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Handling Pending Payments
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RomanCart Team
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    Posted: 24 January 2012 at 5:24pm
Hi,

If your customer pays for an order, but your payment gateway either marks it as possible fraud (for you to confirm you will accept it on the payment gateway), or maybe you are authorizing the transaction but not settling it at the time of the order.

What would you expect the customer to see during the buying process?

Would you expect them to get a confirmation email? - Maybe a different type of email indicating the order is pending.

Would you release any digital goods?

Many Thanks
Support
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raineshoe View Drop Down
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Points: 1502 		Post Options Post Options   Thanks (0) Thanks(0)   Quote raineshoe Quote  Post ReplyReply Direct Link To This Post Posted: 24 January 2012 at 7:17pm
I've just had someone pay by echeck and that says its pending. The client does not get a confirmation e-mail so contacted us to ask if we had the order. It would be useful if a confirmation went out in this instance, but indicated very clearly that it was awaiting full payment.

I wouldn't release digital goods until payment was received.
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Red View Drop Down
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Points: 876 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Red Quote  Post ReplyReply Direct Link To This Post Posted: 24 January 2012 at 7:46pm
Yes we would expect them to receive a different email to the one for a paid item something along the lines of -

Your payment details have been securely submitted via our ******** Payment Gateway and will be processed once a series of security checks have been made. A confirmation that your payment has been accepted will follow shortly.

which allows time to check the payment and either accept or decline it.
The release of any digital goods should not be made until pending payments are confirmed as paid.
Red
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RomanCart Team
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Points: 10794 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Support Quote  Post ReplyReply Direct Link To This Post Posted: 24 January 2012 at 7:48pm
Hi,

A comprehensive email showing the items on the order or a simple note?

Many Thanks
Support
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Red View Drop Down
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We would like a comprehensive email showing the items on the order please
Red
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RomanCart Team
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Points: 10794 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Support Quote  Post ReplyReply Direct Link To This Post Posted: 24 January 2012 at 7:56pm
Hi,
That's for for e-cheque but how about if you were screening orders. e.g. Authorizing the card but not charging it until later.
In some cases you might cancel the transaction if you were unhappy with it's origin.

What would you expect the customer to get when they pay? The same email as for an e-Cheque or something different?

Or how about if it tripped fraud filters and you had to review whether you would accept it?

Many Thanks
Support
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Silent_Explorer View Drop Down
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Points: 1337 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Silent_Explorer Quote  Post ReplyReply Direct Link To This Post Posted: 24 January 2012 at 8:17pm
Hi Support,

Currently I send the following message manually when I receive a PayPal EC transaction which fails AVSADDR & AVSZIP validation:

Quote
Address Verification Failure Query for order ref: RC11360000

Dear Mr Smith,

Thank you for submitting the above order,

PayPal, our payment processing bank have flagged up a security alert to warn us that the address you've
entered on your order failed to match the cardholders address registered with the payment card issuing bank
so your order has been placed on hold while we conduct additional verification checks.

Could you please telephone our office during business hours from 01234 9876543
(the telephone number you quoted on your order) so the we can verify your number using
caller ID and discuss the card security issue.

In the meantime your order has been placed on hold awaiting your call,

I await your reply.

Note: if you require the goods to be despatched to a different address than the one registered with
your payment card issuing bank please submit a new order via our website using our normal checkout
method 'proceed to checkout' and we'll cancel your original PayPal transaction (our normal checkout method
will enable you to enter the cardholders address for security verification purposes and specify a separate
delivery address for the goods without the card processing bank triggering a security warning)

Thanking you in advance for your co-operation



I would be good if this message could be sent automatically if an order fails AVSADDR & AVSZIP validation although it's no problem to trigger it manually

Regards Nick G.
The Garage Door Spares & Automation Specialists - open your garage door at the press of a button !
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Red View Drop Down
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Points: 876 		Post Options Post Options   Thanks (0) Thanks(0)   Quote Red Quote  Post ReplyReply Direct Link To This Post Posted: 24 January 2012 at 8:57pm
Hi Support
My reply was to your first post "Handling Pending Payments" Rainshoe mentioned e-cheques
If the customer received an email that tells them card payment details have been received and are being processed with a confirmation that payment has been made to follow shortly, that should allow time to check the payment details for fraud and reject if you so wish (not sure if that would work for e-cheques as I am not sure how long e-cheques take prior to being marked as paid). At the moment if we reject a payment we use a custom status of "Paymet failed" that tells the customer that card security checks have failed and payment has not been accepted. When we accept a payment we also use another custom status of Payment Made which sends the customer the confirmation that the payment details have now been accepted and the payment has been made. If the payment gateway results once changed from Pending could trigger automatic emails to the customer for each result that would be ideal.
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rscass View Drop Down
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Points: 720 		Post Options Post Options   Thanks (0) Thanks(0)   Quote rscass Quote  Post ReplyReply Direct Link To This Post Posted: 25 January 2012 at 10:57am
Suspect you all know this anyway, but, if one is using payPal Pro, acceptance of echeques is NOT mandatory outside of eBay. You can switch them off somewhere which forces the customer to use a debit/credit card. Resolves many of the above issues :)
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raineshoe View Drop Down
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Points: 1502 		Post Options Post Options   Thanks (0) Thanks(0)   Quote raineshoe Quote  Post ReplyReply Direct Link To This Post Posted: 26 January 2012 at 7:21am
I don't mind e-cheques actually we only get them once in a blue moon too.
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