Shipping Status disappeared from my sales history page

Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
edited January 14, 2011 in SmugMug Pro Sales Support
Hey Guys,

Either I am losing my mind (always a good bet) or the shipping status has disappeared from my sales history page.

What I mean is that I used to be able to look at each order and, attached to it, there would be a US mail shipping number and a link upon which I could click and it would take me to the US mail's shipping site, whereupon I could enter the customer's shipping number and see where the customer's package was.

The shipping number and the associated link to the US mail's shipping website are no longer on my sales history page. So I have a customer wondering where his order is and if it is out for delivery today and I can't tell him.

Am I hallucinating?

Thanks!

TOT

Comments

  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited November 13, 2010
    please write our Support Heroes with order# and we'll have a look, thanks.
    Andy

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  • Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
    edited November 14, 2010
    Andy wrote: »
    please write our Support Heroes with order# and we'll have a look, thanks.


    Andy,

    I did.

    What I mean is that there is no tracking number listed on my sales history pages. It isn't related to one specific order: they are all like that. Up until a few days ago, after an order was placed, I could see a tracking number for the shipment. That tracking number is no longer there. It's the same whether I view the order in chrome, firefox, or IE.
  • Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
    edited November 14, 2010
    Andy,

    I'm generally happy with Smugmug, but I have now gone back-and-forth about four times with various support heroes and I STILL do not know if Smugmug understands the nature of my issue, whether somebody at Smugmug is also able to peer into my sales orders and see that there tracking numbers are not showing up, whether any other folks are seeing this (or not seeing this, in this case) on THEIR Smugmug orders etc...

    I have been told that Smugmug is looking into it, but I have no idea what that means. Does it mean that Smugmug is looking to see whether or not tracking numbers are showing up on my customer's order or does it mean that Smugmug acknowledges that they also do not see the tracking number and are now looking to see why the number isn't showing up?

    This would have taken me a 45 second phone call to explain and to ascertain that the people at Smugmug actually understand what I am talking about.

    As somebody whose day job is as a tech support supervisor for a major software company, I have to say that this is beyond frustrating.

    Thanks for any help that you guys can offer.
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited November 14, 2010
    Traces of Texas wrote: »
    Andy,

    I'm generally happy with Smugmug, but I have now gone back-and-forth about four times with various support heroes and I STILL do not know if Smugmug understands the nature of my issue, whether somebody at Smugmug is also able to peer into my sales orders and see that there tracking numbers are not showing up, whether any other folks are seeing this (or not seeing this, in this case) on THEIR Smugmug orders etc...

    I have been told that Smugmug is looking into it, but I have no idea what that means. Does it mean that Smugmug is looking to see whether or not tracking numbers are showing up on my customer's order or does it mean that Smugmug acknowledges that they also do not see the tracking number and are now looking to see why the number isn't showing up?

    This would have taken me a 45 second phone call to explain and to ascertain that the people at Smugmug actually understand what I am talking about.

    As somebody whose day job is as a tech support supervisor for a major software company, I have to say that this is beyond frustrating.

    Thanks for any help that you guys can offer.

    We do understand it and we're looking into what happened - tracking #s are on order emails - but not in the page you describe on your site - not sure if this is a bug or what, investigating. Thanks for bringing it to our attention.
    Andy

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  • Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
    edited November 14, 2010
    Andy wrote: »
    We do understand it and we're looking into what happened - tracking #s are on order emails - but not in the page you describe on your site - not sure if this is a bug or what, investigating. Thanks for bringing it to our attention.



    Andy, thanks for the prompt response.

    Just so you guys know, the order email that I got for this particular order does not have a tracking number, either.

    I don't know whether you have any way of looking down into that particular order email, but I am looking at it right now and it does not contain a tracking number.

    Thanks again. Not trying to be a jerk. Just frustrated that, after wasting a day going back and forth with different support heroes, it was still not clear to me that Smugmug understood the nature of the issue.
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited November 14, 2010
    Traces of Texas wrote: »
    Andy, thanks for the prompt response.

    Just so you guys know, the order email that I got for this particular order does not have a tracking number, either.

    I don't know whether you have any way of looking down into that particular order email, but I am looking at it right now and it does not contain a tracking number.

    Thanks again. Not trying to be a jerk. Just frustrated that, after wasting a day going back and forth with different support heroes, it was still not clear to me that Smugmug understood the nature of the issue.
    Please give me the order # right here so I can have it handy? Thanks!
    Andy

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  • Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
    edited November 14, 2010
    andy wrote: »
    please give me the order # right here so i can have it handy? Thanks!


    1841986
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited November 14, 2010
    Traces of Texas wrote: »
    1841986

    There's a tracking number and clickable link in the ship email to customer - gotta find out why it's not on the order page of yours.

