Magento - Ebizmarts - Sagepay AAAAAARGH.

[Clodbuster]

I am continually getting blind orders where money is taken but no confirmation emails sent to me OR the customer, customers pay for their orders twice, error messages are shown in the paying process and the customer pulls out of the operation. It is costing me credibility AND money.
I've had a Magento expert look into it and "nothing wrong"
Ebizmart say not on their side
Sage tell me they are happy everything is well and good. They received instructions from the website, processed and notified the website accordingly.

Not having somebody with the ability to look at the whole process is a major issue and I'm seriously thinking of ditching Magento.

Nothing like this happens with PayPal

 

[TODonnell]

Consider that the software is working properly but your webhost may not be e.g. your emails are going to spam due to their formatting or they may not be leaving the server at all.

 

[seoswat]

I dont mind taking a look for you if you dont mind

Do you know how to create a new user / user group? so you dont have to give me your admin login?

All the settings should be properly configured for it to work via the admin side of magento so no ftp details will be required

Let me know if you would like me to take a look for you

 

[webstore]

Maybe think about upgrading to ebizmarts‎ SagePay Pro which includes support and then you could ask them to take a look. Also you could start by sending them a tweet https://twitter.com/ebizmarts

 

[kulture]

I have never had this kind of problem with Magento. But I have stopped using ebizmarts and sage pay.

Sage pay because it was becoming unreliable. And ebizmarts because it was buggy. Now I suspect the problems were more sage than ebiZ.

 

[LMDServicesUK]

Hi Cloudbuster

This definitely smells like a gateway issue (e.g. SagePay..) what is your management system telling you, can you see how many payments have actually been processed, and does it tally up with what is recorded in Magento ? What version of Magento are you running ?

Wearing my ecomms sales specialist hat, would be happy to assist if we can, just PM me what your monthly spend through your website is and I can provide a pricing package to migrate you away from SagePay (and in all probability save you a decent amount as well..) as I doubt if the problem is being caused by Magento, whom we have a lot of happy customers using without difficulty, also where does ebizsmarts fit in as I assume Magento interfaces directly to your SagePay payment gateway ?

Please PM me if you would like me to try and assist ?

Rgds

Mark
LMD Services

 

[dx3webs]

How often is this happening?

 

[LMDServicesUK]

Hi Cloudbuster

Please see a previous UKBF thread below:

Ebiz Sagepay extension for magento

It might throw some additional light on your problem ?

Rgds

Mark
LMD Services

 

[Clodbuster]

Frequently but does vary - Yesterday was bad and 4 incidences occured. Som days nothing. I've taken to checking everything and not relying on emails

 

[edmondscommerce]

Yep as per that old thread, my first suspect would be Magento responding too slowly for Sage.

Exactly why could be bad configuration or modules, under powered server or all kinds of things but it is the first place I would look.

 

[dx3webs]

is your site generally quick or sluggish? eg does it take more than 2 -4 seconds for pages to load?

 

[edmondscommerce]

Even if the site is generally quick, an extension that hooks into an event that is fired when Sagepay calls back can add a few seconds to that response time and this on its own can cause these kinds of problems.

Unfortunately there isn't an easy way to diagnose and fix, though I will say that if Sage increased their timeouts then a lot of this problem would go away.

 

[Clodbuster]

Looking at Analytics

Ave;-
Page Load time: 0.35sec
Domain Lookup time:0.01
Redirection Time: 0.07
Server Connection time: 0.14

Does not look excessive to me but I'm no expert.

 

[dx3webs]

They look fine.. however, ask your host to increase timeouts in general for a week to see of that helps. This can give sagepay longer to connect before the server drops the connection.

 

[Clodbuster]

They look fine.. however, ask your host to increase timeouts in general for a week to see of that helps. This can give sagepay longer to connect before the server drops the connection.

Contacted my host and they are of the opinion of-" As you are on a shared server with a number of other e-commerce and Magento stores that are functioning correctly I would imagine this error relates to how your site is configured."

