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Old 07-22-2015, 06:19 PM
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Geoffrey Hansplant is offline
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Question

New Account / Sales don't show up


I just opened a store about three days ago and made a purchase from it in order to give it a test run. That sale still does not show up in my "My Sales" area, yet I checked with my credit card company and the charge went through right away. What gives?
  #2  
Old 07-23-2015, 08:53 AM
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Wendy Wendy is offline
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Default

Quote:
Originally Posted by Geoffrey Hansplant View Post
I just opened a store about three days ago and made a purchase from it in order to give it a test run. That sale still does not show up in my "My Sales" area, yet I checked with my credit card company and the charge went through right away. What gives?
Hello,

I am so sorry that you faced this issue.

I inspected our log records and as I can see, there are no successfully placed orders in your store (account # 7306243). There are no unsuccessful order attempts as well. Each unsuccessful order attempt (i.e. when an order was started but never completed) is recorded in your Ecwid control panel on "My sales > Unfinished Sales" page. For more information about Unfinished Sales please refer to this article: http://help.ecwid.com/customer/porta...nfinishedsales

Then I checked your payment settings in your Ecwid control panel > Settings > Payment page. As I can see, you didn't configure a payment method, allowing to charge credit cards yet. In order to setup such a payment method in your store, please refer to this article: Payment Options

Can you please let me know if you have another account with us? If you have more than one Ecwid account, please post here the store ID number that is linked to your account.

Also, can you please send me the link to the product that you purchased while testing the store?

I look forward to receiving your reply.
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  #3  
Old 07-23-2015, 12:12 PM
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Geoffrey Hansplant Geoffrey Hansplant is offline
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Default Thanks Wendy, I think we're getting there

Wendy, I went into the settings area and configured the account to accept credit cards and bank transfers through Paypal (I have an account there). Here is the link to the Merchandise page of my website. I do not get a separate URL once I open the Merchandise tab for Merchoo. http://www.geoffhansplant.com/merchandise/

I really want to make an order so I can be sure of the quality of the merchandise, before I offer it to my fans. Before I attempt to reorder the shirt, what will become of the charge that has already been placed against my card (it was listed as "pending")?

Thanks,
Geoff

Quote:
Originally Posted by Wendy View Post
Hello,

I am so sorry that you faced this issue.

I inspected our log records and as I can see, there are no successfully placed orders in your store (account # 7306243). There are no unsuccessful order attempts as well. Each unsuccessful order attempt (i.e. when an order was started but never completed) is recorded in your Ecwid control panel on "My sales > Unfinished Sales" page. For more information about Unfinished Sales please refer to this article: http://help.ecwid.com/customer/porta...nfinishedsales

Then I checked your payment settings in your Ecwid control panel > Settings > Payment page. As I can see, you didn't configure a payment method, allowing to charge credit cards yet. In order to setup such a payment method in your store, please refer to this article: Payment Options

Can you please let me know if you have another account with us? If you have more than one Ecwid account, please post here the store ID number that is linked to your account.

Also, can you please send me the link to the product that you purchased while testing the store?

I look forward to receiving your reply.
  #4  
Old 07-23-2015, 04:23 PM
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Wendy Wendy is offline
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Default

Quote:
Originally Posted by Geoffrey Hansplant View Post
Wendy, I went into the settings area and configured the account to accept credit cards and bank transfers through Paypal (I have an account there). Here is the link to the Merchandise page of my website. I do not get a separate URL once I open the Merchandise tab for Merchoo. http://www.geoffhansplant.com/merchandise/

I really want to make an order so I can be sure of the quality of the merchandise, before I offer it to my fans. Before I attempt to reorder the shirt, what will become of the charge that has already been placed against my card (it was listed as "pending")?

Thanks,
Geoff
Hi Geoff,

Thank you for your reply.

I checked the payment settings in your Ecwid control panel (on the Settings > Payment page) and as I can see, you setup the "Credit or debit card" payment method, using your PayPal account.

