Magento-Sage Problem

[Clodbuster]

I periodically get the situation where a customer is passed to Sage and pays but I DON'T get a confirmation email so have no record of the transaction taking place. This results in an irate customer looking for his order that was never sent out. I am able to see a transaction has taken place on Sagepay but nothing is recorded in the Magento admin and I have no record of it.

Sage say they pass the offending transactions back to the website and that is where it seems to break down. I've paid 2 "Magento Experts" to have a look but neither found an issue.

So - I am asking, has anyone else come across this problem and are there ideas of curing it?

 

[anthony_herve]

Hi Cloudbuster,

Could you please indicate how your Magento, Sage and Sage Pay systems are integrated?
Do you use Sage Pay Suite by Ebizmarts for the Magento / Sage Pay integration?
And Tradebox Finance Manager for the Magento / Sage integration?

Best regards,
Anthony

 

[Clodbuster]

We are using ebizmarts
Sage Pay Suite Community Edition v1.0.33

 

[ebizmarts]

I guess you might have already done it, but you should try upgrading to the latest Sage Pay Suite v3 extension.

Thanks.

 

[antropy]

Sometimes you can find that modsecurity or some other web server security/settings is blocking the payment gateway sending the notification back to the website. Could be worth asking your hosting company about this.

 

[Bill1954]

Can't speak for Sagepay but we use Paymentsense. In our magento orders page the order status says "processing" when the order is placed, this changes to Successful payment" when the item has been paid for.

 

[saschak]

Hey there,

I read about your Problem with orphaned transaction with the ebiz marts module. Did you ever try this out: customweb.com/shop/en/magento-sage-pay-zahlungs-extension.html

 

[dx3webs]

We are seeing reports of this more and more from various customers that the only answer can be a problem at the sage pay end.. sagepay naturally deny everything. this seems to come in waves.. which just makes me suspect sagepay issues even more

It is a nightmare for merchants who are in the dark.. if your lucky check your orphaned transaction list.. the missing order info may or may not be in there..

 

[saschak]

Dear dx3webs,

I think the problem lies more in the way the actual sage pay suite is integrated. The other module goes an completely different approach. The order is created as soon as the customer is redirected to the payment page of Sage Pay. This way you see transparently which customers were finally redirected. In case of a cancellation or denial by saferpay this will also be visible in the shop. No darkness anymore

 

[ebizmarts]

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!

 

[Clodbuster]

Answered in the other listing - Mods perhaps close one or the other. As the other is in the Magento help section keep that one.

 

[ebizmarts]

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

Clodbuster, did you post your issues to our support forums? If so, post the link, or PM it to us, we are keen to help you (for free).

Thanks.

 

[saschak]

Ok sounds reasinable to me! However I think that the other way is how Magento actually forsees the integration! For my shop it works better

 

[ebizmarts]

We've been there a few years ago, and believe me, inventory issues were way to much of a trouble for many many merchants, and when your user base is over 3.5K merchants, you have to take decisions in favor of what's better for the majority of them.

Having said this, we offer free support, including on-site troubleshooting to merchants facing these issues, and, most of the times, we are able to detect and take actions to completely fix issues.

So, anyone facing weird issues in Magento + Sage Pay, feel free to contact us, we're keen to help.

Thanks!

Ok sounds reasinable to me! However I think that the other way is how Magento actually forsees the integration! For my shop it works better