Can't do any purchase.
eric semaan
via web
When someone try to purchase an item from my store, he gets
redirected properly to the page where he must enter his name,
address, email then he gets redirected to the page where he selects
the shipment method and the payment method, when he confrims that
page he gets to a page that says :
" We're Sorry An error occurred and support has been notified.
You can ask any question on the support page,
or go back to the home page."
This issue started yesterday and till now no one managed to buy
any product from my store.
Any help would be appreciated.
Thank you.
PS: the store's name is servico "servico.enstore.com".
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Support Staff 2 Posted by Andy on 27 Oct, 2011 02:36 PM
Are you still experiencing this issue?
If so, do you have an order reference number as well as the time the order was placed?
3 Posted by Eric Semaan on 27 Oct, 2011 04:39 PM
The thing is that there is no order reference number since they can't even place an order. After clicking on Checkout they get redirected to the page where they have to insert their billing address and their shipping address, they click proceed and then the get redirected to the page where they have to choose the shipment method and the payment method. They click on confirm and then they get the page saying :
We're Sorry
An error occurred and support has been notified.
You can ask any question on the support page,
or go back to the home page.
My online busyness has been stopped for 4 days now and i can't do anything about it. I will be grateful if you could be of any help.
Please do inform of any step i can take to fix this issue.
Support Staff 4 Posted by Andy on 28 Oct, 2011 03:53 PM
Eric
Sorry but the order number is also found in the last part of the URL on the error screen.
5 Posted by Fred on 28 Oct, 2011 05:19 PM
Good evening Enstore team,
At EL INTI (elinti.enstore.com), we do experience as well the same problem, and people are calling us to try to understand what's going wrong.
People get this error page (see attached screen capture) when they press CONFIRM... on the 2nd step (screen) after choosing shipping and payment method...
When we do it ourselves... we experience the same issue !
Hoping that the screen capture with an order number will help.
Fred
EL INTI
The All Peruvian shop in Paris
6 Posted by Eric Semaan on 28 Oct, 2011 10:23 PM
It is exactly the same probleme as Fred's . Well for the order number i ll just generate an error right now and post it.
I just did generate a new error page and the order number is : 4krfey.
Thank you for your help.
7 Posted by Fred on 02 Nov, 2011 10:38 AM
Hello Enstore Team,
Despite the fact that one person succeeded on the 31st of october in ordering using the payment method Paypal (Order ffa5a6), all other people (Orders vfhpb2, 4fttpq and wab3lb) including us (Order syauhk) finished with "We're Sorry An error occurred and support has been notified." We tried again this morning and the problem continue.
Waiting for a solution as soon as possible.
Fred
EL INTI
Tu Tienda peruana en Paris
Support Staff 8 Posted by Klaas Pieter Annema on 02 Nov, 2011 02:11 PM
I'll look into this today.
- Klaas Pieter
Support Staff 9 Posted by Klaas Pieter Annema on 02 Nov, 2011 11:45 PM
It took me a while but both issues should be fixed. The first was an issue with custom payment methods we implemented them around the time of the acquisition and the checkout page didn't fully support them.
The second was because your product names contained special characters and I broke support for that in a recent update.
Let us know if you any more problems.
- Klaas Pieter
Klaas Pieter Annema closed this discussion on 02 Nov, 2011 11:45 PM.
Fred re-opened this discussion on 03 Nov, 2011 03:22 PM
10 Posted by Fred on 03 Nov, 2011 03:22 PM
Hello Klaas...
I am very sorry to tell you that it's nearly solved but not yet !!! It's still impossible to order our products if you order more than one piece (unit) of a product !!! We spent more than an hour trying to understand why our client still were saying that it is impossible to order on our website after your message that says that everything is back in order !!!
We studied very thoroughly in which configuration it doesn't work... a real headache !!! We first though that a product was wrong, but not... this product that we suspected was possible to order if you order just one... and not if you order 2, 3 or more units... (we had to disable minimum order for a while to discover this). The suspected product was "quinua"... They we tried with other products... and got the same result...
Hoping this will help you find a quick solution... so that at last we can call back our customers...
