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Problems with trying to place orders.
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Original Message
 
"problems ordering"
Posted by Jeff on Nov-05-02 at 12:16 PM (EST)
Recently, we've received a series of complaints about problems ordering. One problem described is that it is occasionally refusing to accept valid credit cards. Another common problem is with placing items in the shopping cart and having those items not appear in it. A final problem is with the customer filling out the billing and shipping information page, clicking to go to the payment page only to find that the shopping cart has sent an order confirmation to customer and us without payment information. Admittedly, the problems have been varied and scattered, but anything you can tell us to help us find and solve the problem(s) would be greatly appreciated, as this is fast turning into an epidemic.
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 Table of Contents

Re: Problems Ordering, Microburst Support Team, Nov-06-02, (1)
Re: Problems Ordering, Bill Weiner, Nov-07-02, (2)
Discover cards failing to validate, Jeff, Nov-19-02, (3)
RE: Discover cards failing to valid..., Bill Weiner, Nov-21-02, (4)

 

 
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Messages in this discussion
 
1 . "Re: Problems Ordering"
Posted by Microburst Support Team on Nov-06-02 at 12:57 PM (EST)
In regard to validating credit card numbers, uShop currently has built-in algorithms for validating these credit card types:
MasterCard, Visa, AMEX, Discover and Diners.
Failing to accept valid credit cards can be caused due to the following:
When entering a credit card number the user must also select the correct credit card type - if the type selected does not match the actual card an error will occur
Additionally it is very easy for a user to inadvertently transpose or mistype a 16-digit number - which would also cause the problem
As far as placing items in the shopping cart and having those items not appear - a few things to check:
1) If customers are having problems with the applets adding/maintaining items in the shopping cart then the first place to look would be the codebase settings of your applets see the ushop users guide - specifically:

http://www.uburst.com/uShop/codebase.html for more information

2) Also refer to the Troubleshooting Guide found at:
http://www.uburst.com/uShop/troubleshooting.html#NOTADDING
To double check the format of all your applet parameters

Lastly, in regard to the final problem you describe "customer filling out the billing and shipping information page, clicking to go to the payment page only to find that the shopping cart has sent an order confirmation to customer and us without payment information."
We are unable to recreate this as we get the credit card validation error - as the credit card form is expecting a Visa number (the default card in your drop down list).
In order for us to diagnose this problem further we would need more information about what error or messages the customer is actually seeing and what browser/operating system they are using.

Should you need additional help solving any of the above-mentioned problems just fill out a support form request found at:

http://www.uburst.com/supportform.html

And be sure to provide us with the specific details of the problem(s).

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2 . "Re: Problems Ordering"
Posted by Bill Weiner on Nov-07-02 at 05:53 AM (EST)
Also Jeff, in regard to:

"the shopping cart has sent an order confirmation to customer and us without payment information"

Note that uShop will NOT include the payment information in the email notifications since email is not secure. To securely get the payment details of an order, you should use the uShop Order Reader feature from the uShop Control Panel. Refer to the following URL for more information about securely reading order information:

http://www.uburst.com/uShop/security.html

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3 . "Discover cards failing to validate"
Posted by Jeff on Nov-19-02 at 11:36 PM (EST)
We still haven't gotten much useful input from customers about their problems, but here's what we have. With the validation problem, the error message they receive is that the credit card they entered is not valid. This happens consistently with Discover cards and, seemingly, only with Discover cards.
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4 . "RE: Discover cards failing to validate"
Posted by Bill Weiner on Nov-21-02 at 05:55 AM (EST)
I know you mention that you don't get much feedback from the customers, but it would be nice to know if they are remembering to select "Discover" as the credit card type. Usually when a valid card is not being validated by uShop's internal credit card validation algorithms, it is because the wrong credit card type was selected.

What you could do to ensure that Discover cards are accepeted, is edit the "creditcard_template.html" file (located in the cgi-bin "data" directory on your server) and change the "VALUE" of the "Discover" credit card option to something other than "Discover", such as changing:

< OPTION VALUE="Discover" > Discover < /OPTION >

To

< OPTION VALUE="xDiscover" > Discover < /OPTION >

That is, by setting the "VALUE" such that it does not start with "Discover", uShop's credit card validation algorithm will not recognize the credit card type as any known credit card type and thus allow the transaction to continue without performing the validation.

Speaking of that, you may want to check that isn't the overall problem anyway. That is, when adding "Discover" to the drop-down on the "creditcard_template" page, did you remember to set the "VALUE" of the new entry as "Discover"? If not, then that could be the problem. Otherwise, maybe try changing the value as described above ... to make sure Discover cards are allowed.

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