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Can't delete or modify status on Incomplete Orders now

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  • Can't delete or modify status on Incomplete Orders now

    Hi all,

    Noticed today (maybe somewhat late to the party...) that Incomplete Orders can no longer be deleted or modified. Asked 3D Support about it and they confirmed the change with the following email message:

    "Hello Dave,

    Order deletion is no longer available. Not Completed orders automatically hide from the cart after 30 days, and get deleted after 60.

    Alex S.
    3dcart Support Specialist"

    So inventory tied up in an Incomplete order will not be released back to available inventory for sixty days. Huh. This is not a good development for me since most of my items are sold from small lots (I rarely have more than a dozen of any item in stock, and often have only a piece or two).

    The ironic part of this whole thing is that I CAN delete a completed order (don't know why I would want to, but still...).

    The last response from Support was to tell me they weren't aware that an Incomplete Order could tie up inventory.

    This issue bugging anyone else, or am I just being noisy here?

    Dave

  • #2
    Hi Dave,
    Inventory is not affected until an order is completed, so you don't need to worry about inventory sitting on incomplete orders.
    ----------------------------
    Gonzalo Gil
    3dCart Support
    800-828-6650 x111

    Comment


    • #3
      Oh?


      Error Messages
      2/16/2013 6:37:30 PM Add to Cart Error NYS-1732 Personality Clear Sunglasses
      2/16/2013 6:36:35 PM Add to Cart Error NYS-1732 Personality Clear Sunglasses

      And here's the stock status:

      Current Stock 2

      Comment


      • #4
        I just visited your store, and added the item to the cart without any errors.

        NYS-1732 Personality Clear Sunglasses

        Is that the item you are referring to?
        ----------------------------
        Gonzalo Gil
        3dCart Support
        800-828-6650 x111

        Comment


        • #5
          can't delete not completed orders

          The problem i have had is, on multiple occasions i have had some sort of computer bot create up to 150 non complete orders overnight, when i get in in the morning, i verify that they are just spambot orders then check next to each one and delete them all at once. it will be a pain to have to go through each cart and empty each one seperately.

          Comment


          • #6
            Originally posted by Vance3iii View Post
            The problem i have had is, on multiple occasions i have had some sort of computer bot create up to 150 non complete orders overnight, when i get in in the morning, i verify that they are just spambot orders then check next to each one and delete them all at once. it will be a pain to have to go through each cart and empty each one seperately.

            Are you saying you are able to delete them one by one somehow? We can't even figure out how to do that.


            Nevermind -- I see you can click "Open Cart" and then delete the contents.
            Last edited by mimib; 02-26-2013, 11:41 AM.

            Comment


            • #7
              i have the same issue in incomplete orders there is no drop down box as before on the bottom of the page to delete incomplete orders. both my web pages are effected
              http://www.canadianghosthuntersupplies.ca

              Comment


              • #8
                I have a big problem with losing this functionality. Why in the world would you take it away? We often have customers who start placing their order and don't complete it, but later place their order on a different computer. This leaves their original order in the Not Completed section. We monitor that and delete the duplicates so these customers don't receive the Not Completed order email. We purge the carts filled by bots as well, because they distort the abandoned cart data. Now we will have to look through them all individually whenever we want to monitor that? Not cool.
                Laura Z
                Brass & Silver Traditions
                www.brassandsilvertraditions.com

                Comment


                • #9
                  Can't understand the logic behind this move.
                  Why not check with your paying customers first before silently removing features they use on a daily basis.

                  Comment


                  • #10
                    We have a couple improvements in the works for the Abandoned Carts / Not Complete orders, and adjusting the way these can be deleted is part of that.

                    We keep stats on support issues reported and the number of cases involving disappearing orders, deleted carts of visitors that were still active and phone orders being deleted as other users are still working on it; are definitely a common problem for many stores.

                    After researching best practices on this, the standard is not to allow orders to be deleted manually to avoid these types of issues.

                    The abandoned carts are currently deleted in the following way,

                    - After 60 days (Based on average metrics on the # of days shoppers would complete). With the exception of not complete orders that were assigned an invoice number and declined payment.

                    - After 30 days if the shopper never entered any information, logged in or reached the checkout page.

