Buyer could not checkout using Auctiva checkout

I am having the same problem (see e-mail from my buyer below)

I'm trying to pay you through Pay Pal, but, as is often the case, the Auctiva Checkout software hangs; I hit the "next" button, the blue bar bottom left fills up, the window says "done" but the screen does not change. I minimize the window to see if the next screen has been opened behind the first, but it's not there. If you will give me your Pay Pal e-mail address I'll just tell Pay Pal to send you the money.

WHat do we do now? I have never had this problem before, have sold lots of stuff listed on Auctiva and the payments usually go thru with no problem. HELP!!!

I have a customer who is now getting an error code trying to pay for an item where Auctiva is the checkout system? Why do we have to use the auctiva checkout? When are they going to fix this?

This happens occassionally. Happened to me the other day. Have your customer try again or give them your paypal e-mail and have them send the money directly to your account. Hope this helped.

they tried several times AND they tried direct to paypal.

Within paypal if you choose to pay for ebay items I believe paypal redirects back to the ebay checkout process which in turn hands off to auctiva. Just have them make a payment to you without regard to the ebay listing.

I've experienced this same problem off and on, so a couple of days ago I disabled Auctiva checkout for this reason.Eventually my older listings will drop and the new ones will use eBay checkout only which should take care of the problem once and for all

Charity... What error is your customer getting? I've now had 2 in a row getting an Error Message 1002.

If they do the payment in PayPal & select the pay for ebay items thing, it does suggest you go back to ebay to checkout but there is an option at the bottom that allows them to ignore that suggestion & pay directly through PayPal & should still link the payment back to the ebay item

I don't remember the code she got now but the problem ended up being that I had my paypal set to not accept payments from non-encrypted sources & I guess she was not using an encrypted source. All I had to do was go into paypal, change my preference and then it worked just fine.

We have a buyer who stated she has processed her payment for an Ebay item she purchased from us. She used the Auctiva notification - check out process - and says that the payment went through, however we do not show any payment posted in Paypal, Ebay, or in Auctiva - Auctiva reflects the Buyer has not completed the payment. She has attempted this twice, and now I am wondering after reading all these messages if there may be an issue with using the Auctiva checkout.

quote:

Why do we have to use the auctiva checkout? When are they going to fix this?

Charity1974,

You don't have to use Auctiva checkout (I never have). I've been selling a long time and have never had a problem with good ole' basic Ebay checkout.
Maybe you should disable it for awhile and see how it goes using Ebay's

Hi, all. I started taking ProPay as a Paypal alternative, but 2 or the 3 customers who have wanted to use ProPay have had problems. I am thinking that if I turn off Auctiva checkout that it should work OK, as ProPay told me they are not set up to work with 3rd parties.

My question is How do you turn off Auctiva checkout? I have been all through my E-Bay store settings and cannot figure it out.

Thanks

You have to do it in Auctiva and it will only apply to new listings. You can choose to still use Auctiva insurance though.

quote:

Originally posted by nwestfal:
Well, yesterday (3/15/2009) a buyer used BIN on one of the listings I posted through Auctiva before I had disabled the Auctiva checkout...

What time did they try to go through Checkout? We usually do maintenance late Thursday night, going into the early hours of Friday morning. The best thing to do if the buyer reports an issue with Checkout is to file a support case as soon as possible, with the details on the eBay item number, so that we can check our logs and see what might have been the issue.

Aaron:

That's exactly what I did. It is case #148396. Here is what happened:

Dear southernprofessionalart,

This email is to let you know that on 5/28/2009 7:29 AM we've replied to your support case inquiry.

Comment :

Previous Comment:Thursday, 5/28/2009 6:10 AM
My Buyer is attempting to check out on this item using ProPay. When he checks out he is forwarded to the Auctiva checkout screen. When he clicks to use ProPay from Auctiva the connection "times out" i.e. never connects to ProPay to complete the transaction. I have already talked to E-Bay and ProPay. Both say this is an Auctiva issue. HELP!!!

http://cgi.ebay.com/ws/eBayISA...=1&item=400048666290

Operating System: Windows XP
Browser: Internet Explorer 8.0

Involved eBayItemNumbers: 400048666290

New Comment:

Hi,

Thanks for contacting us regarding this matter, and I'm sorry to hear about the trouble you and your buyer are having. This error message is typically returned when the buyer’s browser is not accepting cookies or is configured to block cookies from Auctiva. Therefore, if your buyer adjusts his/her browser settings to allow cookies from Auctiva, he/she should then be able to checkout successfully.

However, it is likely that your buyer is more interested in just getting the transaction completed then adjusting his/her browser such that checkout will work, so it may be a good idea to contact the buyer to arrange payment separate of checkout instead.

Kindly let me know if you have any further queries.

Sincerely,
Auctiva Support.

