Credit Card Processing too slow (people think their payment failed)

  • Resolved pierreDV

    (@pierredv)


    3 years, 5 months ago

    Hi,

    I’m encountering an issue with the Credit Card Processing. When people enter their card details and click “Order”, the screen becomes whitish and nothing happens for something like 15 seconds. There’s no loading, nothing but a still screen for 15 seconds or so.

    This time is way too much for many (if not most) people, who think there’s some kind of issue and try either reloading the page or leaving it.

    The easiest to solve that way would be to add a note under the credit card form like “Please don’t refresh the page while the transaction is processing” and that would do the trick for most people. How could I do that? Or is there a way to have a loading icon show up instead of just the opaque layer? So that people understand it’s not a bug, it’s just that it’s taking time to process.

    • This topic was modified 3 years, 5 months ago by pierreDV.
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @pierredv

    thank you for reaching out to us, we appreciate it.
    The situation where the delay is too big is known to us. We agree that the delay when activating the Credit Card option in the plugin takes too long before you can see the fields that need to be filled in. For this, we are suggesting having a loading animation inserted in the iFrame to avoid customers from refreshing the page or simply leaving.

    However, having said this, we have to explain that anything that is shown in the iFrame is controlled by PayPal and is not orchestrated by our plugin. This loading animation is something that PayPal needs to agree with and implement. For this we have a ticket open, to have this further discussed with them and see if they see the value of it to get implemented. I will add this thread to the ticket so that you get an update if anything related to this feature request is released.

    I hope this answers your question/request.
    Thanks again for reaching out.

    Kind regards,
    Joost

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hi @pierredv

    I was just recreating the issue you mentioned and for me when I pay via the PayPal Credit Card option and press the “Place Order” button, there is an animation showing that confirms that the system is working on the payment.

    If you do not get this, you might have another plugin or the theme avoiding this to show up. You might want to try to test while having other plugins deactivated and while activating the “Storefront” theme. If you find out any issues that we could improve on from our side, please let me know, so we can add them to our system for future development.

    Kind regards,
    Joost

    Thread Starter pierreDV

    (@pierredv)

    Thanks for your answer, Joost.

    I tried with another theme and indeed there’s a loading circle that appears after around 10 seconds. I’m using Avada, maybe it’s this theme which is not fully compatible?

    Plugin Support Syde Joost

    (@joostvandevijver)

    Hello @pierredv

    Yes, that would also be my guess. Can you please check with Avada if they have any solution for such a situation? Since this is a purely graphical issue, it will not be quickly be picked up by our developers.

    Kind regards,
    Joost

Viewing 4 replies - 1 through 4 (of 4 total)
  • The topic ‘Credit Card Processing too slow (people think their payment failed)’ is closed to new replies.