                    - After 7 days any orders with no items on it (usually created by spiders).

                    - After 1 day multiple orders from the same IP, keeping only the latest one (usually spiders or shoppers that continued on a different browser).

                    There is no reason for you to be manually deleting not complete orders, especially when your store reaches a higher volume of orders and these can represent hundreds of not complete orders per day.

                    We do plan to bring back this functionality but control it via a setting that we recommend to keep disable by default, and only manually delete not complete orders when it's absolutely necessary based on your unique business needs.

                    Jimmy

                    Comment


                    • #11
                      Thank you for the update Jimmy, but there ARE legitimate reasons to be manually deleting these. I have already listed a couple of situations in which we find it necessary to delete them, so please don't discount my reasons by telling me that they are invalid.

                      Also, you said orders are currently deleted in this case - After 1 day multiple orders from the same IP, keeping only the latest one (usually spiders or shoppers that continued on a different browser).

                      Is that a new function, because that has never been the case before? When we have spiders generate multiple shopping carts, they sit there until I delete them.

                      When can we expect to have this capability restored?
                      Laura Z
                      Brass & Silver Traditions
                      www.brassandsilvertraditions.com

                      Comment


                      • #12
                        We keep stats on support issues reported and the number of cases involving disappearing orders, deleted carts of visitors that were still active and phone orders being deleted as other users are still working on it; are definitely a common problem for many stores.

                        After researching best practices on this, the standard is not to allow orders to be deleted manually to avoid these types of issues.
                        So, the functionality was removed to lessen the number of support tickets that you receive.

                        We do not wish to allow customers the ability to revisit an uncompleted order past a certain time period, is just one of our valid reasons. We no longer have that capability, that has existed for years, because of other cart customers incorrectly administering their store. That's where my gripe comes from.
                        Last edited by Mark; 02-27-2013, 12:39 PM.

                        Comment


                        • #13
                          Originally posted by brassandsilver View Post
                          Thank you for the update Jimmy, but there ARE legitimate reasons to be manually deleting these. I have already listed a couple of situations in which we find it necessary to delete them, so please don't discount my reasons by telling me that they are invalid.

                          Also, you said orders are currently deleted in this case - After 1 day multiple orders from the same IP, keeping only the latest one (usually spiders or shoppers that continued on a different browser).

                          Is that a new function, because that has never been the case before? When we have spiders generate multiple shopping carts, they sit there until I delete them.

                          When can we expect to have this capability restored?
                          This is a new function, as mentioned these are part of the changes we're implementing to improve the way these are managed.

                          I understand every business is different and respect that, so I don't consider your reasons valid or invalid. I can let you know what the best practices are and explains the reasoning behind that. The fact that we're re-enabling the functionality in the next couple days with a setting to control is based on your feedback about this functionality.

                          And to answer Mark's question, yes, we continuously look for improvements to the platform that can reduce the number of support issues affecting our clients. Believe it or not, that's on your best interest.

                          Jimmy

                          Comment


                          • #14
                            Okay, thank you for the information Jimmy. I certainly welcome the daily deletion of the spider generated shopping carts. That is definitely an improvement. Without having to worry about sorting through those, we can easily empty any other carts as needed until we have this functionality restored.

                            I also welcome anything that reduces the number of support tickets you receive. It isn't all that often that I need to submit a ticket, but the past two I submitted never received any response whatsoever. I assume that means you are currently receiving more tickets than you can process efficiently. (I can only find one of those ticket numbers right now, but this is the other one if you are interested: #XTC-547-32900)
                            Laura Z
                            Brass & Silver Traditions
                            www.brassandsilvertraditions.com

                            Comment


                            • #15
                              Originally posted by brassandsilver View Post
                              I also welcome anything that reduces the number of support tickets you receive. It isn't all that often that I need to submit a ticket, but the past two I submitted never received any response whatsoever. I assume that means you are currently receiving more tickets than you can process efficiently. (I can only find one of those ticket numbers right now, but this is the other one if you are interested: #XTC-547-32900)
                              That's odd, the ticket shows a reply from our support team within hours of the ticket being opened. It was also on the "waiting for response" status.

                              I just replied to the ticket myself so you should have already received that email.

                              Jimmy

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