ezcards
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posted on August 7, 2009 01:53:42 PM new
Hi,
I received this email from a customer:
"Hello
I'm having trouble purchasing some cards from your website. Each time I go to Checkout, nothing happens. I don't think the problem is on my end.
What should I do?"
Can you tell me what the problems are with checkout? Does it have something to do with IE 8?
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NathanCS
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posted on August 7, 2009 03:14:57 PM new
Hello,
If there is an order number, please let us know the order number where your buyer is having trouble. Otherwise, please let us know the item(s) that they are trying to purchase. Do you know at what point in the checkout process this is happening? For example, is it immediately after they add an item to the cart and select to checkout?
Regards,
Nathan
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ezcards
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posted on August 7, 2009 07:13:24 PM new
Sorry but this is all new to me and I can't find an order number. I don't know much more about the problem other than what the customer said. I tried a test order myself and it worked but I chose money order as the payment method. This customer wanted to use paypal.
The customer emailed me and these are the items he wanted:
Qty: 1
1974 Topps Baseball Vintage Lot of 348 Cards BV $266 FREE SHIPPING
Price: $266.00 $78.99
Qty: 1
1977 Topps Baseball Vintage Lot of 200 Cards BV$60 FREE SHIPPING
Price: $60.00 $19.99
Qty: 1
1979 Topps Baseball Vintage NOLAN RYAN NM BV $5
Price: $5.00 $1.50
Qty: 4
1979 Topps Baseball Card Bubble Gum Wax Piece Un-opened
Price: $2.50
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NathanCS
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posted on August 8, 2009 09:41:56 AM new
Hello,
Could you please find out from the buyer at what point the checkout is not responsive? What is the last step that the buyer takes when the checkout is not responsive?
Regards,
Nathan
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ezcards
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posted on August 8, 2009 10:31:58 AM new
I will email the customer and ask him. I did get an email from him late yesterday...
"I was using Google Chrome the first time I tried to submit the order. When that failed I figured it was a browser issue. I then tried to submit the order using IE and when that did not work I figured it was the website. I am using 7.0...maybe that was part of the problem. If I think of anything else, I will let you know."
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ezcards
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posted on August 8, 2009 02:16:11 PM new
OK I have more info from my customer....
"I was able to add the items to the shopping cart without any problems. Once I hit "Proceed to Checkout", there was a very long wait while the browser was trying to load the next page. It never went to the checkout page but instead IE gave a message saying something about the webpage was lost or the internet connection was lost. Of course I was still connected to my network."
Hope this helps. I really don't feel comfortable promoting my store if customers are going to have problems in check out...Not to mention that if the customer did not email me I would not have known about the problem. As far as I can tell I don't see an abandoned shopping cart report or anything like that to give me hint that there was a problem.
Charlie
CornerStoreCollectibles.com
[ edited by ezcards on Aug 8, 2009 02:17 PM ]
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NathanCS
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posted on August 8, 2009 02:45:24 PM new
Hello Charlie,
Thank you for the additional information. I was unable to duplicate the problem, but I did notice a similar problem that might be related. I have escalated this to our engineering group, and we will let you know as soon as we hear back from them.
Regards,
Nathan
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ezcards
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posted on September 21, 2009 07:12:31 AM new
I decided to have another regular customer of mine make a purchase from my Vendio store. He said that he lost the internet connection several times when going thru checkout. He could not complete the purchase. He would have used paypal. He was trying to buy the "Maddux" baseball cards that I added to my inventory on the store.
I need to know that the store is working properly before I start to advertise it heavily.
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ChristopherCS
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posted on September 21, 2009 09:51:43 AM new
Hello,
When you refer to losing the internet connection, is that a reference to someone using a dialup modem connection - where they lost their connection to the internet while in the middle of the checkout process?
If so, that would definitely be problematic. While there can't be anything in the store that would be able to cause someone to lose their connection to the internet over a dialup modem - if you do lose your connection while trying to complete a checkout process, depending on the browser, the browser may time out and force you back to the beginning and lose any details you may have already entered.
