Order declined messages

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4 years 6 months ago #318044

-- HikaShop version -- : 4.2.3
-- Joomla version -- : 3.9.18
-- PHP version -- : 7.2

When a customer submits their credit card info and for whatever the reason it is declined (no credit, entered the wrong info), the customer and admin receive the following:

1) The customer sees an error message on the website that says "The Cart is Empty"
2) The customer receives an email saying that "the status of your order No. {order number} has been changed to cancelled.
3) The admin receives an email saying that "the order is now cancelled. The subject line says "{order number} payment notification: payment cancelled"

FIRST:
This is very confusing and unclear, and is very poor UI/UX because the email messages are not correct. The order was not 'cancelled' — it was 'declined'.

SECOND:
It makes no sense at all that when a customer completes an order and they get a message on the website that their 'Cart is Empty' but in fact, their order was declined — that would tell me the customer that my order went through.

THIRD:
Is there a way to configure an view on the website for orders that are not completed. We have a thank you page but that only comes up when an order has been completed—how do we configure a page if an order is pending, cancelled, declined, etc.?

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4 years 6 months ago #318056

Hi,

1. The word "cancelled" is the status of the order. You can change the name of the statuses in the menu System>Order statuses, create new ones etc.

2. Make sure you have the "clean cart when order is" setting of the Hikashop configuration set to "confirmed" so that the cart is only cleared after the payment is valid. That way, if your payment plugin is done properly, when the payment is refused, you should be redirected back to your checkout with the cart still there.

3. You can create a new menu item of the type "HikaShop orders listing" via the Joomla menu manager. That will add a link to your menu for the customers to access their orders history, with the status of their orders, etc.

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4 years 6 months ago #318127

FIRST (EMAIL):
We changed the wording from 'canceled' to 'declined' — Hopefully the emails will have the correct wording now.

SECOND (WEBSITE):
The original problem still remains—when an order is ‘declined’ the website displays the error: "Message. The Cart is Empty" — This not the correct wording. It should read "Your Order was Declined"

THIRD:
So this can only be done with menu items? There isn’t a way to display status on a page view like the thank you page after a transaction has been completed? The customer would have to know to look under a menu item to find this out?

Thank you!

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4 years 6 months ago #318149

Hi,

2. So you're saying that even with the "clean cart when order is" setting of the Hikashop configuration set to "confirmed" you have that error message ? Then, I'm not sure why that would happen. Which payment plugin are you using ? If you use another one like PayPal, do you have the problem ?
Regarding that message, if you want to change it, you can surely use a translation override:
www.hikashop.com/download/languages.html#modify

3. There is already a link to the order details page on the default thank you page of HikaShop. But if you configured a personalized thank you page or if your payment plugin has its own thank you page, then you won't have it.

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4 years 6 months ago #318220

THIRD:
We created our own Thank You page because following a transaction we didn't get the default Hikashop Thank you page—we got a blank website. How do I get the default Hikashop thankyou page?

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Last edit: 4 years 6 months ago by dagroupinc.

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4 years 6 months ago #318239

Hi,

If you empty the "return URL" setting of your payment method (provided that your payment plugin is correctly written) it should normally direct to the default thank you page of HikaShop.

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4 years 6 months ago #318285

Can you provide me with the uRL so we can test that here?

Thanks!

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4 years 6 months ago #318292

Hi,

You mean the default return URL ?
It's index.php?option=com_hikashop&ctrl=checkout&task=after_end
Now normally, there is also the lang parameter and the Itemid parameter added when necessary but the value and necessity of these parameters depends on your setup, so I can't say.

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4 years 6 months ago #318342

We currently have a custom Thank You page on the website that a customer sees after they complete a transaction. However, I'm trying to display the default HikaShop Thank You page you refer to.

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4 years 6 months ago #318347

How did you configure that custom thank you page ?
Normally, it's done by entering the URL of that page in the "return URL" setting of your payment method.
So I would recommend to first check the settings of your payment method.
If it's not there, then I don't know. It might be in the code of the payment plugin or added as a view override of the checkout / after_end.php view file, or maybe something else I didn't think of.

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4 years 6 months ago #318411

Yes, we have entered the URL for the thank you page we created. What I want to see is the default Hikashop thank you page—what is the URL for that?

Originally when the Return URL Field was left blank we got a blank web page.

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4 years 6 months ago #318418

Normally, you should leave that field empty and it should display the default thank you page.
If that page is completely blank, then there is a fatal error and you need to activate the "debug mode" and "error reporting" settings of the Joomla configuration and look at the page again. You should then see the error message, explaining where the problem comes from.
If the page is not completely blank, but you just don't have anything in the main area, it indicates that your template is not displaying messages:
www.hikashop.com/support/documentation/6...issues.html#messages

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