WorldPay Payment Pending - Or is it?

[NeilMartin]

Hi There,

This is pretty urgent, so I'd appreciate a quick response from anyone!

I'm using V6.0.2 with WorldPay and am processing my latest order. The order has downloaded with a status of PSP-Pending. However, I've checked my transaction log on WorldPay and the payment has been authorised.

I thought that PSP-Pending orders only happened when the user baled out and did not commit to the purchase. The other PSP-Pending orders I have are NOT listed in my WorldPay log - as I'd expect.

Am I missing something???

I need to decide whether or not to ship the order, so any advice would be appreciated!

Thanks
Neil

[BSO]

Hi there,
Have you done another order download since then?
somtimes this picks up the payment and marks it as paid.

Also just out of curiosity are using immediate charge or pre-auth?

[NeilMartin]

Hi Simon,

Thanks for your v. quick response!

I have tried a further order download to see if this would get the payment - no orders retrieved. I tried again this morning with the same result.

I am using immediate charge.

I'm not so worried about fraud in this case. The order itself does not suggest fraud, and I have to contact the buyer anyway, so I'm confident that everything is in order.

I'm most interested in finding a technical explanation of how this can happen. As far as this situation is concerned, unless I misunderstand the process, the goods are paid for and should be shipped.

Again, fine in this case, but what about future orders?

Thanks Again
Neil

[BSO]

Hi Neil,
I used to have this problem, where the orders were not being marked as 'payment received' and remained as 'psp pending'.

I used to get the email from worldpay saying that the transaction has been dealt with and that there was a problem communicating with actinic and to manually mark the payment to the order.

As far as I can remember this was down to a problem with the secret key that they issued me.
They quickly sent me a new secret key and everything has been fine since.

Your correct that this doesn't effect the payment being taken etc but it does mean a bit more work.

All I can suggest is contact worldpay, they are very quick at sorting things out.

Also whilst writing this I seem to remember that the problem may have been fixed in the latest maintenance release of 6.10

I have installed the latest version and have had no problems at all.


Hope you get it sorted, sorry I was a bit vague but I cannot remember which order things have happened in lately, been a bit hectic.

[NeilMartin]

Hi Simon,

Thanks again for all the info - not vague at all, quite the contrary!

I'm happy to mark the payment manually this time, but I do want to minimise the work for the future.

I have mailed WorldPay (about 5mins after my 1st post!) so we'll see what they come back with. The secret key has been fine up to now...but I guess that is no guarantee.

I will upgrade to V6.10 very soon - the only thing that stopped me before was our imminent live date. I didn't want to take on any unnecessary work over the final furlong!

Thanks again for your timely and helpful responses - I really appreciate it.

Best Regards
Neil

[Jan]

I had this for the first time the other day, my theory is that sometimes worldpay can't contact the site (because it has temporarily become unavailable for some reason or other) and so takes the payment or authorises it as appropriate.

I don't think that in this situation you will ever get an authorisation blob from worldpay to Actinic for this order, I rectified the situation by making a payment manually in Actinic.

Regards,

[NeilMartin]

Hi Jan,

Thanks for your input. In a funny kind of way it is reassuring to know that this does happen to other people!

My immediate reaction is that this is the result of a missed message.

If someone from Actinic or WorldPay can confirm that this is the case, then I'm happy. If I can see the evidence of a missed message in some log somewhere, then I'm even happier - at least then I can check things in future for myself.

Thanks Again
Neil

[garyhay]

This happens on occasion but Worldpay usually send you an e-mail saying that a problem existed.

I dont have the wording here but from memory the e-mail says that the order was processed but the receipt page was not displayed to the user.

[NeilMartin]

Hi Gary,

In this case I only got the usual 'Payment Processed' e-mail. That is the confusing part.

I checked this after reading your post and I discovered that I did not get the usual copy of the customer e-mail from Actinic - the 'We have received and are processing' one.

This would appear to be consistent with your 'receipt not displayed' suggestion. It also ties in with Jan and Simon's earlier observations.