    20101115-8ira89m4d5tc5pcyne9418rchm.medium.jpg
    Andy

    Portfolio • Workshops • Facebook • Twitter
  • cabbeycabbey Registered Users Posts: 1,053 Major grins
    edited November 14, 2010
    It's a bug, you should be seeing it. I'll see about getting it dealt with post haste.
    SmugMug Sorcerer - Engineering Team Champion for Commerce, Finance, Security, and Data Support
    http://wall-art.smugmug.com/
  • Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
    edited November 15, 2010
    Andy wrote: »
    There's a tracking number and clickable link in the ship email to customer - gotta find out why it's not on the order page of yours.

    20101115-8ira89m4d5tc5pcyne9418rchm.medium.jpg



    Hmmm .... I did not receive this email. Just checked my inbox, my spam, and my trash, none of which I've emptied in years.

    I have received shipping notifications in the past but, apparently, not this time.

    Thanks for looking at this. I'm glad to know that I'm not delusional and that is an actual, genuine bug.

    If I'm not mistaken, the tracking number on the sales history/orders may have disappeared around the time the boutique shipping notification was added.
  • cabbeycabbey Registered Users Posts: 1,053 Major grins
    edited November 15, 2010
    Traces of Texas wrote: »
    Hmmm .... I did not receive this email. Just checked my inbox, my spam, and my trash, none of which I've emptied in years.

    I have received shipping notifications in the past but, apparently, not this time.

    Thanks for looking at this. I'm glad to know that I'm not delusional and that is an actual, genuine bug.

    If I'm not mistaken, the tracking number on the sales history/orders may have disappeared around the time the boutique shipping notification was added.

    That email went to your customer, not you. Unless the personal delivery option is enabled we don't send the pro a shipping notice on orders, only the buyer.
    SmugMug Sorcerer - Engineering Team Champion for Commerce, Finance, Security, and Data Support
    http://wall-art.smugmug.com/
  • Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
    edited December 27, 2010
    Hi Cabbey and Andy,

    I am still not seeing the shipping status on my order page, so I can't check whether an order has been delivered.

    Are you guys working on fixing this?

    Thanks!
  • Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
    edited December 29, 2010
    Testing, testing .... 1 ..2 ..3 ... :)


    Ummmm ....guys? Are you working on a fix so that we can get the shipping status back on orders that have been placed?
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited December 29, 2010
    Traces of Texas wrote: »
    Testing, testing .... 1 ..2 ..3 ... :)


    Ummmm ....guys? Are you working on a fix so that we can get the shipping status back on orders that have been placed?

    I will find out, thanks for your patience.
    Andy

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  • docwalkerdocwalker Registered Users Posts: 1,867 SmugMug Employee
    edited December 30, 2010
    As Cabbey mentioned before, it is a bug. It is on the list of things to be fixed. I will bump this to get more attention on it.
    SmugMug Support Hero
    http://help.smugmug.com
  • cabbeycabbey Registered Users Posts: 1,053 Major grins
    edited December 31, 2010
    docwalker wrote: »
    As Cabbey mentioned before, it is a bug. It is on the list of things to be fixed. I will bump this to get more attention on it.

    The fix for it went into QA yesterday thanks to one of our newer sourcerers.
    SmugMug Sorcerer - Engineering Team Champion for Commerce, Finance, Security, and Data Support
    http://wall-art.smugmug.com/
  • TwoofyTwoofy Registered Users Posts: 171 Major grins
    edited January 7, 2011
    This should be live now - I tested it with a number of known problematic order ids. Please let me know if you are still experiencing any issues with it.

    Thanks!

    - Greg
  • Traces of TexasTraces of Texas Registered Users Posts: 77 Big grins
    edited January 9, 2011
    Thanks, guys. It is back.

    It's cool to submit a bug report and have attention paid to it.
  • bhambham Registered Users Posts: 1,303 Major grins
    edited January 14, 2011
    Traces of Texas wrote: »
    Thanks, guys. It is back.

    It's cool to submit a bug report and have attention paid to it.

    I noticed that it went missing sometime in the fall as well. It used to show up on the sales history page, below the order date line but above the link to the order details. It was nice to know when it actually shipped, especially if a customer was asking about a missing order, and since the 14 days start once the order is shipped via standard usps for lost orders in the mail.

    Not sure if it got removed on purpose or by accident, but it just disappeared.

    It would be good to have it back, and I noticed it, but it wasn't really so important to me that I complained. For the orders that paid for faster shipping they included the tracking info, which was nice.
    "A photo is like a hamburger. You can get one from McDonalds for $1, one from Chili's for $5, or one from Ruth's Chris for $15. You usually get what you pay for, but don't expect a Ruth's Chris burger at a McDonalds price, if you want that, go cook it yourself." - me
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited January 14, 2011
    bham wrote: »
    It would be good to have it back,

    It is back.
    Andy

    Portfolio • Workshops • Facebook • Twitter
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