posted on July 14, 2009 05:46:01 PM new
HELP! I think I finally found out WHY I have had NO sales!
It has come to my attention that my customers are encountering problems when going through the Vendio checkout process, including submitting payment via PayPal. So, I asked a few people to test shopping, checkout and payment processes for me today; one person encountered problems, while the other person did not. The problem encountered is stated below (taken from customer email): "OK so when I chose to check out; added my info; another window came up with a url of: https://sell.vendio.com/chkout/loading.html and it just says please wait while loading. But it never loads. On the other screen there is a paypal screen but I wasn’t sure why the whole vendio thing wasn’t loading so I didn’t complete it."
This dilemma has me perplexed and I do not know how to solve it. Since I do NOT sell on eBay, and I need to accept payments from my Vendio store as well as from other venues I sell on, I did not activate the PayPal Block Payment process, which the above weblink seems to be pointing to.
Is there something I am missing? I have IPN enabled, but is there something else I need to do?
posted on July 15, 2009 01:28:04 PM new
Thanks for your help Nathan. The problems occurred specifically with these 2 test orders: #2000203690, #2000203704 and with this actual sale order #2000174431. I did not receive any order confirmation notices for any of these orders, so I assume it's because the customer could not complete the check out process. Luckily the first 2 orders were just tests, but the last one was an actual sale and this is what alerted me that customers were having difficulty with the checkout process. There are other orders in my Sold Items Summary, but those are just more test orders, all of which went smoothly through the checkout process. BTW...all test orders have been marked cancelled. If you need any further info, let me know. Thanks.
I took a look at the orders, but I was unable to duplicate the problem. Do you know by any chance which browser was being used by the person who had the "https://sell.vendio.com/chkout/loading.html" page that never loaded? Also, do you know if this happens every time for that person, or only sometimes?
posted on July 16, 2009 08:25:25 AM new
I don't know the browser(s) used by my customers; my guess it's IE8 since that seems to be causing the most problems with everything these days. All I know is that the same error has happened multiple times to several different people, not just my testers. Losing a $4,500 sale is very frustrating, as you can imagine. I trust you will put in an order with your IT department to look into this dilemma further and correct any errors. If there is anything I can do to help, please let me know.
Please ask your testers what browsers and versions they used. Also ask your tester that had the problem if it happened every time, or only sometimes. Also confirm that it was possible to go through the checkout process, but the person was confused and did not complete the process because there was also an additional window with the URL "https://sell.vendio.com/chkout/loading.html". Please let us know.
posted on July 17, 2009 12:30:33 PM new
Email from tester states:
"I am using IE8. I did try the check out twice with the same window pop up that never loads. I did not complete the checkout in case something was amiss".
Thank you for the additional information. The pop-up that you are seeing is for the Webloyalty promotion, but I see that that promotion is currently turned off in your account. Have you made a change to this preference recently? (The pop-up should only happen if the Webloyalty promotion is active.)
posted on July 17, 2009 01:48:03 PM new
One of my testers did encounter the Web Loyalty program pop-up and she was able to close that pop-up page and continue with checkout without encountering any errors.
However, my other tester never encountered the WL program pop-up; she only saw the "waiting to load" page, which can be seen here: "https://sell.vendio.com/chkout/loading.html". As such, checkout was never completed.
After learning my customers were experiencing checkout problems, I have since turned off the Web Loyalty program.
Whether this program is active or not, do you think that is what's causing the chcekout problems?
That is unfortunately the way that the Webloyalty program works. Now that you have turned off the program, please let us know should you continue to have trouble with this going forward.
