Missing Orders

[David Martin]

We have had several instances where a customer (several different ones
actually) has purchased an item in ShopSite from our store and we see the
transactions in VeriSign (it is billed to their card) but no order shows up
in ShopSite. When we review the transaction details within VeriSign
Manager, each instance appears to have a proper approval code. One issue
however is that the address verification fails, while the zip code
verification passes. (Note: on all good transactions, both the address and
the zip pass verification.)

The bottom line is that we see a dollar transaction occur, but since no
order shows up in ShopSite, we don't know what to send the customer!

Please help us!


David at Connections Skate Shop

and Loretta (sweetloret@aol.com)

[loren_d_c]

These orders are not missing, these orders were never completed because
you have your ShopSite VeriSign settings to reject the order in ShopSite
if VeriSign indicates that the AVS failed. Unfortunately, VeriSign
approves the transaction and THEN tells ShopSite that the AVS fails,
which is why the transaction shows up in your VeriSign account manager.
However, the shopper's order was not allowed to go through ShopSite so
the shopper should not be expecting any products. If you do not like the
way VeriSign does this, maybe you should consider switching to a gateway
like Authorize.net or some other gateway that does the AVS rejection on
their end before approving the transaction and sending back approval
codes to ShopSite. Or you could also turn of AVS rejection in your
ShopSite VeriSign settings.

-Loren



David Martin wrote:

We have had several instances where a customer (several different ones
actually) has purchased an item in ShopSite from our store and we see the
transactions in VeriSign (it is billed to their card) but no order shows up
in ShopSite. When we review the transaction details within VeriSign
Manager, each instance appears to have a proper approval code. One issue
however is that the address verification fails, while the zip code
verification passes. (Note: on all good transactions, both the address and
the zip pass verification.)

The bottom line is that we see a dollar transaction occur, but since no
order shows up in ShopSite, we don't know what to send the customer!

Please help us!


David at Connections Skate Shop

and Loretta (sweetloret@aol.com)