Woocommerce orders failing due to duplicate C records being sent

  • Resolved iviollard

    (@iviollard)


    3 years, 4 months ago

    My site is up to date in all the right places but I’ve noticed that quite a few orders are failing. Having spoken to our payment provider (SagePay) they have told me that the failed orders (which say ACS and timeout errors) are failing as the transaction is sending a duplicated C Record for authorisation which causes the transaction to fail as the record has already been received but did not go through.

    Are there any thoughts on where to look to try and solve this? It’s starting to cost the business quite a bit of cash!

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support con

    (@conschneider)

    Engineer

    Hi there,

    failing as the transaction is sending a duplicated C Record for authorisation which causes the transaction to fail as the record has already been received

    Did Sagepay also provide some developer documentation for this? A C Record sounds specific to Sagepay.
    Also which plugin do you use to manage Sagepay payments?

    Kind regards,

    Thread Starter iviollard

    (@iviollard)

    No they didn’t provide anything, they were quite helpful in identifying this issue but told me to speak to the development team on the website…which is me!

    We use the ‘WooCommerce Opayo Payment Suite’ to manage payments. What’s odd is that the issue isn’t for every order so Opayo, which was Sagepay, wondered if it might have something to do with browser comptability but I think that there must an more tangible and solvable issue

    Plugin Support AW a11n

    (@slash1andy)

    Automattic Happiness Engineer

    Hey again!

    I would recommend contacting the folks that make the plugin you are using for Opayo. They would have more insight into how this might work, and what records the Opayo support team is referring to.

    We wouldn’t have that insight here into that, as we don’t make the plugin that integrates with Opayo.

    Hopefully that helps! Have a great one!

Viewing 3 replies - 1 through 3 (of 3 total)
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