(None) Status/Declined Card Error
Rachel Larratt
Secondly, I'm currently dealing with two very frustrating errors, that are somewhat related. At least half of the orders that show up for me display a status of (None).
Some of these (None) status orders I have tracked down to when a customer checks out. If their credit card is declined from their bank, they are sent to a page that displays my site's template but where the text would normally be, it is just blank. The two errors that I see recorded in the order are either "This transaction has been declined." or "The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder." The problem is, is that my cart isn't returning the error to them. It's just showing the blank page so I often get emails from customers asking where their orders are. They show up in their account order history with blanks under the status so they don't realize that the order didn't go through. They think that it has.
The rest of the (None) orders don't show anything happening at all as far as attempts to check out so I don't know at what point they abandoned the check out process or why the shop even creates the product order for them.
I've checked out dozens of other shops from the shop gallery and gone through the same process. I haven't come across a single shop that wasn't handling the declined card/bad address error appropriately so I know it's not an issue with satchmo. I also can see that as far as the declined/bad address orders, the shop is getting a response from authorize.net, it's just not displaying it correctly to the customer.
I've also been noticing that a lot of my inventory for products is wrong, despite having been OCD about making sure that it is up to date. It will often say that an item has a 0 inventory even though it may have 5+ in stock. It doesn't have them listed in the "products sold" field below the "in stock" field so the products are just gone. That makes it so I can't make sales because inventory levels continue to change or decrease to 0 and the customer can't order the product.
I appreciate any help or insight. I'm at a complete and utter loss and I've been left to deal with this issue on my own, despite asking the developer that created it to fix this issue since the shop was launched 3+ years ago. I'd say that about half of my orders have this issue. I've gotten tons of emails from angry customers who think they've placed their order (since it shows up in their account history so they believe it was placed). The only thing I'm grateful for is that I didn't take their money so if the customer decides to go the chargeback route, I don't get screwed there.
Rachel
My shop is http://shop.BME.com in case anyone is kind enough to take a look at it.
Chris Moffitt
I'm sorry to hear this is happening. I can understand the frustration. Like you said, the default satchmo should handle this but clearly something is wonky here. Do you know if there is any sort of custom code in the checkout process? Maybe there is a signal somewhere that is interrupting the flow?
Do you know which version of Satchmo you are using? I'm assuming authorize.net is your only payment option?
-Chris
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hynekcer
you write
You repeat "about half". Hmm. Completely random? Can you reproduce
that the same shopping would be repatedly unsuccessful if you buy the
same products? This half could be a rounding error that a total price
is counted by other rounding, (e.g. rounding up) and compared other
way (e.g. by mathematical rounding) and found a balance one cent. It's
only an idea. I am sure that the saved total is compared, it does not
matter now and I know Satchmo only two years.
On 14 lis, 02:36, Chris Moffitt <ch...@moffitts.net> wrote:
> Rachel,
>
> I'm sorry to hear this is happening. I can understand the frustration. Like
> you said, the default satchmo should handle this but clearly something is
> wonky here. Do you know if there is any sort of custom code in the checkout
> process? Maybe there is a signal somewhere that is interrupting the flow?
>
> Do you know which version of Satchmo you are using? I'm assuming
> authorize.net is your only payment option?
>
> -Chris
>
Rachel
honestly don't know why there would be any. Part of me thinks that it
might be a template issue since I've run into issues where other built
in features weren't working because a template had been missing.
Unfortunately this has been an issue since launch and I've never been
able to get the developers to fix it.
I believe we're using 2.5. Authorize.net is our only payment option as
well.
I apologize for the delay. I'm not getting replies to the news group
because I had set it to no emails when I first joined so I've got to
fix that setting!
Rachel
On Nov 13, 8:36 pm, Chris Moffitt <ch...@moffitts.net> wrote:
> Rachel,
>
> I'm sorry to hear this is happening. I can understand the frustration. Like
> you said, the default satchmo should handle this but clearly something is
> wonky here. Do you know if there is any sort of custom code in the checkout
> process? Maybe there is a signal somewhere that is interrupting the flow?
>
> Do you know which version of Satchmo you are using? I'm assuming
> authorize.net is your only payment option?
>
> -Chris
>
> > My shop ishttp://shop.BME.comin case anyone is kind enough to take a
Rachel
since then but to no avail.
I can't seem to figure out exactly where in the process it creates an
order. Sometimes it will show the link to authorize.net. I believe
that some of the (None) orders are getting created when the person
gets to where they've entered in their shipping info and then go to
the next page to see the cost of shipping. Then it will show the first
authorize.net link. If they leave from there then it doesn't delete
the order. It goes into their account history with nothing displaying
in their status. If they attempt to process the transaction and it
gets declined for either a bad address or NSF, it displays the blank
template. The navigational headers and the gray background are there
but not any kind of "your card was declined" errors.
