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 Cart Timeouts Strange Decline Error Codes, any users seeing the same errors Im getting |
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 Mar 6 2009, 05:00 PM
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Group: Verified NS Member
Posts: 34
Joined: 4-September 08
Member No.: 2,289
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Id like to share a note I rec'd from my merchant gateway in regards to gateway/cart issues Ive been having with my NetSol site. Seems nobody has answers put I still pay full price, see email below:
Hello Ryan,
Callie passed your email on to me. I just wanted to send you a
quick note letting you know our diagnosis process. Our offices main goal is
monitoring and troubleshooting the payment gateway and the merchant account.
We have thousands of merchant accounts with hundreds of different shopping
carts/payment forms connected. The one thing that we can look into in a
case like this is the time it takes for a transaction to process through our
systems. In this case, we received and transmitted a response back to the
shopping cart in a bit over 1 seconds. In these cases, it is best for the
customer to get the shopping cart directly involved as they are the
communication vehicle for receiving an approval/decline back from the
processor and passing it on to the merchant.
Fault is not something that is easily determined at this point and I
would not want to put the blame on any one, but in order to figure out what
occurred on the front-end, it would start with the eCommerce provider. I
have spoken with Network Solutions a bit and their timeouts far exceed the
time, it appears, that it took for this transaction response.
We absolutely want to help solve this issue but we just don't have
access to your website in order to see the connection points and responses
like the Network Solutions eCommerce team.
Thank You,
Vince
Vince Arnoldi · Vice President of Operations
BankCardServices WORLDWIDE
(651) 768-5237 or (800) 838-9699 x237
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Mar 6 2009, 05:46 PM
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Group: Verified NS Member
Posts: 238
Joined: 24-October 08
From: Pittsburgh, PA
Member No.: 2,842
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QUOTE (ryanmfritz @ Mar 6 2009, 05:18 PM)  Id like to share a note I rec'd from my merchant gateway in regards to gateway/cart issues Ive been having with my NetSol site. Seems nobody has answers put I still pay full price, see email below:
Hello Ryan,
Callie passed your email on to me. I just wanted to send you a
quick note letting you know our diagnosis process. Our offices main goal is
monitoring and troubleshooting the payment gateway and the merchant account.
We have thousands of merchant accounts with hundreds of different shopping
carts/payment forms connected. The one thing that we can look into in a
case like this is the time it takes for a transaction to process through our
systems. In this case, we received and transmitted a response back to the
shopping cart in a bit over 1 seconds. In these cases, it is best for the
customer to get the shopping cart directly involved as they are the
communication vehicle for receiving an approval/decline back from the
processor and passing it on to the merchant.
Fault is not something that is easily determined at this point and I
would not want to put the blame on any one, but in order to figure out what
occurred on the front-end, it would start with the eCommerce provider. I
have spoken with Network Solutions a bit and their timeouts far exceed the
time, it appears, that it took for this transaction response.
We absolutely want to help solve this issue but we just don't have
access to your website in order to see the connection points and responses
like the Network Solutions eCommerce team.
Thank You,
Vince
Vince Arnoldi · Vice President of Operations
BankCardServices WORLDWIDE
(651) 768-5237 or (800) 838-9699 x237 I had this problem a few days ago and haven't heard back yet as to the cause, but in my situation the customer received error message MC_Unknown, probably timing out, and they ended up going to PayPal to pay.
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Mar 7 2009, 10:56 AM
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Group: Verified NS Member
Posts: 34
Joined: 4-September 08
Member No.: 2,289
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QUOTE (lynn44 @ Mar 6 2009, 07:04 PM) I had this problem a few days ago and haven't heard back yet as to the cause, but in my situation the customer received error message MC_Unknown, probably timing out, and they ended up going to PayPal to pay. Ive also had that same error code as well. I'd like to publicly remind Network Solutions and Bank Card Service that there are many e-commerce platforms and many merchant gateways out there to choose from. Please correct this problem, as I only continue to lose customers as these issues persist.
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Mar 8 2009, 08:20 AM
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Group: Verified NS Member
Posts: 838
Joined: 21-August 08
From: Parker Az
Member No.: 2,078
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See several declined from the past day, most say MC_unknown Error, contact support
This sure makes for happy customers!
Please get these issues fixed, in this day and age I dont think anyone can afford to lose one customer!
Including Netsol!
Dave
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Mar 8 2009, 08:56 AM
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Group: Verified NS Member
Posts: 34
Joined: 4-September 08
Member No.: 2,289
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The problem with this error code is that the DECLINED order usually still gets charged out to the customer. As a site owner one sees it as declined and doesnt realize the customers card has been charged. I wonder if network solutions is ready to be a main e-commerce player. Ive been a customer for years and Ive just begun to seriously consider switching platforms.
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Mar 8 2009, 09:25 AM
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Group: Verified NS Member
Posts: 116
Joined: 15-August 08
Member No.: 1,952
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We've been getting the unknown error as well, and the status shows declined. In going directly to the processor (USA epay), those declined orders are not there. It looks as though the shopping cart never completed the transaction. Some people tried a couple of times with the same results, while some orders made it through. We're losing sales and the confidence of our customers.
