HSBC Secure E Payments - PSP Pending?

[Jacky]

Hi everyone - I am new to this Forum, will try and get my point across clearly! I am running Actinic 9 - using both Paypal and HSBC Secure E Payments. Our website is about six months old, no problems until recently. A couple of people have ordered, but the orders are sitting on the Pending Payment Service Provider tab - when I look at the Progress and Payments tab it says 'PSP Pending' and shows the outstanding balance. I am not having this problem with paypal payments, they are whizzing straight through. I have tested using my own credit card, same thing, sitting in Pending area. I read on an earlier thread that I should look in Business settings to make sure that 'Pre-authorisation' is not checked - I've altered it to 'immediate payment' - tried my card - still no joy! Has anybody any idea what is happening? Would very much appreciate any help - is the problem with my website rather than the 'bank end' ?

[guccij]

Have you checked within the HSBC terminal that those payments have gone through? If so, then for the time being you need to create a manual payment entry in those orders and ship as normal.

Your HSBC configuration in Actinic should look like this:

[Jacky]

Thank you for replying so quickly - yes the payment has gone through - so I completed the order manually - but that defeats the purpose doesn't it? Also, on your image, where the SSL box is ticked - mine isn't - I did wonder about that, but nervous of altering anything myself. We had a web guy build our site and although I am getting used to it, I don't want to do anything too radical!! Thanks again -

[guccij]

Don't worry about the SSL tick - we have an SSL cert and use it for the checkout pages only, for no other reason than that we like to think it gives our customers confidence when they input their addresses.

[guccij]

As far as your set up is concerned, if it mirrors ours bar the SSL cert, then I don't know what to suggest.

Call HSBC?

[Jacky]

I think I may need to do that - do you think I need merchant services?

[guccij]

I'd guess so : 08457 023344 option 4

I always end up speaking to ten different people in a loop. Good luck.

[Jacky]

Ha, that's exactly what I am worried about! I nearly had a nervous breakdown setting up the online payments!