Realex Issues

[fuzzie bear]

I'm having problems with my realex integration.

Basically, someone places an order, then pays.

We download the order and it ends up in the payment service provider pending file as if it hasn't been paid for. The transaction appears on realex and is settled.

This is happening for every order placed through realex. (our paypal and worldpay transactions are fine)

Anyone any ideas ?
I'm on version 8.5.2

[TraceyG]

Hi,

Have you checked with Realex if they are sending the callbacks to your server? If Actinic doesn't receive a callback then it doesn't know that the payment has been authorised and so it goes into the 'Pending Payment Service Provider' tab.

[fuzzie bear]

Yes, I have spoken to realex and they are saying their callback is successful and they are not getting any error messages when sending data to the .pl file.

[TraceyG]

The callback should be in the form of *.occ (where * is the order number). They should go into your 'acatalog' folder so that's the first place I'd check. If there aren't any there then you would need to ask Realex to track when the callback leaves their server and where it is sending it to and maybe ask your host to track when and where it goes when it comes onto your server.

[fuzzie bear]

There is no sign of the .occ file on my server.

Realex have given me the callback url as :
http://www.pet-bliss.ie/cgi-bin/os000001.pl

[TraceyG]

Hi Lyndsey,

Can you try the following and let me know if it works for you:

- Open the '{Site dir}\CommonOCC\OCCRealexScriptTemplate.pl' in a text editor (take a backup of the file first)
- find the following line:

AddPostValues ('&', 'EMAIL', $::InvoiceContact{EMAIL}, $ALWAYS, $NOENCODE);

- add the following line after it:

AddPostValues ('&', 'AUTO_SETTLE_FLAG', 1, $ALWAYS, $NOENCODE);

- save and close this file
- Update your site

If this doesn't work then you can replace your backup.

[fuzzie bear]

I have tried that and it still doesn't work...

The transactions are successfully settling in realex.

[TraceyG]

OK, can you check in the '{Site dir}\CommonOCC\PostRealex.fil' file if you see:

my $sActinicFormatOriginalData = $Content."ON=$orderid&AM=$total&DT=$yyyyddmm $hh:$mm&CD=$authcode&TM=$tm&TX=$orderid&SN=$ActinicSignature";
# BEGIN

from around line 125.

[fuzzie bear]

No, its not there - do I need to put this in the code ?

[TraceyG]

If you see:

my $Content = $Content."ON=.......

then replace 'my $Content' with 'my $sActinicFormatOriginalData'

Save the file and then update the site.

[fuzzie bear]

Ok, I did that and now I'm getting an error message with the following :

"Your transaction has been successful but there was a problem connecting back to the merchant's web site. Please contact the merchant and advise them that you received this error message. Thank you."

[TraceyG]

Realex have given me the callback url as :
http://www.pet-bliss.ie/cgi-bin/os000001.pl
I wonder if the mixture of urls on your site is causing the problem. If I go into www.pet-bliss.ie and hover over the links in your section list on the left they show that the url is www.pet-bliss.com.

I'm wondering if this is causing some kind of confusion with the callback. Can you check with Realex if they can deal with two urls on the same site?

[fuzzie bear]

I have got Realex to try both .ie and .com and it doesn't seem to have any effect. I only got it changed to .ie in the last couple of days, so I don't think its that.

[TraceyG]

OK, so we need to find out what happens to the callbacks when they reach your server. Can you get the server logs for a time when an order was placed using Realex and there should've been a callback (probably for a couple of hours before and after the callback would have reached your server). Email them to me at tgsupport [at] actinic [dot] co [dot] uk.