Announcement

Collapse
No announcement yet.

Lost all confidence with 3D Cart

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • Lost all confidence with 3D Cart

    For a while now our store has seen a huge increase in non completed orders. Looking into each non completed order sometimes would reveal an error message of "Product Not Available" or "Out of Stock" when customer goes to checkout, when I look I have sufficient quantities in stock.

    After working with tech support for months on this issue, it's never been resolved to my satisfaction, explanations as to why this occurs are weak, mostly blamed on customer error - ordering more than my in-stock quantity. I'm told to notify 3D Cart as soon as this happens so the developers can investigate the situation. 3D Cart, I cannot monitor my store 24x7x365.

    Yesterday a returning customer telephoned me to complete a purchase that was in the stores non completed orders from earlier in the day. I opened up the customers order, verified all the information as being correct, input the customers credit card information select Checkout - the page clears all the billing (credit card) information is gone. We try again, same end result.

    With the same customer on the telephone I try to place their order as a telephone order, follow all the steps, input the credit card information - select checkout - the page clears all the billing (credit card) information is gone. We try again, same end result. After 5 or 6 attempts the order finally processes. We look like a real professional organization when this occurs.

    A similar situation occurred on 8/29/13 this time the customer telephoned me to inform me upon entering her CC info and selecting checkout the screen went black all billing and credit card information disappeared. She tried a second time, this time going with PayPal. The customer was kind enough to advise me we have an issue and to ensure the order did not come thru twice. It did not.

    Of recent some of our distributors and manufactures have called to thank us for sending them the sale/customer because they could not complete the order with our store. Rough estimate $120K in lost sales in the past 90 days or so. One item alone was $91,800 sold by my distributor because the product was not available shown as out of stock. NO IT WAS NOT!

    I reopened my ticket #FOH-999-16707 at 10:55am EST today - left a voice message for the support specialist assisting in this issue - no response.

    Regrettable I need to move our cart elsewhere, I cannot afford the lost sales with 3D Cart!

    No Bryan, you have my contact information you contact me.
    ZuluTimeZone.com
    Time Well Spent

  • #2
    Is this problem reproducible, with one of your own credit cards?
    If so, test, eliminate variables, re-test, find the common denominator. See if the default checkout files have the same problem.

    If it is not reproducible then that is tough, but there has to be some common thread. You'll have to think like a computer.

    Comment


    • #3
      I reproduced the issue on my PC multiple times yesterday. Thinking like a computer? I cannot replicate OS, browsers, and other add-on's of my lost customers. I have to work with what I have. I cannot tell every customer to use the latest and greatest browser, flash or java version, AV solution etc.

      I have changed from default to multiple page CO, same issues, same error messages of Out of Stock or P.N.A. However I now have 2 documented cases of screens going blank at checkout within the last 3 weeks. Even the 3D staff has tried replicating orders to get the same wrong answer as to availability.

      This weekend I'm going to stress test the living daylights out of our cart and video record all of it. I have several people at several different regions using different systems and OS, recording their actions from start to finish and the stores reactions. I cannot believe 3D's excuse it's our customers fault. Only to show 3D Cart their shortcomings.

      At this point we're leaving 3D after almost 4 years. I have no faith left in 3D Cart's platform with all the issues were experiencing, how do you recover lost customers and sales? Were weeks away from folding the biz, I use to blame it on the economy, looks like I was barking up the wrong tree.

      I need to think like a businessman, I'm not getting the help I need with 3D, I will take my business elsewhere.
      ZuluTimeZone.com
      Time Well Spent

      Comment


      • #4
        I would certainly be checking the IP addys of the not completed orders. We get alot of them. 9 out of 10 are robots and the other 10% are window shoppers. How many of them ar registered customers?

        The biggest issue I see is that searching your keywords, you werent in the top 5 pages for any of them. While youll probably never get first page in the cut-throat market of watches, I would hope to find you at least in the top 5 pages.

        affordable watches, automatic watches, pilot watches, divers watches, watch deals, fashion accessory, on the wrist, zulu time, buy watches online, Insignum, Savoy, Squale, Sisu, Wryst, Azimuth, Android, NFW

        Comment


        • #5
          Originally posted by Ruppy View Post
          I would certainly be checking the IP addys of the not completed orders. We get alot of them. 9 out of 10 are robots and the other 10% are window shoppers. How many of them ar registered customers?

          The biggest issue I see is that searching your keywords, you werent in the top 5 pages for any of them. While youll probably never get first page in the cut-throat market of watches, I would hope to find you at least in the top 5 pages.
          I don't think it's incomplete orders that are the problem here. The problem is one I've seen on my store as well where the product IS available, but it shows as not available or out of stock. It's happened on my end as well, I can relate to that. Also checkout process where the billing info window clears and you can't process your payment. That I've not seen or had anyone call about, but I have seen the inventory count issue. Rank is not the problem on this post. Perhaps you meant to respond to a different post?

          Comment


          • #6
            Originally posted by Ruppy View Post
            I would certainly be checking the IP addys of the not completed orders. We get alot of them. 9 out of 10 are robots and the other 10% are window shoppers. How many of them ar registered customers?

