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Billing NOT Working

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Robert Gange

05 May, 2011 07:36 PM

Hi there,

I founded a start-up called Perfect800.com, and we have been using CG from the beginning. Initially, everything was going well, but recently we have had several potential customers turned away because our billing solution hasnt worked. The request to pay just times out and they have to re-submit, which still may not even fix the issue.

I had been so satisfied with CG initially that I have recommended it to others in the start-up space who have needed a similar solution. Now that we are facing this issue however, I am not so sure. What's worse is that my CTO tells me he filed a bug with you guys a couple of weeks ago and still hasnt received any assistance. This is obviously a super critical thing for both of us to get fixed, and hopefully we can remain as a satisfied CG customer who refers you more business.

Please respond as soon as you can so that we can move past this issue.

Robert

1. Support Staff 1 Posted by Marc Guyer on 05 May, 2011 08:10 PM

   

   Hi Robert -- I've attached you to the latest thread between me and Ryan. Here's a link to that discussion:

   https://cheddargetter.tenderapp.com/discussions/problems/449-3-cust...

   As you can see, I have been very quick to respond to his comments. However, together we have not been able to establish whether or not there is a problem here.

   The request to pay just times out and they have to re-submit, which still may not even fix the issue.

   This is not something we've heard from anyone until your post. We are not experiencing any unusually heavy load on the servers.

   This is obviously a super critical thing for both of us to get fixed, and hopefully we can remain as a satisfied CG customer who refers you more business.

   I certainly agree. I did take a moment to look at your account just now and noticed that you are currently on the free plan, which only includes capability to manage 20 customers. Your CG error log reflects the quantity of errors your app has been receiving from CG for that issue: https://cheddargetter.com/admin/report/errors. This could be why your app is timing out.

   An email is also sent to the account owner when the 20 customer limit is reached with the following content:

   Your current CheddarGetter plan (Free) allows 20 current customers. This limit has been reached. You must either upgrade your plan, cancel some of your customer subscriptions or delete some customers before you can add more customer subscriptions. You can upgrade your subscription to a plan which includes more customers here: https://cheddargetter.com/admin/billing

   Please let me know if we can help further. I certainly want to make sure that you remain happy and continue to recommend CG to the startup world. We love startups!

   • Edit

2. 2 Posted by Kevin Burns on 01 Jun, 2011 07:53 PM

   

   We are experiencing this same issue - where the request to pay just times out and the user has to re-submit, which sometimes works and sometimes doesn't. Even when the request works - it seems very slow!

   • Edit

3. Support Staff 3 Posted by Marc Guyer on 01 Jun, 2011 08:16 PM

   

   Hi Kevin -- Which API call are you using? Hosted pages?

   We're not seeing any timeout errors here so I'm not sure there's a problem with CG. If needed, I'd happy to turn on some debug logging on your account to see if we can find anything wrong.

   • Edit

4. 4 Posted by Kevin Burns on 01 Jun, 2011 08:40 PM

   

   Hi Marc,

   I am using the c# confer wrapper and it occurs in the CreateCustomer.

   CreateCustomer which uses: /customers/new/productCode/TABCORRAL

   Here is the code segment:

   string urlBase = "https://cheddargetter.com/xml";
                   string urlPath = string.Format("/customers/new/productCode/{0}", _ProductCode);
                   string postParams = string.Format(
                       "code={0}" +
                       "&firstName={1}" +
                       "&lastName={2}" +
                       "&email={3}" +
                       "&company={4}" +
                       "&subscription[planCode]={5}" +
                       "&subscription[ccFirstName]={6}" +
                       "&subscription[ccLastName]={7}" +
                       "&subscription[ccNumber]={8}" +
                       "&subscription[ccExpiration]={9}" +
                       "&subscription[ccCardCode]={10}" +
                       "&subscription[ccAddress]={11}" +
                       "&subscription[ccCity]={12}" +
                       "&subscription[ccState]={13}" +
                       "&subscription[ccZip]={14}",
                       HttpUtility.UrlEncode(customer.Code),
                       HttpUtility.UrlEncode(customer.FirstName),
                       HttpUtility.UrlEncode(customer.LastName),
                       HttpUtility.UrlEncode(customer.Email),
                       HttpUtility.UrlEncode(customer.Company),
                       HttpUtility.UrlEncode(customer.PlanCode.ToString().ToUpper()),
                       HttpUtility.UrlEncode(customer.CCFirstName),
                       HttpUtility.UrlEncode(customer.CCLastName),
                       HttpUtility.UrlEncode(customer.CCNumber),
                       HttpUtility.UrlEncode(customer.CCExpiration),
                       HttpUtility.UrlEncode(customer.CCCardCode),
                       HttpUtility.UrlEncode(customer.CCAddress),
                       HttpUtility.UrlEncode(customer.CCCity),
                       HttpUtility.UrlEncode(customer.CCState),
                       HttpUtility.UrlEncode(customer.CCZip));

