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Checkout Process Failing

Thread began 11/03/2009 11:47 am by heather373214 | Last modified 11/09/2009 5:56 pm by Eric Mittman | 1295 views | 3 replies |

heather373214

Checkout Process Failing

We have had ongoing problems with the checkout procedure in our powerstore version 1. The store works when we test it, using ourselves as a registered user, but it seems that non-registered users are unable to process transactions.

We have different messages happening for customers...some get 'Cart is Empty' while others just keep getting 'kicked out' of the process and can not complete the transaction.

Because it is working when we try to checkout (we've used a PC and a Mac to test), we are unsure of how to even proceed to trouble shoot the problem.

Any help would be appreciated. The web site is www.kookiestationery.com.

Thanks

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Eric Mittman

The first thing that will need to be done to access what is going wrong is to reproduce the issue. Without first being able to reproduce the issue it will be extremely difficult to determine what may be wrong.

Based on what you are reporting it would seem that this is only occurring for non registered users, is that correct?

If so you should only be running tests without logging in or registering. If the cart is empty this indicates that the session has been cleared or that maybe the user got stopped when going to PayPal.

Do you know if the users experiencing this issue are trying to checkout with one method versus the other? This will help to pinpoint what the problem may be.

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heather373214

Hi Eric,

It does seem that the issues arise for both registered and unregistered users. We had an unregistered user receive the 'empty cart' message but also had a registered user try to process through paypal and they did not receive any confirmation or failure notice.

It is very difficult for me to test either circumstance as the process works to pay through both paypal and direct credit card when I test it?! We haven't had any successful paypal direct payments made for the life of the store, but when we contact paypal they test the site and say that it is working.

All of our successful transactions are direct credit card and from registered users.

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Eric Mittman

You should take a look at the URL's that you are using with the checkout. Make sure that they are consistent in how you reference the page, especially the redirect pages for PayPal. If you are not sending them back to the same domain that they came from the session could be lost and the cart emptied.

So if you are on thesite.com then the links for the return page should all start with thesite.com/. If you are using www in your site reference then the redirect URL must also have this www in it like this:

www.thesite.com/

If this is the issue you should also be able to reproduce it yourself by trying different variations of the domain when you begin shopping. If you are getting a number of users that are not able to complete the transaction then there must be something to it, we just need to figure out under what circumstances this is happening in order to come up with a solution.

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