If all the settings are configured properly, you are able to accept credit cards in your online store. To make sure that you setup your PayPal account correctly, please, check this instruction: http://help.ecwid.com/customer/porta...#standardsetup

Quote:
Before I attempt to reorder the shirt, what will become of the charge that has already been placed against my card (it was listed as "pending")?
As I mentioned in my previous post, there is no successful and unsuccessful order attempts in your store (account # 7306243). To my regret, I do not know, where you transferred the money, so I am not able to tell you what will happen with the charge. You may want to contact your bank customer service to get assistance.

Also, can you please describe the steps one by one that you did while placing a test order? It will help me to answer the question.

Thank you!
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  #5  
Old 07-23-2015, 05:45 PM
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Geoffrey Hansplant Geoffrey Hansplant is offline
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Default Getting closer!

Wendy:

Thanks. I followed the link and completed the Paypal configuration settings as per your instructions. In terms of the purchase, I simply opened my Store in the same manner that a visitor to my site would, and clicked on a T-shirt, and followed the steps to purchase it. When it came to the payment portion, I used my credit card and completed the order. I got a message thanking me and telling me that I would hear from the seller in two to three days with a delivery date. That was the last I heard from Ecwid. It was after a couple of days that I went to my store to check the My Sales section and found nothing there.

Wendy, I just went to my credit card account and checked my balance. It shows a payment of $24 (the cost of the T-shirt) to Merchoo with a transaction date of 7/19/15 and a posting date of 7/21/15. So, some part of the transaction certainly went through.

Geoff



Quote:
Originally Posted by Wendy View Post
Hi Geoff,

Thank you for your reply.

I checked the payment settings in your Ecwid control panel (on the Settings > Payment page) and as I can see, you setup the "Credit or debit card" payment method, using your PayPal account.

If all the settings are configured properly, you are able to accept credit cards in your online store. To make sure that you setup your PayPal account correctly, please, check this instruction: http://help.ecwid.com/customer/porta...#standardsetup



As I mentioned in my previous post, there is no successful and unsuccessful order attempts in your store (account # 7306243). To my regret, I do not know, where you transferred the money, so I am not able to tell you what will happen with the charge. You may want to contact your bank customer service to get assistance.

Also, can you please describe the steps one by one that you did while placing a test order? It will help me to answer the question.

Thank you!

Last edited by Geoffrey Hansplant; 07-23-2015 at 07:22 PM.
  #6  
Old 07-24-2015, 08:23 PM
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Geoffrey Hansplant Geoffrey Hansplant is offline
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Default Any developments?

Wendy:
I have not heard back from you. As I mentioned in my last post, my credit card has been charged $24.00 by Merchoo for the shirt I attempted to purchase. I'd like to know that you are able to sort this out, so I can move forward with my relationship with Merchoo. If you can not, I'll contact my credit card company to reverse the charge and cancel my account with your company. I can not afford to have my customers charged with nothing delivered.

Geoff


Quote:
Originally Posted by Geoffrey Hansplant View Post
Wendy:

Thanks. I followed the link and completed the Paypal configuration settings as per your instructions. In terms of the purchase, I simply opened my Store in the same manner that a visitor to my site would, and clicked on a T-shirt, and followed the steps to purchase it. When it came to the payment portion, I used my credit card and completed the order. I got a message thanking me and telling me that I would hear from the seller in two to three days with a delivery date. That was the last I heard from Ecwid. It was after a couple of days that I went to my store to check the My Sales section and found nothing there.

Wendy, I just went to my credit card account and checked my balance. It shows a payment of $24 (the cost of the T-shirt) to Merchoo with a transaction date of 7/19/15 and a posting date of 7/21/15. So, some part of the transaction certainly went through.

Geoff
  #7  
Old 07-25-2015, 11:56 AM
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Wendy Wendy is offline
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Default

Quote:
Originally Posted by Geoffrey Hansplant View Post
Wendy:
I have not heard back from you. As I mentioned in my last post, my credit card has been charged $24.00 by Merchoo for the shirt I attempted to purchase. I'd like to know that you are able to sort this out, so I can move forward with my relationship with Merchoo. If you can not, I'll contact my credit card company to reverse the charge and cancel my account with your company. I can not afford to have my customers charged with nothing delivered.

