cc charged but no order! Authorize.net

I've read the two threads here about paypal orders getting lost; but I am having the same problem with just one order. :blink:

The customer was charged on three attempts to place an order on his visa through usaepay but no notification and no indication in admin of the order. I found it by chance while looking over my usaepay account. Now I am wading through all our registered customers to see if anyone else registered without ordering.

Any hints on how to solve? :cry: We have since then gotten a few orders through usaepay just fine and paypal is working fine. we have zencart 1.3.0.2

It happened again. usaepay charged a card 3 times but no order came through at all. We showed a registered member with no order in the admin. This time the shopper sent some info about what was happening. How do I fix this?

***I have tried to order 4 times (after communicating with you) and do not have time to place this order yet again. I keep getting a time out message *** At step 3 - order confirmation: ***Whoops! Your session has expired.
If you were placing an order, please login and your shopping cart will be restored. You may then go back to the checkout and complete your final purchases.

If you had completed an order and wish to review it, or had a download and wish to retrieve it, please go to your My Account page to view your order.***

sounds like it might be a gateway issue

(that's my boss up there) What tells you it is a gateway error?

After the customer clicks "confirm" at step three they are brought right back to the page they just clicked (step three) but when they go to click the confirm button again they see at the bottom of the step three-confirm page the attached warning:

Whoops! Your session has expired.
If you were placing an order, please login and your shopping cart will be restored. You may then go back to the checkout and complete your final purchases.

If you had completed an order and wish to review it, or had a download and wish to retrieve it, please go to your My Account page to view your order.

QUESTIONS: What tells you this is a gateway error?

If it is a zencart error I should be able to find that text in the code and I can:
It is in time_out.php

This is a pretty serious problem but it is not happening all the time, maybe everyother day that we know of. If the customer is using their back button would that cause it? Is there somewhere, if a zen issue, I can set the time out time or conditions?

Yes, I am curious about this error as well.

On our website, every few orders there is one that glitches out. The client's download count will automatically expire, even though they just purchased the songs a couple minutes prior and they have not downloaded their file yet. It is not with any particular file... just today we had someone purchase the exact same file, and it worked for one person, but the other person's expired.

I'll repost if I figure out some connection regarding 'excessive clicking' or if specific browsers are having a hard time logging their counts.

Dunno.

-dave

I recently did a clean install of 1.3.7 and my 4th order had this problem. The credit card was charged, but no order. Luckily the customer was wise enough to email me to ensure the order was processed, so using the master password contrib, i faked the actual order, enabling a free checkout process, and marking it correctly.

That was about a month ago. Today I had a returning customer from about 2 weeks ago. He must have continuously clicked the button because it charged his card 4 times, at $190 each time. I finally put the site into maintenance mode so he would stop and emailed him about it. I'm still waiting to hear back from him.

I'm using Authorizenet_aim for my gateway. I notice that gateway module file was modified for 1.3.7. No chance of any mishaps on the module side? I've never had this problem with my 1.3.5 store

I hope to hear back from this customer about what he was experiencing and I will post it here.

This problem was solved for us somehow and I'll try to note some things we did, although I'm not sure what exactly stopped it from happening.

We still keep an eye out for any new members who do not have orders and scan our records to see if a charge or multiple charges occured.

It was something to do with how our server's security settings handled sessions. They've upgraded somethings...sorry to be so uninformed on that.

It was NOT USAepay, our gateway, at all....but we did find in our search and many many phone calls that someone had written the wrong number down for processing Discover cards with Newtek, the Merchant account we use.

I also edited all the pages where payment information exist with a bold link to contact with any problems with the forms.

To some degree, I think all the pieces just need to learn to get a long and get in sink when you do a new install. Anyway, we almost never have a problem now and have not seen this particular one repeat in a few months.

I'm still waiting for feedback from the customer about what he was seeing, however I did manage to force the order through again using Master Password and temporarily enabling a passive payment method (money order).

Luckily I have authorize.net merchant processed receipts sent to my email account so I see when an order is processed and can see that if it is missing the actual zen-cart order email that there is something wrong, but still haven't figured out what the problem is.

