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  • Problems Processing Donations

    I REALLY NEED HELP WITH THIS. I don't know what I have to do to get the customer service and support I need but I am extremely frustrated and have been let down by you guys.

    I am waiting to launch our new website and marketing efforts until these pending problems are resolved and the days continue to pass with no resolution. We are just getting off the ground and December is the peak month for donations, so we need all the help we can get and every day that passes is money that is lost.

    Here are two error messages that donors cannot get around and get repeatedly:

    - http://beaconofhope.org/donation-err...RefID=Donation
    (The basket is empty) there is an Item Name, Item ID, Reference ID, Quantity all selected by default as hidden inputs and the only thing that changes based on the program is the Tracker. This person also gets a prompt about displaying only secure content or all content, not sure if that plays any part

    - http://beaconofhope.org/donation-den...RefID=Donation (Denied) this person gets repeatedly denied using different cards and is sure that he is inputting all the information correctly

    - I would also like to know if the ability to process American Express has been added to my account

    Form: https://secure.beaconofhope.org/donation.shtml

    I would really appreciate some help with this!

  • #2
    Good day!

    Sorry but support cannot solve programming problems. Our support engineers solve issues with products and are not programmers. I hope you don't expect programmers to answer phone calls and try to debug everyone's code in real time? It is not only practical for anyone to debug a code while on a phone but in most cases impossible since there are so many programming languages and we don't know all of them. The purpose of the forum is to help with answering programming questions by our developers and others that may know the answer.

    Basket Empty

    Our API provides the answers and in this case the system is telling you what is wrong:

    "The basket is empty" means that Item name being passed on to us is blank.

    It is best if you post your response to https://verify.faas.cloud.clickandpledge.com and see all your parameters. Make sure the Item name and quantity are not blank. The error has nothing to do with Tracker- it simply means Item name is empty and the error message is stating the exact nature of the issue.

    Secure / Insecure warning:

    The warning about secure / insecure warning when visiting your page has to do with a redirect from our processor not being secure. Here is where the problem is with the warning:

    <!-- Determines the redirect for success, failure, and error -->
    <input type="hidden" name="OnSuccessUrl" id="OnSuccessUrl" value="http://beaconofhope.org/donation-confirmation.shtml" />
    <input type="hidden" name="OnDeclineUrl" id="OnDeclineUrl" value="http://beaconofhope.org/donation-denied.shtml" />
    <input type="hidden" name="OnErrorUrl" id="OnErrorUrl" value="http://beaconofhope.org/donation-error.shtml" />

    Your page is a secure page and the form posts to a secure processor but when we are redirecting we are posting it to http:// - I am sure you see the problem. All pages that are in this workflow have to be secure otherwise browsers will give a warning.

    The secure/insecure warning has nothing to do with the basket empty error. Your error has to do with a condition that does not post the item name with a valid quantity.

    AMEX:

    Your account shows AMEX is active and working.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      I really appreciate your help. I understand your point, but the lack of communication and delay in getting a response or help was frustrating since I had no idea as to the status of my request being attended to. I love Click & Pledge and remember times not too long ago when support operated differently and had better communication, and that is what I was used to. Point is that I am sure you guys are busy and growing, and I sure hope you are because what you offer is great! But a little communication goes a long way.

      Thanks again for your help with this and I was able to resolve all of my issues.

      As a note to anyone who might have a similar problem: I had all the correct information in the form (Item Name, Quantity, Unit Deductible, Item ID, Ref ID, etc.) but had some of it near the bottom of the form and it was not getting picked up by certain donors' browsers. I moved it up towards the top and this seems to have resolved the issue.

      Comment


      • #4
        I actually take that back. The problems keep on reoccurring with the "basket is empty" and "denied" responses. Can someone please help shed some light on this?

        Also, can you please point me in the direction of a developer that is proficient working with C&P?

        Thanks for your help.

        Comment


        • #5
          Good day!

          The issue is not C&P. The issue is your form and that you are not passing the variables you think you are passing.

          Simply create a copy of your form and post it on another page. Then change the POST URL to https://verify.faas.clickandpledge.com

          This allows you to debug without posting to Click & Pledge. Go through your form and see the variables you are posting. I assure you that you are missing Item name. If Item name is missing we give you basket empty error.

          As stated before we cannot debug third party programs for PCI reasons. We can help you see your errors but cannot program for you.
          Regards,
          Click & Pledge Support Department

          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

          Join us @ the educational webinars: https://clickandpledge.com/webinars/
          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

          Comment


          • #6
            Thanks, but that was already suggested in a previous reply here and I tried it and I am not missing the Item Name. Proof is that using the same form, I was posting donations just fine but then someone else tried donating from a different computer and got that error again.

            If you cannot offer any further help, can you please point me in the direction of a developer or some other person/company that would be able to further help me?

            Comment


            • #7
              Good day!

              We have copied your site and reviewed what we could and have tested it a great deal. Using our test plan nothing fails and it always works.

              In reviewing the HTML we have noticed the following:

              <select class="chzn-select" name="ItemName" id="ItemName" maxlength="40">
              <option value=""></option>
              <option data-link="images/img34.jpg" selected="selected" value="Where Most Needed">Where Most Needed</option>
              <option data-link="images/img35.png" value="Climb for the Future">Climb for the Future</option>
              <option data-link="images/img36.png" value="Happy Homes Project">Happy Homes Project</option>
              <option data-link="images/img39.png" value="Games for Change">Games for Change</option>
              </select>

              Line 298

              There is a blank OPTION with no value. Under what condition will that apply? Since we cannot possibly debug the JavaScripts you may be able to answer that faster. The ItemName has a blank option and if that is posted you will get the error. We have not been able to figure out why that will post.

