This conversation was archived and is no longer visible to community members. The community moderator provided the following reason for archiving: I want to assure everyone that this has our top attention and we are working with the payment gateways and Rackspace to isolate and resolve this issue once and for all as soon as possible. We have logging turned on for every customer that has written in
CC, I guess I'm not alone with the frustration, being disappointed, angry and feeling taken advantage of.
It's time for you to finally accept the matters, take responsibility and step up by going way above and beyond here and for other's still awaiting solutions, like me! What will it take?
The customer's account with all the info was created but the "order" was stuck in abandoned carts with no customer information assigned to it. Seems that CC stopped documenting the order in my store once the customer proceeded to login or checkout.
This has been an ongoing thing in my store since March 2011. Thankfully it doesn't happen often but I have an "unsolved" support ticket on the subject.
I don't believe this is the issue of a customer using the back button because there was only one attempt to authorize this order. I've never seen double charges but occasionally see the missing order with successful payment.
If the fault is also known to occur in this scenario, then it should be blocked/modified immediately while efforts are made to isolate and identify the real source of the problem. Network lag with shopping carts is a generally known problem, yet disabling a (mal) function like this or even some simple text messages on checkout screens could save some hassle here.. good luck with a solution and hope it comes soon..
I want to give them the benefit of the doubt and believe that they are really working hard but it's been over a year now since they have known of the situation and still no solution.
It makes me feel uncomfortable about the entire payment situation if payments are dropped and they don't know why. And as I've said before, it must be a CC problem since it is happening with Paypal and Authorize.net both. It also indicates a CC problem since it is only happening in one of our stores and not the other.
I'm getting really tired of explaining to customers why/how we "lost their order". That's how they see it. They don't understand about cart systems. If they pay money and don't get the goods, it's the merchants fault.
Then today it did.
Cmr emailed me to say having trouble placing order. The, I received authorize.net email for receipt of funds. No order generated - BUT the cmr did get an auto email receipt with order number 2446. Item still in abandoned cart. Cmr account is set up. Logged in as customer - nothing in cart - no order.
Immediately put through a test order - went fine.
Messy, but at least the cmr seems amused by the whole situation.
wouldn't want this on a regular basis.
Also, when I go to phone order, select the customer account and put it in as a check sale (then approve) to re-enter it into the system, other info turns up! The phone number, address, delivery address, email, etc as well as comments.
So the order IS IN the CC system somewhere, connected to the customer, just not showing.
The product info, you can get from the abandoned cart, so all the info seems to be there.