What do I tell this frustrated customer?

cardon

Here is an email I just received:

I tried to order some pictures off the internet today, and I got stuck at
the shipping step. The system would not allow me to continue, yet there
were no choices for shipping. Could you please see if this order came
through on your end? I was ordering 10 photos from the Run With the Big
Dogs barrel races gallery.


What do I tell this customer? She isn't the only one that has told me they are having trouble completing and order. I can't help but wonder how many others have just given up.
Thanks,Craig
baja.smugmug.com

DJ-S1

Make sure you send this to help@smugmug.com too. That's the official help desk.

Andy

cardon wrote:

Here is an email I just received:

I tried to order some pictures off the internet today, and I got stuck at
the shipping step. The system would not allow me to continue, yet there
were no choices for shipping. Could you please see if this order came
through on your end? I was ordering 10 photos from the Run With the Big
Dogs barrel races gallery.


What do I tell this customer? She isn't the only one that has told me they are having trouble completing and order. I can't help but wonder how many others have just given up.
Thanks,Craig
baja.smugmug.com

We're sorry about this - it's the result of a communications issue between your customer and us. We don't like it and we're working on it.

If you (or your customer) would write our help desk, here's what we say to fix it:

"Our printing partner actually checks the
shipping address and serves up shipping options and prices in step 3 of
the ordering process. They were having a technical problem earlier
today, but it should be resolved now.

Please use the "previous" button in your shopping cart (not your
browser's back button) to go back to step 2 of the ordering process.
Take a careful look at your billing and shipping info, making sure
everything is filled in correctly and that there are no characters like
& or ' or - included. Then, please use the "next" button in the
shopping cart to proceed to step 3."

Thanks and sorry again for the hassle