Kryptronic Software Support Forum

that can't be the case, though, as orders are showing up in my "review online orders" before I even submit them.  If i click "checkout", and then select "pay by mail", and hit continue, CCP logs that as a pending payment order even though on the NEXT screen you have to click "Submit this order"...

Ok, but my question isn't personally when do other CCP users consider an order a "transaction".  I want to know when CCP determines at which point a "collection of stuff in their cart" becomes a logged, recorded, shows-up-in-review-online-orders ORDER.

I'm asking because I think it's making the decision a little prematurely.

An order shows up in the system when the customer reaches step 2 of 2 (review order) in checkout.  Typically the payment info is collected on that page or the user is linked over to a gateway.

I think the original idea was to let the customer still have a way to complete the order with out having to recreate the whole cart process since the invoices with pending payment have instruction to make a copy and send in a check. It would probably be just as good to give the customer the ability to delete the invoice(s) and/or a link to complete the order through the cart.

John

couldn't agree with you more.

After spending time with my programmer trying to sort out how to fix this issue ourselves, it has become clear it is a major problem.

Why on earth does the cart add an order to the database before you've clicked "Process Order" on the "Review and Pay" screen?  Does not "Review and Pay" insinuate that you're not done?  What if you decide, upon *review* that you want to add something else to your order?  Too bad, you've already created a "pending" order in the database.  That's ridiculous.  It should not go into the database until the "Process Order" button has been pressed by the user.  *This is how every other shopping cart on the planet works.*  Please fix this bug as soon as possible as it's causing numerous headaches for myself and for others on this forum.

Removed information as it did not really work the way intended, and to not miss lead anybody.

John

Last edited by dh783 (10-12-2007 11:58:26)

Okay, this is going to be helpful for us.  It's a shame we'll still have to deal with regularly deleting "pending" orders from the admin - especially without a batch function or even a toggle checkbox to bulk delete - but at least my customers will be spared the confusion.

It's not a bug if the program is working as it was ment too.

It is a bug if it's completely non-intuitive and not what the customer expects (customer meaning me as a client and also my customers)

This solution will not be helpful if someone WANTS to offer the "contact customer for order information" option. 

Your solution works to hide pending orders, but correct if I'm mistaken when I say that there are instances when a "pending" order is actually a completed order, ie. the user pressed the "process order" button and is paying with payment method that leaves it as "pending" such as "contact customer for order information.

So your solution only works if I don't use that kind of payment option.  If I do use that kind of payment option, your solution would only cause more grief.  Therefore, this is not a solution, but a work around that doesn't always work.  It SHOULD work as a customer would expect it to, ie when you press "Process Order" it processes your order, not before. 

Still, thank you for your help, John.  I'm just writing this all out for the benefit of Kryptronic, they need to fully understand what a big issue this is for many.

Last edited by kiwimum (09-21-2007 12:30:44)

John,

Okay, we've implemented your mods - but now even completed orders are hidden from the customer view.  Any ideas?

As far as the orders go the customer should expect and should have an exact audit trail of what they have done with there account even if they did not complete the order (my opinion).

Wow, I cannot fathom what kind of circumstances would make this necessary.  I can see keeping a record of pending orders AFTER clicking the button to submit the order - because then, clearly, it IS a pending order that just hasn't been completed by paying.  A cart that saves the orders before that button has been clicked is very confusing.

If there should be an exact audit trail then, it needs to be INTUITIVE of what the heck is going on.  To our average customer, you can't tell in the account manager than those orders were never completed.  Distinguishing them in the database would be nice, and then they could be separated in the account manager. "completed orders" and "started orders" or something.

My ladies go back and forth in their carts, submitting the same or slightly modified "pending order" 30 times within a couple of hours.  When they see all those orders in their account area, they freak out, thinking they've been charged that many times.  If those "pending orders" were organized under a heading in their account "Started, incomplete orders" or something descriptive - WITH AN OPTION TO DELETE THEM on the customer side, perhaps that could make some sense.  But how it is now?  No way, it's a customer service nightmare.

Last edited by kiwimum (09-21-2007 14:16:49)

John,

Okay, we've implemented your mods - but now even completed orders are hidden from the customer view.  Any ideas?

Oops, we got this to work.  From my programmer:

so the hiding of completed orders was partially my fault, partially the stupid freaking editor i have.  the php files have some kind of weird line ending scheme (I think just CR) so when i open them in my editor all the line breaks look like double line breaks, and if put anything in there with only 1 line break, it removes it and puts it on the previous line.  and so anyway the line that pulls the orders from the database got commented out.

So it is working - and thank you again for the help.  I still stand by this issue being a problem and this work around only a temporary solution especially as it'll likely get overwritten during the next update.

Hello Group,

I wrote a script to handle pending invoices.  It is very flexible and require NO modification to the CCP code so as the code base changes you won't have to readd a hack.  It can be fully automated by crontabbing.  In addition you may opt to remove pending invoices or change them to cancelled.  Also you may set the time to perform this in seconds, minutes or days.  It will even optimized your tables and includes a test mode (for the removal part).

