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Checkout Failure due to slow Server Response?

Thread began 10/13/2014 3:54 pm by joerg431091 | Last modified 10/13/2014 10:43 pm by joerg431091 | 451 views | 2 replies |

joerg431091

Checkout Failure due to slow Server Response?

Hi,

We receive quite a few calls from customers trying to submit an order leading in a checkout failure. Usually - if we then put the order in for them using the same website it goes through.

So I was wondering whether this could have something to do with different response times to or from the server? Is it possible that the customer might have a slower connection to the server that leads in a timeout leading in checkout failure? If so, is there any way to change the response time in the checkout page?

Thanks a lot,

Joerg

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Jason ByrnesWebAssist

see this tutorial for details on adding the Error code from the gateway to the failure page:
http://www.webassist.com/tutorials/Debug-eCart-transaction-failures

once we know the error that is being generated, we can further troubleshoot the cause.

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joerg431091

Hi Jason,

Thanks so much for your reply. The problem is that it not even goes to the payment gateway.If it does - it is easy for us to find out what the reason for the failure was. But no transaction are recored at all. Also - If i am reading the tutorial correctly the error information appears on the failure page of the person that receives the failure. This is usually at the customers and they most of the time don't call but simply purchase the product from another retailer.

The reason that we found out is that after a few customers had called us we attached an e-mail message to be triggered every time the checkout_failure.php page is loaded. So now we receive the e-mail that someone has reached the page and we check with our payment gateway whether there was a transaction declined or even recorded. Most of the time there is no transaction recorded and since it works on our side (as well as with most of our customers fortunately) we thought it might have to do with the connection at that particular time.

So I am not quite sure what to do. It's not that big of a deal yet but we of course hate every sale to go to anybody else if we can avoid it.

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