bigskysales
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posted on May 24, 2010 10:37:44 AM new
hello, on checkout, get a security warning as to whether I want to view it in secure mode and if I click yes takes me to a vendio checkout page, not big skys checkout page. If I click on previous page on IE 8.0 Browser then I get the correct checkout page for Big Sky With the logo and look to the page.
This is kind of confusing to the customers as to where they will abandon the cart. Please advise on how to fix this.
Secondly: On the customer's invoice, it does not show the company logo in the logo area. Any idea how to fix this?
I appreciate any help you can give me. Thank you.
Margaret
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brown7556
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posted on May 24, 2010 11:37:17 AM new
The sales from my Vendio store have been better at times than my eBay store "Animal Gifts and Other Neat Stuff"
My problem is the customers fill out Vendio check-out and choose 'Paypal' and I lose them? One lady called me and then sent a check. She'd had a problem checking out.
Any suggestions?
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ezcards
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posted on May 24, 2010 12:47:18 PM new
I've had the same problems and I reported it to Vendio but they couldn't find out the problem...
My last two orders are sitting there. The customers filled in their names and address and I got a confirmation email from vendio saying I sold items. But there is no payment in paypal...
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ChristopherCS
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posted on May 24, 2010 12:59:33 PM new
Hello,
bigskysales - we are aware of the issue specifically with Internet Explorer 8 showing the security warning and are working to get it corrected as we speak.
For the issue your having with the logo, note that this logo is pulled from your Policy Profile where you do not have one setup yet. If you edit your policy profile to include a logo you can go back and re-print any invoice and your logo will then be included. (as you do have it setup properly in your preferences to do so.)
Regards,
Chris
[ edited by ChristopherCS on May 24, 2010 01:11 PM ]
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ChristopherCS
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posted on May 24, 2010 01:09:46 PM new
Hello brown7556
The biggest issue with taking PayPal at your Vendio storefront is that it does require the buyer to have a PayPal account in order to pay.
When your buyer clicks to 'Pay Now' in the checkout flow they are taken automatically to the PayPal login page (if they aren't already logged into PayPal) and once logged in all they have to do is click to 'submit funds' and they are done.
The problem is if the buyer doesn't actually have a PayPal account, or decides to leave the page and close out their browser after clicking to 'Pay Now' and being sent to the PayPal login window.
The only way to avoid non-paying buyers in the storefronts is to remove PayPal and Check/Money Order payment methods and switch to only taking direct credit card payments using the PayPal PayFlowPro gateway (if you call your PayPal rep they can set you up with one of these accounts) - where the transaction isn't complete until payment is collected in full. With PayPal your depending on the buyer actually clicking to submit the funds (and have a paypal account) much like with check and money order your counting on them actually sending it. We can collect their method of payment, but it's up to them at that point to actually submit the funds or send the MO/Check.
There are a number of buyers who still like being able to send checks/MO's so if your getting good sales as is im not sure I would change that, though you may want to consider simply adding the direct credit card payment option/method for buyers who need it.
Note that this information is for user brown7556 and may not apply to the Vendio storefront your using (bigskysales and ezcards are using a slightly different store system currently.)
Regards,
Chris
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ChristopherCS
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posted on May 24, 2010 01:10:35 PM new
Hello ezcards
Is the issue that someone selected to pay with PayPal and Vendio shows the item as being paid for, but you can't find the funds in your account - or is it an issue where they chose to pay with PayPal and just never submitted the funds? (where it isn't shown as being paid for in Vendio.)
Regards,
Chris
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ezcards
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posted on May 24, 2010 02:22:52 PM new
Hi Chris,
Thanks for the fast reply. You guys are great.
I'm not sure how to tell what the customer was doing as I don't have enough experience at this...
All I can tell you is that these are customers who made purchases with me on ebay and they paid with paypal. So they have accounts. I send all of my ebay customers a flyer highlighting my vendio products. Both of these customers came to my vendio store and added multiple items to their cart. Because I can see their address information I am assuming that they started the checkout process. I also received the email notice from vendio which tells me that I had sales. There is no payment in paypal that I can see so something happened.... I have emailed the customers but they have not responded yet...
The last time this happened I had a friend try to make a purchase from my store and pay with paypal.. He told me when he clicked on the paypal link he simply timed out... Of course this may not have anything to do with the current issue..
I wish I new how to better track what pages my customers were viewing and we need a much easier checkout process.....I would like to suggest that the checkout process be changed. If the customer is paying with paypal then we should not have to ask them to enter their name and address information, simply use the confirmed address in paypal. This would be a nice enhancement for the site...
Also can the customer create an account with me so once they enter their info it is saved?
