Callback Failure Alert From RBS WorldPay

[10thWay]

Hello guys, I received the email below from RBS, I was wondering if anyone can help understanding what happened?

Our systems have detected that your callback has failed.

This callback failure means we were unable to pass information
to your server about the following transaction:

Transaction ID: XXXXXXXXX
Cart ID: XXXXXXXXXXXXX
Installation ID: XXXX

Error reported: Request failed CAUSED BY Error status receieved for CONNECT:503, Service Unavailable
Server Reference: mg1imspsp9:callbackFailureEmail-11489:

Also, if you usually return a response page for us to display to the Shopper
within the time allowed (1 minute), this will not have been displayed.

RBS WorldPay will have displayed to the Shopper the response page file
(resultY.html or resultC.html) held for your installation on the RBS WorldPay
server. This will be your own custom version, if you have supplied one, or,
if not, the RBS WorldPay default version.

We hope this information will be of assistance. Please refer to the RBS WorldPay
Knowledgebase - http://www.rbsworldpay.com/support -
or contact your local Technical Support team if you want help or advice
about using the callback facility or about this particular callback failure.

If you would like to switch off the callback failure alerts or would like to
change the address to which these emails are sent, you can do so by
following the steps below on the Merchant Interface (RBS WorldPay
Administration Server) - http://www.rbsworldpay.com/admin.

- Log on to the Merchant Interface.
- Click on the "Configuration Options" button for the relevant installation.
- Edit the "Callback Failure Alert email address" field. If you wish to switch
off the callback failure alerts, set the "Callback Failure Alert email
address" field as blank.
- Make sure you click on "Save Changes" before leaving the page.



Thank you,
RBS WorldPay Technical Support

Technical Support (Europe, Middle East & Africa)
mailto:support@rbsworldpay.com

Technical Support (The Americas)
mailto:support@rbsworldpay.com

Technical Support (Asia Pacific)
mailto:support@rbsworldpay.com

Thank you in advance for all your help.

[cbarling]

Assuming that call backs have previously worked, it's probably just one of those things where your server was unavailble for a few minutes. If it has never worked, wither you've configured Worldpay incorrectly, or something on your server is blocking the callback from Wolrldpay. Often this is a "security" feature.

I would expect you to have a payment taken by Worldpay which isn't matched with an order, and the guilty order can be found in the "PSP Pending" tag in Actinic.

If that's the case, create a manual payment against the order in Actinic, and it will move to the normal tab.

Chris

[10thWay]

Thanks Chris, I'll have a look at the pending orders then.