Regards,
Chris
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ezcards
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posted on September 21, 2009 10:01:55 AM new
I just spoke to the customer. He was trying to use GOOGLE checkout NOT paypal as I had previously written. He said he was trying to make payment late last night(Early AM in Chicago). He uses IE 7 as a browser. I am pretty sure he uses a wireless connection from his laptop to his main computer and uses Comcast hi speed connection to the internet.
This is not much help but this is what was in his email "Charlie,
I tried 10 times to purchase the Greg Madux cards. Everytime I tried to checkout I would loose my internet connection."
This is a good customer of mine and I can work with him. He is willing to help me to debug this.
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ChristopherCS
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posted on September 21, 2009 11:36:37 AM new
Hello,
Im not sure there is anything you can debug really based on the stated problem. If you lose your connection to the internet, the browser can no longer function properly. When the connection comes back online again, if it really is dropping, depending on the browser some may time out and make you go back to a previous page (where in a secure checkout flow, that could force you back to the very beginning.)
There isn't anything you can do with the design or style of a webpage that would make it any more or less prone to problems one runs into when losing their internet connection (especially if already in the middle of the checkout flow.)
Regards,
Chris
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ezcards
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posted on September 21, 2009 04:18:55 PM new
Chris,
I am going to pass your message along to the customer. I think the only site that was dropping his internet connection was to the Vendio/Google checkout. Are you aware of any maintenance or downtime on the sites around 4 AM Chicago time that would possibly cause a time out?
Charlie
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ChristopherCS
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posted on September 21, 2009 04:38:23 PM new
Hello Charlie,
The page timing out and actually losing your connection to the internet would be different issues if that is in fact what happened (and more likely if on a wireless connection.)
If the page timed out it would more than likely be an issue with the site it was happening on moreso than an issue with the internet connection (easy to verify by simply trying to open another site at the same time, in another window.)
There were no scheduled outages last night here at Vendio. It is however possible that there was a delay in the connection going from the storefront checkout to Google to process payments, though currently there are no other reports of such issues logged.
Regards,
Chris
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ezcards
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posted on September 21, 2009 04:54:20 PM new
Thanks Chris,
I am going to ask my customer to retry the purchase. I will have him try to purchase using Google. If that fails then I will have him try to pay using paypal.
Charlie
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ezcards
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posted on September 23, 2009 09:50:31 AM new
Customer tried to pay again last night using google. He was not successful. Here is what is said "I tried to use google checkout again last night and had the same problems in trying to connect. The error message is cannot connect .Check with your provider."
Is there a way to test Google checkout?
In the past I have received 1 payment from Google.
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NathanCS
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posted on September 23, 2009 12:53:13 PM new
Hello Charlie,
Thank you for the additional information. Do you know by any chance at what point the buyer is getting this message? For example, is it immediately after clicking the Google Checkout button, or is he already at Google Checkout when the problem happens?
Regards,
Nathan
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kozersky
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posted on September 27, 2009 01:01:47 PM new
This is most likely the mesaage the customer received. The message usually is delivered when the page times out or is unavailable -
"This program cannot display the webpage
. Most likely causes:
. You are not connected to the Internet.
' The website is encountering problems.
. There might be a typing error in the address.
What you can try:
. Check your Internet connection. Try visiting another website to make sure you are connected.
. Retype the address.
. Go back to the previous page.
. More information
This problem can be caused by a variety of issues, including:
Internet connectivity has been lost.
The website is temporarily unavailable.
The Domain Name Server (DNS) is not reachable.
The Domain Name Server (DNS) does not have a listing for the website's domain."
Bill K-
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ezcards
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posted on September 27, 2009 07:41:03 PM new
Nathan,
Here is what the customer replied to your question...
"Here is the answer to the persons question:
is it immediately after clicking the Google Checkout button
Hope this helps."
He also said that he used Google to pay someone else and it went thru without a problem. I assume there is something wrong with my setup that causes the timeouts. I am sure my customer is not having internet connection problems to other sites.
Is there a good way for me to run a check of the Google checkout? I have had 1 successful payment so far thru Google but that is it.
Charlie
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ChristopherCS
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posted on September 28, 2009 11:13:18 AM new
Hello Charlie,
Yes, there is an easy way to test this. If you setup an item in your storefront to do a test purchase from, you can then click to buy it and click the button to go to Google Checkout to pay for the item and confirm if the issue your hearing about from this particular buyer is specific to their setup or in general with your storefront.
