Payment Incomplete

Permalink Browser Info Environment
Hi,
Since switching to this add-on we have had lot of sales with the status of Payment Incomplete. Any idea what might be causing this?

Cheers,

Nathan.

Type: Discussion
Status: Resolved
nathanfriend
View Replies:
datasouth replied on at Permalink Reply
datasouth
Hi Nathan,

We'll have a look into this. Please keep posted.

Thanks,
nathanfriend replied on at Permalink Reply 1 Attachment
nathanfriend
Thanks, here our sales summary.
datasouth replied on at Permalink Reply
datasouth
If you still continue to have lots of Orders with status as Payment Incomplete, kindly let us know your settings on your Sage Pay plugin (ie. Transaction Type, Currency...) so we can try to investigate this further.

Thanks,
nathanfriend replied on at Permalink Reply
nathanfriend
Settings as follows:

Name: Sage Pay - Form Method
Language: **Choose a language
Enabled: Yes
Test mode: Live
Transaction Type: Payment
Currency: United Kingdom Pound

I did think it was users not completing a sale but there are quite a lot recently. Some sales are going through OK.
datasouth replied on at Permalink Reply
datasouth
Hi Nathan,

The settings that you are currently using is the same as our setting when we tested it on our end.

Hmmm, can you do a test purchase on your end? And see if you're just able to push through?

Also, can you kindly send us a screen shot of the Order Details for those Orders with status Payment Incomplete. (2-3 Orders will do) We'll try to have a look at it also.

Thanks,
nathanfriend replied on at Permalink Reply 1 Attachment
nathanfriend
We did do a couple of test purchases when we first enabled the add on and all went OK.

I'll check with the client they are OK for me to send you the order details. What e-mail could I send them to?

I've noticed that even the Authorized sales have some incomplete attempts first, see attached.
datasouth replied on at Permalink Reply
datasouth
Hi Nathan,

We also did some more test Orders and everything is working great.

Regarding the Order Status logs having Payment Incomplete, that is just normal and nothing to worry about, since it's a log for all the process the customer went. On our add-on, an Order is logged as Payment Incomplete once the customer selects Sage Pay as the payment method.

Thanks,
nathanfriend replied on at Permalink Reply
nathanfriend
Ah OK that's good, thanks for the clarification.
datasouth replied on at Permalink Reply
datasouth
***** Content has been removed by an Administrator *****
nathanfriend replied on at Permalink Reply
nathanfriend
OK thanks, will e-mail orders details once I have OK from client.
datasouth replied on at Permalink Reply
datasouth
Hi Nathan,

We got your email and we tried replicating the same orders but still we were able to push through with the order successfully.

We also tried adding the same price adjustments on the orders when we tested.

Can you try to check if those orders which were successfully Authorized have price adjustments with them also. If so, then we think that those Incomplete Payment Orders are indeed customers who did not push through with their orders.

Thanks,
nathanfriend replied on at Permalink Reply
nathanfriend
Yes, some orders with adjustments completed OK. Thanks for testing, we're still getting some payment incomplete transactions. The client is going to contact Sage today, to see if they have any suggestions.
datasouth replied on at Permalink Reply
datasouth
Hi Nathan,

Do you have any more information from your client on this problem?

Regards

JM
Datasouth
nathanfriend replied on at Permalink Reply
nathanfriend
Good morning JM,
They have temporally switched back to the old V2 protocol plugin for now while they get past a busy sales period. They will need to switch back again at the end of July, I'll keep you posted if they have further issues.

I suspect the old plugin didn't report incomplete transactions.

Cheers,

Nathan.
datasouth replied on at Permalink Reply
datasouth
Thanks, Nathan.

Just keep us posted.
datasouth replied on at Permalink Reply
datasouth
Hi Nathan,

We tried checking out an order on our end and we were able to push through with the order.

One main reason why an Order Status is set to Payment Incomplete is when a customer does not push through with the order.

ie. When a customer selects the SagePay Payment Method but does not continue with the process.

Thanks,

concrete5 Environment Information

# concrete5 Version
5.6.2.1

# concrete5 Packages
AddThis (1.0), eCommerce (2.8.10), eCommerce Regional Shipping (1.2.4), Internationalization (1.3), Language Manager (1.4.3), Product Attribute (1.1), Sage Pay eCommerce Payment Provider (0.9.4), SagePay Payment Gateway (0.5).

# concrete5 Overrides
elements/product, elements/checkout, js/ccm.core.commerce.cart.js, languages/fr_FR, mail/order.php, mail/receipt.php, single_pages/checkout, single_pages/cart.php, single_pages/register.php, themes/WhoWorks

# Server Software
Apache

# Server API
cgi-fcgi

# PHP Version
5.4.38

# PHP Extensions
bcmath, bz2, calendar, cgi-fcgi, Core, ctype, curl, date, dba, dom, ereg, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, imap, intl, json, libxml, mbstring, mcrypt, mysql, mysqli, mysqlnd, openssl, pcre, PDO, pdo_mysql, pdo_sqlite, Phar, posix, Reflection, session, shmop, SimpleXML, soap, SPL, SQLite, sqlite3, standard, tidy, tokenizer, wddx, xml, xmlreader, xmlwriter, xsl, zip, zlib.

# PHP Settings
max_execution_time - 50000
log_errors_max_len - 1024
max_file_uploads - 20
max_input_nesting_level - 64
max_input_time - -1
max_input_vars - 5000
memory_limit - 120M
post_max_size - 8M
sql.safe_mode - Off
upload_max_filesize - 40M
mysql.max_links - Unlimited
mysql.max_persistent - Unlimited
mysqli.max_links - Unlimited
mysqli.max_persistent - Unlimited
pcre.backtrack_limit - 1000000
pcre.recursion_limit - 100000
session.cache_limiter - nocache
session.gc_maxlifetime - 7200
soap.wsdl_cache_limit - 5

Browser User-Agent String

Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_2) AppleWebKit/600.3.18 (KHTML, like Gecko) Version/8.0.3 Safari/600.3.18

Hide Post Content

This will replace the post content with the message: "Content has been removed by an Administrator"

Hide Content

Request Refund

You may not request a refund that is not currently owned by you.