[Joe Roger]

This has happened about 10 times now...usually I get the customers to delete their cookies and all is good...but on 2 occasions it didn't work and lost sales.

They can make it all the way to the part where they fill out the shipping info...but when they click on the "continue" button...it turns black...and won't go any farther.

I don't know how many sales I've lost from people who never contact me. Any help would be very appreciated...because I'm planning ASAP to get rid of ecwid because of this issue. Also...because of no phone support.
Thanks,
Joe Roger
www.3speedholster.com
joe@joeroger.com

[Eugene Rimmer]

I am looking into it right now. I was able to proceed all the way up to the payment page using Firefox in your store (which is expected, since Ecwid is designed to work in all modern browsers).

So, basically, I could not reproduce the problem, but maybe I just lack some details. What shipping addresses did your clients particularly use? When exactly did they see this problem? Is it possible to detail the exact version of Firefox where the problem happened? (I was using the latest one, v. 14)

[Joe Roger]

Thanks Eugene,
The customer that had an issue today was using the v.14. He actually had 3 computers and it failed on all of them. I have the same firefox browser, and like you...can get through no problem.

Shipping address...I don't think it matters because they are all from different areas of the country. Today's customer lived in Florida...this happened to another customer a few weeks ago...he lived in Ohio.

When the problem occurs?
It happens after they fill out their shipping info. When they try to click on the "continue" button...it turns black (or dark) and nothing happens. They can't get to the next step...which would be the payment options page.

Hope this helps...and thank you very much for the assistance!

~Joe
Joe Roger
3 Speed Holster
3050 NE 9th Ave.
Ft. Lauderdale, Fl.
33334

[techtoys2go.com]

I had a customer complain about the same thing recently, but I don't know what browser she was using. She never replied to my questions as she just went somewhere else to buy...

[Joe Roger]

I guess we're never going to get an answer from these guys...not even a reply? If anyone else has this problem...I figured it out. Just tell your customer to "delete their cookies". That fixed the problem the last 4 times it happened.

But the most troubling part of all this is...I only hear about the problem when a customer tells me. I wonder how much business I'm losing from the people who just move on.

The soonest possible moment I can get a new more reputable company to process my orders...I will leave ecwid that day. It will probably take extra long to get to that point...because of all the business I'm losing by being stuck with this terrible company.


Bad enough there's no phone support...but no online help either...worse yet...to be pushed aside with no explanation??? This is my money you guys are screwing with...mot good.

Thanks for nothing,
Joe

[Eugene Rimmer]

Originally Posted by Joe Roger

I guess we're never going to get an answer from these guys...not even a reply? If anyone else has this problem...I figured it out. Just tell your customer to "delete their cookies". That fixed the problem the last 4 times it happened.

But the most troubling part of all this is...I only hear about the problem when a customer tells me. I wonder how much business I'm losing from the people who just move on.

The soonest possible moment I can get a new more reputable company to process my orders...I will leave ecwid that day. It will probably take extra long to get to that point...because of all the business I'm losing by being stuck with this terrible company.


Bad enough there's no phone support...but no online help either...worse yet...to be pushed aside with no explanation??? This is my money you guys are screwing with...mot good.

Thanks for nothing,
Joe

Joe, Ecwid does not rely on cookies. It never sets or require any cookies from the customer nor does it use them to calculate shipping. So, it is quite strange that exactly clearing the cookies could do any difference in the shipping cost calculation or checkout sequence.

I believe that it is either some 3rd party code on your site that does the thing, or it was not the cookies that were cleared. Can you please detail what exactly action do you suggest to your customers?

Have you ever tried to suggest them re-try placing their order on your simple store: https://app.ecwid.com/jsp/1084022/simple-store where there is no other code but Ecwid?