Regards,
Chris
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gysboutique1
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posted on September 30, 2009 12:10:33 AM new
oh my GOd
I just had 3 sales of 300 dollars phones , none of them could complete the checkout !!
like you said, the first page is fine but the second or PAYMENT PAGE does NOT LOAD AT ALL. I tried to make someone buy on my website to see what was wrong and he could not compete the payement, all the other buyers have complete checkouts with no problems and they even show in my orders page however NO PAYMENTS.
Hope you solve this soon, we canot afford losing such important sales.
Thanks
GM SHOP
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NathanCS
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posted on September 30, 2009 11:58:09 AM new
Hello,
Thank you for the additional information. This problem is for Google checkout (but not for Vendio checkout), is that correct? I noticed in your Vendio account preferences that your Google Merchant ID and Google Merchant Key are not currently present, and that is likely what is causing the problem. Please enter this information into your Vendio account by going to "Preferences" (at the top right of most pages in your Vendio account) --> select "Items" from the drop-down box at the top of the page --> fill in this information in the "Google Checkout" section. Please let us know should you continue to have trouble with this after making that change.
Regards,
Nathan
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ezcards
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posted on September 30, 2009 12:44:05 PM new
I set up an item to test with and I clicked on the google checkout box. It took me to the google sign on screen. I didn't complete the transaction but at least I could get to Google without timing out.
cornerstorecollectibles.com
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NathanCS
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posted on September 30, 2009 03:13:55 PM new
Hello,
Thank you for the update. It sounds like your Google Checkout is working for most buyers, but that there might still be a problem for some. At this point we would really need some more information to narrow down what is causing the problem. For example, if the buyer is able to go through Google Checkout when using a different browser, then that would point to a browser problem. It's also possible that there was a temporary problem that has now been resolved. If possible, could you please get us some more information from the buyer that is having the problem? The browser and version they are using, as well as whether or not they have the problem when using a different browser, would be helpful.
Regards,
Nathan
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ezcards
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posted on September 30, 2009 08:26:11 PM new
Nathan,
I have another item that he wants to purchase. I will set the item up for sale tomorrow and have the buyer make the purchase. I will let you know the specifics.
Thanks,
Charlie
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gysboutique1
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posted on October 1, 2009 11:29:09 PM new
Nathan thak u for your imput! sorry about the mix, customer service fixed it, but could you answer a question i have: Is the website set up for paypal payments automatically or I have to set something up too.
BEST REGARDS,
Giovanna
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NathanCS
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posted on October 2, 2009 10:05:36 AM new
Hello Giovanna,
In order to set your items to include PayPal as a payment option, you will need to add your PayPal email address details to the Payment Profile you are using. This can be done by going to "Items" --> "Profiles" --> select the profile to edit, and then select "PayPal" in the "Type" drop-down box, and add your PayPal email address in the "Account" box. I see that you have already done this with your Payment Profile, so you should be all set.
Regards,
Nathan
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supplyndemand
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posted on October 13, 2009 05:10:35 PM new
Vendio Store orders are NOTORIOUS for people not being able to successfully link to Paypal to pay for their orders and then they are not able to find their unpaid order, so they place the identical order again. This has been a problem for many years. I think it has to do with the Paypal page popping up in a separate window, and some people have pop-up blockers. Almost every single sale I make from my Vendio store has an identical unpaid order from the same buyer. This is a MAJOR problem for all Vendio store users, and even though I have been complaining about it for years, they are still not even aware that the problem exists. Why is it that a buyer can place an order, then go back to my store and not be able to find that unpaid order? This happened to me today in fact. The best solution would be to make that unpaid order FRONT AND CENTER when the buyer tries to place another identical order.
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ezcards
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posted on October 13, 2009 07:43:57 PM new
My buyer tried to pay me via Google checkout again and immediately lost the connection. He then went in and bought something at another site and used Google checkout successfully to make the new purchase. He has not responded to the browser question yet. I asked him to try to make the purchase using paypal from my vendio store.
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