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If customer goes through checkout and gets to PayPal and is sent to failure page, how can I be notified what problem the customer experienced?

Thread began 8/31/2015 9:23 pm by JBWebWorks | Last modified 9/04/2015 1:17 pm by Ray Borduin | 600 views | 11 replies |

JBWebWorks

If customer goes through checkout and gets to PayPal and is sent to failure page, how can I be notified what problem the customer experienced?

I have had customers call saying they can't get past PayPal without failure. I don't know how many had problems but didn't call.

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Ray BorduinWebAssist

It is probably the old issue with "www." versus no "www." in the domain and being redirected back to the opposite one.

The best solution is to see if you get redirected back to the www or non-www version of the site after going to paypal and then update your .htaccess to make sure people are always on that version.

You can use this code to do it:
http://stackoverflow.com/questions/4916222/htaccess-how-to-force-www-in-a-generic-way

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JBWebWorks

Ray,
In the paypal account for this site, there is the place to tell paypal where to redirect if payment is successful, but i don't see a place to tell paypal where to redirect if transaction failed.
When testing and i get to paypal and click 'cancel and return to ', it goes to the cart and shows cart empty. Not sure if that is because checkout_failure page redirects to cart if empty? I changed that to stay on checkout_failure page but it still goes to the cart page.

If a person is trying to pay through paypal and the transaction fails, i want to be notified somehow from the checkout_failure page about that information. The customer name, email and error reason.
Can that be done?

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Ray BorduinWebAssist

The problem is that a site with "www." functions as an entirely different site as one without "www." in the front. So, since this is the issue causing the error in your case, it doesn't have access to the user data because they have gone to a different site.

Once you fix that problem, then the failure page should go to the same site and the form data would be accessible so you could add it to an email and send it to yourself.

First fix the www. issue like I referenced above and then you probably won't even have any errors to report.

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JBWebWorks

Thanks Ray,
I fixed that to be without www.
On the email sent to me from checkout_failure.php i used the trigger, eCart: drinkitz is not empty.

I tested by completing checkout and going to paypal and then clicking cancel and return to drinkitz.com which took me to the cart instead of checkout_failure.php. I manually went to checkout_failure.php and got error
Fatal error: Call to undefined function PP_ECO_Process_Result() in /home/drinkitzllc/public_html/webassist/email/waue_checkout_failure_1.php on line 60
which is my email to me and line 60 is $MailBody = $MailBody . (PP_ECO_Process_Result("Full Response"));

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JBWebWorks

I changed the PP_ECO_Process_Result("Full Response") to PP_ECO_Auth_Result("Full Response")
and i get this
2015-09-01T19:35:20ZSuccessb4782bd63451663.0000000EC-4EV32517237223534

What does that mean?

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Ray BorduinWebAssist

That means there was a successful transaction at some point. What is the URL of the site you are working on? I'll take a look and see if you have the .htaccess rule set up properly since that is the first step.

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JBWebWorks

site is www.drinkitz.com

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Ray BorduinWebAssist

Checkout worked for me. Cancel is supposed to take you to the cart and not failure. The failure page is for failed payments. If you want the cancel link to go to the failure page then you can update the url on the confirm.php page.

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JBWebWorks

Thanks Ray.
Cancel goes to cart which is what i want.

I think i have the checkout_failure page set to notify me by email if a payment fails. That is what my whole question is about so that i know when a person tried to buy our product and failed at paypal so we can contact them and try to rectify the problem, if possible.
I am attaching my checkout_failure page and the mail body of the email that should be generated by that page. If you see anything that is not correct, please let me know.

Thanks for your support!

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