I'm not sure what you're asking about rounding up? I said about half
of my customers have this issue, meaning that it was just a guess.
It's a significant problem. One I can't fix myself, nor can I even get
the developers that I paid to create the shop for me to fix it.
I'm really frustrated and I'm trying my best to get this resolved but
I'm fed up with getting emails from customers who are angry because
they think I haven't bothered to send out their order when in reality,
it was never processed. I had one customer who tried 10+ times to
place her order before sending me an email. When I looked at her
order, it showed 10+ "The transaction has been declined because of an
AVS mismatch. The address provided does not match billing address of
cardholder." so auth.net is returning the error properly and satchmo
is recording it but it's simply not displaying it to the customer.
If anyone has any recommendations on how I could get this resolved,
I'd be really appreciative.
Rachel
> > > My shop ishttp://shop.BME.comincase anyone is kind enough to take a
Orion Vianna
I had similar issues which I fixed by setting up memcached.
Is memcached setup?
Diego Costa
I was able to check the shop settings and memcached is working
properly.
Do you have any other idea why this might be happening ?
Diego
Orion Vianna
in the list set it to 30 minutes
For example, in the local_settings.py file.
CACHE_TIMEOUT = 60*30
Here are some links about this.
http://groups.google.com/group/satchmo-users/browse_thread/thread/75184d5e77c270ea
Best,
Orion
hynekcer
to set shorter timeout for normal items and long timeout for CC
numbers. Otherwise CC can be flushed out before that timeout. Try set
half or double capacity if it has an influence.
If you see a difference we can think to implement more general newer
Django cache configuration by "CACHES" which can use two caches for
different purposes: A large for different less important things and a
small for CC which never run over.
Some possible causes can be simplified or eliminated by setting only
one python worker process and one thread. It si for the price of lower
performance. So it is better to try it not in the time of very high
load.
Again: if you find it eliminates the the problem, we can think more
about better solution.
Do you see the same python processes over a long period or are they
recycled in a period comparable or shorter than the period of
problems? Or you use multithread model?
-- Hynek
On 24 pro, 06:19, Orion Vianna <guybrush....@gmail.com> wrote:
> On 12/19/2011 07:51 AM, Diego Costa wrote:> Hi Orion,
> > I was able to check the shop settings and memcached is working
> > properly.
>
> > Do you have any other idea why this might be happening ?
>
> > Diego
>
> > On Dec 9, 6:05 pm, Orion Vianna<guybrush....@gmail.com> wrote:
> >> Hi Rachel,
>
> >> I had similar issues which I fixed by setting up memcached.
> >> Is memcached setup?
>
> Did you try setting CACHE_TIMEOUT to a longer time? I have seen people
> in the list set it to 30 minutes
> For example, in the local_settings.py file.
> CACHE_TIMEOUT = 60*30
>
>
> http://groups.google.com/group/satchmo-users/browse_thread/thread/c3a...
>
> Best,
> Orion
Diego Costa
problem.
I don't think this is related to caching since I've never had one of
these messages that says that you need to supply the CC again.
I've narrowed down this problem a little bit and what's intriguing is
that the server just HANGS when there's a declined response from
authorize.net. Checking the HTML I can see that there's about ~3kb of
text before it stops.
I'm using nginx, python 2.5, satchmo 0.9/0.9.1 and django 1.1.
I was never able to reproduce it locally. I'm starting to think this
may be a nginx problem.. but why is it only happening to declined
responses ?
Thank you again. Please let me know if you have any suggestions.
Diego
hynekcer
know long ago if you do several test purchases. You or Rachel had a
problem with one half of all orders and you reproduce it only now on
yourself? I am not sure that you confirm other things what Rachel has
written. It looked that she excluded anything so easy detectable like
long response time.
OK.
An easy way of payment testing is to use a discount code with 99%
discount and to cancel the test order after payment.
First add to your settings.py a line
EXTRA_LOGGING = True
and send a the log for a normal and for a failed payment (with removed
private data!). A readable way is by dpaste.com or pastebin.org.
What is between nginx and Django? (uwsgi, fastcgi...)
What response codes do you see in nginx log for which problematic
hanged URL?
Enable logging of $request_time in nginx by adding the line to /etc/
nginx/nginx.conf:
log_format timecombined '$remote_addr - $remote_user [$time_local]
"$request" $status $body_bytes_sent "$http_referer" $request_time
"$http_user_agent";
Change the line starting with access_log in your site cinfiguration
from
access_log file_that_was_here_originally original_log_format;
to
access_log file_that_was_here_originally timecombined;
Now you will see timeouts, long response times etc. The value
$time_local is the timestamp of the end of request. The start is
$time_local - $request_time.
-- Hynek
hynekcer
EXTRA_LOGGING is set for Authorize.net group in livesettings by the
value "Verbose logs"