Hi,

We have a problem with our checkout process and I need help diagnosing it.
When the customers click "go to checkout" they get to a page where they need to enter their billing address. Then they click "continue" (In this point we get an email for the order) and they get a new page where they need to choose between Visa / MasterCard (Worldpay), the rest (2CO) or PayPal. The Worldpay page is customized to look like our site, the 2CO is not (we use their default).

Last night four orders came but no payment.
One of the customer sent me an email and wrote that there is no place to write the shipping address (because he wants us to send the item not to his billing address) , so I guess he wanted to pay with Worldpay and they don't give this option.
The other three customers didn't even write me what was the problem.

When we worked with 2CO alone, it was very rare we got an order notification but not the payment. Since we added Worldpay it happened more than 7 times (in 10 days.)

Most of our customers are from the US. Do you think that when they get to the worldpay page and see the .co.uk in the end they get scared? Is Wordpay's system VERY sensitive and decline many orders? Do you think it is bad to let people choose 2CO or Worldpay and they click on both and don't understand why the payment pages look deferent? Since we added the Worldpay option we did not get ANY order with other cards than Visa or MasterCard which is strange...



Let me know what you think on this..

Originally posted by DavidIl
Hi,

Last night four orders came but no payment.
One of the customer sent me an email and wrote that there is no place to write the shipping address (because he wants us to send the item not to his billing address) , so I guess he wanted to pay with Worldpay and they don't give this option.


No, with worldpay the customer (or you prefill) the billing address only. If you want to take a different delivery address you do that on your end. Eg you ask delivery and billing, then prefill billing and send to Worldpay


The other three customers didn't even write me what was the problem.

When we worked with 2CO alone, it was very rare we got an order notification but not the payment. Since we added Worldpay it happened more than 7 times (in 10 days.)

Most of our customers are from the US. Do you think that when they get to the worldpay page and see the .co.uk in the end they get scared?

the worldpay payment page is .com, at least last time I looked

Is Wordpay's system VERY sensitive and decline many orders?

Shouldn't be, unless the user is entering bad information, but then you can get the failure sent back to you, so if that was the case you would see that. You should be able to check your CMS for that too


Do you think it is bad to let people choose 2CO or Worldpay and they click on both and don't understand why the payment pages look deferent? Since we added the Worldpay option we did not get ANY order with other cards than Visa or MasterCard which is strange...
Let me know what you think on this.. [/B]

Its hard to say without seeing the pages in question. But in general I hope its not a problem - I intend doing something similar too.

Not all declined orders show on the CMS, I think only the ones that actually went thru to the bank. Statistically I know that we had many problems like this with PaySystems, then when we moved to 2CO we had less, and now in the last 10 days as I said, almost half of the orders are problematic... I just don't know what to do. Was this a coincidence?