Fred
EL INTI
The All Peruvian shop in Paris
www.el-inti.com
Support Staff 11 Posted by Klaas Pieter Annema on 03 Nov, 2011 09:40 PM
Hey Fred,
I know what the problem is but I am unable to reproduce it. Could you give me a link to the exact product you're trying to order. I get a lot of results if I search for "quinua".
- Klaas Pieter
12 Posted by Fred on 05 Nov, 2011 10:26 PM
Good evening Klaas,
Tonight it still doesn't work... for orders containing one of the products with a quantity of more than 2 units !
The problem is not related to a product... It can be reproduced ordering "3 or more" of "any" of our products...
We have spent a lot of time to find that was this (the quantity) that causes some clients ending on the error page...
The only people who are successful after choosing Paypal as a payment method are those ordering only one (or 2 sometimes!!) unit/piece of each product they order... If for one product they order 3, 4 or more they always fail... And so do we in our many tests !!!
As we have a minimum order of 14,50€ (without VAT, around 20€ including VAT) and that most of our products are cheaper than this...
1- Try to disable our minimum order for the time you do tests on our website (if you have access you our manager)
2 - If not,
- order fist this http://elinti.enstore.com/item/larousse-de-la-gastronomia-peruana---gaston-acurio which is 32€
- then add one of this product http://elinti.enstore.com/item/maiz-cancha
- then checkout choosing paypal... it works...
Go back, empty your basket, and make another order:
- order again one http://elinti.enstore.com/item/larousse-de-la-gastronomia-peruana---gaston-acurio which is 32€
- then add 3 or more of this product http://elinti.enstore.com/item/maiz-cancha
- then checkout choosing paypal... it fails...
The problem is not related to the product "maiz cancha"... Have a look to the failed orders of our customers and we tried with many products. We also tried disabling "minimum order"...
I hope you can find a quick solution... which is not having "empty orders" in the PayPal checking out page, because it sounds to me than this started when you solved that issue a few days ago.
Fred
EL INTI The All Peruvian shop in Paris
elinti.enstore.com
PS1:
Can you find also a way to speed up the sync process because it's very hard for us optimize our use of Enstore and Checkout if a sync takes an hour each time and during that time it's hardly possible to use Checkout in our physical shop... See attached picture if you don't believe me ! I suggest the possibility to just synch the orders as it is the first thing it does when synching.
PS2:
We don't like too the way the search field works now, but for another reason. We want it to behave again as before last year's big mess (do you need me to remember what I mean by this?). Before the page of answers was only sending back the main products... only one line per product... and now it sends back also all the variations of that product... and all our products have variations... and some products have many many variations !!! The answers sent before were really more easily readable and understandable for our customers.
PS3:
We really want the telephone field mandatory... For instance to clarify at which address the products must be sent (it's hardly impossible to know in Checkout where to send the products when the same customer change sometimes its delivery address, then after we don't know if we still deliver to the new address or the one before... a real headache... and worse if we don't have a phone number and can't find it in the yellow pages !!!
PS4:
Some time ago, you disabled the function "featured products" from those 2 pages:
http://elinti.enstore.com/page/en-francais
http://elinti.enstore.com/page/en-espanol
Can you give me an easy way to have it back like on this page:
http://elinti.enstore.com/page/welcome
I know you don't support any more nihilist but be kind enough to show me the way... I'll do it myself...
Thanks
Fred (reading this support every day since you launched Enstore !)
Le 3 nov. 2011 à 22:42, Klaas Pieter Annema a écrit :
>
Support Staff 13 Posted by Klaas Pieter Annema on 07 Nov, 2011 04:37 PM
Hey Fred,
It took me a while but I was able to reproduce your problem. I'm working on fixing it right now.
- Klaas Pieter
14 Posted by Fred on 07 Nov, 2011 09:56 PM
Thanks Klass...
I don't understand how and why it's sometimes possible to order more than 2 of the same product...!!! Have a look at this order: 3thk8s ... This customer successfully ordered yesterday 3 bottles of "kola inglesa" !!!
Support Staff 15 Posted by Klaas Pieter Annema on 07 Nov, 2011 10:00 PM
Hey Fred,
I'll explain it when I fixed your problem.
- Klaas Pieter
16 Posted by Fred on 07 Nov, 2011 10:34 PM
Ok !...