I e-mailed back to point out again that the problem was in the step between Auctiva and ProPay. Haven't heard anything else.

If someone could help, I would appreciate it.

Thanks

I'm terribly sorry, SouthProArt, but the reason it's failing is that our Checkout does not currently support ProPay as a payment method. Starting on Monday it will fail "more gracefully", however. That is: the buyer will be able to select shipping, insurance, etc., and the transaction will be marked as "complete", but the actual payment will need to be made separately. I do not know how eBay's relationship with ProPay works, e.g. whether it's supposed to take place of our third-party Checkout system or what. What did ProPay say about it exactly?

Hi, Aaron. Thanks for responding. They said their system does not currently work with third party software. Basically, what you are both telling me is that I can not use ProPay with Auctiva checkout. It would have been nice to know that before.

Someone at Auctiva took the time to add a ProPay checkoff option to the listing process. Why wouldn't the same person build in a warning that if you list with ProPay the buyer will not be able to check out with this option? Did anyone think about how this looks to the Buyer and the awkward position this puts me in as a unknowing Seller?

Paypal + Ebay Checkout + Auctiva Insurance = My life is a lot easier!!!

quote:

Originally posted by SouthProArt:
It would have been nice to know that before.

I totally agree! Unfortunately, they did not provide instructions to Third-Party Checkout providers to explain its incompatibility. We are learning about this issue at the same time that you are, and we apologize. I'll make recommendations on adding this warning.

HTH

Here is a recent exchange with tech support others might be interested in. It has prompted me to drop ProPay from my listings until I hear the issue is resolved (or perhaps forever since I haven't had anyone use ProPay in the time I've had it).

Message to Auctiva support from me, followed by response.

A fairly large percentage of my buyers over the past two months or so have run into problems with checkout.

They get various error pages. Here is what one sent. 'Unexpected error has occurred, Restart checkout from ebay, if unable to complete checkout, contact seller for payment and shipping.' Another reported "I have tried for 2 days to pay you and it comes up with an error message." Another said, "Hello, Friend! I am trying to pay for this but the system is hanging up somewhere." Another said, "I tried to make a payment through your auctiva system and it kept
giving me an error code."
I have changed my PayPal language settings as suggested several weeks back (using UTF-8), so that shouldn't be an issue.
It is getting really frustrating and I am directing people to just pay directly through PayPal. My next step will be to drop Auctiva check-out if I can't get this resolved. Please advise,
Thanks, Tom

Operating System: Windows XP
Browser: Firefox 3.x
New Comment:

Hello,

The problem may be due to an issue that we have discovered with the "Pro Pay" payment system. We have discovered that the Pro Pay option is not compatible with 3rd party checkout systems such as ours. Even if that is not the payment method that a buyer attempts to use,(emphasis added by chinatrain) , it causes the checkout to fail. We plan on addressing this issue soon.

I am sorry for the trouble caused.
Auctiva Support

Dear Auctiva Support. I am having checkout problems also.
Item # 360208590806 LG Vx7000

When ebay checkout goes to redirect to the Auctiva Site, this is the error message I get:

You have been redirected to the seller's secure checkout website. Learn more.

Help, An unexpected error has occurred.
Please restart checkout from eBay. If you are unable to complete checkout, please contact the seller to arrange payment and shipping.

eBay Compatible Application Powered by Auctiva


I've been trying to pay the last 2 days.

I tried Ebay chat help which only succeeded in erasing all my cookies, history, etc.

Thanks for any tips. Russ

This is SO frustrating for buyers (I'm one of them). I'm getting the same error today as I have on other multiple occasions - an error when I try to go from the Auctiva checkout screens to PayPal to finalise my payment. Half the time it doesn't even make it to the Auctiva screens from the eBay 'Pay Now' link in My eBay.

The seller has told me they have had this problem recorded by other buyers too, not just during Auctiva's downtime for maintenance, but intermittently throughout the week, and always for international buyers.

The deafening silence on these message boards (I posted in 'Checkout' separately on this topic, and there were no replies) is disappointing. The seller tells me they have logged a support call with Auctiva but so far no resolution.

And before anyone suggests paying through PayPal and ignoring the 'use eBay checkout' link, just sending money direct - I know how to do this but PayPal is not picking up all the items I have bought from this seller. The last few times this wasn't working, I had to fiddle around with the postage and insurance costs to 'add in' the items that were missing from the screen. Not ideal as they still show up as unpaid in eBay and I have to mark them off manually. Also they do not appear in my PayPal invoice, PLUS I have to calculate shipping for multiple items manually. VERY VERY MESSY and it should not be necessary if Auctiva/eBay/PayPal could actually work out what in heck is wrong.

I also have a discount coupon that eBay has sent me and surprise, it says I can only redeem it through eBay checkout (not direct via a PayPal payment). Geez, that would be what I would do if only it were actually working...

From a very frustrated
EJ