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3-5 Days to Fix Critical Issue?

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  • OCSpeaker
    replied
    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.

    Leave a comment:


  • OCSpeaker
    replied
    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?

    Leave a comment:


  • OCSpeaker
    replied
    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.

    Leave a comment:


  • 3dcart-William
    replied
    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.

    Leave a comment:


  • OCSpeaker
    replied
    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

    Leave a comment:


  • 3dcart-William
    replied
    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


    Leave a comment:


  • OCSpeaker
    replied
    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.

    Leave a comment:


  • 3dcart-William
    replied
    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.

    Leave a comment:


  • OCSpeaker
    replied
    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.

    Leave a comment:


  • 3dcart-William
    replied
    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.

    Leave a comment:


  • OCSpeaker
    replied
    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

    Leave a comment:


  • Birdsafe
    replied
    Thanks GonzaloGil -- this has restored my satisfaction with support -- and my sanity :-)

    Leave a comment:


  • GonzaloGil
    replied
    Fix is actually being rolled out now.

    Leave a comment:


  • GonzaloGil
    replied
    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.

    Leave a comment:


  • Birdsafe
    started a topic 3-5 Days to Fix Critical Issue?

    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.
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