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rgoetz
Starting Member

USA
29 Posts

Posted - October 04 2004 :  16:50:41  Show Profile  Visit rgoetz's Homepage  Reply with Quote
Hello,

I am being challenged with this problem. I hope someone out there can help me.

This problem is occuring intermittently but causing great concern for our customers.

Customers are putting in their payment information and the sale goes through. No Problem. But when we go to the admin to look at the order, all the payment info is missing. When we call the customer they panic thinking we have exposed their credit card numbers to hackers.

This is occuring too often for comfort. I had contacted support and was told that my JavaScript PPC codes were causing the shopthanks to be loaded more than once, losing the session. I removed those codes and it is not recording credit cards in the admin panel.

Oh yes, we do not use payment gateways. The card is processed at the store.

Any help you can provide will be greatly appreciated.


Rhonda Goetz, CIW-CI
http://esitecreations.com

Edited by - rgoetz on October 04 2004 16:51:30

Edited by - rgoetz on October 04 2004 17:07:07

jsbeads
Starting Member

USA
39 Posts

Posted - October 22 2004 :  07:44:22  Show Profile  Visit jsbeads's Homepage  Reply with Quote
Do you get an email notification? Does it contain Payment Type?

The only time this happens to me is when there is a problem with my SSL Site.

The next time this happens call or email the customer and see if they can get to https://yourstore.com.




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Justin
VP-ASP New User

87 Posts

Posted - October 22 2004 :  08:22:11  Show Profile  Visit Justin's Homepage  Reply with Quote
Which version of VPASP are you using? I had a similar problem for ages with 3.5, and I believe it was still there up to 4.5. It's something to do with Shared SSL.

I can't remember offhand what the fix was, but if you go and ask in the support forum you'll probably get the answer you're looking for.

Justin

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epseja
VP-ASP New User

USA
61 Posts

Posted - September 23 2006 :  12:19:42  Show Profile  Reply with Quote
Well, mark me down as another user who has been experiencing many "No Payment Information" orders. It is indeed very harrowing for a customer to receive a call that their "secure" payment information was missing or didn't go through. There has do be a simple solution.

I am using V5.50.
I am using a shared SSL.
I am not using a payment gateway.

Perhaps it has something to do with other sites simultaneously accessing the shared SSL? Could it be an issue of too many simultaneous connections to the secure server?

Thoughts? Anyone? Bueller?
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Alan F
VP-ASP New User

102 Posts

Posted - September 24 2006 :  15:25:24  Show Profile  Visit Alan F's Homepage  Reply with Quote
Hi

I used to experience these issues but now know your problem is probably because you are using a shared SSL

VPASP struggles to carry the session information from your site to the SSL site and will drop session variables.

The problem should fix itself if you get a dedicated SSL for your domain.

Good Luck
Alan
www.design365.co.uk

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support
Administrator

4266 Posts

Posted - September 24 2006 :  18:29:14  Show Profile  Visit support's Homepage  Reply with Quote
Hi,

Alan F is right here - the way ASP stores session variables means that when you are using Shared SSL, the sessions aren't shared between your site and the secure server.

This problem can be more apparent if your customers access your site using different URLs or variations of your URL -

eg. http://www.mysite.com or http://mysite.com

Please ensure that the xmysite variable in your sslshopcheckout.asp file is the same as the one your customers visit from.

VP-ASP 6.0 has a new feature that ensures your customers always come through to the cart on the same URL.

The best way to stop this from happening though, as Alan F said, is to get your own SSL certificate.

We use and recommend Instant SSL for SSL certificates - http://www.vpasp.com/virtprog/ssl.htm

Kind regards,
Claire Banks
VP-ASP Support
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saratogawine
Starting Member

3 Posts

Posted - December 04 2006 :  10:37:21  Show Profile  Visit saratogawine's Homepage  Reply with Quote
Hi,

I am experiencing a variation of this same problem -loss of payment information. We have a dedicated SSL, and still occasionally lose credit card information, however, it is only AMERICAN EXPRESS card information.

Why only AMEX?

Thanks for any help.

Tom
Saratogawine.com
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zacharybroyles
Starting Member

28 Posts

Posted - November 07 2012 :  18:16:46  Show Profile  Visit zacharybroyles's Homepage  Reply with Quote
Bump. Our website www.aachristmas.com is having the same issue. We have repeat customers that arent abandoning the cart have this same problem.

I'm using the newest version of the cart and don't know why this is happening.
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support
Administrator

4266 Posts

Posted - November 07 2012 :  23:25:44  Show Profile  Visit support's Homepage  Reply with Quote
Hi Zachary,

Can you please post this in the helpdesk and if possible post the exact steps our team need to take to replicate the issue.

Also if it is a particular browser, specific product, type of credit card etc.

Basically as much back ground informaiton as you can so we can see the issue ourselves.

https://helpdesk.vpasp.com

We did find a weird one recently with IE9 dropping sessions when moving to SSL when the visitor has added your site as a trusted site.

IE9 will not handle the move between non SSL and SSL cleanly in this situation.

Thank you.

Cam Flanigan
VP-ASP Cart Support

Follow us on Twitter:
http://www.twitter.com/vpasp

************************************
Did you know VPASP now offers premium Cloud based e-commerce web hosting?

Ask me for more details on how we can help you with a complete solution to your
online needs.
************************************
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zacharybroyles
Starting Member

28 Posts

Posted - November 08 2012 :  10:02:39  Show Profile  Visit zacharybroyles's Homepage  Reply with Quote
Here's the thing, I have NO IDEA why its happening. I can try to talk to the customer it happened to but in our offices so long as we've used VPASP i've never had this happen. And i do test on IE, Firefox, Chrome, Safari.

Is it possible the customer is doing something wrong to lose the payment information during the process.
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support
Administrator

4266 Posts

Posted - November 08 2012 :  22:36:34  Show Profile  Visit support's Homepage  Reply with Quote
Hi Zachary,

I would not have thought so. Possibly the application pool is recycling when some customers are at checkout.

How often do you have it set to recycle?

This would cause the carts to be lost.

If you post in the helpdesk we will try and resolve for you.

We also have a new module to allow the contents of a cart to remain constant even if the user closes their browser.

Thank you.

Cam Flanigan
VP-ASP Cart Support

Follow us on Twitter:
http://www.twitter.com/vpasp

************************************
Did you know VPASP now offers premium Cloud based e-commerce web hosting?

Ask me for more details on how we can help you with a complete solution to your
online needs.
************************************
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