So everyone feels everything is hunky dory but it isn't.

 

[Sage Pay Support]

Hi Clodbuster,

Sorry to hear you are experiencing difficulties. If you want to PM me some example transactions I will be happy to look at the logs for you. I can then advise how long the responses have taken from our side.

Thanks,

Sage Pay Support

 

[Clodbuster]

Hi Clodbuster,

Sorry to hear you are experiencing difficulties. If you want to PM me some example transactions I will be happy to look at the logs for you. I can then advise how long the responses have taken from our side.

Thanks,

Sage Pay Support

Thanks PM'd you.

 

[jamie1183]

Seen this so many times, usually down to your server/Magento picking up a response, also have seen it caused when slight miss match with value sage pay takes / Magento order value caused by the bug with how Magento calculates VAT, I believe this has been fixed in the last eat Magento release 1.8, it's certainly not a uncommon problem.

 

[Canhead]

Hi
I have the same issue, was this resolved? if so what was the problem/solution?
As I'm pulling my hair out with everyone passing the buck

 

[jamie1183]

What version of Magento are you using and have you upgraded to the latest version of EBM Sagepay Module?

Also do you have VAT calculation on your site?

 

[Clodbuster]

As I'm pulling my hair out with everyone passing the buck

You are quite correct - everyone passes the buck. Everything is working correctly and upto date but it is still happening.

 

[Canhead]

Am using version 1.7.0.0 also am on the latest version of sagepay
No VAT calculation it's a mystery

In Orphan Transaction i get the following from the orders that aren't been stored:

MAGE_ERROR

Could not save order: Payment has failed, please reload checkout page and try again. Your card has not been charged.0000 : The Authorisation was Successful.

 

[Canhead]

I'm on version 1.7.0.0 and the latest version of sagepay.
No VAT calculation

I have this in the orphan transaction:

MAGE_ERROR

Could not save order: Payment has failed, please reload checkout page and try again. Your card has not been charged.0000 : The Authorisation was Successful.

 

[ebizmarts]

Hello,

Have you checked your Magento log files? Also, you might want to debug using Firebug as this could be caused by a Javascript conflict (in case you use both, jQuery and Prototype).

Thanks.

 

[LMDServicesUK]

Hi ClodBuster

Not sure if this helps, but we have also seen this problem between Magento and SagePay gateways, and have successfully migrated a number of merchants away from SagePay to our Gateway and have resolved this problem immediately..

If you would like to consider the options for moving off SagePay/your current merchant account provider to us then please feel free to PM me..

Kind regards

Mark

 

[saschak]

Hey all,

just read about your problems with the Sage Pay Magento Module. Did you notice that there was just recently a new Sage Pay Magento Module released: customweb.com/shop/en/magento-sage-pay-zahlungs-extension.html

 

[ebizmarts]

We have posted an explanation of Sage Pay Suite "orphan" transactions on post #2271244, we are happy to help anyone facing Sage Pay integration issues with Magento, feel free to PM us if you need assistance.

Thanks.

 

[ebizmarts]

Sorry, here's the post explaining "orphan" transactions: ukbusinessforums.co.uk/forums/showthread.php?t=289882

 

[Clodbuster]

Hello guys,

Let me explain how orphan transactions work in Sage Pay Suite on Magento.

The concept is simple, all Sage Pay transactions started by a customer are saved in a Magento table, if everything goes as expected and the customer actually completes the order that transaction will be linked to the Magento Order, that transaction has a "parent" Magento order, so far so good.

Then we have transactions that do not complete, this could be caused either by the customer abandoning the order at some point (3DS check in example), a declined transaction (rejected payment), or by an error caused when Magento saves the order. These cases are considered "orphans", because there's a Sage Pay transaction in your "My Sage Pay" account, and no order in Magento.

