No record of order and payment on site

[craigcjc]

Hi everyone, I have a problem that is intermittent . I have had two instances (different people) where a person orders and pays for a product using credit card. The payment is successful as we use a third party for processing the payment and can log in and see the payment details.

 

But there is no record of the order or payment in the shop. We contacted the person and they said that the payment confirmation came up and everything went well. We are getting other orders from people that are successful via credit card, bank transfer etc and they can be seen in the customer order section of the shop.

 

Does anyone else know of this problem or what could be the cause? I have checked the payment module and we have the email confirmation set up correctly to notify us when an order is made.. we do receive this email notification ok but as I said there is not record in the customer order section of the admin.

 

I am trying to find out what computer, software and browser they were using.

 

Thanks :rolleyes:

[Guest]

This happens every now and then when you use a third party payment processor and some of the payment modules that comes with osCommerce. There are several resons for this to happen, one is that your customer is delayed before he/she actually confirm the payment and by that time the session in osCommerce is due time.

 

Or the customer actually finish the payment in time but when the third party payment processor is about to signal back your shop (i.e redirect back to your shop) about the payment the shop is not responding for some reason (busy) or temporary network error for example.

 

Or if you don't have SSL in the checkout stage but you payement processor does, then when redirecting the customer back to your shop in order to signal that the payment is done then a warning might be issued "about leaving a secure connection" and the customer freaks out and hits "no" or closes the browser and the signal back to you shop is gone.

 

I think there might be other reasons but I can not verify them at this point. The solution to this is to implement a more robust signaling protocol like the one that Paypal IPN is using. Where the shop is sending an ACK back to the payment processor when receiving the signal. Meanwhile you need to check payment processor manually every know and then in order to check for pending payment.

 

I hope this gives you an idea of this.

/Fred

 

 

Hi everyone, I have a problem that is intermittent . I have had two instances (different people) where a person orders and pays for a product using credit card. The payment is successful as we use a third party for processing the payment and can log in and see the payment details.

 

But there is no record of the order or payment in the shop. We contacted the person and they said that the payment confirmation came up and everything went well. We are getting other orders from people that are successful via credit card, bank transfer etc and they can be seen in the customer order section of the shop.

 

Does anyone else know of this problem or what could be the cause? I have checked the payment module and we have the email confirmation set up correctly to notify us when an order is made.. we do receive this email notification ok but as I said there is not record in the customer order section of the admin.

 

I am trying to find out what computer, software and browser they were using.

 

Thanks :rolleyes:

[craigcjc]

Thanks...can the session timeout be extended in the software anyway. also how do you check the processor manually?

[FIMBLE]

Also have you searched the database for the order, might be its there but not showing.

There are contributions for recovering lost orders in the database if indeed this is what has happened

Nic

[craigcjc]

Yes just checked database and there is no record of purchase

[♥Vger]

Pay Pal Standard Module

-----------------------

 

If you are using the default Pay Pal Module that comes with

osCommerce and are wondering why the orders don't get added

to the database, the stock updated, and that no order

confirmation e-mails get sent out - this is the reason.

 

You are reliant upon the customer hitting the 'Continue'

button on the Pay Pal website at the end of their purchase,

which then returns them to your website, updates the database,

updates the stock quantity, empties their shopping cart,

and sends the order confirmation e-mails out.

 

There are two solutions:

 

1. Use the official osCommerce Pay Pal IPN. This is the

only IPN module which begins with 'osCommerce'. It is

also the only IPN module with a completely new and

free-standing set of files - meaning that you don't

have to edit any other files in order to install it. I

only recommend v 1.4

 

2. Go to your Pay Pal account, go to Profile, and

sign up for their Auto-Return service - which returns the

customer to your website automatically after a delay of a

few seconds. The return url you must provide is something

like this (adjust as necessary for your website):

 

http://www.yourdomain.com/checkout_process.php

 

Vger

[craigcjc]

Thanks Vger, unfortunately I am not using paypal but another company called Paystation.They provided me with the module for oscommerce.

I might go back to them with the problem and see if they have a solution similar to what you are suggesting for pay pal.

[craigcjc]

I have spoken to my processing company and they tell me that if the customer does not continue as instructed then the order does not appear back in the shop, even though the card has cleared.

 

The processing company then sends an automated email to the shop owner who is supposed to click on the link in the email which then puts the order back into the shop. There is a possibility that the shop owner has not been doing this which would mean that the orders do not make it back to the shops admin area.

 

I might put some copy in the checkout area advising customers to complete the full checkout procedure (in the payment gateway area) for their order to appear in the shops admin area.