Support Staff 17 Posted by Klaas Pieter Annema on 07 Nov, 2011 11:52 PM
Hey Fred,
First of all, your problem should be fixed.
The problem was caused because we recently changed our implementation of Paypal Express to also send the order summary. Paypal requires us to send the price of each product, the quantity and tax, shipping and order totals. Whenever these totals don't match up Paypal returns with an error.
When you make an order, Enstore calculates the order totals with as much accuracy as possible. In your case the product price (excluding tax) is 3,41, but our internal representation is much more precise e.g. 3,41302384132. Which means that if we multiply our number with a quantity of 400 we get 1365,209536528. Rounded this becomes 1365,21.
Now when we send our totals to Paypal they require them to be rounded to two decimal places and thus the price becomes 3,41. When we multiple that by 400 we get 1364. Paypal sees a 1,21 difference and refuses the transaction.
Unfortunately I was unable to find a true solution to the problem. So in stead now I calculate the product total myself, set the quantity to 1 (so paypal doesn't try to multiply it again) and include the actual quantity in the product name. So the order summary we end up with on Paypal is something like:
Aqua (x 400)
Item price: €1,364.00
Quantity: 1
Unfortunately this is the only way to guarantee 100% that our order total with match the Paypal order total.
- Klaas Pieter
Klaas Pieter Annema closed this discussion on 07 Nov, 2011 11:52 PM.
Fred re-opened this discussion on 08 Nov, 2011 09:24 PM
18 Posted by Fred on 08 Nov, 2011 09:24 PM
Thank you Klaas for your temporary solution !!!
But wouldn't it be the opportunity to convince "for once" people at Checkout to change that "non existent" rounding ??? Nothing justifies in accountancy to keep so many figures... It just generates more problems and happens much more times than what they say in their FAQ !!!
And can you take some time to answer to those 4 PS of one of my earlier messages.
PS1:
Can you find also a way to speed up the sync process because it's very hard for us optimize our use of Enstore and Checkout if a sync takes an hour each time and during that time it's hardly possible to use Checkout in our physical shop... See attached picture if you don't believe me ! I suggest the possibility to just synch the orders as it is the first thing it does when synching.
PS2:
We don't like too the way the search field works now, but for another reason. We want it to behave again as before last year's big mess (do you need me to remember what I mean by this?). Before the page of answers was only sending back the main products... only one line per product... and now it sends back also all the variations of that product... and all our products have variations... and some products have many many variations !!! The answers sent before were really more easily readable and understandable for our customers.
PS3:
We really want the telephone field mandatory... For instance to clarify at which address the products must be sent (it's hardly impossible to know in Checkout where to send the products when the same customer change sometimes its delivery address, then after we don't know if we still deliver to the new address or the one before... a real headache... and worse if we don't have a phone number and can't find it in the yellow pages !!!
PS4:
Some time ago, you disabled the function "featured products" from those 2 pages:
http://elinti.enstore.com/page/en-francais
http://elinti.enstore.com/page/en-espanol
Can you give me an easy way to have it back like on this page:
http://elinti.enstore.com/page/welcome
I know you don't support any more nihilist but be kind enough to show me the way... I'll do it myself...
Fred
EL INTI - La Boutique péruvienne
elinti.enstore.com
Support Staff 19 Posted by Klaas Pieter Annema on 08 Nov, 2011 09:34 PM
Hey Fred,
Although there is a bug in Checkout that might be similar (we actually discussed this while looking for a solution in Enstore) this problem was not caused by that bug. This problem is 100% Paypal since they force us to give up accuracy.
I wasn't aware that it was uncomfortably slow. The picture didn't attach correctly (a common problem with our support forums). How many products / orders do you have in your store?
I didn't change anything in our search feature recently, but I've noted your feedback as something to look at later.
I see your problem. Currently we're focusing on other problems but this might be something I can include in one of the Enstore weeklies.
I'm not 100% sure what you mean, but I think you can restore this by setting the template page to welcome.html in the manager. To do so login to the manager, click “Navigation”, select the menu item (page) you want to edit and click “Edit”. You can change the page template to welcome.html in this popover.
- Klaas Pieter
james.haggerty closed this discussion on 03 Feb, 2012 09:12 PM.