Slime101 Posted October 4, 2004 Share Posted October 4, 2004 Please Help! This is urgent!!!! We process about 12 orders a day through the online system, which is gradually picking up. HOWEVER we are starting to see orders coming through to the backend without any card details, its probably 1 in 50 orders or so but its worrying that the card details are completely missing. Why is this happening, and how can i solve it. Quote Link to comment Share on other sites More sharing options...
jon_l Posted October 4, 2004 Share Posted October 4, 2004 I have had this happen as well, though only once. I never looked in to it as it didn't cause much of a problem, but I can at least confirm the problem as existing. Not sure what version you are running, but we are using MS2. Jon. Quote Link to comment Share on other sites More sharing options...
Slime101 Posted October 4, 2004 Author Share Posted October 4, 2004 I'm using MS2 as well (afaik!) - thing is the more orders we get in the more this crops up, and altho its only happened half a douzen times its rather worrying about whats happeneing, and where they go. Also doesnt look good when you have to ring a customer and tell them the secure SSL system has somehow lost their card details :'( Quote Link to comment Share on other sites More sharing options...
Guest Posted October 4, 2004 Share Posted October 4, 2004 numerous things could cause this. for the days in question, reqd thru your server access and error logs, trying to coincide with the time of the orders which had problems. could be your host having a problem too. or your merchant account vendor. Quote Link to comment Share on other sites More sharing options...
Slime101 Posted October 4, 2004 Author Share Posted October 4, 2004 Well its not our merchant, because we colect details for offline processing along with all the other card details and orders recieved each day (batch processed through our in-house system). Its also unlikely to be ther server as its a dedicated server (with our own SSL cert), it does run a few other sites of ours but no errors have cropped up in anything but this... Quote Link to comment Share on other sites More sharing options...
jon_l Posted October 4, 2004 Share Posted October 4, 2004 Our config is exactly the same. If the problem has happened with a regular customer, it might be worth contacting them to see if anything different happened during checkout or if there were any problems. One tip....don't tell the customer the card details were lost. Tell them that the card failed authorisation and that you just want to confirm the details are correct. When they have given all the details say something like 'looks like the expiry date was wrong, so it should go through fine now....'. Works for me! Jon. Quote Link to comment Share on other sites More sharing options...
Slime101 Posted October 5, 2004 Author Share Posted October 5, 2004 Anyone got any ideas why this happens tho? Quote Link to comment Share on other sites More sharing options...
Fruit Bandit Posted October 5, 2004 Share Posted October 5, 2004 I had this problem and it was because people were choosing (because i hadn't removed the option) cash on delivery. Don't know if this helps at all Fruit Quote "You grow it...We'll nick it." Link to comment Share on other sites More sharing options...
Slime101 Posted October 7, 2004 Author Share Posted October 7, 2004 Nope, the only payment option is Credit card on our system. Quote Link to comment Share on other sites More sharing options...
sefu Posted October 8, 2004 Share Posted October 8, 2004 I am having a similar problem. We just moved our site to a dedicated server. Its a rare problem which I found happening with my PC. When ever I choose credit card and enter the details it will return saying to select a payment method although it is clearly selected as CC. I have narrowed down the problem to the SSL. If you take away the SSL it submits fine. I have found any forms in the SSL does not submit properly. Weird thing is it only affects a small amount of computers and I am not too sure what is setting it off. I have tested it with other PCs and no problems. I used Mozilla on the problem PC and no problems. Quote Link to comment Share on other sites More sharing options...
jon_l Posted October 8, 2004 Share Posted October 8, 2004 I had this problem and it was because people were choosing (because i hadn't removed the option) cash on delivery. That isn't the cause of it for me. Whilst I have a cheque / cash payment option, the order was coming through as a credit card - but with blank fields. Jon. Quote Link to comment Share on other sites More sharing options...
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