Incomplete Orders

Working on this with v4 vis a vis:
http://wiki.earlyimpact.com/productcart/orders_status#incomplete_orders

If the order is incomplete because the real time credit card payment gateway declined the transaction, are the various gateways set up to show that the card was declined and why under View Incomplete Orders? It does not seem like it is.

Trying to help a client figure out possible reasons for incomplete orders with v4 OPC, and having data on this would really help.

For example, we've tracked some folks who have added a lot of items to cart, enough to hit free shipping level (so shipping cost is ruled out as reason to abandon cart), and have got to almost the end where they entered a discount code (so all that was left was to put in CC info), and they still abandoned. Doesn't make sense unless their credit card was declined . . . but we can't see that info in the CP.

In this particular case, client is using Authorize.Net gateway, the most popular gateway.

earlyimp wrote: That information is not recorded at this time. It's a good idea for the future, although very time consuming to implement because each payment gateway is different.

Yeah, for sure. I've done this with my SecurePay integration and will do with the few other new gateway integrations I've got on my plate. Lot's of work to update all of the other gateways PC ships with. I totally understand that.

earlyimp wrote: To assume that the customer abandoned the shopping trip because their card was declined is not necessarily correct, though. The customer might have simply decided not to pull the trigger. It happens all the time.

Agreed, and we didn't assume that -- but it would be nice to have data that would eliminate that as a concern.

earlyimp wrote: With regard to Authorize.Net, one way to study this information is to review "Unsettled Transactions" daily, before they settle. You can view details on a declined transaction and see - for instance - if the decline was due to Address Verification filters that are too strict.

Agreed. It's not the easiest VT, but it's usable for this. Not all gateway VT's are, though. In any event, this would definitely be the right gateway to start this on.

Boy howdy, you are preaching to the choir here!

So many things to do, so little man-hours available to do them (well, in my case, a lot of woman-hours).

The information that could be logged here would really be invaluable. It takes so much effort for a merchant to get a customer to this point. That scenario I described ... that's when it becomes a real mystery vis a vis the data. Many interesting things could be revealed to merchant through the control panel this way.

Meanwhile, what say you could at last record info on declined Authorize.net transactions soon, maybe v4.1 as this is by far the most popular gateway. I built that in on SecurePay in 3.51+ and we are doing the same with some new gateways folks are contracting us to build in.

I also agree - incomplete transactions have been a major headache. The ability to log this up to the hand over to the gateway provider would be very useful. 

I can see other problems here.