Live mode issue - Worldpay

[crazylegsreilly]

Hi everyone,

Just gone into live mode for the first time and completed a real transaction using worldpay, paying by credit card and receiving confirmation (from the customer's viewpoint).

When I downloaded to Actinic, I got a payment status of payment to be sent separately, which I think is a little strange, considering the CC details were accepted by worldpay.

I presume that this isn't what should happen? Has anybody experienced a similar problem?

The site (www.zgwatches.co.uk) is customised and I'm worried I've left something crucial out of the checkout section.

Any pointers would be greatly appreciated.

Thanks,
Darren Reilly

[pinbrook]

You should get a separate email from Worldpay, this tells you if the payment was accepted and that the address etc checks out.

You should always check these emails before decided whether to fulfill the order if you want to avoid dodgy orders

[crazylegsreilly]

So I haven't made a mess of it?!!

I just want to clarify this before going back to my business partner. Is the following the standard process:

1 - Customer pays via worldpay
2 - Worldpay confirm to customer that payment taken
3 - We download order into Actinic
4 - Order status when downloaded is "Pending" (or something to this effect)
5 - We receive mail confirmation from Worldpay, stating that the payment has passed
6 - We take the reference from the received email confirmation and enter it into Actinic
7 - We change the status to "Payment Received" (or something to this effect)
8 - We then complete the order

If yes, is there a way of changing this so that it is as automatic as possible (stage 6+7 ideally done automatically).

Thanks
Darren

[pinbrook]

Normally we download orders just once a day, therefore all WP payments are confirmed, thus all orders go to Pending. We don't have to do 6 or 7 it just happens.

even if we download an order before the WP advise comes through, the advise comes through on the next download and thus payments are applied

[crazylegsreilly]

Sorry - I'm a payment newbie!

Firstly, thanks for your help so far.

Am I right in thinking then that WP do take the payment in two stages? They confirm to the customer and then go away and process the payment. Then they send us a message to confirm the payment. We then download this message into actinic and the payment is marked as received.

Am I also right in thinking that most of the time we won't notice this two stage process, unless we constantly download orders as soon as they are placed?

Thanks again,
Darren

[Napknicker]

Nice watches, but the home page has pictures missing. Something else to add to your list!

Regards
Jim

[pinbrook]

Point 2 definately yes.

Not sure about the order of processes for point 1

Jo

[crazylegsreilly]

Thanks Napnicker

I've got it on there already... they're not real images at the mo.
We've not fully launched, so the homepage isn't quite ready.

Jo, thanks very much for the advice.

Can anybody from Actinic clear this one up?

Darren

[crazylegsreilly]

Still Bemused!

I’ve downloaded again this morning and the worldpay payment is still sitting in pending – awaiting details of Credit Card.

I really am confused! I can’t quite put my finger on what is responsible for the data not being transferred from Worldpay to Actinic.

Has anyone got any further theories?

[crazylegsreilly]

Error Details

Hi All,

I've attached details of the error messages I get when downloading the order. Has anyone seen these before? I know the payment went through, as I made it from my card and have seen it as authorised on my merchant statement.

I really am desperate for some info, so any suggestions are welcome.

Thanks in advance,
Darren

[TraceyG]

Hi,

Just to clarify this issue. The error on the attachment shows 'Invalid Signature'. This usually means that the Secret Key does not match that at Worldpay, so you have either typed it into the software incorrectly or Worldpay have given you the wrong key or they have typed it into their server wrongly.

With regards to how the process should work:

With all PSPs, an order file is created on the server at the point where the customer is bounced over to the PSP. When the customer completes the PSP part a 'callback' is made to your server to let actinic know that the payment has been authorised. So, if the customer cancels the order while on the PSP server or if you happen to download your orders while a customer is currently completing the PSP part you will only get the order and not the callback so the order goes into the PSP Pending tab. The next time you download, the callback should be downloaded and that will move the order into the 'Pending' tab with a status of 'Full Payment Received'.

The only time that you would have to fill in the PSP reference would be if there was some problem between the PSP server and your server when sending the callback, so that it never makes it.

You can then complete the order by shipping the line items and printing the invoice, or if you don't want to have to do this you can select 'Bypass Catalog Processing' under 'View | Business Settings | Order Processing' and the orders will go straight into the completed tab (if the PSP callback has been received).

I hope this has made things clearer.

[crazylegsreilly]

Secret Key was correct...

Hi Tracey,

Thanks for the note. I've called Worldpay, who have confirmed that the Secret Key was correct, as the payment was authorised in our merchant account. They say this couldn't happen without the key being correct (although I am fast losing faith in their responses - thus this post!).

Their technical team are now saying the problem lies in the fact that Actinic has changed and are saying that to resolve the situation, all I need to do is follow the instructions at:

http://support.worldpay.com/kb/custo...ppcg_3004.html

I can't do this until this evening (no access from where I am now) - so was hoping you could let me know whether or not this is going to change anything?

Thanks,
Darren

[TraceyG]

Hi Darren,

Did you check that you had typed it correctly in your software?

Their technical team are now saying the problem lies in the fact that Actinic has changed

Actinic hasn't changed in the way it deals with PSPs.

...and are saying that to resolve the situation, all I need to do is follow the instructions at:...

I have never heard of anyone else having had to do this and would think that if Actinic had changed in a way that stopped Worldpay from working then we would be swamped with calls from customers.

Please call in and ask for me and I will discuss how we can investigate this issue further.

[crazylegsreilly]

Thank you...

Tracey,

Thanks for highlighting my mistake.

Just as a warning to others, the problem was that I had unknowingly enetered the secret key in capital letters.

Thank you also to everyone who helped with this,
Darren