posted on July 15, 2009 04:21:44 AM new
We've had an ongoing issue since Saturday affecting ALL of our eBay and Vendio store sales. The issue involves UPS calculated shipping which returns an error message when using the Vendio shipping calculator, or more importantly, will not allow buyers to checkout if UPS is chosen as the carrier.
I reported this problem to Vendio support on Monday morning, but since have only gotten the standard "we're working on it" canned response.
After having to sign up for $6 to be able to use the phone support feature, I did receive a callback from Vendio support. The guy (Chris) was really nice, but said the problem was with some UPS changes made on the 11th and Vendio wasn't sure what to do about it.
I guess that's all true, but meanwhile, I'm losing hundreds of dollars a day in sales, and I've got 9 really pissed off people who've purchased through ebay, but can't checkout.
I kinda feel like since this isn't a widespread problem, no one really cares about it, and I wonder if my problem is getting any attention at all.
I guess 10 years as a customer and thousands of dollars in fees just doesn't rate our company as important enough to address the issue.
posted on July 15, 2009 07:57:48 AM new
I have been experiencing the same exact issue since Saturday. I submitted a support request on Sunday and received a response quickly from Nate W. saying they "expected functionality to be restored shortly". Since then I have posted several follow-ups with no reply from Vendio. I think this must be affecting everyone on Vendio using UPS calculated shipping, so why have they not posted an announcement about this? This is an extremely frustrating, time consuming and costly issue and for Vendio not to keep us informed is unconscionable.
It was good talking with you, but I didn't quite say we 'didn't know what to do' - just that I didn't have any further updates after we verified we still had our settings in place and setup correctly.
It does still appear to be a UPS issue unfortunately, but the engineers have already pushed some changes out this morning to work around this behavior for the time being - so please report back any new issues after 7AM this morning when the new changes were rolled out.
This issue did have the highest priority because of the effect it had on checkout for buyers, please let us know if there are any new reports of errors.
posted on July 15, 2009 09:21:07 AM new
just an update on the above, I was able to replicate this in my own account and have also worked with a few users over the phone this morning and confirmed that it is processing correctly now.
please let us know if this behavior changes though, as we weren't able to wait for UPS to fix the error and had to push some changes to make it work with the current issue (so if they did fix the inherent issue now, we may have to reverse those changes) - and we will continue to monitor this situation.
posted on July 15, 2009 09:44:38 AM new
Chis - you rock. A quick check shows everything to be working fine and back to normal.
Thanks for your help on the phone and here - I appreciate the updates. I wish the email support people would've kept us informed - (that's where the "canned" answer came from). Tell them you should be running that department!
posted on July 26, 2009 07:27:14 PM new
I attempted to launch one listing today & have Error 21915469: A domestic shipping service was not specified. I have usps priority calculated selected.
