[ic] Verisign, double, tripe charges, orders not going through IC

[Ron Phipps]

> From: interchange-users-admin@interchange.redhat.com
[mailto:interchange-
> users-admin@interchange.redhat.com] On Behalf Of mheins@redhat.com
> 
> Quoting Ron Phipps (rphipps@reliant-solutions.com):
> > Hello,
> >
> > We just launched the new CaseEtc.com two days ago and are now using
the
> > newest PGP and newest Verisign software.  This is to alert all of
those
> > using the Verisign program to double check their order reports and
> > verisign reports for double and triple charges as well as single
charges
> > where the order was not pushed through IC as valid.
> >
> > This problem occurs when the connection to Verisign's server times
out.
> > The verisign client will return a -12 as the result code.  The
Verisign
> > IC module interprets this has a failed charge.  However in this
> > situation the charge could be valid or it could be invalid.  The
reason
> > being is that the sales request is making it to Verisign and
Verisign is
> > processing the card for the amount passed.  However the IC server is
not
> > receiving the response back from Verisign so the IC server tells the
> > user to try again or call in their order.  The user then pushes the
> > checkout button again and this whole process can either repeat
(possibly
> > resulting in 3+ charges), or the order is successful resulting in
two
> > charges, or the user does not attempt again and walks away (we had
this
> > on two occasions, luckily they were repeat customers we have since
> > contacted).
> >
> > This problem did not happen in our test bed however it has happened
> > often on the live server up until this morning where all orders were
> > either successful the first time or declined for some other reason.
> >
> > I'm still contemplating how to fix the Verisign module and I'd like
to
> > hear form the community on which path I should take.
> >
> > One path is to check the return code of the Verisign client for a
'-12'
> > in this event immediately send out another verisign transaction with
a
> > void for the last transaction sent.  Then tell the user something
about
> > a communications error while processing the card, please try again.
This
> > would void the transaction IF it went through and allow the user to
> > process their order again.
> 
> This would seem to be a bug in the Verisign client and have nothing to
> do with Interchange. While you might be able to work around it by
doing
> some sort of return query to verify (i.e. query the txn_id upon
> receiving a -12) it is a very bad move on the part of their client. If
> something times out and their client can field that, it should never
> result in an entered transaction.
> 

We're assuming right now it's a bug in Verisign's software and have
reverted back to V2 in the meantime.  Since the downgrade we've
processed 3 orders and all have gone through on the first attempt
successfully.  We'll be bringing this to Verisign's attention to see how
they would like to handle the situation.  Thanks for everyone's input!

-Ron