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Need some strategies to determine Checkout Problem
Posted: Mon Oct 05, 2009 9:15 pm
by ZLA
Our abandoned basket report seems to show too many users abandoning their carts. We've also had some users call us to say they weren't able to complete the checkout process once they had entered their credit card information. For example there were two reports today:
1. One person complained that the checkout process kept looping back.
2. Another person said they entered their credit card information but it didn't do anything when submitted.
And if 2 called, then they probably represent at lease 10 who had problems.
Our OPC is customized though not a lot. Since this is somewhat intermittent and third hand, I'm looking for ways to better determine what may be going on. I've checked the error log and except for one possible match, all I see are the usual invalid viewstate errors.
I queried the database and found the following browser distribution for abandoned baskets where the user went to the checkout page:
Browser / Platform / Version / Count
AppleMAC-Safari Unknown 5.0 4
Firefox WinXP 3.0.14 1
Firefox WinXP 3.5.3 1
IE WinXP 6.0 2
IE WinNT 7.0 2
IE WinXP 7.0 2
IE WinNT 8.0 2
IE WinXP 8.0 4
It doesn't seem to be browser specific, but I know from some other websites that IE8 has issues with javascript popups. Has anyone had IE8 issues with the OPC?
I would really appreciate any suggestions. Our site has only been live for a few weeks now and I'd really like to get us back on track.
Thank you.
Re: Need some strategies to determine Checkout Problem
Posted: Tue Oct 06, 2009 3:28 am
by mazhar
There was a problem related to checkout for safari but fixed long ago for 7.0.2, have a look at following bug details
http://bugs.ablecommerce.com/show_bug.cgi?id=7597
Re: Need some strategies to determine Checkout Problem
Posted: Tue Oct 06, 2009 4:58 am
by ZLA
Thank you for the suggestion.
We running PLATFORM: ASP.NET, VERSION: 7.0.2, BUILD: 11659 and already have that file so it must be something else.
Other ideas?
Re: Need some strategies to determine Checkout Problem
Posted: Tue Oct 06, 2009 5:37 am
by jmestep
What payment gateway are you using? I get error emails from an Able 5 site saying that authorizenet hadn't responded in a timely manner.
What section of the OPC is using your custom code? CheckingOut, CheckedOut?
Are there any failure to checkout 100 times messages at the same time you are having problems? I ran across the post the other day where you and Logan were talking about @@Identity and triggers.
Is the maintenance routine running at the problem time?
Re: Need some strategies to determine Checkout Problem
Posted: Tue Oct 06, 2009 6:22 am
by ZLA
Thank you Judy for all the questions.
What payment gateway are you using? I get error emails from an Able 5 site saying that authorizenet hadn't responded in a timely manner.
- We are using Authorize.Net. Are these emails sent by default from 7.0.2 or is that only an AC 5 feature?
What section of the OPC is using your custom code? CheckingOut, CheckedOut?
- Instead of the sidebar multiple destination button, I added a third shipping option of Multiple destination. Selecting that doesn't display the payment options. A continue button is still shown but it redirects the user to the multi page checkout process. A user account is still required.
- I needed to call sections of code from CheckingOut and CheckedOut in two places so I moved those two sections into separate routines. Otherwise, there isn't any change in CheckingOut and CheckedOut.
- The customizations were to get the display of the address information (billing vs shipping, view vs edit, same as billing vs different vs multiple) to display correctly.
Are there any failure to checkout 100 times messages at the same time you are having problems? I ran across the post the other day where you and Logan were talking about @@Identity and triggers.
- No. Error log mainly just had the viewstate errors. My custom code doesn't create new identity records so the AC code won't fail.
Is the maintenance routine running at the problem time?
- We haven't set anything for maintenance. Days to Save / Expiry are all blank. Does that mean the maintenance routine isn't currently running? Or are there other maint routines that run even when those fields are blank?
- For the days to save anonymous users, what value do you use / recommend to keep the daatabase size down? For now, we'll keep everything to aid in our investigation but we should probably have it clean itself up.
I'm thinking I might want to write to the app log when the user clicks the continue / pay with credit card buttons just to see if I can track anything but I'm not sure that will help. Please let me know if you have any other ideas.
Regards and once again, thanks.
ZLA
Re: Need some strategies to determine Checkout Problem
Posted: Tue Oct 06, 2009 10:09 am
by jmestep
I think when the maintenance routine runs, it is written to the log. I think it is every hour by default and 7.0.3 handles it better.
Error emails- that wasn't custom in Able 5 either- I put code in the global.asax to send an email when there was an error.
Re: Need some strategies to determine Checkout Problem
Posted: Tue Oct 06, 2009 1:33 pm
by ZLA
Did you rethrow the error or is the Global.asax error handling the topmost level? I can't remember.
For the maintenance, is it the app log file or were you able to see it in the admin error log.
Thank you.
Re: Need some strategies to determine Checkout Problem
Posted: Wed Oct 07, 2009 4:09 am
by jmestep
I can't remember if the maintenance routine shows up in the error log. I know it is in the app.log.
Global.asax- no, I didn't throw it again. The code starts out like:
Code: Select all
Sub Application_Error(sender As Object, e As EventArgs)
Dim strError as String
Dim i as Integer
Dim ErrorInfo As Exception
strError = "Error in: " & Request.Path & vblf & "Url: " & Request.RawUrl & vblf & vblf
' Get the exception object for the last error message that occured.
ErrorInfo = Server.GetLastError().GetBaseException()
strError = strError & "Error Message: " & ErrorInfo.Message.ToString() & vblf & "Error Source: " & ErrorInfo.Source.ToString() & vblf & "Error Target Site: " & ErrorInfo.TargetSite.ToString() & vblf & vblf & "QueryString Data:" & vblf & "-----------------" & vblf
I am using the Elmah error handler on a couple of Able 7 sites and it can send an email or write to a database.
Re: Need some strategies to determine Checkout Problem
Posted: Wed Oct 07, 2009 4:43 am
by ZLA
Thank you.