Actinic Payment Pending But Authorized ?

[PJ ENG]

I have had a few payment going into “pending payment service provider” that have in fact go though and been authorized when looking in account admin.

Had a chat with support who says as I don’t host with Actinic they cannot help me ! I need to go to my hosting and ask for server “error log” for that day.

Has anyone else suffered with this issue?

[Big Game Hunter]

Who do you use for payment provider? I'm having this exact issue?

[PJ ENG]

I use actinic payments, but they just blamed the hosting and hosting blamed actinic !!

We went around in circles with no resolve at all. I have kept an eye on it and we have not had a repeat with card payment but have just had 2 orders same person saying paid with pay pal but only 1 payment received into the pay pal account?

[Big Game Hunter]

interesting. We are having regular issues where we are downloading orders without a payment reference. It makes no sense, when we log into the sage pay account you can see the money has been taken. But the order is sitting in the payments pending tab. I have no idea what to do about it. So frustrating.

[oldhasbeen]

Just had this happen with Actinic Payments for a transaction on 20th June. Customer is chasing order - order is in PSP Pending (about to be purged!) with no transaction details whatsoever. Log in to Actinic Payments and there's the payment sitting there uncommitted

Never had this happen with Actinic Payments before in nearly 4 years, and hope it never happens again.

Helen

[oldhasbeen]

It's happened again with a transaction placed on 29th June, this time with Paypal - again customer chasing order we knew nothing about . Double checked Paypal, the transaction was completed and the customer has received their Actinic order received email.

We're using Business v10.3LAFA - would anybody from Actinic towers care to comment please?

Cheers - Helen

[oldhasbeen]

Egads....and again, another Paypal on 14th July.

Anybody?

[Mike Hughes]

I can't see any sign of something that could be causing this in your actinic error logs. Although there are another couple of problems in there you should look at. One to do with out of scope pages in the search script and another to do with missing stock files.

There is a known problem where the scripts can be help up while waiting for the smpt server to respond. I wonder if this could be what's causing the problem you're getting. I think it was Jo Pinbrook who first raised this. An example of what can happen is here http://community.actinic.com/showthread.php?t=44318

You really need to look in your server logs (or possible get your hosts to look in the smtp server logs) to see if there are errors that tie in with the problem.

Mike

[oldhasbeen]

Thanks for replying Mike - I've raised a ticket with our hosts, so we'll see if anything useful comes of that. You refer to a couple of other problems:

One to do with out of scope pages in the search script and another to do with missing stock files.

Not quite sure what that's about - will have to delve further. I read the thread from your link and that seems to refer to not having your email on your domain after moving hosts? We haven't recently moved hosts though, and our email has always been on domain - nothing's changed our end, so I'm a bit confused about this We're getting our copies of the order confirmations, and the payments for the orders have been made - just somewhere from the PSP to Actinic that information is getting stuck, resulting in the order sitting in PSP pending unnoticed.

I'll see what else I can find out - just wondered if anybody else resolved the same issues themselves?

Cheers - Helen

[Mike Hughes]

Hi Helen,

The thread I linked to wasn't identical but was really just to show that there is a problem with smtp server delay stopping the scripts. This may or may not be related to what you're experiencing.

If you look at yourdomain/acatalog/error.err you'll see a list of errors that actinic has created.

Mike

Edit: Just a note on my thinking here. This seems to me to be a very rare problem as it's serious and very noticeable. If it happened often then there'd be a lot more reports of it which leads me to suspect the cause is probably situational. i.e. a rare occurences in the hosting setup which is causing actinic problems. The only thing I'm aware of that impacts this area is the potential problem with slow smtp servers. Hence my suspicion that it could be this that's causing the problem.

[oldhasbeen]

Cheers Mike - thanks for the info. It's certainly rare, first time ever - that it's happened 3 times in a relatively short space of time seems to indicate a host issue.

I've given them all the information they need to look into this further, and I've asked them not to just give me a load of old flannel - I don't want to get into blaming/pointing fingers, just want it resolved. We'll see - but saying that, they've always been helpful in the past.

I've had a look at our latest actinic error log but can't see anything untoward (but then it would have to jump up and bite me!) - lot of "404 file does not exist" errors for pages removed a LONG time ago. I'll do some date checking as we have refreshed the site several times this year.

Thanks - Helen