Problems with Actinic Gateway

[Fastlight.co.uk]

Hi
We are experiencing intermittent problems when our clients select the Card or Paypal option on the Actinic gateway. When clicking on either option the user is bounced back to this page and an order is generated. They either keep clicking on it so we receive numerous orders or they give up and a sale and client is lost. I have spoken to actinic support on many occasions and and request the problem is escalated but all we hear is they have tested the site and everything is ok. Anyone out there have any solutions to this problem.
Regards
Duncan Jones
www.fastlight.co.uk

[pmsupport]

Hi Duncan,

I understand your customers are experiencing a problem with payment on your site.

I can see on your site you have 2 payment methods:

1) Credit Card (Actinic Payments)
2) PayPal

1) Regarding the issue of an error message occurring for some customers when they try to use Actinic Payments.

As previously discussed the error message “JavaScript and cookies must be enabled to use the eKashu payment page” occurs when using older buggy versions of Internet Explorer 6. The solution to the problem is for the shopper to upgrade to the latest version of Internet Explorer 6 or 7.

The reason that there is a newer version of Internet Explorer 6 is that the older versions had bugs and security flaws; this is why Microsoft updated it. For this reason the shopper will find the problem will be solved by upgrading Internet Explorer.

We have proved this is the cause of the problem because the error message does not occur on my PC using Internet Explorer 6.0.2900.5512, while your shopper is using 6.0.2800

2) We previously spoke with one of your shoppers who were experiencing an error message when bouncing over to PayPal as follows:

“Sorry, an error occurred after you clicked the last link.”

We can confirm this is a well known PayPal bug which PayPal need to investigate; we narrowed this problem down to users of old versions of Internet Explorer 6:

http://www.tamebay.com/2008/11/paypa...thdrawals.html

You have recently contacted us again to advise us of a shopper who could not bounce to PayPal. We wish to investigate this problem again, we do not yet know if the error message that shopper received is different.

In order to investigate this new PayPal problem, please can you provide the following information from the shopper, as we cannot recreate any of these problems here:

1) When bouncing to PayPal, exactly what error message occurs?
2) Exactly what web browser and version is the shopper using?
3) If an error message does not occur, please can you advise exactly what happens when they use your site and try to bounce to PayPal?

Paul