Create A Card Customer Cart Problem
NostalgicDad
Registered Users Posts: 260 Major grins
I always try to first open a case with the heroes for something like this and did that last night. But, after the initial response I got, I am utterly confused at the vague answer I received.
I have a customer who has added a package to her cart. She then created a card but when clicking "Done" or "Continue to Checkout" after the card creates successfully, it never appears in her cart. I went through the process with her over the phone and it worked fine for me but could never get hers to work. She is using FF on a Macbook. I had her do the usual clearing of cookies, cache, etc. to no avail and she is still waiting to place her order. I also gave her the link to contact SM support directly since I could not help further.
The response I got from the hero overnight was to tell me that if she created it successfully, it should be in one of these galleries, http://dannyberryphotography.com/My-SmugMug-Creations. Every version she did is definitely in the Guest Cards gallery. However, what in the heck is this gallery for? And, how does this help my customer? There was no other suggestion from the hero and I am still stuck and now even more confused.
Creating a card is simple enough and the process allows you to add it to the cart easily. I've always thought I understood the process until this response from the hero. And, I really don't like sounding confused over the phone with a customer so hopefully I can get some clear answers to provide to her before I lose the sale.
I have a customer who has added a package to her cart. She then created a card but when clicking "Done" or "Continue to Checkout" after the card creates successfully, it never appears in her cart. I went through the process with her over the phone and it worked fine for me but could never get hers to work. She is using FF on a Macbook. I had her do the usual clearing of cookies, cache, etc. to no avail and she is still waiting to place her order. I also gave her the link to contact SM support directly since I could not help further.
The response I got from the hero overnight was to tell me that if she created it successfully, it should be in one of these galleries, http://dannyberryphotography.com/My-SmugMug-Creations. Every version she did is definitely in the Guest Cards gallery. However, what in the heck is this gallery for? And, how does this help my customer? There was no other suggestion from the hero and I am still stuck and now even more confused.
Creating a card is simple enough and the process allows you to add it to the cart easily. I've always thought I understood the process until this response from the hero. And, I really don't like sounding confused over the phone with a customer so hopefully I can get some clear answers to provide to her before I lose the sale.
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Can you have your customer check that their browser is set to accept all cookies, including third party cookies? Our instructions on how to set up browser cookies can be found here:
http://www.smugmug.com/visitor-help/cookies
If she's having set this up as shown on the help page, could it be she's using Internet Explorer 8? We're looking into a rare case on where a card may not get added to the cart properly. In this case, you could move her finished card from the "My SmugMug Creations > Guest Cards" gallery to a separate gallery and send her the link to the gallery so that she can order the card from there. Ordering a finished card is done with the buy button > this photo. From the card tab she can then select the package she wishes to buy.
If she keeps having a problem, please have her email us directly for further assistance and it would be helpful if she could include a link to the card she wishes to order.
Sebastian
SmugMug Support Hero
Yes, third party cookies are being accepted and I am experiencing the same problem now using FF on a different machine. As I stated previously, my customer is also using FF. There has to be something else going on here and surely a way to resolve it as this would be much more widespread. If I am logged in, create the card, it adds to my cart no problem. If I am logged out, create the card, it does not add to my cart.
-Danny
dannyberryphotography.com
Facebook
I overlooked the browser. The issue may occur on other browsers as well. At this point, could you move the customer's finished card over to one of her galleries and have her order it from there?
No need to have the customer email in with any details. Our engineer is looking into the issue.
Sorry for any inconvenience.
Sebastian
SmugMug Support Hero
I assume this is still being looked at? I know I have a case open but was told in one of the emails that I might see further info here on dgrin. Just don't want to create double the work for you guys by communicating in 2 different places.
Coincidentally, I see this happening in other galleries as well as using IE7 in addition to FF.
-Danny
dannyberryphotography.com
Facebook
Sebastian.....Looks like our posts crossed each other. I have moved the card from the Guest Card gallery to the customer's gallery and will instruct her to order from there.
However, I am wondering if I should disable the card option since others may be ordering cards as well. I see this as quite a problem to deal with when multiple customers are not getting the cards added to the cart. Unless there is a better way to handle this situation? Also, is this only occurring in my galleries or is it more widespread at this time?
-Danny
dannyberryphotography.com
Facebook
Sorry for any inconvenience.
Sebastian
SmugMug Support Hero
Sebastian.....I just tried it from another machine using FF as a guest and it added to cart without problem. I will contact my customer to give it another go as she still hasn't placed her order yet.
I appreciate the great support once again.
-Danny
dannyberryphotography.com
Facebook
I have created cards for 2 different customers. In the first case I moved the created card to her gallery and she can now "Buy" the picture and add it to the cart under the card tab. Everything works fine. However, I did exactly the same thing for my second customer but the card option doesn't even show up once she 'buys this picture". What could possibly be the problem here? (the price settings are the same as well as gallery settings). However, the first card is portrait and the second landscape... could that have something to do with it? Thanks,
Thanks again,
Working on it... thanks.
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Just to follow up, the customer was able to get the card to cart along with a print package and placed her order.
-Danny
dannyberryphotography.com
Facebook
We have a bug with a couple of cards, this is one of them, sorry! Fixing it fast, I hope!
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