URGENT! Please HELP! Some Orders Randomly NOT going thru

[stevesh]

Is the customer's credit card charged when this happens?

[GdnGrl]

Nope. It doesn't get charged and they don't get the confirmation email (and I don't get the order).

[GdnGrl]

Oh - and one more thing. All the items stay in their cart.

[Kim]

What Payment Module are you using?

[GdnGrl]

I don't know. How can I find out?

[GdnGrl]

Oh - wait. Do you mean my merchant services company? It's securepay.com. I also utilize "store pickup".

[stevesh]

I don't know. How can I find out?

How do you manage your payments?

Looking at your source, it's SecurePay COM.

[Kim]

The deal is - it appears that some orders are not getting confirmed and therefore I am not receiving them. The customer is placing the order and hits "Confirm Order" but the items stay in their shopping cart and the order never comes to me. They don't get a confirmation email. The problem is a) it appears fairly random and b) the customers usually think the order HAS gone through so they are very frustrated (understandably).

If this is happening during busy times, it could be your server is overloaded and not able to make the 2 way communication needed to complete the transaction. Who is your host? Have you talked to them about this problem?