Issues with checkout failing with Authorize - Intermittant

-- url of the page with the problem -- : www.tashatudorandfamily.com/checkout/checkout
-- HikaShop version -- : 3.6.4
-- Joomla version -- : 3.6.4
-- PHP version -- : 5.6
-- Browser(s) name and version -- : all
-- Error-message(debug-mod must be tuned on) -- : n/a

Hello,

Within tashatudorandfamily.com we have a checkout page that is having issues:

www.tashatudorandfamily.com/checkout/

Sales will go through on about 75-80% of orders but some sales never process and the customer is not taken to the thank you page. In the last two days, we had three customers contact us because they could not finalize their sale. Four other sales were completed with Authorize without any issue. I've logged into authorize but cannot see any evidence of the sales that did not go through. We are exploring all reasons for this in advance of the holiday weekend.

What I have troubleshot so far:

1. Making sure there is USPS and then manual shipping options that come into effect when packages exceed 108" or 70lbs.
2. Styling the page so it is user friendly as we were having a lot of user errors
3. Checking the payment log file to see if there are any issues recorded and there are not.

We'll be calling Authorize tomorrow to get their side of the story.

I have written to my server team to

" look at the access log of your apache web server for the payment notification URL of your payment gateway in order to see if your web server is receiving the payment notification and if so is there a problem with it."

The orders that did not go through are the following:

Brian Smith
"Subject: Re: New website

Hi Amy, I tried to order three items through the new Tasha Tudor & Family website last night (11/18/2016). I entered my credit card information, but it did not look like the order was accepted, but I was not sure. Are you able to see anything on your side?

Brian Smith"

{screenshot attached}

Then two more orders since then which we processed manually through Authorize and using Pay By Check on the checkout page. The customer had tried to do it online to start though. Both were on the 19th.

Order 1:
First name Deborah
Last name Weik

Order 2:
First name Linda
Last name Pulver

What other suggestions do you have for me?

Thanks for looking into this.

Warm Regards,

Dawn

Hello,

To follow up on my first email opening the ticket, Deborah Weik provided her credit card information and my client tried to run the order through the website, the shipping came up and all information including billing and shipping were entered correctly; however, when she tried to process the sale, it did not record or go through - instead the checkout page refreshed.

So she elected to click pay by check, then logged into the Authorize.net portal and processed the sale online without any issues using the same billing and shipping address. As you can imagine the customer and I are becoming very concerned about the stability of the checkout page. We need this to work prior to the holiday weekend.

Also keep in mind that over the last week we have processed over 50 sales via credit card "Authorize" without any issue, so the problem is inconsistant.

I have only made modifications to the check after_end and end files to make sure the client is taken directly to the Thank You page. There are no other modifications to the main checkout page.

Finally, there are no error messages on the page and the error reporting is on. Simply go to the checkout page and you'll see the error that nothing is in the cart.

Thanks,

Dawn

Hello,

3. Checking the payment log file to see if there are any issues recorded and there are not.

Can you also make sure that the "Debug" option is set to YES through your Authorize.net payment method configuration page ("Hikashop->System->Payment methods"), so that we can be sure that something will be written on your payment log if something happen.

Thank you.

Hello,

It seems that the issue is because customers have to click twice to pay - many become confused during this process. I understand this will be resolved with the release of Hikashop 3. I look forward to testing it out.

Best,

Dawn