Since the previous thread was closed (why?) I didn't get a chance to ask you... will we get the data back that was lost? Tech support was not able to give me a definitive answer. We lost the Credit Card information for several orders.

Sal

Hi Sal,

If your order editor says Unable to retrieve information at this time - then yes you will be able to get that back.

If it says error saving payment information, this means no you will not be able to get it back as it was not saved.

Joe

bummer

I can't believe this is still happening. Oh, and BTW, I did notice it myself but I didn't feel like .

Unfortunately, I can believe it.

Hi Everyone-

We certainly understand that this particular issue is frustrating, and we do everything we can to reduce this error from occurring. However, as will all things computer-based, this error will occur occasionally. Please rest assured that the security measures in place that can produce this error occasionally have a benefit that far outweighs the frustration it causes. There certainly are ways to reduce the effects of the problem. Please contact Tech Support to discuss these options.

Thanks

Brian

Sorry, but this is less than comforting when a sale is lost because of it. This system goes does frequently. Would you try to tell us the same thing if it were our storefronts going down?

Brian,

Can you please explain to all of us what this means:



This sounds very much like many other responses to issues that refer to "CISP" compliance. What EXACTLY are the benefits we gain by occaisonally losing important Credit Card information and have to potentially lose a sale or at least bother our customers to give us the info again (and appear very unprofessional in their eyes). What exactly do I gain by this? Please explain in detail.

Hi Purplekitty-

As long as you are using a real-time payment gateway, this will not cause you to lose sales. And the honest answer is these events such as site downs, and this issue, will occur no matter how hard we work to minimize them.



Hi Sal-

Honestly, no, I can not go into further detail, except to say that anything security related is in place to protect you and your customers against a wide variety of concerns. We have and do spend a great deal on time on making our software as secure as possible, and I can assure you that these types of measures are not only important to you, but to the entire e-commerce industry.

Thanks

Brian

Not to beat a dead horse, but - in various threads (all over these forums), we've heard about how the payment collection server has a backup... previous outages have been blamed on one server dying (before the backup was put in to place), both servers dying (once we had a backup), and the device which routes data between the two (to make the backup work). However, Joe said today:

"There was a brief outage of this information being stored due to the server having needed to be restarted."

Are we back to having just ONE payment server again? Did both have to be restarted? Were there never backup systems put into place? While I understand not discussing the design of your security architecture (for security reasons), that doesn't mean a basic flowchart of how you've setup redundancy would cause security concerns...

If you expect us to trust that you've done the best you can in regards to uptime/redundancy, providing some general information on how you've done that would make these down times easier to handle.