posted on December 21, 2012 10:08:08 AM new
I have sent a couple help request, but I do not think it is working properly, as I am not getting any response back.
I am having more than a few buyers not being able to complete there transactions. Each time I am able to contact them because they filled out the Name address area they are telling me that once they get the Shipping and Billing filled out and click continue they get an order confirmation and no way to input there CC to complete the transaction.
I have been asking which browser they were using and although it is not exclusive but most are having the problem with the Safari Browser.
We have our payments done through Autherize.net and have between 5 and 10 orders per day. Most go through with out any problems and it will work fine for a few days then a rash of this same problems appears.
Any Suggestions about what we can do to eliminate this?
posted on December 21, 2012 12:20:04 PM new
Hello Thomas,
I went through the checkout process for one of the items using Safari, however it worked for me without any problem. Is there any way that you could find out what version of Safari the buyers are using when they run into this problem?
Another thing you could try (only if you want to) is to select a different template for your Store. Currently you are using one of the older versions of our Store templates, which tend to have more problems than the newer versions of our templates.
posted on December 21, 2012 12:26:56 PM new
Thanks Yes I will start asking them about the version. I will also look into a new template for the store.
Not all the buyers are using Safari but I have noticed many of them are saying Safari.
You can also see many of the item with this problem as they are all on my new My Vendio page. All of those items have customer details filled out completely. I have actually contacted a few of them and yes the same issue. They thought I was suppose to contact them for payment info. I was able to save most of them so not to bad, just wanted a smoother path if possible.
posted on December 21, 2012 12:42:30 PM new
Hello Thomas,
Thank you for the additional information. If you can get the browser version it would be great -- should help us duplicate the problem.
If you would like to try a different template go to "Stores" --> "Templates" --> click on "Vendio" for the filter and select any of the templates *except* Analog, Citrus, Forest, Gold, Marble, Marine, Midnight, Mint, Misty Blue, Purple Maze, Redwood, Ruby, Silver, or any of the templates on page 4 (the last page of templates).
This isn't guaranteed to eliminate the problem, but it could possibly fix it for you. The above mentioned templates were created for an older version of our services and carried over to the current version of our services, while the other templates that are available were specifically created for the current version of our services.
Regards,
Nathan
[ edited by NathanCS on Dec 21, 2012 12:42 PM ]
posted on December 24, 2012 06:37:02 AM new
Hello Nathan. I made the changes you suggested, and I have gotten a few orders through without any problems, however I still have orders that are having the same problem. Here are two items on my last order
Vendio SKU 1336577367033
Vendio SKU 1336579664006
Both of these items have been purchased many times, so I do not think it is an issue with the listing.
My buyer is from California and filled out all the info, so I have to wait a bit to call them. I will try to find out what browser and version they are using and relay that back here for you.
The problem once again seems to be that after they fill out the shipping and billing info they are not given any option to pay. I do know that the box is quite small and maybe they are missing.
Here is what normally happens if the buyer gets through the shipping and billing info and they click continue and they get an order confirmation, Vendio also sends my the order confirmation. In this instance and many other I do not get the order confirmation, and would not know about the manual checkout unless I check, so this is how I am able to determine what happened and at which step it is happening.
Let me know what you find and I will update this thread when I get in touch with the buyer.
posted on December 24, 2012 08:45:01 AM new
I have now talked to the buyer and they explained the exact same problem as other buyers, and that is when they fill out the shipping and billing info then click continue they are not given any chance to input CC info to complete the order.
This buyer has IE 9 as a browser, and seemed fairly intelligent about how things work.
Anyway I saved the order but still would like to try and figure out how to get this working smoothly.
posted on December 26, 2012 02:11:15 PM new
Hello Thomas,
I suspect that this is happening when the buyer doesn't scroll down to the bottom of the invoice page. In this case because of the number of items and the length of the titles the buyer would need to scroll down before seeing the payment option.
Could you please check with your buyer the next time this happens to see if this is the case? You can send the buyer a link to their checkout by going to "Orders" --> "Sold Items" --> click the "Details" button for the order --> click "View Buyer Checkout" near the top left of the page and copy the checkout URL from your browser in order to provide it to the buyer.
posted on December 26, 2012 02:46:26 PM new
Hello Thomas,
I wanted to let you know that we think we have found the cause of the problem. If the buyer clicks "Pay Now" to continue the checkout process without checking the box to pay via credit card first, then the checkout completes without providing the option to make the payment. It is likely that this is what is happening with some of your buyers. We have asked our engineers to take a look, and will let you know once we hear back from them.
posted on December 26, 2012 04:34:36 PM new
Hello Nathan. Yes your last post does sound like what is happening. I now can recall the words Pay now from a few of them. Sorry I left that detail out. I will continue to ask about browser and version and also use the checkout detail page URL to complete these orders.
