Outside of US Order Not Showing

[sellmethemoney]

Hello,

We are trying to reconcile our Shopsite orders with the bank statement and we cannot find an order in Shopsite that was paid in Saudi Arabia.

We do not sell material items. They pay us annual membership fees. We enabled all the countries we have clients at in Commerce Setup > State and Countries. We also added a couple of extra States

- Outside US and Canada
- APO/FPO

For these international payments. This weekend someone living in Saudi Arabia paid their membership with a VISA and we got that payment in the bank. However, when we're trying to match up the payment to a Shopsite order we find out the order does not exists.

Is there a way to show it? Is there more to do for international orders? Again, we don't sell any tangible items, so we don't have to worry about fake orders. We just want to match our payments with their respective orders.

[loren_d_c]

What payment gateway are you using? It's possible that if you have extra fraud filters set up with your payment gateway, then the response your gateway sent back to ShopSite would not have indicated that the payment was fully cleared, and so it would nat have become an order in ShopSite. Check with your payment gateway and ask them if you have any extra filters set up for international purchases.

[sellmethemoney]

Hi Lauren, we have Orbital - Paymentech as our payment gateway. I forwarded your answer to the Finance dept. and hopefully they will be able to find out whether we have any extra fraud filters for international orders.

I'll post their findings as soon as I find out.

Thanks.

[sellmethemoney]

Hello again,

We talked with someone at Orbital - Paymentech and they confirmed they have no extra fraud filters of any kind on our account. They actually had the name of the person in question and it was confirmed this person paid at Dhahran Saudi Arabia because she's serving in the military.

The guy at Orbital told us the don't do anything special for overseas payments, so he doesn't know what happpened. The payment does show the confirmation number "########ShopSite" that all of our other payments done through Shopsite have.

The only other reason we're thinking why this could have failed is (as I stated in my original post) we decided to keep the State field in the billing info required. Therefore, we added those 2 fake state options:

- Outside US and Canada (which sets 2 blank spaces as its value) and
- APO/FPO (which sets 'APO' as the state)

Should I change these values to something else? The Orbital Paymenttech guy also told us to leave the country field blank because they only record it if it's a US, Canada, or UK payment. He also told us they have a feature they call Retry Logic, which basically can resend the confirmation info back to Shopsite, but he believes Shopsite doesn't support this feature. Is this true?

We enabled the other countries in ShopSite last week. This is the first order we get from overseas and we already have a problem. We need Shopsite to create the orders so we can match them with our payments. I had to generate a fake shopsite order in our tables for this payment so our reports could match. I don't want to think we'd have to do so everytime we get a payment from outside the US and Canada because that could potentially cause Finance errors if we manipulate the data like so.

Is there anything else that we should be doing differently?

Thanks for all your help.

[Jim]

Have you tried placing test orders using a payment type like COD and the foreign address to see if they come through?

If you have a ShopSite reference number for the order and you have access to the server where you store is located, look in the store's data/IP and/or data/moreIP directory to see if there is a file there that corresponds to that reference number. If there is post the full name of the file. The file could be an IP number.smb, iorder#####.new, iorder#####.bad, iorder######.done or something similar.

[sellmethemoney]

Hello,

I placed an order using COD and Saudi Arabia as the country and it showed up as a complete order.

I looked in the Data\IP and Data\MoreIP for that missing order, but I did not find anything for that missing record. There are 12 istats.####.new files and 12 matching iorder.####.done in the Data\IP for Nov. 6, which I'm asumming is for the 12 complete orders. We got 13 payments from the bank for that day.

Also, there's a SSMSB1289048791.1976 file created on Nov. 6 in both folders, but I can see in its data this file is nor that missing order because it has a different client name.