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Re-Order not working properly. Loosing money on orders

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  • Re-Order not working properly. Loosing money on orders

    Is anyone else loosing money on Re-orders from your customers? I am. When a customer goes to "My Account" and selects re-order. I have options on about 98% of my products. But when a customer selects re-order. Its not pulling over the options (weight, current price and etc). Its just showing up as product name and hardly any shipping cost. I have had a ticket in for this for about a month now and no resolution, except a extra mth of service free. They had already said that a fix was put on it. but it didn't work. Told them again and still no fix. Was told that it should of been done by yesterday, but nothing has been fixed yet. This is costing my business alot of money b/c of this problem.

  • #2
    If it's costing your business that much money ("a lot") then it would be foolish to stick around. You know what you have to do, even if it involves paying someone else to do it for you. In the long run, you will make more money.

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    • #3
      I have been thinking about it, but i wanted to see if anyone else is experiencing the same problem though. Not sure if it may be fixed in their next massive update or just what.

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      • #4
        I shipped a customer several thousand dollars worth of merchandise of the wrong color as a result of this. I'm not sure if it's an old bug or a new one.

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        • #5
          bzeltzer OUCH... sorry. that happened. I feel your pain on that one though. With the type of business i have. I have a high % of repeat customers and this has been going on for about a month. I've been putting pressure on tech support and etc... to get this fixed asap. We pay them a monthly fee, and willing to take or money quickly, but wont fix something like this that is costing us money. I hope that we'll get alot of responses on the forums and this will be resolved asap. I'll keep this going till its fixed !!

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          • #6
            We also have problems with the re-order feature and have put a ticket in.
            http://www.pack-secure.com

            Packaging and Shipping Supply Specialists

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            • #7
              Still no update on ticket yet. If they have a fix for this. I'll post it here and let everyone else know.

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              • #8
                We are also experiencing this bug. Because shipping is calculated by the weight on our options if someone "reorders" the weight is zero and shipping is not calculated correctly.

                I too have a ticket that has been open for weeks. They updated the cart to 6.7.1 and said it was fixed, but it has not been fixed yet!

                I would say the issue has been around for about 2-3 months.

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                • #9
                  NMTEACO Same thing here. Lost alot of $ on one huge sale i had and not happy about that. They said they would give me one free mth service, and an extra one if i did a testimonial for them. ( HA HA HA HA) Every time i call tech support. On hold for a long time and then goes to voice mail. i have noticed that they dont have that many tech support people helping like they use to. I've been putting pressure on them to get this fixed. They keep saying its with the developers and its on certain stores. Hmmm... that dont make any since though. Sales have been dropping off too. I've had my ticket in for over a month. This needs to be fixed for everyone !! They can do better !!

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                  • #10
                    UPDATE: They said it was fixed but it hasnt. I have done several test and its 1/2 way working. Customer goes to re-order...selects the previous order. And its asking the customer to select the OPTIONS and then have to add it to the shopping cart. If they ordered several items on that previous order. Its not pulling it over. So its going back to the developers and no eta on this again

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                    • #11
                      Originally posted by Choice Checks View Post
                      And its asking the customer to select the OPTIONS and then have to add it to the shopping cart.
                      I can confirm this is also happening to us. Its somewhat amusing that they fixed the issue of items with no options being added to the cart by just not allowing items with options to be added. Which is not really a fix!

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                      • #12
                        Not happy with them, and they want me to provide more information to support this. Im like WHAT !!! I have provided pictures, details like a book. Adding fuel to the fire....also had problems with the sitemap. Not sure what is going on, but enough is enough. Cant wait around much longer loosing money and their lack of communication. I shouldnt have to be calling several times to find out what is going on, and then be told. Ohhh.... its with the supervisors and the dev's.

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                        • #13
                          So I can now confirm this issue seems to have been fixed. What happened with us was that we renamed a lot of our options in the time that it was broken. When you change the option name, it seems to reset the optionID. So all of our items with the new option ids were not working for the reorder.

                          Its kinda frustrating, but not 3dcarts fault.

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