Archive for the ‘Third Party Notices’ Category

Authorize.net Performance Issues 12/6

December 6, 2016

Important note for customers who use Authorize.net as the payment gateway.

Between 11:49am and 12:26pm today 12/6, Authorize.net had severe slowness and errors with their API calls which resulted in errors and time outs for customers who tried to process credit cards with Authorize.net.  As of 12:26pm Pacific time Authorize.net had resolved these issues.  We urge merchants who use Authorize.net to check your transactions in the Authorize.net portal from between 11:49am and 12:26pm pacific time on 12/6 for any duplicate orders or orders with payments that StoreSecured did not receive notice of.  Please note that during this time many attempts to charge customer credit cards were met with a timeout message or an error from Authorize.net and thus StoreSecured does not know the final status of those charges.

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Authorize.net Degraded Performance Issues 11/21

November 21, 2016

Important note for customers who use Authorize.net as the payment gateway.

Starting at 8:35am today Authorize.net had several issues with their API calls which resulted in errors and time outs for customers who tried to process credit cards with Authorize.net.  As of 1:27pm Pacific time Authorize.net had resolved these issues.  We urge merchants who use Authorize.net to check your transactions in the Authorize.net portal from between 8:35am and 1:27pm pacific time on 11/21 for any duplicate orders or orders with payments that StoreSecured did not receive notice of.  Please note that during this time many attempts to charge customer credit cards were met with a timeout message or an error from Authorize.net and thus StoreSecured does not know the final status of those charges.

For further information please see the Authorize.net status page at https://status.authorize.net or contact Authorize.net

Live Chat/Support Ticket Issues

January 29, 2016

The third party, desk.com, who provides both our live chat and support system has been having serious issues for the past 2 days.  We have expected it to be fixed relatively quickly but this is still an issue.  Because of these problems we cannot activate live chat and merchants cannot submit new support requests and may have problems with the admin logout as well since it attempts to log you out of the help system.

We expect a resolution shortly but all we can do is wait for them to correct it.  In the meantime if you have an issue and need to contact support please email us at support@storesecured.com

If you are getting an error message from desk.com when logging out of your store it can be ignored.

Important Information for BluePay users

May 26, 2015

The following is important only to our users who utilize the BluePay payment gateway.

Starting 5/20 transactions to BluePay were affected by a BluePay DDOS attack that caused BluePay to make some changes to their website to stop the attack. These changes caused our transaction processing with BluePay to break. Transactions were still sent to BluePay but all transactions were met with errors. BluePay has since resolved the issue and transactions are now processing as of approximately 12:30pm Pacific time today 5/26.

We recommend comparing transactions in your BluePay gateway account to your StoreSecured account during this time. There may be charges which BluePay approved but StoreSecured is not aware of. These would show as abandoned orders which you can manually complete. There may also be possible double charges if a customer tried many times to complete an order.

Authorize.net Currently Down

May 26, 2015

Authorize.net is currently experiencing transaction processing issues and no transactions are being accepted by them at this time.

Please note that this is an Authorize.net issue and not a StoreSecured issue. Authorize.net has posted on their status page at https://status.authorize.net/ and also on their twitter page that they are aware of the issue and are investigating.

Currently all transactions to Authorize.net are returning errors.

We recommend temporarily setting your gateway to None to manually capture credit card numbers if you are using the Authorize.net payment gateway until Authorize.net is able to resolve their issues.

This issue appears to have been on and off since approximately 12:30pm Pacific time today. We recommend double checking any orders done during this time.

If you have questions about your Authorize.net account or the status of this issue please refer to the Authorize.net status page or call the Authorize.net support line.

Current information on the Authorize.net Status page
Transaction Processing Outage
Update – We are currently still troubleshooting the issue. At this time, we have no estimated time frame for when a resolution will be in place.
May 26, 13:45 PDT

Investigating – We are currently experiencing an outage that is affecting transaction processing. We are working to resolve the issue as quickly as possible and apologize for any disruption.
May 26, 13:11 PDT

Authorize.net experiencing issues

October 8, 2014

Updated 5:00pm

As of 4:00pm Authorize.net has resolved their issue and we are no longer seeing errors reported for transactions.  Please double check your transactions from Authorize.net from between 2:18pm-4:00pm.