I had the same exact issue but with Authorize.net... VERY VERY interested in finding a solution.

Angel

I am currently having the exact same issue. Transaction goes through with Authorize.net but no order appears in the database.

Has everyone gone to Authorizenet and placed a manual order and confirmed that all is working correctly? :smile:

Do any of these "failed" orders have any quotation marks in the customer's name or address information ?

like: Shamus O'Malley or 555 Ma'han Drive

OK, this got strange real quick. The issue appeared after a customer placed an order and reported the problem. When I attempted an order with a test user it did the same thing. Manually submitting an order worked fine. So in the end I uninstalled and reinstalled the module and it works again. Because I could find no stored information on the order I cannot verify that the customer entered any special characters but her normal information does not contain any.

DrByte:

Do any of these "failed" orders have any quotation marks in the customer's name or address information ?

like: Shamus O'Malley or 555 Ma'han Drive

Yes. This just happened to my site - 1.3.7 . The customer lives on "Lee's Place". The credit card was charged, but no order exists in Zen Cart. Any fix yet?

1. You'll not be able to recover the order details via Zen Cart. You'll need to contact the customer or look at the details in Authorize.net history.

2. Try applying the patch file posted in this post:
   http://www.zen-cart.com/forum/showthread.php?p=354897#post354897
   It also contains a fix related to apostrophes and should prevent the problem you mention from happening again.

That appears to have done the trick. If the problem was an apostrophe, I just placed an order with an apostrophe in the address and it went through just fine.

Thanks!

Hi Folks

I have been having the same issue with the orders not showing up, and no email being sent.

I believe in both cases, 2 out of 200 orders, the customer does indeed have an apostrophe in their customer info.

I applied the patch - via this link - http://www.zen-cart.com/forum/showthread.php?p=354897#post354897

I applied the patch, changed the authorize.net info for Eprocessing (http://www.zen-cart.com/forum/showthread.php?t=66571&highlight=eprocessing)

This should have made everything fine.

I tested, the order went trhough succesfully to Eprocessing as a valid order, but still no email confirmation from zen cart and the order did not register with the cart. Also, on the checkout success i receive an error from zen cart saying order not complete because...., even though it did.

So, I reverted back to my origianl 2 'authorizenet_aim.php' files that were working fine before the above applied patch. Everything is fine now except when someone with an apostrophe in their customer info orders again, this will continue to happen.

Also, i need to mention that in the patch provided to fix this apostrophe issue, which is actually more specifically aimed at fixing a currency issue, there is an additional field in the Production/Developer url fields in authorizenet_aim.php, it is an "ECHO URL" field and I have no idea what to do with that field in terms of the Eprocessing code mod, which may have something to do with the zen cart returned error when the above patch is applied even though the order is a succes on the merchant gateway end.

My real question here is: How do i fix the APOSTROPHE/QUOTATION marks issue without applying the above patch to prevent the orders from not registering with the cart.....?

thanks

You can ignore the ECHO URL thing... that's strictly a debugging tool available for authnet stuff. Other similar gateways may not use it. You should never need it, so just ignore it.

As to the apostrophe issue, a workaround is posted here:
http://www.zen-cart.com/forum/showthread.php?t=68265#post417581
and discussed further here:
http://www.zen-cart.com/forum/showthread.php?t=70801

You can take comfort in the fact that upcoming v1.3.8 code has fixes for all these issues.

We've had this problem but lately just no charge at all, no eveidence of an order but the customer is simply kicked back in the order process when they go to complete it. We end up taking the order over the phone, if we are available or we lose the sale. Is this apostrophy problem the reason for no order at all and customers being kicked back to step 3?

athena:

We've had this problem but lately just no charge at all, no eveidence of an order but the customer is simply kicked back in the order process when they go to complete it. We end up taking the order over the phone, if we are available or we lose the sale. Is this apostrophy problem the reason for no order at all and customers being kicked back to step 3?

Did payment get collected by authorize.net ?