So, "orphan" transactions are not always a bad thing, actually, if you keep an eye on that list, you can use the information to recover lost sales, in example you could phone those customers that abandon the order at 3DS check and enter the order manually.

The worst case here, and the one that needs more attention, is to have "orphan" Sage Pay orders in OK status, this means that the customer completed the checkout process but for some reason the order has not been saved in Magento. These issues are usually caused by timeouts or communication issues (when Sage Pay posts confirmation details to Magento in background) or even by coding erros that prevent the order from being saved. Fortunately, Sage Pay Suite (even the free version) has a "Profiler" tool that can be enabled by a setting, this tool, will log all the order saving process, pretty much as Magento's Profiler does, this come very handy at detecting timeout bottlenecks and other errors.

Last but not least, Sage Pay Suite does not tell Magento to save the order unless payment has been successfully taken, this is because saving the order early on would cause other problems for not completed orders, like inventory issues (Magento reserves stock upo order creation) and administrative mistakes (shipping orders that have not actually been paid).

Bottom line, pay attention to the "Orphan" transaction list notifications, as it will not only help you spot any issues but could also help you recover a few sales. And keep in mind that we offer free forum based support (same business day) to the free Sage Pay Suite CE version.

Have a nice weekend!

Saying that the failed order is not reflected in the Orphan order within Magento - there is no record of them except in the Sage Transaction list as a successful transaction duly completed including 3DS.

What annoys me is I've forwarded transactions to both Ebizmarts and Sage with a simple reply - not our end. Quite clearly it is not just me

 

[ebizmarts]

Clodbuster, as mentioned on another thread, we are keen to help you (with no extra cost), can you please PM us to get your details? Orphans transactions usually have an explanation, and we are eager to help you, and help others facing this issue.

Thanks for your feedback.

Saying that the failed order is not reflected in the Orphan order within Magento - there is no record of them except in the Sage Transaction list as a successful transaction duly completed including 3DS.

What annoys me is I've forwarded transactions to both Ebizmarts and Sage with a simple reply - not our end. Quite clearly it is not just me

 

[shoulders]

when i used this plugin for sagepay on my magento 1.4.1.0 system i had missing orders, orphaned payments and i am sure other issues, but in my case it was not the ebizmart extension causing the issue. The guy from ebizmarts was very helpful and did give good support.

It is magento running to slow and it never recieves some information back from sagepay because of some reason. I did the following and sagepay started to work with no issues.

[FONT=&quot]Google (cant post urls): Magento Slow by Rafael Kassner.[/FONT]

This might not be the reason for issues in this thread but it is worth a go.

 

[Clodbuster]

Clodbuster, as mentioned on another thread, we are keen to help you (with no extra cost), can you please PM us to get your details? Orphans transactions usually have an explanation, and we are eager to help you, and help others facing this issue.

Thanks for your feedback.

I've been going back and forth between Ebizmarts, Sage, Magento expert and myself without a resolution so I'm now looking to go away from an open source platform to one where someone has an obligation to make sure everything is good. Majorilly p***** off.

 

[kulture]

I moved off sagepay to iridium, a similar interface but free, and none of these problems.

 

[LMDServicesUK]

Hi Clodbuster

If the root cause of your issues is as we all suspect is SagePay.. then maybe worth considering changing your gateway provider and merchant account as well to get away from all the pain you are having.

We fully support Magento up to V 1.7 currently.

We specialise in this area so if you want to PM me re who you are currently with and the rates you are paying, I can provide you a quote to consider switching across to us, subject to our establishing we would fix your known issues of course !

Rgds

Mark

 

[miketarr]

Same thing here. Ebizmarts are sending us in circles, telling us to upgrade to the latest sagepay pro module. We are getting these orphan transactions daily. Thinking of switching gateway unless they can give us some attention and fix the issue.

 

[APWTrading]

Another quick question on this are you using an external cache like cloud flare as this can cAuse all kinds of issues, especially around payments and orders