Debug Realex / Global Payments "pending payment" issue.
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Description
Experience Level: Expert
We are experiencing an intermittent issue with Realex Payments 1.1.0 (stable) Magento 1.9.x module. The developer is not helpful and the payment provider cannot provide a solution.
We are experiencing issues when our customers pass through the checkout, input their card details & transfer to the 3D Secure window. From here on the transaction is not complete and sits in our system as "pending payment" until we cancel and manually call them. This is very random and unexplained, nothing shows in log files why this may be happening and it is costing us a lot of money in lost sales. It does not happen every time as the exact same customer on the exact same machine can pass through successfully a second time.
The issue appears in hits, for some reason over a period of a few days it will deny nearly all and yet for the remainder of the week will be perfectly fine, we cannot explain it.
For reference we are running behind Sucuri firewall, I am unable to confirm if this relates to the issue.
We ideally require a certified Magento developer to resolve this issue ASAP.
We are experiencing issues when our customers pass through the checkout, input their card details & transfer to the 3D Secure window. From here on the transaction is not complete and sits in our system as "pending payment" until we cancel and manually call them. This is very random and unexplained, nothing shows in log files why this may be happening and it is costing us a lot of money in lost sales. It does not happen every time as the exact same customer on the exact same machine can pass through successfully a second time.
The issue appears in hits, for some reason over a period of a few days it will deny nearly all and yet for the remainder of the week will be perfectly fine, we cannot explain it.
For reference we are running behind Sucuri firewall, I am unable to confirm if this relates to the issue.
We ideally require a certified Magento developer to resolve this issue ASAP.
Daniel B.
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