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Mar 8 2009, 08:08 PM
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Group: Verified NS Member
Posts: 228
Joined: 3-September 08
Member No.: 2,275
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SAME HERE,
We use usaEpay I got few orders toady that the customer tried to place the order 3-4 times:
they all declined by the cart:
Action / Status / Gateway Code / Gateway Response
authorize / Error / MC_UnknownError / Contact Support
This is not good, we are loosing too many sales
Nuriel
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Mar 8 2009, 08:11 PM
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Group: Verified NS Member
Posts: 34
Joined: 4-September 08
Member No.: 2,289
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Network Solutions, Chime in at any time...seems like serious issues in this parts of the e-commerce woods
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Mar 9 2009, 10:21 AM
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Group: Verified NS Member
Posts: 838
Joined: 21-August 08
From: Parker Az
Member No.: 2,078
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QUOTE (Nuriel @ Mar 8 2009, 06:26 PM) SAME HERE,
We use usaEpay I got few orders toady that the customer tried to place the order 3-4 times:
they all declined by the cart:
Action / Status / Gateway Code / Gateway Response
authorize / Error / MC_UnknownError / Contact Support
This is not good, we are loosing too many sales
Nuriel Same here
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Mar 9 2009, 11:23 AM
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Group: Verified NS Member
Posts: 69
Joined: 24-July 08
Member No.: 1,612
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Same problem with our cart. We use PayflowPro.
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Mar 9 2009, 11:25 AM
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Group: NetSol Staff
Posts: 142
Joined: 10-August 07
Member No.: 15
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Looks like we may have missed responding to this, due to it being posted in the SEO forum, moving it to the correct forum.
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Mar 9 2009, 11:36 AM
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Group: NetSol Staff
Posts: 142
Joined: 10-August 07
Member No.: 15
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Can we get some more information on the issue that prompted this response from your merchant gateway. Was the order declined on our end and accepted on their end, or was it the other way around? If it was declined on their end, do you have any info on the codes they sent. Even if you do not have the code info, can you tell us what you are seeing regarding this order in your merchant gateways interface? QUOTE (ryanmfritz @ Mar 6 2009, 05:18 PM) Id like to share a note I rec'd from my merchant gateway in regards to gateway/cart issues Ive been having with my NetSol site. Seems nobody has answers put I still pay full price, see email below:
Hello Ryan,
Callie passed your email on to me. I just wanted to send you a
quick note letting you know our diagnosis process. Our offices main goal is
monitoring and troubleshooting the payment gateway and the merchant account.
We have thousands of merchant accounts with hundreds of different shopping
carts/payment forms connected. The one thing that we can look into in a
case like this is the time it takes for a transaction to process through our
systems. In this case, we received and transmitted a response back to the
shopping cart in a bit over 1 seconds. In these cases, it is best for the
customer to get the shopping cart directly involved as they are the
communication vehicle for receiving an approval/decline back from the
processor and passing it on to the merchant.
Fault is not something that is easily determined at this point and I
would not want to put the blame on any one, but in order to figure out what
occurred on the front-end, it would start with the eCommerce provider. I
have spoken with Network Solutions a bit and their timeouts far exceed the
time, it appears, that it took for this transaction response.
We absolutely want to help solve this issue but we just don't have
access to your website in order to see the connection points and responses
like the Network Solutions eCommerce team.
Thank You,
Vince
Vince Arnoldi · Vice President of Operations
BankCardServices WORLDWIDE
(651) 768-5237 or (800) 838-9699 x237
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Mar 9 2009, 12:11 PM
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Group: Verified NS Member
Posts: 69
Joined: 24-July 08
Member No.: 1,612
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QUOTE (barb @ Mar 9 2009, 12:41 PM) Same problem with our cart. We use PayflowPro. Looks like our problems happened on Saturday 3/7. Today seems okay. Will continue to monitor.
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Mar 9 2009, 01:18 PM
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Group: Verified NS Member
Posts: 228
Joined: 3-September 08
Member No.: 2,275
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The orders are declining on the V7 cart side. It is being authorize on the gateway
Avs Result: Address: Match & 5 Digit Zip: Match
CVV2 Result: Match
V7 CART
Action / Status / Reason / Date / Gateway Code / Gateway Response
Authorize / Error / / 3/7/09 6:28 PM / MC_UnknownError / Contact Support
you can check on my cart these orders:
same customer:
77939 / 77940 /77941
another customer:
77936 / 77937 / 77938 & 77911 / 77912 / 77913
Thanks,
Nuriel
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Mar 9 2009, 01:29 PM
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Group: NetSol Staff
Posts: 142
Joined: 10-August 07
Member No.: 15
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It looks like all of these orders were placed on March 7th as well (specifically between about 3 and 6 pm), have you seen this happening since then? QUOTE (Nuriel @ Mar 9 2009, 01:36 PM) The orders are declining on the V7 cart side. It is being authorize on the gateway
Avs Result: Address: Match & 5 Digit Zip: Match
CVV2 Result: Match
V7 CART
Action / Status / Reason / Date / Gateway Code / Gateway Response
Authorize / Error / / 3/7/09 6:28 PM / MC_UnknownError / Contact Support
you can check on my cart these orders:
same customer:
77939 / 77940 /77941
another customer:
77936 / 77937 / 77938 & 77911 / 77912 / 77913
Thanks,
Nuriel
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Mar 9 2009, 04:35 PM
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Group: Verified NS Member
Posts: 228
Joined: 3-September 08
Member No.: 2,275
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No, I did not see any today!