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bigskysales
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posted on May 24, 2010 03:42:32 PM new
Chris, I can't upload a logo under policies. When I check the box for hosted and then hit upload nothing happens except for an error message. I've tried several times. I've tried both in IE 8.0 and in AOL browser and neither will work. Advise on what I can do. Thanks. Margaret
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ChristopherCS
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posted on May 24, 2010 04:47:24 PM new
Hello ezcards,
You can see what your buyers see no problem, using a few different options. You can place a test item in your store and buy it yourself using fake information - in addition to seeing exactly what your buyers are seeing when they click to 'Pay Now' during the checkout process.
To do so just go to your Orders page, click to view the Details for that order, then click the 'View Buyer Checkout' link. It takes you directly to PayPal, showing what items your going to pay for, with the PayPal login page just waiting for you to: 1. Login and 2. Click 'Submit Funds'.
If there is no payment in PayPal, then one or both of the above two steps were not completed. Take a look at the pages that they see, it'll make more sense.
Typically it's just going to be buyer remorse and not really an issue with checkout, which is where taking a direct credit card payment in the store itself (you can use either PayFlowPro from PayPal or the Authorize.net gateway for your store) helps a lot with cutting down on unpaid orders.
That said I think for yours that would be unlikely if all of your unpaid orders are from people who purchased from you previously via eBay, as the checkout system is the same.
Regards,
Chris
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ChristopherCS
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posted on May 24, 2010 05:00:56 PM new
Hello bigskysales
There may be an issue with the 'upload' button on that page. Try uploading an image into your image hosting page first, and set it as 'generally available' - then go back to that page and see if you can set this already uploaded image as your logo.
Please let us know the results of your efforts.
Regards,
Chris
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brown7556
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posted on May 24, 2010 08:45:59 PM new
Hi Chris,
Thanks for your quick response.
The order that paid by check had a 'payment reminder' icon available. When I sent the payment reminder to her with my home e-mail in it she responded she'd like to send a check.
I do send payment reminders from my own e-mail but I never get a response.
Sometimes the Vendio 'payment reminder' appears later. Is there any way the 'payment reminder' could always just be there in case the customer needs to be walked through the process.
Thanks gor your help.
Kay B
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ChristopherCS
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posted on May 25, 2010 04:34:44 PM new
Hello,
Regardless of payment method selected if the item is not yet marked as paid you can send the payment reminders from here
Regards,
Chris
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brown7556
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posted on May 25, 2010 05:44:53 PM new
Hi Chris,
Thank you,
I can't believe I've doing this for years and I've never used that function.
It took me just a few minutes to figure out that I check the the square and click on the remin with the green dollar sign.
Thanks again, Kay
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bigskysales
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posted on May 26, 2010 03:36:06 PM new
Hi Chris, Thanks for the instructions. I was able to place a logo on by entering the name of the jpg in the search bar. The only thing is that the logo is much too small to be effective.I did not see a function button to increase the size. I'm not using the logo in the store, so I cannot resize it in the Editor and see if that makes a difference. Any ideas?
thanks. Margaret
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NathanCS
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posted on May 26, 2010 04:03:43 PM new
Hello Margaret,
It is not possible to change the size in which the logo appears on the invoice, unfortunately. Do you perhaps have a simpler version of your logo that you could use there? (Where the logo would still be clear in a smaller size.)
Regards,
Nathan
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bigskysales
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posted on May 29, 2010 10:12:48 AM new
Hi Chris, I got a small pic on there now.
re: the checkout problem. I used Firefox and I don't get the warning as in IE but it does not show BigSkys checkout page only Vendio. If I delete the item and then add an item to cart then it does come up with my checkout page not Vendio. Why is this happening? I thought the problem was only with IE. Could you please advise the engineers to look into this. Thanks for your all your help. margaret
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chandler01
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posted on May 29, 2010 10:40:11 AM new
Hi Chris. I'm also getting the Vendio checkout page instead of our Skycovers checkout page in Firefox.
Also, I've noticed that the credit card verification or ID # is not being included in the process. This is in the new platform.
Secondly, I'm in the process of canceling my old Skycovers account of 10 yrs and just using the new platform store under user chandler01 hosted on our domain name.
I love the new set-up with the different choices of storefronts. Frankly, I was tired of waiting for us old timers to change over to the new platform.I went ahead and recreated the whole store(234 items)with a new look and feel. thanks, Chandler
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NathanCS
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posted on May 29, 2010 11:21:14 AM new
Hello Margaret,
Please let us know which method you used to show the Vendio Store on your own domain. There are a few different ways to do this, and it might be related to the option that you chose.
Hello Chandler,
Please also let us know which method you used to show the Vendio Store on your own domain.