                   string result = postRequest(urlBase, urlPath, postParams);

    
   When I catch the exception I get "The operation has timed out..."

   I have my breakpoint set on the PostRequest, and catch(webException ex)

   When I check the err.Messge it has "The operation has timed out..."

   Here is the exception handler

               catch (WebException ex)
               {
                   string result;
                   WebResponse responseX = (WebResponse)ex.Response;
                   using (StreamReader reader = new StreamReader(responseX.GetResponseStream()))
                   {
                       result = reader.ReadToEnd();
                       Stream strError = reader.BaseStream;
                       XDocument linqDoc = XDocument.Parse(result);

                       nextStep = false;
                       // Report Error to User
                       CGError err = new CGError();

                       XElement e = linqDoc.Root;

                       err.ID = (string)e.Attribute("id");
                       err.Code = (string)e.Attribute("code");
                       err.AuxCode = (string)e.Attribute("auxCode");
                       err.Message = (string)e.Value.ToString();
                       
                       Literal errMsg = ASPxRoundPanelPro.FindControl("ErrMsg") as Literal;
                       switch (err.AuxCode)
                       {
                           case "subscription[ccExpiration]:not_future":
                               errMsg.Text = "The credit card expiration date is not valid or the credit card has expired. Please check the expiration date of the credit card.";
                               break;
                           case "subscription[ccNumber]:creditcardChecksum":
                               errMsg.Text = "The credit card number is not valid. Please check the card number and try again.";
                               break;
                           case "5000":
                               errMsg.Text = "The transaction was declined. This usually occurs when the transaction is a duplicate charge. ";
                               break;
                           case "5001":
                               errMsg.Text = "The credit card number is not valid. Please check the card number and try again.";
                               break;
                           case "5002":
                               errMsg.Text = "The credit card expiration date is invalid. Please check the expiration date and try the trnsaction again.";
                               break;
                           case "5003":
                               errMsg.Text = "We do not accept this credit card - we only accept Visa and Mastercard.";
                               break;
                           case "6000":
                               errMsg.Text = "The transaction was declined. Please confirm the credit card details. If they are correct please contact your credit card company.";
                               break;
                           case "6001":
                               errMsg.Text = "The transaction was declined - the zipcode provided does not match your billing zip code. Please check the zipcode and try again.";
                               break;
                           case "6002":
                               errMsg.Text = "The transaction was declined - the card code verification (security code) provided is incorrect.";
                               break;
                           default:
                               errMsg.Text = err.Message;
                               break;
                       }
                       return false;
                   }
               }

   Not sure if it is Cheddargetter - it could be Authorize.Net or god forbid something I am doing. I just know I just started seeing this problem - but ignorance is bliss and I haven't tested or used the system for a while.

   Thanks,

   Kevin

   • Edit

5. Support Staff 5 Posted by Marc Guyer on 01 Jun, 2011 09:26 PM

   

   Hi Kevin -- This could be a number of issues. The problem could even be outside of our control. It could simply be a communication issue, a network issue, a router somewhere down the line sporadically dropping packets, etc. Do you know how long the timeout is on your side (in the wrapper)? I've enabled debug logging on your account so I can see your full requests. If one times out again, note the exact time and let us know.

   • Edit

6. Dean closed this discussion on 16 Jan, 2013 08:02 PM.