Accept Hosted Intermittent Missing Responses

[kschaller1979]

I know there's a few posts about this with no answers, but we've set up Accept Hosted in production. We've had zero issues receiving responses from the testing sandbox. However, in production, this is happening at least 12% of the time and causing our users to submit multiple duplicate payments before giving up. I've checked our server logs and there's no response being posted for these payments at all. Is there no logging for this on ANET servers? No re-try logic like the webhook endpoints have? The iFrameCommunicator is called on page load, but there's no communication that I'm aware of and definitely no POST to our return URL in these situations.

I've heard that there was supposed to be a new hosted payment page with updated JS but that was many years ago and nothing has changed. Yes, I'm also aware that I can set up Webhooks to be notified of payments (not in real-time) but that does nothing for the end user thinking the payment didn't go through and that they need to re-submit payment. It also means I have to recreate the session data (which is a lot) and duplicate the same post-payment logic if I were to get a successful notification from a webhook POST response. And I need to ignore the webhook notification if there was no issue at all with the payment response being returned by JS. There has to be a better solution than this.

[David0011]

---

@kschaller1979 wrote:

I know there's a few posts about this with no answers, but we've set up Accept Hosted in production. We've had zero issues receiving responses from the testing sandbox. However, in production, this is happening at least 12% of the time and causing our users to submit multiple duplicate payments before giving up. I've checked our server logs and there's no response being posted for these payments at all. Is there no logging for this on ANET servers? No re-try logic like the webhook endpoints have? The iFrameCommunicator is called on page load, but there's no communication that I'm aware of and definitely no POST to our return URL in these situations.

I've heard that there was supposed to be a new hosted payment page with updated JS but that was many years ago and nothing has changed. Yes, I'm also aware that I can set up Webhooks to be notified of payments (not in real-time) but that does nothing for the end user thinking the payment didn't go through and that they need to re-submit payment. It also means I have to recreate the session data (which is a lot) and duplicate the same post-payment logic if I were to get a successful notification from a webhook POST response. And I need to ignore the webhook notification if there was no issue at all with the payment response being returned by JS. There has to be a better solution than this.

It sounds incredibly frustrating to deal with intermittent response failures, especially when it leads to duplicate payments and a poor user experience. The lack of logging and retry mechanisms on ANET’s side makes troubleshooting even harder. Implementing Webhooks as a fallback might help, but as you said, it’s not a real-time solution for users. ANET should provide better visibility into failed responses and improve its hosted payment page with modernized JS and enhanced error handling. Have you tried reaching out to ANET support directly to escalate this issue?

---

[kschaller1979]

I have filled out a support request form about this but they haven't responded in a week. I have been working on a webhook solution in the meantime, though it does not fix that the payment page is stalled permanently. Since this is all client side, I can't figure out why the JS does not work for some users.