the email from your supplier for confirmation of the contents of the order' or something? I think this is something we can do from our end by passing an extra parameter.

This is a good temporary measure, but i am a firm believer in 'nothing more permanent than a temporary solution', so IMO that would not suffice as this problem cannot be put back in the larder 'half-baked'. This needs sorting, it's terrible.

I was on the end of this only a few days ago ordering from an actinic store (Tracey's site) and it stands out like a sore thumb, it just looked absolute pants. Place an order and see what you are greeted with in your inbox, it's really bad Chris.

Now if this is something you cannot do and the responsibility lies firmly with PROTX, then say so please. 'Our hands are tied' is back to the woolley answers of 12 months ago. This is a leading ecommerce package and a leading PSP, this problem is because of one or both of you, of that there is no doubt. We need to know why it is not working and who has to be badgered to fix it.

IMO this is as bigger showstopper as a security flaw and it should be treated with the same importance. Time for some honest answers from someone, maybe that JoeProtx guy could enter the fray also, it needs sorting and fast IMO.

[cdicken]

I haven't got a clue about how PSPs work, so I'm having to talk to developers about this, and it's taking a while. Please bear with me.

[leehack]

Cheers Chris, please don't let this one lie, it's a biggie IMO.

[HWW]

Thanks Chris, Those that understand these things will probably have seen this but just in case: VSP Form Protocol and Integration Guidelines Appendix A Page 30... ,Basket Contents The shopping basket contents can be passed in a single, colon-delimited field, in the following format...' To a non techie like me this page seems to detail how to fix this error?? Or are those tied hands commercial rather than technical?

[HWW]

Seems to have gone very quiet;-) We had yet another customer complaint today about the "empty order details but money taken". We apologised but didn't tell them that a fix was on a wish list somewhere and that some guy at Actinic was investigating as this was a known issue - it doesn't sound too professional does it;-) Please Chris can we get some action on this??

[RuralWeb]

Why not disable the Protx email and send a payment recieved email from Actinic. That way all the order details are there and they have confirmation.

[PeterThake]

Can I add my inconsiderable weight to this! The emails used to be populated with the cart details and then it stopped working around the time that Protx went through changes.

The current 'empty cart' email is terrible - I keep getting customers placing a second order because they think the first order did not go through correctly. I have to refund one of the orders and there is a charge for doing so. This is costing me time and money.

Fix please!

[PeterThake]

Why not disable the Protx email and send a payment recieved email from Actinic. That way all the order details are there and they have confirmation.

Because this is not an automated process! Unless you use the Mole End plug-in, which costs more and requires you to leave your PC turned on. Being a 'Greenie meanie' I don't like this idea. And I do not like the idea of having to buy plug-ins to fix an Actinic bug - it should 'do what it says on the tin' as HWW rightly says.

[PeterThake]

Correction: the old Protx email did not show the cart contents. However, it was better presented and simply said "Your customer bought: Items from [your shop name]”

There was no empty table like there is now which just looks wrong.

[RuralWeb]

Because this is not an automated process!

I know it was just an idea - no need to bite my head off!

I dont see a customer not getting a payment recieved email as a problem TBH. They get a "We have recieved and are processing your order email" so why do they need another? - I use HSBC and Barclays for lots of sites and they dont send an email about payments. In fact I recently bought off WH Smiths website and for the first time ever I had a payment recieved email and I thought what a waste of time that was - as a customer all I want to know is that a site has recieved my order and when they ship it out.

Just my opinion - Im not defending Actinic or Protx

[PeterThake]

LOL sorry Malcolm, did not mean to sound snappy! I just get a bit fed up with Actinic - this 'empty cart problem has been worrying me for some time but I just did not have the energy to raise it as an issue. I had Ben from Actinic on the phone to me after posting; it is reassuring to know someone at Actinic is reading these forums and taking these things seriously.

To a point I agree with what you say but some customers just seem to expect an email confirming payment has been received, within a few miniutes of placing the order. Especially if they are 'newbies' to the internet. They just like that additional reassurance I guess.

[RuralWeb]

seem to expect an email confirming payment has been received, within a few miniutes of placing the order.

I dont know the answer to that but I would imagine that a few people not getting an email is better than everyone getting an empty email from Protx and the resulting confusion that causes.

[cdicken]

We're currently in touch with Protx trying to get them to change their emails so that you don't get the empty grid appearing in the emails.

Unfortunately, Protx's interface doesn't allow the complex nature of Actinic shopping carts (with components, discount lines etc) to accurately be represented on the Protx email. Protx can handle basic products, but not the way Actinic does options or discounting.

[HWW]

Chris, Thanks for the update. I also had a long chat with Ben from Actinic yesterday. He was complaining about lack of response from PROTX.

Removing the cart header might be a temporary fix (aaargh!). However, do I take your second paragraph as a clear statement from Actinic that their card software is NOT FULLY INTEGRATED with PROTX?? Are you also stating that this is not likely to be fixed or even addressed by either company any time soon? Meanwhile, both companies are recommending each others services as "integrated". We've spent Łks on our site based on this (mis)information which is still on both company websites! Do I sound a little annoyed;-)