Geoff
Hi Geoff,

I am sorry for keeping you waiting.

I inspected your site again http://www.geoffhansplant.com/merchandise As I can see, there are two shopping carts installed on this page.

1) Ecwid. It is an embeddable shopping cart that is added on your website with the help of Ecwid widgets. Please, see the screenshot: http://take.ms/AzicH

You can login to your Ecwid account at https://my.ecwid.com

2) Merchoo. This shopping cart is added in the popup-like window. It appears when you click the "Merchandise" link on the left hand side of your site. Please, check the screenshot: http://take.ms/5uoQM It is a separate e-commerce solution and this shopping cart is not linked to Ecwid anyhow.

Since there is no successful and unsuccessful order attempts in your Ecwid store (account # 7306243), I presume you did a test purchase in the Merchoo shopping cart. So, in order to learn what will happen with the charge, you should contact Merchoo team. Please, feel free to use the contact form here https://merchoo.com/contact.php I hope my answer will help to sort this situation out.

Please, feel free to write me back if you have other concerns and it will be my pleasure to assist you further.

Have a nice day!
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  #8  
Old 07-25-2015, 01:21 PM
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Geoffrey Hansplant Geoffrey Hansplant is offline
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Default Ok, so I am a dunce (not the first time!)

Wendy:

I can not believe that I am capable of being such a complete bonehead! My profuse apologies for putting you through this. Yes, I do have two types of sales going on, one for CDs and one for T-shirts. Somehow, I managed to convince myself that they were both going through Ecwid. Not so. That is just for the CDs. The T-shirts are going through Merchoo and I should have been griping at them all along. Again, I am very sorry to have done this to you and also thank you so much for helping me to see the light! I looked into my Merchoo account, and there is the sale for $24.00! All is right with my little corner of the world (subject to change without notice). - Geoff

Quote:
Originally Posted by Wendy View Post
Hi Geoff,

I am sorry for keeping you waiting.

I inspected your site again http://www.geoffhansplant.com/merchandise As I can see, there are two shopping carts installed on this page.

1) Ecwid. It is an embeddable shopping cart that is added on your website with the help of Ecwid widgets. Please, see the screenshot: http://take.ms/AzicH

You can login to your Ecwid account at https://my.ecwid.com

2) Merchoo. This shopping cart is added in the popup-like window. It appears when you click the "Merchandise" link on the left hand side of your site. Please, check the screenshot: http://take.ms/5uoQM It is a separate e-commerce solution and this shopping cart is not linked to Ecwid anyhow.

Since there is no successful and unsuccessful order attempts in your Ecwid store (account # 7306243), I presume you did a test purchase in the Merchoo shopping cart. So, in order to learn what will happen with the charge, you should contact Merchoo team. Please, feel free to use the contact form here https://merchoo.com/contact.php I hope my answer will help to sort this situation out.

Please, feel free to write me back if you have other concerns and it will be my pleasure to assist you further.

Have a nice day!
  #9  
Old 07-28-2015, 10:08 AM
Wendy's Avatar
Wendy Wendy is offline
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Join Date: Jun 2014
Posts: 1,122
Default

Quote:
Originally Posted by Geoffrey Hansplant View Post
Wendy:

I can not believe that I am capable of being such a complete bonehead! My profuse apologies for putting you through this. Yes, I do have two types of sales going on, one for CDs and one for T-shirts. Somehow, I managed to convince myself that they were both going through Ecwid. Not so. That is just for the CDs. The T-shirts are going through Merchoo and I should have been griping at them all along. Again, I am very sorry to have done this to you and also thank you so much for helping me to see the light! I looked into my Merchoo account, and there is the sale for $24.00! All is right with my little corner of the world (subject to change without notice). - Geoff
Hello Geoff,

Thanks a lot for your reply.

I am glad to learn that the issue is sorted out.

Please, feel free to contact us again if you have other concerns and it will be my pleasure to assist you further.

Have a wonderful day!
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