Kryptronic Software Support Forum

RobH · 03-02-2010 11:59:51

Hi guys,

This issue has been raised by a few others on here already, unfortunately I've not been able to find any explaination on the forum.

It seems that only a ' , ' (comma) character is shown in both invoice and delivery address fields for some customers, no address or telephone number but the email address is present. I did think it may have been an account creation issue but the customer account is there with complete details when checking the X Core user accounts, only the invoice has the info missing. Credit card payment completes successfully.

This has bee a rare occurrence until recently but I've had this happen 3 times in the last 4 days.

Perhaps a recent update of a certain web browser has caused the problem?? Are there any known incompatibilities?

Any advice appreciated.

Cheers
RobH

Design_Wholesale · 03-02-2010 12:11:58

I am not 100% certain whether the invoice details are generated from those passed to the checkout or whether they are a result of information passed back from the payment gateway, so first off: are the details being displayed correctly during the checkout process (ie: to submitting payment) and what payment gateway are you using?

Also, what happens if you enable the payment method and pass a test order through that?

Last edited by Design_Wholesale (03-02-2010 12:12:36)

RobH · 03-02-2010 12:53:02

Hi John, I've not been able to replicate the problem myself so I can't confirm whether the details are displayed correctly during checkout. I expect they are.

I'm using Protx or Sagepay as it's now called. I have this set up to refuse orders which do not have postcode information so the postcode details, at least, must be getting as far as the Sagepay checkout. Looking at one of the problem transactions in Sagepay, all the address details have been received. There is also a question mark over whether these come from the customer cart user account details or the invoice details.

I have tried the cheque option but it just seems to complete normally, the order is put in 'pending and cancelled'.

Cheers
H

zanart · 03-02-2010 12:55:44

I have had this problem a few times but have not been able to replicate it.
More concerning to me was the VAT is wiped out and the customer can place the order and not pay any VAT.
I am also using Sagepay and have had to use the customer details from the sagepay email.
Sorry I couldn't offer advice but at least you know you are not alone.
Rob

RobH · 03-02-2010 13:03:33

Cheers Rob, I have found a few posts from those suffering from the same issues. Probably specific to the UK version and probably also specific to Sagepay. I got fed up of receiving multiple emails for the same order so I only get the cart notification now, I can dig the customer details out of Sagepay but it won't tell me critical stuff like whether there is an alt. delivery address. My only current option is to get the customer to place the order again or have them mail me their details.

Cheers
H

Design_Wholesale · 03-03-2010 15:14:39

I would say, then, that the solution to this problem lies in going through the forms for and and validating the code according to the most up-to-date field requirements. - The gateways all seem to be handled as part of a generic process, so it is logical that, if the problem is being caused at the point of payment (which it certainly seems to be), that there is something in the coding of the forms that is causing things to be processed incorrectly.

RobH · 03-03-2010 15:56:50

ok, thanks for that John. I would assume that the problem would occur every time if it was related to the Sagepay scripts.

I have today asked a customer which browser they used to make the failed order and they confirmed it to be Firefox, although I'm not sure which version. Perhaps using Firefox with certain settings/restrictions causes a bad reply from Sagepay to CCP. Think I'll install a copy and see if I can replicate the problem...

Cheers
H

Design_Wholesale · 03-03-2010 17:38:11

RobH wrote:
ok, thanks for that John. I would assume that the problem would occur every time if it was related to the Sagepay scripts.

Possibly, possibly not. - The fields in some gateway forms are quite generic and require little more than a name, address, and payment amount. Others require allot more information and can get quite specific on what they cover. - I do not use Sagepay, otherwise I would grab the manual on their API and go through the forms myself.

RobH wrote:
I have today asked a customer which browser they used to make the failed order and they confirmed it to be Firefox, although I'm not sure which version. Perhaps using Firefox with certain settings/restrictions causes a bad reply from Sagepay to CCP. Think I'll install a copy and see if I can replicate the problem...

Good idea. - One more thing down, another thousand to go ...

Kryptronic Software Support Forum

#1 03-02-2010 11:59:51

customer invoice details missing from completed order

#2 03-02-2010 12:11:58

Re: customer invoice details missing from completed order

#3 03-02-2010 12:53:02

Re: customer invoice details missing from completed order

#4 03-02-2010 12:55:44

Re: customer invoice details missing from completed order

#5 03-02-2010 13:03:33

Re: customer invoice details missing from completed order

#6 03-03-2010 15:14:39

Re: customer invoice details missing from completed order

#7 03-03-2010 15:56:50

Re: customer invoice details missing from completed order

#8 03-03-2010 17:38:11

Re: customer invoice details missing from completed order

RobH wrote:

RobH wrote:

Board footer