3 replies to this topic

[JoshBowe]

Hi, this is a rare occurrence but it's happened a couple of times now and it's resulted in a customer not receiving their order.

The module we are using is SagePay Form 1.2. What has happened is the customer has gone to place their order and checked out as normal, we've received the payment from the customer but order hasn't appeared on our admin orders page and the customers basket is still full of what they intended to buy.

Has this ever happened to anyone else, and does anyone know a solution?

Thanks.

[MrPhil]

This is just one customer? I've heard of problems with PayPal where it wasn't configured to return to the right osC page after payment was made, and just kind of vanished. If you were having the same problem with SagePay, I would expect it to affect all users of SagePay (does it?). Does SagePay return from their site to yours on a specified page? Anyway, no experience here with SagePay, but maybe it will give you an idea where to look.

[JoshBowe]

MrPhil, on 12 March 2013 - 02:57 PM, said:

This is just one customer? I've heard of problems with PayPal where it wasn't configured to return to the right osC page after payment was made, and just kind of vanished. If you were having the same problem with SagePay, I would expect it to affect all users of SagePay (does it?). Does SagePay return from their site to yours on a specified page? Anyway, no experience here with SagePay, but maybe it will give you an idea where to look.

No, it's just the odd customer. It's happened twice in maybe a year or so, but even if it's very rare it can have bad consequences.

Yes, SagePay returns to checkout_confirmation.php I believe but should maybe double check.

[Bob Terveuren]

Hi Josh

The customer is not returning/being returned/falling asleep after making the payment or the SagePay return data is wrong - you'd need to ask the customer what happened to be certain but in a normal transaction this is meant to happen:

1. Checkout_confirmation - customer likes what he sees clicks 'confirm'
2. Gets sent to SagePay by the code in the payment module under function process_button
(meanwhile back at the store his basket is still full and there's no order in the database)
3. Customer makes payment and gets sent/clicks to go back to your store
(not sure which SagePay uses - automatic or manual)
4. Gets sent back to checkout_process.php where the before_process code in the payment module handles the return - if there's an error then customer gets bounced - if not checkout_process runs and order is created/emails get sent out

Until step 4 is completed you'll not get the order - so either the customer has not come back/been sent back from SagePay or if they did come back there was an error in the return data so they got bounced back to checkout_payment with an appropraite error message.

Like I said you'd need to ask them what the train of events was to be sure.