customers having trouble ordering..

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Debbie34
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customers having trouble ordering..

Post by Debbie34 »

Had one yesterday, buyer 1357 and lead 1399 same person need to delete lead 1399. She could not order and called me, I was able to place order for her. Had another person today say she could not order either. I forgot to ask for her information she is coming by later.
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Christine
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Re: customers having trouble ordering..

Post by Christine »

Hi Debbie,

Thanks for reporting this problem, we will look into this and get back to you as soon as possible.
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Paige
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Re: customers having trouble ordering..

Post by Paige »

Could you please provide more details on what is happening? Are they seeing an error message? We would love to help you with this problem but are unable to reproduce it ourselves without more details.
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Debbie34
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Re: customers having trouble ordering..

Post by Debbie34 »

First, did you do a test order? got an order but does not show in back office.

I have several people who have tried to order, that are using a different zip for billing than shipping. They seem to have the most trouble.
I was told the other day someone requested their password and it didn't come.

The lady who tried today was lead 45 she could not get it to work.
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Paige
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Re: customers having trouble ordering..

Post by Paige »

Yes we did a test order, we deleted it from your system because it was a test order.

This problem stems from a setting in your authorize.net account called AVS, to avoid this problem in the future this must be set to None or Zip Code Only.
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Debbie34
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Re: customers having trouble ordering..

Post by Debbie34 »

How did this change? How do I fix it?
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Christine
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Re: customers having trouble ordering..

Post by Christine »

Hi Debbie,

I will have someone call you and get your updated authorize.net account information so we can change this setting for you.
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Christine
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Re: customers having trouble ordering..

Post by Christine »

Debbie,

I just made two test orders (from Paige Test, you can disregard those emails) testing that the setting is correct and that the address error did not show up.
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Debbie34
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Re: customers having trouble ordering..

Post by Debbie34 »

Did you try using different billing and mailing zip codes.
Coling43

Re: customers having trouble ordering..

Post by Coling43 »

Yes we have tested it with different zip codes for the billing and shipping addresses but we still did not receive and error message.
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Re: customers having trouble ordering..

Post by Debbie34 »

thank you. So did you change anything in Authorized Net?
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Christine
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Re: customers having trouble ordering..

Post by Christine »

Hi Debbie,

Just the setting where it checks that the addresses match, if you ever want this extra level of security we can turn it back on as well.
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