Original Post

We are currently experiencing issues with Authorize.net transactions.  All transactions sent to Authorize.net are being returned with an error message stating that the data is not yet ready.   We expect this issue will be resolved shortly by Authorize.net and transactions will resume as normal.  There is nothing that we can do at this time as this is an Authorize.net issue.  For now if you are using Authorize.net you may want to temporarily set your gateway to None to manually capture credit card numbers.

To temporarily change your gateway setup go to General–>Payment–>Gateway and select None from the drop down then hit save.

**Issues started at 2:18pm PST and were resolved by Authorize.net at approximately 4:00pm

Important Information for Maxmind MinFraud Users

June 24, 2013

If you are a StoreSecured merchant who is using the MaxMind Minfraud system please note that MaxMind will be discontinuing the use of the old Score field at the end of this year in favor of the newer Risk Score.  If you have not already done so please set your Risk Score rejection score within your store setup.  Note that the Risk Score has been present in our system for many years but most of our merchants are not yet using it.

Go to General–>Payments–>Fraud Control

Under the field Reject Risk Scores >= set your rejection score

Under the field Reject Fraud Scores >= set your score to 11 (to disregard)

Hit Save

Then go to your Maxmind account and make sure you are setup to use version 1.2

Please see this blog post from MaxMind for more information about the differences between score and risk score.

If you are not already using Maxmind I highly recommend it.  For only a few dollars a month it can help you decide the probability that an order is fraudulent.

PayPal Site Issues

January 28, 2013

PayPal is currently experiencing problems with their instant payment notification service.  This is the service which tells websites such as us that an order has been completed successfully and paid.  Without these notifications the order status is unknown and the order will sit in the abandoned status.  PayPal is posting status updates regarding this issue at the following url:

https://www.x.com/node/326838

According to PayPal the issue began January 27th at approximately 11:00pm PST and is still occurring.  They have indicated that once the issue is resolved they will try to send all of the missing IPN messages.  If PayPal is able to send the missing IPN messages once their issue is resolved all orders that were completed will automatically show as completed in the store.  I would highly recommend to all merchants to double check all of your PayPal orders for the day after PayPal resolves this issue to ensure that they were marked as completed.  PayPal does not have a good track record of sending all of the missing information after an error occurs.

If necessary you can manually complete any orders that are currently in the abandoned status which you have payment confirmation from PayPal or you can wait for PayPal to resolve this issue.  Please note that there is nothing that StoreSecured can do here except wait for PayPal to resolve the issue.  Please refer to the PayPal url above for further status updates on this issue.

 

Authorize.net Gateway Issues

May 1, 2012

We have been detecting sporadic issues with the Authorize.net payment gateway today 5/1.  Some merchants and/or customers are receiving errors during processing/crediting or capturing funds.  Please note that this is an Authorize.net issue and there is nothing that we can do at this time except to wait for them to correct it.

 

We are seeing errors from Authorize.net such as:

Server returned error information for request

The operation timed out

The connection with the server was reset

 

You can see the status update posted by Authorize.net at the following url: https://support.authorize.net/authkb/index?page=content&id=AL39

 

If you are an Authorize.net merchant you may wish to temporarily switch your payment gateway to no processor, this will simply capture your customers credit card numbers and you can manually process them later.  This will prevent customers from experiencing any of the above errors and you can re-enable the gateway later when they have the issue resolved.

Letter from Paypal, Re: Errors they had this morning

January 17, 2012

The following is an email received this morning from PayPal regarding errors that they experienced today.  Please note that recently PayPal has been experiencing some downtime and timeout issues and your customers may have had trouble checking out with PayPal.  We have received several impact emails from PayPal recently with this one stating the most severe impact, ie customers actually unable to checkout.  You can see other recent substantial impact notices from PayPal as well at https://www.x.com/developers/paypal/documentation-tools/site-status/pp-live

 

Email from PayPal below:

Subject: Resolved: Major Impact to Direct Payment API, Express Checkout, and PayPal APIs  – Jan 17 – Live Site

Body:

We experienced a system issue which may have affected Direct Payment, Express Checkout,  Virtual Terminal transactions and Website. During this time, some API calls may have failed with “10001-Internal Error”, Virtual Terminal transactions may have failed with “We can’t process your transaction right now. Try again later.” and PayPal users may have experienced “Sorry, your last action could not be completed” when attempting payments on the website. This issue has been resolved as of Jan 17, 6:49 AM PST (Jan 17, 2:49 PM GMT).