URGENT! Please HELP! Some Orders Randomly NOT going thru

This has been going on for a few weeks and I'm desperate for help. I did not program this and the programmer is too busy to help right now. But I will find a new programmer to do this if someone can help me - and point me in the right direction.

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).

I have attached some information below that might be helpful. Also - this is a NEW issue - it used to work fine.

Lastly, it seems to be most frequent during busy/high traffic times.

My website is www.gardengirlskincare.com

Server Up Time: 07:52:13 up 40 days, 6:10, 0 users, load average: 4.58, 5.09, 5.30
HTTP Server: Apache
PHP Version: 5.2.5 (Zend: 2.2.0)
PHP Memory Limit: 64M
PHP Safe Mode: Off
PHP File Uploads: On
Max Size: 8M
POST Max Size: 8M
Database Data Size: 5,538 kB
Database Index Size: 813 kB

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

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

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

What Payment Module are you using?

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

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

GdnGrl:

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

:shocking: How do you manage your payments?

Looking at your source, it's SecurePay COM.

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?

I did check with the hosting company - GoDaddy. They said my service has been fine (of course...). I upgraded to a higher level 2 weeks ago but it hasn't helped. I'm wondering if I should try a different hosting company?