So, if there is a problem returning from WorldPay to the Actinic Receipt page, we have the following situation:

1) Order marked as PSP-Pending
2) No copy of customer order e-mail received
3) WorldPay thinks all is OK
4) Actinic thinks payment not processed

To address this, I need to:

1) Manually create a payment entry for the order
2) Manually send an 'order received' e-mail (out of courtesy)
3) Complete normal order processing

OK - happy to do this for now. I have two questions for the Actinic team:

1) Is this a logical and reasonable explanation, or just pure speculation on my/our part?
2) If so, what has been done in v6.10, if anything, to address this?

I'll keep you posted (sorry!) if I get anything back from WorldPay Tech Support.


Thanks again to everyone
Neil

[NeilMartin]

Hi There,


Should have been 3 questions for the Actinic team:

3) Did the customer get an 'Order Received' e-mail?

I guess I can ask myself! Would be nice to know officially, though.


Thanks
Neil

[NeilMartin]

Hi There,

As promised, the relevant bits from the WorldPay response:

---8<---8<---
Orders can appear in the OCC Pending folder in the following to situations,
the response from WorldPay to actinic is unable to complete OR if the
shopper quits the payment page without making a payment or clicking cancel.

In order to clear those OCC orders placed whilst your secret key was
corrupt/mis-matched you will need to do the following, please note that
this information has come from Actinic direct, should you have any problems
carrying out the steps below you will need to contact Actinic direct
(Tel:Tel: +44 (0)1932-871000), who will be able to assist you with any
further problems you may have.
Please note that you should ensure that these orders have been completed
successfully by running a statement on the administration server

Extract from Actinic Support:

"Within the Actinic catalog select 'Pending Online Credit Card' radio
button, highlight
the order and click on 'View | Order'. In the next screen click on 'View
Payments' and
check that the 'Status' is 'Waiting for CC details. Close that box and go
to the button
'Edit Credit Card Info' and enter a dummy credit card number (such as 4921
1234 1234 1230) then ok that box, and the next box. The order should
transfer to 'Completed' (provided the relevant printing has completed)."

I hope this information helps
---8<---8<---


To cut a longer story long...

I 'manually' (Actinic does all the work, all it needs is a button click) created a payment for the order and processed as normal.

Thanks to the community - again.

Til next time
Neil

[garyhay]

Just for the record No copy of customer order e-mail received

You only get one notification that an order in recieved until you do another download of orders.




Manually send an 'order received' e-mail (out of courtesy)

V6 Actinic allows you to do this. A set of 3 e-mails exists:

Order Recieved
Payment Recieved
Order Shipped.

These are available from the order screen, tab mail.

This gives the customer reassurance that all is well and also helps to meet the Distance Selling Regulations.


This is a good guide (http://www.dti.gov.uk/ccp/topics1/pdf1/bus_guide.pdf)

[Jan]

Just to add to the confusion, I did get my copy of the customer receipt email when this happened to me.

Regards,

[garyhay]

I will dig out the worldpay e-mails tomorrow

[garyhay]

Our systems have detected that your callback has failed.

This callback failure means we were unable to pass information
to your server about the following transaction:

Transaction ID: 32313981
Cart ID: MK79EG10000140
Installation ID: 43581
Error reported: Failed to do merchant HTTP request. Check that you have the correct URL and that the merchant server is up and running. CAUSED BY Read timed out

Also, if you usually return a response page for us to display to the Shopper
within the time allowed (1 minute), this will not have been displayed.

WorldPay will have displayed to the Shopper the response page file
(resultY.html or resultC.html) held for your installation on the WorldPay
server. This will be your own custom version, if you have supplied one, or,
if not, the WorldPay default version.

We hope this information will be of assistance. Please refer to the WorldPay
Knowledgebase - http://www.worldpay.com/support/ -
or contact your local Technical Support team if you want help or advice
about using the callback facility or about this particular callback failure.

If you would like to switch off the callback failure alerts or would like to
change the address to which these emails are sent, you can do so by
following the steps below on the Customer Management System (WorldPay
Administration Server) - http://www.worldpay.com/admin.

- Log on to the Customer Management System.
- Click on the "Configuration Options" button for the relevant installation.
- Edit the "Callback Failure Alert email address" field. If you wish to switch
off the callback failure alerts, set the "Callback Failure Alert email
address" field as blank.
- Make sure you click on "Save Changes" before leaving the page.