              Any ideas?
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

              Comment


              • #8
                Thank you very much for pointing that out! I do think that may be the problem as some browsers (IE!) may pick that up when most others don't. I have eliminated that blank option and will ask the donor who was having trouble yesterday to try again and see if it works.

                I have no idea why that is like that because I just removed it and the JS still works fine. I am reworking that JS anyways.

                Thank you for this help and I will let you know if this solves it! Fingers crossed

                Comment


                • #9
                  I actually had the first test donor get that same error again. I guess the problem isn't solved after all. What should we do next?

                  Comment


                  • #10
                    Can you possibly ask the same donor to do the transaction again and do a screen shot of his screen?

                    You have a situation in your code that is causing this and debugging this is a bit hard considering the JS code is so involved.

                    We have tested this on our staging server connected to our test account and we can't duplicate it. Of course we have not tested every scenario possible. I assure you that Basket empty means you are sending us a blank "ItemName". That is the ONLY reason the basket empty error occurs.

                    Our test group will run a complete test of your page and we will post the result here once done.
                    Regards,
                    Click & Pledge Support Department

                    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                    Join us @ the educational webinars: https://clickandpledge.com/webinars/
                    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                    Comment


                    • #11
                      Good day!

                      Our test group did a complete test of the form you have developed and came up with the following analysis:
                      1. Your form is not compatible with IE 7 or any "Compatible View" of IE
                      2. Analysis of entries in various fields and the resulting response are as follows:


                      Beacon of Hope - Transaction failure scenarios
                      S.No Field Label Field Attribute Issues Error Message Remarks
                      1 Donation Amount UnitPrice field accepting "space" empty basket Our API doesn't accept "space"
                      field accepting "0" empty basket Our API doesn't accept "0"
                      field accepting "p" or any alphabetic and special characters empty basket Our API doesn't accept "alphabetic characters" for UnitPrice
                      field accepting "-5" or any special characters like ",-+\|/<>_!~`@#$%^&*() " empty basket Our API doesn't accept "special characters" for UnitPrice
                      2 Card Number CardNumber field accepting "space" Invalid Credit Card Information Our API doesn't accept "space"
                      field accepting "0" Invalid Credit Card Information Our API doesn't accept "0"
                      field accepting "p" or any alphabetic and special characters Invalid Credit Card Information Our API doesn't accept "alphabetic characters" for CardNumber
                      field accepting "-5" or any special characters like ",-+\|/<>_!~`@#$%^&*() " Invalid Credit Card Information Our API doesn't accept "special characters" for CardNumber
                      No Card type validation
                      3 Expiration Date ExpirationYear Includes year "2011" in the list Denied Past year and month are not acceptable by the API
                      4 Security Code Cvv2 field accepting "space"
                      field accepting "0"
                      field accepting "p" or any alphabetic and special characters
                      field accepting "-5" or any special characters like ",-+\|/<>_!~`@#$%^&*() "
                      Hope you find it useful. A few of the scenarios may very well justify the result you are getting. For example if the person enters $ sign in the amount field.
                      Regards,
                      Click & Pledge Support Department

                      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                      Join us @ the educational webinars: https://clickandpledge.com/webinars/
                      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                      Comment


                      • #12
                        Thank you so much for providing me with such a thorough response. It was very helpful! I addressed all of the transaction failure scenarios due to fields with additional JS validation.

                        What really interests me is how to make this form IE compatible. I think that is what is at the root of the errors I am encountering since these errors only occur on IE. How can I make my form IE compatible and put an end to this saga?

                        I made the Item Name totally independent of any JS in hopes of improving compatibility, but apparently that wasn't enough.

                        Now I have one donation page per program:
                        - https://secure.beaconofhope.org/donation.shtml
                        - https://secure.beaconofhope.org/game...donation.shtml
                        - https://secure.beaconofhope.org/happ...donation.shtml
                        - https://secure.beaconofhope.org/clim...donation.shtml

                        Comment


                        • #13
                          You had to ask the $1M question didn't you?

                          How to make your standard HTML form compatible with a non-standard following IE. How to make sure your form is compatible with version 6, 7, 8, 9, and 10 (OUCH!) of a browser that within its own release is not compatible with the older versions.

                          We spend a lot of time on this browser and I rather not say more. The problem is Microsoft embraces an open technology at the beginning and then starts changing it to fit its own methodology. It breaks every standard and makes it really hard for developers to maintain one unified code. Just so you know IE 10 breaks pretty much every site we have tested.

                          We use third party sites such as BrowserStack to quickly test for different versions of IE. Chrome, Firefox, and Opera are basically compatible with standards- we never have any issues with them. IE and Safari are the most problematic and the only way around them is to test test test and modify your code with adjustments to your scripts to behave differently if IE or Safari are used.

                          I wish I could be of more help and I sure hope I don't start a comment war about IE and browsers.
                          Regards,
                          Click & Pledge Support Department

                          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                          Join us @ the educational webinars: https://clickandpledge.com/webinars/
                          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                          Comment


                          • #14
                            I just had to ask. I was hoping there would be an easy an answer, even though deep down I knew there wouldn't be

                            I guess I'll get to it and give it my best shot, and hopefully have this debugged sooner rather than later! Thanks for the pointers and the BrowserStack reference.

                            I don't think there is any comment war to be had.. The feelings towards IE are pretty unanimous

                            Comment


                            • #15
                              Beacon,

                              I'm just another user waiting for support, and this may seem a silly suggestion, but I know that I get "The basket is empty" error when my test user does not choose a donation amount. Do you have the UnitPrice1 for the item listed? (When I went to your website, the name for the field was UnitPrice, not UnitPrice1)

                              ~ Amanda
                              Last edited by CarolinaTigerRescue; 12-27-2012, 02:37 PM. Reason: clarified the value of a field name

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