In regards to the credit card verification number not being included, please create a new Authorize.net account in your Payment Profile, being sure to check the box for "CVV Required", and let us know should you continue to have trouble with this.
Regards,
Nathan
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chandler01
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posted on May 29, 2010 12:50:07 PM new
Nathan, I used the installer to install the store (php) on our domain hosted and registered with register.com.
I've taken care of the cvv code with new authnet account setup. thanks
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bigskysales
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posted on May 29, 2010 12:53:07 PM new
i used the php store installer also. The domain is registered and hosted by register.com.
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NathanCS
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posted on May 29, 2010 02:36:35 PM new
Hello,
Thank you for the additional information. I have asked our engineers to take a look, and we will let you know as soon as we hear back from them.
Regards,
Nathan
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chandler01
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posted on June 17, 2010 12:15:58 PM new
Hello. any news yet from the engineers on this problem. Please let me know. thanks
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NathanCS
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posted on June 18, 2010 09:17:24 AM new
Hello,
There are no updates yet, unfortunately. We will let you know as soon as more information is available.
Regards,
Nathan
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ramabele
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posted on June 28, 2010 08:10:31 AM new
I am following this discussion closely, as I am having checkout trouble.
At this time I have 3 customers who purchased and have not paid. 1 is an ebay newbie who probably gave up and I have had to use the Non-paying bidder (but I assume it was because of the difficult checkout process).
The other 2 made purchases yesterday, and both are experienced and should have paid immediately, but have yet to make the payment.
(and then I had one on Saturday who had no trouble it appears, and I received the payment fine)
I have tried to figure out what to do to make checkout a quick and easy experience, but, I would have to put up many TEST listings, and still, I think Vendio/Alibaba engineers could do a much better job and quicker too, then me ...I'm afraid I have just checked or unchecked something in my account that is now making the customer even MORE confursed!
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ChristopherCS
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posted on June 28, 2010 09:42:48 AM new
Hello ramabele,
The item from the 10th shows the buyer did check out, choose PayPal as their payment method but simply failed to submit the funds yet.
For the two users that just won their items yesterday - these users have not yet come to the checkout system, it isn't that they did checkout and simply failed to pay.
Everything in your checkout details appear to be setup perfectly, your using the checkout redirect and don't have any items up and running on eBay that aren't tracked in your Vendio account.
For the two buyers that just won their items yesterday there doesn't appear to be anything that would keep them from being able to checkout, it's possible they simply haven't yet responded to the WBN from Vendio or eBay win confirmation (both of which would direct them into your checkout directly.)
Regards,
Chris
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ramabele
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posted on June 28, 2010 09:56:56 AM new
Thank you for your response Chris...however, as long as I receive emails and negative/positive feedbacks like the following:
"Hello!
Yes. I went to pay with play pal as normal ,after hitting the confirm button I was redirected to another page where I had to reconfirm and this happened no less than six times and then it redirected me back to the original playpal page,( where I started) to reconfirm ,at that point I almost gave up . If it started the cycle again ,I would have quite .The book is great ,The shipping was fast but going thru that payment process was frustrating."
I must ask you to help me FIX whatever this customer is complaining about!
I have to assume the rest of the non-paying/slow paying customers are having the same trouble!
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ChristopherCS
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posted on June 28, 2010 10:16:22 AM new
Hello,
That does sound like an issue in the payment part of the process, though from their wording it sounds like they were already at the point where they were at PayPal and getting stuck into a loop. If you have the item number for that issue we'd be happy to check into it for you further.
For the two buyers that won their item yesterday but haven't yet come to checkout - they wouldn't be effected by anything like the above report as they haven't yet tried to checkout to where they would be attempting payment yet.
Regards,
Chris
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chandler01
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posted on July 20, 2010 05:05:23 PM new
Hello Chris or Nathan,
Got another problem with checkout. When a customer places an item to cart and then tries to add another item,the cart clears and the first item disappears in IE 8.0.
I tested this myself, and sure enough it happens. I also tried it in Firefox and it did the same thing, then tried it again and it worked. Crazy isn't it.
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ChristopherCS
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posted on July 21, 2010 12:38:51 PM new
Hello,
Try checking your domain name from the Vendio address directly to see if you run into the same issue:
http://www.vendio.com/stores/Skycovers
It's possible, depending on how you set it up, that the method used to point your storefront to your custom domain name may be breaking some browsers ability to add multiple items to the shopping cart. This is especially true if you setup what is called a Frame Redirect.
Regards,
Chris
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bigskysales
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posted on July 27, 2010 08:37:42 AM new
hello,
I'm getting SuperChinaSeller's checkout page on checkout instead of bigskysales. Please have someone look into this. This is confusing to our customers. Thank you.
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