Sporadic error with customers checking out

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melodyKO New Member USA 56 Posts Pre-sales questions only (More Details...)	Posted - 05/01/2019 : 09:50:38 Hi - so my client's site has been working fine for a while. The past week we're getting about 30-40% of our customers having issues paying for their order online. One customer was using Microsoft Edge and the payment page was just blank. However, the rest (that I know of), after they click "checkout" they get a generic error that starts out "sorry this order cannot..." and they never get to the payment page. We use Paypal Payflow. Other customers can order just fine. I'm not even sure where to start investigating this as I can't replicate the issue. Thoughts? The website is lulubelletours.com
Andy ECT Moderator 95440 Posts	Posted - 05/01/2019 : 09:58:19 Hi Melody It's tough when it's intermittent- maybe you could look at the error logs and see if there any clues there. Andy Please feel free to review / rate our software
melodyKO New Member USA 56 Posts Pre-sales questions only (More Details...)	Posted - 05/01/2019 : 10:44:53 The only things that look out of character is thanks.asp page spits out the customer info in the url. Based on what I've been told - they never get the payment page - just the error. I can PM it to you if you wish but I don't want to post it publicly as it has sensitive information.
Andy ECT Moderator 95440 Posts	Posted - 05/01/2019 : 11:12:30 Having the order details in the thanks URL depends on whether the method uses GET or POST I believe so isn't a cause for concern here. What is the exact wording of the error? Andy Please feel free to review / rate our software
melodyKO New Member USA 56 Posts Pre-sales questions only (More Details...)	Posted - 05/02/2019 : 08:51:35 I believe it is the below error language: Sorry, there seemed to be an error ! If you need any help with your purchase, then please be sure to contact us. If you recall, we worked together back and forth via email on the PayPal payflow and changing things from GET and POST inside the PayPal settings. I haven't changed anything with the site since it's been working but it doesn't seem to appear to work for everyone.
Andy ECT Moderator 95440 Posts	Posted - 05/02/2019 : 09:04:40 I think the best way forward then would be to check the error logs after a failed order to see if anything is reported. Andy Please feel free to review / rate our software
melodyKO New Member USA 56 Posts Pre-sales questions only (More Details...)	Posted - 05/02/2019 : 09:13:33 I have but I don't see anything out of the ordinary. I also tried placing an order with the Edge browser and could not replicate the issue. :(
Andy ECT Moderator 95440 Posts	Posted - 05/02/2019 : 09:23:08 I think you'd need to check after a failed order, did you do that? Andy Please feel free to review / rate our software
melodyKO New Member USA 56 Posts Pre-sales questions only (More Details...)	Posted - 05/02/2019 : 09:40:43 Best I could do was match the time stamps of when they tried to place the order (in the admin section of the cart) and with the error logs on the server. That's how I saw the funky order details in the thanks.asp url.
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