hello once again to all. I want to congratulate on a job well done in the recent past. Since moving to a tri-dedicated server, all of my problems relating to downtime and access have gone away! Although it does cost a bit more, the lost revenue from down time was greater than the cost of upgrading. We consider the tri-dedicated a basic cost of doing business.

One odd problem that we have been having consistently with payments since the upgrade to version 4.0 and 4.1 is Credit card payments- The customers swear that they enter credit card information and click checkout. The order comes in as a paypal payment that has not been paid. If the customer is a repeat, it is not a problem, as we just re-bill their CC. However, if it is a new customer, we have to notify them that the order did not go through. The conversion rate is less than 50% because customers either think that we are incompetent, or that the site is less than professional.

Has this happened to others? It only happens every few days, but these are valuable customers that we need to keep, and keep happy.

Thanks,

Janet
www.rollingpaperwarehouse.com
sales@rollingpaperwarehouse.com

This happens to us often...
They put their credit card info in and then see the space below for their email address for PayPal and they put it in the box because they think they have to, then it marks that as a PayPal payment and their credit card info is lost and they don't pay with PayPal, and it comes to us as unpaid.

We recently put a disclaimer next to the PayPal email box saying only enter your email address here if you're paying with PayPal.
I can't wait for the custom checkout to be ready.

I don't know if this is what your customers are doing, but we had the same experience with our customers using the paypal email box. We switched the order of payment methods, so paypal is first, then placed a red text note that this email is required for paypal only. It has basically stopped happening altogether since.

Hello everyone,

We have heard of this before. There is an option under the Pay Pal checkout that asks the customer to enter their email address. If they are not using Pay Pal but click that and enter their email address then it will select Pay Pal as their option for payment and not go through the gateway.

The best option is to customize the payment page and make sure the customers know the email address is soley for using Pay Pal on not a standard credit credit authorization. Another option would be change the order of how it is sorted on your payment page. So in other words, Authorize.net would be first as a payment option and Pay Pal would be second.


Let me know if that takes care of it.

We found it to be the exact opposite. If the cc payment method appears first and the email address is on the bottom of page, under paypal, customers often filled it in. With the paypal option first and the cc entry second this eliminated the problem.

This is how we have ours setup to look...

Please Select Your Payment Method:

* PayPal - By selecting this payment method, you will be redirected to the Paypal site to complete your transaction. If you do not complete the Paypal portion of the transaction, your payment will NOT be received.
Fill in the email address field below ONLY if you are making payment by Paypal.

Email Address:_______________________


* OnLine Credit Card - Pay By VISA, Mastercard, or American Express
Card Type: Mastercard Visa American Express
First Name On Card: Ex. John Q.
Last Name On Card: Ex. Public, Jr.
Card Number: _____________
Expiration Date: ________
CVV2 Code: (What is CVV2?)

Hope this helps. It was a strange problem and took a little while to figure out what was happening, but an easy fix once you know.

Thanks all for your help on this- I appreciate the assistance.

Janet