Yes, its free.

http://www.cyberws.com/info/ccp/

Good luck.

Ok here is what i have come up with which will work with out to much moding done to the code. Frist create a new order status in the database khxc_selectcustom ( I just cloned the Pending Payment and changed this)

id = ccp0.orderstatus.NC
selectname* = Not Completed
selectvalue* = NC
selectorder = 6 (just because there are already 5 selection, and it was easier to place at the end than change all the orthers)

Then go to your private_dir/khxc/apps/{app}/ccp_order/ext/0000_status.php and find this code:

if (empty($order['gateway']['postorder'])) {

     if ($this->debug) {$this->debugger("exec: Post order updates required for the {$this->class} module.  Gateway does not support post order updates.");}

     return $order;

} // End of if statement.

change it to

if (empty($order['gateway']['postorder'])) {

     $order['order']['status'] = 'P';

     if ($this->debug) {$this->debugger("exec: Post order updates required for the {$this->class} module.  Gateway does not support post order updates, have set status to Pending Payment.");}

     return $order;

} // End of if statement.

Then go to private_dir/khxc/apps/{app}/ccp_checkout/ccp_checkout.php and find (just a part of the code is shown here)

// +--
// | Build out the order information and write it to the orders table.
// +--

$data = array('id'            => $this->cosess['order_number'],
              'epochorder'    => $this->globals('khxc_datetime.epoch'),
              'datemonth'     => $this->globals('khxc_datetime.month'),
              'dateday'       => $this->globals('khxc_datetime.day'),
              'dateyear'      => $this->globals('khxc_datetime.year'),
              'sessionid'     => $this->globals('khxc_session.sid'),
              'status'        => 'P',
              'paymethod'     => $gateway,
              'ordertotal'    => $this->totals['ordertotal'],

and set the status to NC

// +--
// | Build out the order information and write it to the orders table.
// +--

$data = array('id'            => $this->cosess['order_number'],
              'epochorder'    => $this->globals('khxc_datetime.epoch'),
              'datemonth'     => $this->globals('khxc_datetime.month'),
              'dateday'       => $this->globals('khxc_datetime.day'),
              'dateyear'      => $this->globals('khxc_datetime.year'),
              'sessionid'     => $this->globals('khxc_session.sid'),
              'status'        => 'NC',
              'paymethod'     => $gateway,
              'ordertotal'    => $this->totals['ordertotal'],

This will set the default status as Not Completed so that any order that doesn't get to the final process want be labled as Pending Payment. If the customer hits the final process button then all gateway that are set to update the order status will and all gateways set to not update the order status to Complete will set the status to Pending Payment.

From here you can go back to private_dir/khxc/apps/{app}/CCP/includes/orderlist.php and exclude all order for the customer with a status of Not Completed like this

     foreach ($orders as $num => $order) {

          if (!(empty($order['hasrecur']))) {$recur++;}

          $count++;

     } // End of foreach statement.

to

     foreach ($orders as $num => $order) {

          if (!(empty($order['hasrecur']))) {$recur++;}

if ($order['status'] != 'Not Completed') {

          $count++;

} // End of if statement.

     } // End of foreach statement.

and then

     foreach ($orders as $num => $order) {

          $link = $this->link_namespace($app,'ordersummary',array('ref' => $order['id']));

          print '<tr class="khxc_sorttable">' . $eol;

          print '<td class="khxc_sorttable">';
          print '<a href="' . $link . '" title="Review Order ' . $this->xhtml_encode($order['id']);
          print '">View Order</a></td>';

          print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['id']) . '</td>' . $eol;
          print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['date']) . '</td>' . $eol;
          print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['status']) . '</td>' . $eol;

          if ($recur) {print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['recurtotal']) . '</td>' . $eol;}

          print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['ordertotal']) . '</td>' . $eol;

          print '</tr>' . $eol;

     } // End of foreach statement.

to

     foreach ($orders as $num => $order) {

if ($order['status'] != 'Not Completed') {

          $link = $this->link_namespace($app,'ordersummary',array('ref' => $order['id']));

          print '<tr class="khxc_sorttable">' . $eol;

          print '<td class="khxc_sorttable">';
          print '<a href="' . $link . '" title="Review Order ' . $this->xhtml_encode($order['id']);
          print '">View Order</a></td>';

          print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['id']) . '</td>' . $eol;
          print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['date']) . '</td>' . $eol;
          print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['status']) . '</td>' . $eol;

          if ($recur) {print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['recurtotal']) . '</td>' . $eol;}

          print '<td class="khxc_sorttable">' . $this->xhtml_encode($order['ordertotal']) . '</td>' . $eol;

          print '</tr>' . $eol;

} // End of if statement.

     } // End of foreach statement.

John