E-commerce Trouble

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20 Jun, 2014 01:35 PM

Dear SFC,
We use the e-commerce site to allow our members to customize their CSA shares. People love this which is awesome! Recently we have had a few members upset because they claim to have logged in and chosen items, but we never received the order so they didn't get the items. They have been confident that they have pressed the checkout button, but said they never did receive the confirmation email. One lady said she changed her password and was wondering if that was why. Does it matter if they do it from a mobile device?

Thank You,

  1. 1 Posted by qroth on 20 Jun, 2014 01:53 PM

    qroth's Avatar

    Hi Kelly:

    Sorry to hear that you are having these issues.

    It shouldn't matter that someone changed their password. Since your departments are private, it won't let someone into the departments unless they are properly logged in, so if someone is being able to create an order, they are verified and good to go.

    Likewise, we haven't heard of any specific issues with ordering via a mobile device. The only potential thing that I can think of is if the mobile network wasn't strong where they were making their order, a drop in network coverage could have affected an order going through (they might have clicked the "complete checkout" button, but did they get confirmation that the order processed?)

    A couple important things to stress to your customers. One, they should always get a confirmation email for their orders. If they don't get a confirmation, they should call or email to confirm that their order went through.

    Two, some people see the "Save and Checkout" button on the cart page and think since they are already logged in, simply by clicking that button that they are checking out. As you know, they really still need to click the "Complete Checkout" button on the next page that comes up. If they do this properly, a message should appear saying "You were checked out successfully. You will receive an email with your order in a few minutes."

    You might want to add some text to the header of that checkout page that stresses "You are not checked out yet. Please review your information and click the 'complete checkout' button at the bottom of the page to finish your order." Depending on what device they are using, a phone for example, the "complete checkout" button may appear offscreen and they might miss it and assume that they have completed their order.

    Hope this is helpful. Let us know if you have any other questions.

    Q Roth
    Farmer Support

  2. qroth closed this discussion on 20 Jun, 2014 01:53 PM.

  3. Three Sisters CSA re-opened this discussion on 20 Jun, 2014 04:50 PM

  4. 2 Posted by Three Sisters C... on 20 Jun, 2014 04:50 PM

    Three Sisters CSA's Avatar

    Thank You So Much! This most likely solves the problem.

  5. qroth closed this discussion on 20 Jun, 2014 05:15 PM.

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