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Mar 10 2009, 03:21 PM
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Group: Verified NS Member
Posts: 838
Joined: 21-August 08
From: Parker Az
Member No.: 2,078
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And Again today
$120.78 Authorize Error 3/7/09 2:16 PM MC_UnknownError Contact Support
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Mar 10 2009, 03:23 PM
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QA
Group: Administrators
Posts: 1,864
Joined: 10-August 07
Member No.: 6
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QUOTE (ParkerYamaha @ Mar 10 2009, 03:39 PM) And Again today
$120.78 Authorize Error 3/7/09 2:16 PM MC_UnknownError Contact Support That is from March 7th
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Mar 10 2009, 04:17 PM
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Group: Verified NS Member
Posts: 838
Joined: 21-August 08
From: Parker Az
Member No.: 2,078
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OOPS-Sorry Dave
Thanks
Guess too long of days
Dave
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Mar 10 2009, 06:14 PM
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Group: Verified NS Member
Posts: 838
Joined: 21-August 08
From: Parker Az
Member No.: 2,078
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Here try these
71.06 Authorize Error 3/10/09 4:22 PM MC_UnknownError Contact Support
71.06 Authorize Error 3/10/09 4:24 PM MC_UnknownError Contact Support
$186.73 Authorize Error 3/10/09 4:00 PM MC_UnknownError Contact Support
$186.73 Authorize Error 3/10/09 3:59 PM MC_UnknownError Contact Support
Dave
PS Gateway shows these all ok, so they they made it one way and not back to the cart?
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Mar 10 2009, 07:27 PM
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Group: Verified NS Member
Posts: 34
Joined: 4-September 08
Member No.: 2,289
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QUOTE (MarkL - MC Tech @ Mar 9 2009, 12:54 PM) Can we get some more information on the issue that prompted this response from your merchant gateway. Was the order declined on our end and accepted on their end, or was it the other way around? If it was declined on their end, do you have any info on the codes they sent. Even if you do not have the code info, can you tell us what you are seeing regarding this order in your merchant gateways interface? It was the MC-Error.....code. I was told all communication was good from the cart, thru the gateway, but communicating back to the cart FAILED. To reiterate previous posts, losing customer confidence is not good OR paying for a service that doesnt work properly
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Mar 10 2009, 10:23 PM
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Group: Verified NS Member
Posts: 228
Joined: 3-September 08
Member No.: 2,275
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March 10
$25.90 Authorize Error 3/10/09 9:47 PM MC_UnknownError Contact Support
$30.75 Authorize Error 3/10/09 9:43 PM MC_UnknownError Contact Support
$30.75 Authorize Error 3/10/09 9:42 PM MC_UnknownError Contact Support
$30.75 Authorize Error 3/10/09 9:41 PM MC_UnknownError Contact Support
Nuriel
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Mar 11 2009, 07:57 AM
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Group: NetSol Staff
Posts: 142
Joined: 10-August 07
Member No.: 15
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Thanks for the additional info, looks to be an intermittent issue, so it may be tough to pin down. I will log a report with our developers, and hopefully we will get this resolved soon.
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Mar 16 2009, 04:08 PM
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Group: Verified NS Member
Posts: 838
Joined: 21-August 08
From: Parker Az
Member No.: 2,078
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HERE WE GO AGAIN!
$148.19 Authorize Error 3/16/09 1:33 PM MC_UnknownError Contact Support
$148.19 Authorize Error 3/16/09 1:31 PM MC_UnknownError Contact Support
$150.71 Authorize Error 3/16/09 12:02 PM MC_UnknownError Contact Support
$150.71 Authorize Error 3/16/09 12:01 PM MC_UnknownError Contact Support
$150.71 Authorize Error 3/16/09 12:00 PM MC_UnknownError Contact Support
Boy this sure makes for happy customers!
Since they get charged and an error code and then try again!
This "random" issue needs to be looked at further Netsol
You are really hurting us merchants and our customers.
We are using "your gateway!" So you must be able to find something!
Dave
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Mar 16 2009, 04:11 PM
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Group: NetSol Staff
Posts: 142
Joined: 10-August 07
Member No.: 15
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We are aware of the issues with this that occured today, but thanks for the further info. Our developers are working on this, and we will hopefully have the issue resolved soon.
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