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Chris..Can you get someone to help that understands please
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Elite
Picture of LifeisLike
posted
Did something change with this latest release that would have messed up the payments processing properly?

I received an order and it says Authorization Pending. However, I have received the confirmation from PayPal that payment has been received but this information is not reflected in my Auctiva Commerce Order.

I did receive my usual Confirmation Order from AC but nothing showing payment was made.

When I click on the detail of the order it says:
How can it show a balance of $0.00 and yet show no payment? Something must have happen between Monday and Tuesday as I received an order on Mon also and it went through with no issues.

I verified my payment settings are set to SALE like I have always had.

Payment:
Amount: $ 6.50
Status: Authorization Pending
Ref: PayPal -
AVS: n/a
CVV: n/a
Balance:
Order Total: $ 6.50
Payments Total: $ 0.00
Remaining Balance: $ 0.00

Payment Processing:
Processed Payments: $ 0.00
Unprocessed Payments: $ 6.50

This message has been edited. Last edited by: LifeisLike,
 
Posts: 3021 | Registered: July 20, 2008Reply With QuoteReport This Post
Elite
Picture of LifeisLike
posted Hide Post
Chris,

I filed a support request (AuctivaCommerce Support Case #500886) and did receive a reply.

But it seems as though someone may not be understanding my issue. Support replied telling me what to do.

I have done as they asked and sent a screenshot and also the IPN History from PayPal (for which there is none for this transaction). I have searched mulitple ways as suggested by Support and their only reply back to me again is to do that which I have already done. I thought I explained myself clearly but maybe not.

If you have a moment could you ask someone to check into this further. There is no record of payment in Auctiva, yet PayPal has received payment. How do these things just happen? Payments having been working fine up until April 2 or 3 as I received an order on Apr 1 that processed just fine and like they always do. The order on April 3 however, did not. Still shows unpaid. Please check into this for me.

Thank you kindly,
Laura
 
Posts: 3021 | Registered: July 20, 2008Reply With QuoteReport This Post
Premier Poster
Picture of ST&G Bob
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Laura,

this has been happening to me for a long time. I've never submitted a support ticket. I don't know what causes it because it only happens with some orders. I have a feeling that it has to do with how the customer paid. We only have the Paypal interface for payment. I don't know how to tell if the customer actually used the Paypal payment, or just used a CC from the PP interface. when it happens, I just goto PP and process the payment and then goto my store and update the order and payment status. It would be nice if it worked correctly all the time!.


Bob

Bob Heitner

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Posts: 818 | Location: North Lauderdale, Florida | Registered: September 25, 2008Reply With QuoteReport This Post
Elite
Picture of LifeisLike
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Bob,
Thanks...but if its been happening a long time, it shouldn't be. Things either work or they don't. (can you tell I'm frustrated).

There is no reason for me to process it through PayPal. It has ALREADY processed through PayPal. My settings are set to SALE so it captures the payment immediately. The payment shows in PayPal and the customer verified they did pay. (so no glitch there).

The problem is the interaction between Auctiva & PayPal and I have spoken with PayPal & they tell me the issue is with Auctiva. And it does appear to be since PayPal has the payment. It shows no IPN History on this transaction however.

I do not understand how things can change in a day or overnight. There has to be a reason & if something changes to me that means it's broke. I just want to understand what has happened & I want a fix. Is that so hard.

It gets very frustrating when you contact support and you do as they suggest, you reply and they write back and tell you to do the same thing that you have just already done. That's my frustration. It's like nobody reads what you have just told them.
 
Posts: 3021 | Registered: July 20, 2008Reply With QuoteReport This Post
Premier Poster
Picture of ST&G Bob
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I agree with you 100%. I don't capture the payment immediately, so that's why I have to goto PP to verify and process the payment. I get the IPN message in AC and have to go in and manually authorize the transaction and payment. Then I have to go back and manually mark it captured after I manually capture it in PP. I don't know why it only happens sometimes. I gave up on getting this resolved in AC over a year ago and just do what I need to to get the order processed. I have very few sales a month. All are drop ship orders and most are high $ values >$100 so it doesn't take me a lot of time. AC used to say it was a PP issue and PP wsays it is an AC issue. I just take care of it manually. I also have a software consulting business and don't want to take time to try to figure out the AC problem when I can just do it manually in a matter of a couple of minutes.

I know that sounds lame, but my priority is my consulting business where I make between $50 and $150/hr depending on the service provided.


Bob

Bob Heitner

Stuff Things and Goodies
www.stuffnthingscorp.com
www.pattysthings.com
www.stuffthingsandgoodies.com
Facebook: http://www.facebook.com/stuffnthings
Twitter http://twitter.com/stgbob

Auctiva Commerce Store owners and Forum Members can get 10% OFF entire order with coupon code: ACSO10
My code for sharing links:
<a href="http://stuffnthingscorp.com/Default.aspx" target="_blank" ><img src="http://stuffnthingscorp.com/images/275/logo.png"></a>
 
Posts: 818 | Location: North Lauderdale, Florida | Registered: September 25, 2008Reply With QuoteReport This Post
Premier Poster
Picture of DaveK
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All you have to do is to go into the order and mark it paid.

It happens due to timing malfunctions between PP and AC - AC is not getting the IPL response in time so time's out and doesn't know that payment was rcvd. AFAIK there's nothing AC can do about this. It's been happening sporadically for years, and nothing AC has tried has been able to correct it 100%.


-Dave

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Posts: 1326 | Location: The shores of the Chesapeake Bay | Registered: March 27, 2009Reply With QuoteReport This Post
Auctiva Product Manager
Premier Poster
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Hi Laura -

I'll take a look at this and see if I can find anything. Unfortunately as Dave mentions there are rare occasions when communications between us and PayPal go awry for numerous reasons and they are very difficult to track down. IN some cases it is a PayPal issue while in others it has turned out to be a problem on our end. I'll see if anything jumps out at me for your order.

Thx,
Chris


Last few items that I've bought from Auctiva Commerce Sellers:

Some very interesting stamp sheets from http://stamps4yourpleasure.auctivacommerce.com
A sweet dinosaur crust cutter for the little ones from http://onestopshopping4all.auc...rce.com/default.aspx
 
Posts: 1156 | Registered: January 21, 2009Reply With QuoteReport This Post
Elite
Picture of LifeisLike
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Chris,
Thank you for reviewing this. I appreciate your time.

Dave, thank you..yes I know I can mark it paid. I really was trying to get to the bottom of the issue to know if I should expect this same behavior with future transactions. I won't know until the next transaction. I guess Dave if you've never had it happen before you tend to think something's broke & would affect future sales. Thanks for your explanation.

Bob, I understand. You have bigger fish to fry! Thanks

Thanks all!
 
Posts: 3021 | Registered: July 20, 2008Reply With QuoteReport This Post
Premier Poster
Picture of Lisa @ Handbags4Hunger.com
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I don't have an issue, just wanted to say this is why I stay w/Auctiva Commerce, because I know if I have a problem everyone including fellow store owners AND the managers are here to assist right away.

Thanks for all you do guys.... Wink


Lisa @ Handbags4Hunger.com

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Posts: 867 | Location: Wisconsin, USA | Registered: January 13, 2009Reply With QuoteReport This Post
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