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CC Declined! - Orders Approved And Ship Notices Sent - BIG PROBLEM
Rank: Member
Joined: 12/19/2007(UTC)
Posts: 32
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I can't even believe we are having this issue but customer orders that are declined are getting a "Thank You for your Order" order confirmation page with a status of HOLD, drop shipper notices are getting sent, and our analytic software is registering it as a conversion throwing off all reporting. Declined orders even show up in the Reports tab as a line item on Daily Orders.
Yes ... I have opened a ticket. I did that on the 12th with no response to date as of this writing. Obviously this only happens on declined orders which fortunately we don't have a lot of but in this economic environment we are seeing a increase in declines.
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Rank: Member
Joined: 2/7/2006(UTC)
Posts: 66
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Is there a reason why you don't just want to tell the customer that their card declined and get them to correct it at the time of ordering like this: http://www.bvsoftware.co...;s/HandlingDeclines.aspx ? Unless you say you want a decline to interupt the new order workflow (as above) it won't and you'll get the result you're describing. --Matt |
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Rank: Member
Joined: 3/3/2006(UTC)
Posts: 1,737
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Optimists invent airplanes,
Pessimists buy parachutes. |
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Rank: Member
Joined: 12/19/2007(UTC)
Posts: 32
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MitchA or Matt,
Argh ... RTFM is one thing but from a business process perspective the default settings for this functionality confuse me. Thank you both for the feedback ... I truly appreciate it.
MitchA or Matt,
you wouldn't happen to know why the system is throwing off two (2) drop ship orders to the same mfg/vendor would you?
-goosedown-
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Rank: Member
Joined: 3/3/2006(UTC)
Posts: 1,737
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It might be that the order to send is coming from 2 workflow steps. |
Optimists invent airplanes,
Pessimists buy parachutes. |
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Rank: Member
Joined: 12/19/2007(UTC)
Posts: 32
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MitchA,
That's what I think I just can't find it ... yet.
MitchA,
Last questions, since you seem to know, is there a default return screen or script in the system? We can't seem to find one and all the email notifications imply that one exists.
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