Payment Incomplete
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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.
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 |
Thanks, here our sales summary.
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,
Thanks,
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.
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.
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,
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,
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.
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.
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,
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,
Ah OK that's good, thanks for the clarification.
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OK thanks, will e-mail orders details once I have OK from client.
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,
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,
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.
Hi Nathan,
Do you have any more information from your client on this problem?
Regards
JM
Datasouth
Do you have any more information from your client on this problem?
Regards
JM
Datasouth
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.
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.
Thanks, Nathan.
Just keep us posted.
Just keep us posted.
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,
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,
We'll have a look into this. Please keep posted.
Thanks,