Problem with payment gateway

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by

Gerald

Hi there!

We have a problem with a payment gateway. As soon as a transaction is paid via this, the transaction is not referred to the affiliate partner. Without the gateway – using a different payment option – everything is fine. The Gateway is “Viveum” and we use a plugin from customweb to connect to it. They had a test-setting, in that everything worked as it should. Since going live, the problem occured.

Do you have an idea where the problem might be?

Thank you very much and best regards,

Gerald

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Comments

6 responses to “Problem with payment gateway”

  1. George Avatar
    George

    Hi Gerald,

    Perhaps we should have a look in your dashboard.
    Can you provide admin access to your site? Please take a full backup of your site and send the admin credentials to support at itthinx dot com alongside with a link to this topic.

    Kind regards,
    George

  2. Gerald Avatar
    Gerald

    Hi George,

    after the payment is done through viveum, the status of the order is completed. The standard status of a transaction is set to “pending” – might this cause a conflict? We just want to review the transaction before accepting it.

    Best regards,

    Gerald

  3. George Avatar
    George

    Hi Gerald,

    Sorry for the late response but my previous comment hasn’t been saved probably.

    Although to be honest, i haven’t used Viveum, try these below.

    Try using the WooCommerce Integration which is availiable under Affiliates>Settings>Integrations, use the configuration from the documentation and perform a test sale again.

    Also, after the payment is completed through Viveum, what is the status of the order in WooCommerce? Does it appear as completed or pending etc?

    Finally, make sure that all your plugins are up-to-date and if there is anything logged in the debug.log, share its contents in a pastebin for me to have a look.

    Kind regards,
    George

  4. Gerald Avatar
    Gerald

    Anything new regarding this problem?

  5. Gerald Avatar
    Gerald

    Hi George,

    thank you for your reply. Maybe I should have written with more detail. We use WordPress and the wordpress integration light. Actually the transaction should go to pending – this is what we configured. But what we get is a hit, when the guest or customer comes to our site but no transaction when he or she buys something. So we see, that a potential customer is coming from affiliate XY, but if something is bought the transaction is not referred to anyone – and yes, we did test that. Without the payment plugin (when we chose to pay per cheque for example) all is fine.

    Best regards,

    Gerald

  6. George Avatar
    George

    Hi Gerald,

    Do you get any referral recorded, even pending?
    I’m wondering if the only problem is that the referral status doesn’t change to accepted.
    You are using an e-commerce plugin?

    Kind regards,
    George

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