Help?: Users can not get to review & check out page? | Ubercart

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Mon, 03/16/2009 - 15:55

j

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Hi guys, I've just noticed recently that we have been loosing sales due to this weird credit card problem.

Everything works fine when I test it in all browsers, but I've had a few customers calling me telling me that when they are going to check out and enter their cc information then hit the review button, it comes back with a Card Number: (Last 4) XXXX. The X being their last 4 numbers.

So none have been able to get past the checkout option. Perhaps it works for mine because my cc is already stored.

How do I fix this? I need to fix it asap. We have angry customers. Do I need to update ubercart?

We are using. 5.x-1.0

Please help!
Thanks, Justin

Tue, 03/17/2009 - 09:52

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Ryan

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Re: Help?: Users can not get to review & check out page?

Can you provide a link to the trouble site? This problem is unfamiliar to me.

Tue, 03/17/2009 - 12:48

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torgosPizza

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Re: Re: Help?: Users can not get to review & check out page?

I've only seen this issue come up if they type something in wrong, and get kicked back to the checkout page, and their CC Number is replaced with (Last 4) XXXX. Then when they try to submit, it says "That is an invalid card number" because it is posting the new form values instead of using them as a placeholder.

Let me know if that helps - have them re-type their card number next time they see that issue. Also, is that something that happens frequently?

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Tue, 03/17/2009 - 12:59

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j

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Hi guys thanks for the replies.

Hi guys thanks for the replies,

Yes this has started to happen regularly, since January, it's done this to 4/5 last orders. We are getting about 80% in the checkout and only around 20% are actually going through.

The customers are telling me basically the same as what torgo mentioned above ^^ except they can not get through.

The website address is: http://www.e-techcomputers.com/
Here's a link to a product: http://www.e-techcomputers.com/20823gu-thinkpad-t500-t9400

Tue, 03/17/2009 - 13:55

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Ryan

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Re: Hi guys thanks for the replies.

If your theme is not printing messages out, then the customers will not see the "invalid credit card number" message. You should doublecheck that if they can't figure out why it's failing.

Tue, 03/17/2009 - 14:51

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j

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Re: Re: Hi guys thanks for the replies.

Ok will do, but still 80% of the people coming through can't get past this stage, this can't all be from invalid credit card inputs? In the checkout logs it shows them trying multiple times.

Is the creditcard checker broken maybe? Should I just updated Ubercart to 1.7?

EDIT: -----------------------------------------------------------

Weird, I've been testing with other cards / names situations on my network and everything works fine.

I noticed that some of the e-mail addresses linked with the failed orders have been from schools / government websites. Could their network or firewall screw this up somehow? Or maybe it's my htts connection?

Any help appreciated. can Someone test my website? http://www.e-techcomputers.com/

Tue, 03/17/2009 - 16:01

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cedarm

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browser specific?

It may be a browser specific issue. Most of us tend to use Firefox for development and "most" bugs show up in the browser most people use, IE. Therefore, if there's a problem, "most" of your users will be affected.

That said, I just placed two orders as Fred Flintstone on your site. The first from Firefox 3, the second from IE7. Both were successful (I hope you are purposely accepting test CC numbers). That's a funky loading thingy you have on the site. Surely it uses javascript, and perhaps there's a conflict somewhere. Go test it in IE6. Find out (if you can) from your customers or server logs what browsers they are using.

Tue, 03/17/2009 - 17:44

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j

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thanks

Thanks for the reply Mr. Flintstone,

I've tested in all relevant browsers to our customers. (Safari, FF2 / 3, IE6, IE7)
This doesn't seem to be the issue.

Yes the test cc are on purpose.

We placed that loading overlay to help keep in coming traffic on the website. Load times were high for some users and so the loading gif is just a reminder that the page is loading & not blank. (Works pretty good actually, our average time on the website has increased a lot.)

The most recent users that had the issues were from a university using IE7.

Anyways, I received your test order perfectly fine... Weird that some users are having difficulties. Even in the back end (the in-checkout orders) it shows their cc # as (Last 4) XXXX.

I then checked and it showed a list of users that had attempted to check out but never made it to the review page. Too late now, it was from a month ago.

Still wondering why this happened. Do you think it might have something to do with my https connection and the college's network? In IE7 / 6 it asks if I want to display non-secure items when testing. Could the college network perhaps be protecting the cc? Not sure if that's possible but it's almost what it seems to be doing.

Anyways I got the messages set up now so next time this happens, hopefully I will get a support e-mail with the error. Is there a way I can check recent errors in the logs?

If anyone is on a college or government network, can you test my website? Thanks.

Thanks, - Justin

Fri, 04/03/2009 - 14:58

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j

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Re: thanks

Seems to be working ok now, we're getting orders through, I'm not sure why exactly for those months the orders were having troubles.
Thanks for the help.
I also found out that your credit card won't validate unless your papal is configured correctly.

Best,
Justin

Mon, 04/06/2009 - 15:02

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j

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Okay... this is a big problem

Ok so I waited it out, we got another order from an university. This time the order was processed but the credit-card showed up as 411111111111 Justin... testing... witch was what I had previously entered to test the last order.

So something is really messed up.

I'm backing up the website then updating to the newest Ubercart version for drupal 5, hopefully this fixes things.

Best,
Justin

Mon, 04/06/2009 - 18:48

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j

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Updated

Ok, I've updated UC from 1.0 to 1.7, gone in and tried to send an order through and it did the same thing as last time.
It's mixing up the credit card numbers, which is really bad... especially if we charge the wrong cc to the wrong users.

I need help getting this fixed asap. Any Ideas? Why this could be happening?

Common guys! I've been calling clients to take their cc numbers for the past few orders...

Thanks,
Justin

Tue, 04/07/2009 - 08:43

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Lyle

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Re: Updated

I think it sounds like your anonymous users' sessions are getting jacked up. Tracking down the exact problem could be difficult, and it's not necessarily Ubercart or Drupal, either. Go over all the settings having to do with user sessions and cookies. I can even imagine there's something that's adding some goofy headers that affect the session.

Tue, 04/07/2009 - 12:43

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j

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Hmm...

Thanks for the response Lyle,

I enabled some performance modules a while back that cache pages, javascript, html... ect... perhaps these could be messing up the headers.
I'll try disabling them and giving it a shot.

Best,
Justin

Tue, 04/07/2009 - 13:54

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j

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Re: Hmm...

Ok, I found one reason, it could have been messing up, in the checkout panes, I had hidden form value for some reason, so now it's back to normal. So far... lol Let you guys know if that fixed it or if it's still messing up.

Thanks,
Justin

Fri, 06/05/2009 - 16:48

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hanoii

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Re: Help?: Users can not get to review & check out page?

I think I am having the same problem and I believe it's related to http://drupal.org/node/467490, what do you think? I think that patch works, just tried it briefly, now going to apply it and do a few more tests.

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