ezcards
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posted on December 18, 2009 01:22:23 PM
Hi,
I have reported problems before with my customers not being able to complete checkout. Because of this I have not promoted my web site. From time to time I ask a customer to use the website for a purchase and I would have to say that checkout works sometimes and it sometimes it doesn't.
I can't tell you why. I can't tell you exactly what the customers are doing. I can tell you that something is wrong.
So... do you have a list of checkout problems that you are working to resolve? Are others having problems too?
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ChristopherCS
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posted on December 18, 2009 01:38:33 PM
Hello,
There are no currently known issues or problems completing the checkout process. If your still running into an issue, please let us know any details you have about it so we can check into it for you.
Sometimes if you setup a framed redirect from your domain registrar rather than use the hosted store option with the installer file we provide or the process to register a domain through the stores page directly - some registrar's frame redirect can break the shopping cart where you could run into a problem adding more than one item to your cart, but it wouldn't effect the actual checkout process.
Regards,
Chris
[ edited by ChristopherCS on Dec 18, 2009 01:39 PM ]
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ezcards
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posted on December 18, 2009 03:30:09 PM
The customer was trying to purchase 1 item that I specifically set up for him. He could not checkout. All he said was "Said that the checkout page could not be displayed. "
He was going to pay with paypal.
When I go into the system, I have no way to know that he was even on my site and tried to make a purchase. Am I missing something? How do I know if this hasn't happened to other people and I don't even know about it? If the customer did not tell me, I wouldn't know.
This is very frustrating and I can't run a business this way.
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ChristopherCS
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posted on December 18, 2009 04:05:13 PM
Hello,
We should be able to help you test this further. What step in the process were they at when this happened, did they already go through the checkout process and were just clicking to pay at PayPal to complete the transaction?
Is this item still in your storefront? If so let us know which item it is. We can try purchasing it from a variety of browsers/versions to see if there are any issues with it.
Any details you can give us in terms of where the buyer was instructed to go to in order to complete this purchase, so that we can try the same steps - would obviously help in troubleshooting for any possible issues. If there is any problems in the checkout flow it should be easy to replicate.
Regards,
Chris
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ezcards
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posted on December 18, 2009 04:56:56 PM
I will be glad to ask the customer your questions. This happens to be a new customer so I don't want to bug him too much.
The item is in my store "185 PREMIUM BASEBALL CARD PACKS "
Charlie
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ChristopherCS
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posted on December 18, 2009 05:05:47 PM
Hello Charlie,
To confirm, the buyer was going to try and pay via PayPal correct?
So far I checked this item with FireFox 3.5 and IE8 and when choosing PayPal as the payment method it completed the checkout process and redirected to the PayPal login page without timing out. We will be happy to try some other browsers/versions and payment methods, but would like to confirm the payment method selected (as especially with Google checkout the process is much different.)
Regards,
Chris
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ezcards
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posted on December 18, 2009 05:07:30 PM
Customer added...
"I clicked on proceed to checkout or something like that. Then it took awhile and said page cannot be displayed. Not sure if it timed out or what. "
This same problem happened before to another customer of mine.. I did post it here. That was a good customer of mine and he was trying to use Google check out. He said the same thing....He lost the connection after it timed out..... It was a problem specific to my vendio store as he was able to pay others using google checkout... He was able to replicate the problem but I can't ask him to do it again as he is in the hospital right now.
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ezcards
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posted on December 18, 2009 05:10:05 PM
He was supposed to be using paypal when he got the problem... I just emailed him and asked him what version and what browser he was using. I will post it when he replies.
Thanks for the help. I would really like to get to the bottom of this.
Charlie
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ezcards
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posted on December 22, 2009 11:09:20 AM
Was there a way that I could have detected the problem? If the customer did not tell me I would not have known....
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ChristopherCS
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posted on December 22, 2009 01:12:27 PM
Hello,
If a buyer confirmed/placed an order and simply failed to submit the payment when finished - the order would appear in your 'awaiting payment' section of the Orders page.
If the transaction your referring to didn't show up even in your Orders page it's possible they didn't get to the point where they click to submit the funds. Knowing where in the process they are at when they run into an issue (if they do and if it isn't in your Orders page) would help troubleshoot it further.
The best course of action is of course testing the process with the most common setups to be sure there are no issues. Currently there are no known issues with any specific browsers/OS/software that would knowingly cause any problems in checkout, but it's certainly possible that a less commonly used setup could run into issues that have yet to be reported or tested previously. (like running outdated browsers and/or operating systems, perhaps something like Windows 98 and IE6 in combination.)
Regards,
Chris
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