            The biggest issue I see is that searching your keywords, you werent in the top 5 pages for any of them. While youll probably never get first page in the cut-throat market of watches, I would hope to find you at least in the top 5 pages.
            Registered customers = ALL!
            ZuluTimeZone.com
            Time Well Spent

            Comment


            • #7
              We have two stores one on 3dcart and other on prostores.
              We always get 2-3 calls a week from the 3dcart customers for checkout page not working.
              Most of the time it is older version of IE, once in a while safari or chrome.
              They problem they describe is as follows.
              They use ONE PAGE CHECKOUT, fill all the information and trying to pay by credit card( which is backend paypal virtual terminal). They confirm the order and then blank pages appears.
              Few customer complains that checkout page give error INVALID COUPON CODE. (But they never enter any coupon code).

              We have complained to 3dcart many times but they never able to reproduce the problem. One time 3dcart told us that it is due to modification in checkout page code that is resulting in incompatibility with older IE versions.
              But it looks this problem is expanded to other browsers also and we are getting higher number of calls.

              I have opened another ticket lets see what they reply now.

              Comment


              • #8
                I assure you all that 3dcart's developers are looking into the issue. In my experience, problems like this usually arise from one making alterations to their shopping cart code. Very few 3dcart users experience problems like this, and its seems as though each individual case is unique and different.
                If you have open support tickets, I encourage you all to follow up. If you need direct and immediate assistance, give us a call at 1-800-828-6650.
                Thanks,
                Bryan Shaw
                Community Manager at 3dcart

                Comment


                • #9
                  Originally posted by myshakamin View Post
                  We have two stores one on 3dcart and other on prostores.
                  We always get 2-3 calls a week from the 3dcart customers for checkout page not working.
                  Most of the time it is older version of IE, once in a while safari or chrome.
                  They problem they describe is as follows.
                  They use ONE PAGE CHECKOUT, fill all the information and trying to pay by credit card( which is backend paypal virtual terminal). They confirm the order and then blank pages appears.
                  Few customer complains that checkout page give error INVALID COUPON CODE. (But they never enter any coupon code).

                  We have complained to 3dcart many times but they never able to reproduce the problem. One time 3dcart told us that it is due to modification in checkout page code that is resulting in incompatibility with older IE versions.
                  But it looks this problem is expanded to other browsers also and we are getting higher number of calls.

                  I have opened another ticket lets see what they reply now.
                  FWIW, we have the exact same problem.

                  DaveW

                  Comment


                  • #10
                    We had intermittent problems getting shipping charges to show up today. We have not made any changes recently.
                    http://www.pack-secure.com

                    Packaging and Shipping Supply Specialists

                    Comment


                    • #11
                      I have also been having intermittent shipping charge issues for the last month. I have reported to 3dcart and they say it is not a problem!
                      Sue
                      Fabric Garden
                      fabricgarden.com.au

                      Comment


                      • #12
                        Is anyone using the 3dCart Address Verification app? It has caused problems and not allowed customers to checkout. Some have said the corrected addresses it offers are wrong. Furthermore if the customer uses PayPal and there is a different address offered by the app, the customer is not able to pay and may see a blank page.
                        Luxlife

                        Comment


                        • #13
                          Originally posted by Luxlife View Post
                          Is anyone using the 3dCart Address Verification app? It has caused problems and not allowed customers to checkout. Some have said the corrected addresses it offers are wrong. Furthermore if the customer uses PayPal and there is a different address offered by the app, the customer is not able to pay and may see a blank page.
                          Hi Luxlife,

                          Have you reported this to technical support? If you already did that, please provide a ticket number so I can look into that.

                          The address verification has a setting that allows the customer to ignore the address suggested and continue with the address they entered. If you have that enabled, any shopper having issues can still proceed to checkout by disregarding the suggestion.

                          Jimmy

                          Comment


                          • #14
                            Originally posted by Luxlife View Post
                            Is anyone using the 3dCart Address Verification app? It has caused problems and not allowed customers to checkout.
                            As I was reading this thread, I was thinking to myself that the address validation tool may be the problem. I have confirmed that it can halt checkouts, and I have submitted tickets for it.

                            In my case, the white box that would contain the address options pops up, but the contents are blank. It is impossible for the customer to progress beyond this point of the checkout process.
                            - Dean P. e-commerce and small business consulting

                            Comment


                            • #15
                              I have been having the same issues and then some...

                              My sales are about a quarter of where they should be for October/Nov, it's so disheartening. Besides shipping methods not showing, I have a slew of other issues. Credit card methods disappearing, site crashes, being kicked out of the cart after signing in, etc.... If people can't come on the site, stay on the site or checkout, I have no business. I have had email delays and failures for a month and a half with no real explanation from 3dcart. All these issues started early October. I have looked at a bunch of posts here from different people with some similar issues. 3dcart does nothing of course. Don't even know what to do anymore except to start looking for another cart. Anyone have any suggestions?

                              Comment

                              Working...
                              X