I have a worrying problem on a clients site that I am looking into and I am wondering if their is a kind soul out there that can help.
The site has just moved to a new server and now when users try to order they get the below message:
Your payment failed
There was an error with your payment. Please try again.
Please continue shopping.
There are no error logs on the site that indicate a problem with the website or the payment gateway loading.
So.. I contacted Sage support who said:
I have checked your account and can see that alot of payments are failing due to timeouts on the payment pages (customers closing their browser windows are the most common cause of this). The second reason for failures is an invalid or error response to our status notification post, this message comes from your website and if we do not receive an “OK” message in reply to our status notification post we will fail the transaction. This is explained in more detail in the attached guide on page 16.
I think this can be removed from the equation:
(customers closing their browser windows are the most common cause of this).
So that leads me to the 2nd part…
Does anyone know if this is an easy fix? As I am helpless due to the fact my programmer who was dealing with this has now gone on holiday and the client needs this fixed.. like yesterday!