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3-5 Days to Fix Critical Issue?

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  • 3-5 Days to Fix Critical Issue?

    So yesterday morning some sort of update to the Amazon Order Synch was rolled out (notified through a popup when I logged in) -- and it broke the Amazon synch -- can't retrieve or update orders. I open a ticket and get a response this morning that it could take 3-5 days to fix.

    Now, I'm just venting here, but this is not acceptable -- having to manually take care of Amazon orders for 3-5 days is going to take considerable time.
    Joe Arbogast
    http://www.birdsafestore.com

  • #2
    Birdsafe, we are taking care of this right now, should be resolved shortly, 1-2 hrs max, the issue is related to the new authentication.
    ----------------------------
    Gonzalo Gil
    3dCart Support
    800-828-6650 x111

    Comment


    • #3
      Fix is actually being rolled out now.
      ----------------------------
      Gonzalo Gil
      3dCart Support
      800-828-6650 x111

      Comment


      • #4
        Thanks GonzaloGil -- this has restored my satisfaction with support -- and my sanity :-)
        Joe Arbogast
        http://www.birdsafestore.com

        Comment


        • #5
          Originally posted by GonzaloGil View Post
          Fix is actually being rolled out now.
          Gonzalo, has this been complete rolled out and fixed? We use the "Fulfillment By Amazon" module to send all our 3dcart orders to Amazon for fulfillment. For us it's still not working. We currently have a support ticket #XKQ-195-90512 from yesterday. Can I please get an update?

          Thanks,
          Eric

          Comment


          • #6
            OCSpeaker Are you able to test this again please? The ticket was update but we didn't see a response letting us know it's still not working. Our level 2 techs are monitoring the tickets regarding this and are awaiting feedback.

            Comment


            • #7
              Originally posted by 3dcart-William View Post
              OCSpeaker Are you able to test this again please? The ticket was update but we didn't see a response letting us know it's still not working. Our level 2 techs are monitoring the tickets regarding this and are awaiting feedback.
              I just did a test order and it's still not working. I also replied to the ticket.

              Comment


              • #8
                OCSpeaker I apologize you're still experiencing issues. I'm having someone look into it now and they will get back to you soon as they can.

                Comment


                • #9
                  Originally posted by 3dcart-William View Post
                  OCSpeaker I apologize you're still experiencing issues. I'm having someone look into it now and they will get back to you soon as they can.
                  I've been told it's fixed but it's still not working. Please help.

                  Comment


                  • #10
                    OCSpeaker I'll have someone check into this now, but there was a response. I'll paste it hear,"

                    Eric,

                    I am very sorry to hear you are still experiencing this issue, as a fix was rolled out to address this issue, have you had the chance to test with in the last hour by chance? and if you are still getting the error can you provide the order numbers of a few that are not syncing across.

                    Thank you again for your patience with this issue as we investigate further, we have escalated this to the highest level are tickets can go as well.

                    Looking forward to your response


                    Comment


                    • #11
                      Originally posted by 3dcart-William View Post
                      OCSpeaker I'll have someone check into this now, but there was a response. I'll paste it hear,"

                      Eric,

                      I am very sorry to hear you are still experiencing this issue, as a fix was rolled out to address this issue, have you had the chance to test with in the last hour by chance? and if you are still getting the error can you provide the order numbers of a few that are not syncing across.

                      Thank you again for your patience with this issue as we investigate further, we have escalated this to the highest level are tickets can go as well.

                      Looking forward to your response

                      Hi William,

                      This is still not working. I've replied to support already, but what's happening now is we are getting the following error when someone places an order: "Error creating the fullfilment Order (MWS): Unauthorized, Sender AccessDenied AuthToken is not valid for SellerId and AWSAccountId." So it seems like the Auth Token is incorrect, but I cannot find anywhere on 3dcart to check this token (which I have if you need it).

                      Thanks,
                      Eric

                      Comment


                      • #12
                        OCSpeaker We see you responded in the ticket and things are working for you now. If you have any other issues feel free to contact support again.

                        Comment


                        • #13
                          Originally posted by 3dcart-William View Post
                          OCSpeaker We see you responded in the ticket and things are working for you now. If you have any other issues feel free to contact support again.
                          Yes, everything is working well again. Thank you for your support.

                          Comment


                          • #14
                            Originally posted by 3dcart-William View Post
                            OCSpeaker We see you responded in the ticket and things are working for you now. If you have any other issues feel free to contact support again.
                            3dcart-William This has stopped working again this morning. Orders are not being sent to Amazon for fulfillment. I have a new ticket #KIG-181-48813. Can you please have someone look at it ASAP?

                            Comment


                            • #15
                              GonzaloGil can you help with this? It's been 6 hours and I have not heard anything on my support ticket KIG-181-48813. Thank you.

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