Cart Full

[Fran Crowe]

I'm trying to put an order together and have quickly hit the "Your cart is full! Contact customer service if you need to add more items."

This will end up being a rather large order (even for me). I'll be using the downtime code and First Ten Shipping.

With the issues I've had in the past with a large order separating into many different packages and miscalculating shipping, or multiple different amounts being put on hold in my account, or even an order indefinitely ending up on hold until CS pushes it through, I'd like to have someone take a look and do whatever is best to get it through when it's ready to submit.

Thank you!

-Fran

[Diego Valdez]

Hello Fran,

The cart won't allow you to add more than 30 items to it, so you will want to move some of the items to your saved for later until all the items you want are either in your cart or in your saved for later section. Once you are ready let us know and we can merge them and submit the order from our end.

[Fran Crowe]

Diego Valdez wrote:

Hello Fran,

The cart won't allow you to add more than 30 items to it, so you will want to move some of the items to your saved for later until all the items you want are either in your cart or in your saved for later section. Once you are ready let us know and we can merge them and submit the order from our end.

Hello Diego,

I've removed any extraneous items from my saved for later section, so the remaining items in that section and in my cart are now good to combine for the order (with cheapest shipping option, downtime discount, and first ten discount).

To avoid the many previous complications with authorizations and money holds (duplicates and incorrect amounts) on my account, I would appreciate if the initial authorization(s)/hold(s) are not done or are released right after. With this being a large order I expect likely a minimum of 6-8 packages. Combining your current delays with the usual long processing times, I don't expect to see this moving forward for a few weeks. I'd rather my money not be unnecessarily put on hold or even worse have your system do it multiple times.

Thanks,
Fran

[Diego Valdez]

Hello Fran,

I have merged the the items and submitted the order. You will be receiving an email confirmation. Please look it over and let me know if any changes need to be made.

[Fran Crowe]

Diego Valdez wrote:

Hello Fran,

I have merged the the items and submitted the order. You will be receiving an email confirmation. Please look it over and let me know if any changes need to be made.

Here we are again with literally the same problems I mentioned in my post that I wanted to avoid. Ones we have dealt with time and time again...

The initial email confirmation for the order "Subtotal" is correct (10% off is applied). All items appear correct. The way the "Shipping & Handling" was calculated is also correct (between $14-15 per package) in the confirmation. However, the "Order Total" is way off. It should be $411.53.

Again the "Order History" page is also incorrect and does not match the email confirmation. It does however match the "Order Total" from the confirmation email. Unlike the order confirmation, the "Order History" page shows different erroneous shipping totals.

The system has then attempted to authorize the incorrect amounts for each package. As I wanted to avoid, those amounts were held from my account. So now I have to wait for the money to be released and then when you fix the shipping get another authorization?

Please do what you can to fix the problem. Thank you.

-Fran

[Fran Crowe]

Fran Crowe wrote:

Diego Valdez wrote:

Hello Fran,

I have merged the the items and submitted the order. You will be receiving an email confirmation. Please look it over and let me know if any changes need to be made.

Here we are again with literally the same problems I mentioned in my post that I wanted to avoid. Ones we have dealt with time and time again...

The initial email confirmation for the order "Subtotal" is correct (10% off is applied). All items appear correct. The way the "Shipping & Handling" was calculated is also correct (between $14-15 per package) in the confirmation. However, the "Order Total" is way off. It should be $411.53.

Again the "Order History" page is also incorrect and does not match the email confirmation. It does however match the "Order Total" from the confirmation email. Unlike the order confirmation, the "Order History" page shows different erroneous shipping totals.

The system has then attempted to authorize the incorrect amounts for each package. As I wanted to avoid, those amounts were held from my account. So now I have to wait for the money to be released and then when you fix the shipping get another authorization?

Please do what you can to fix the problem. Thank you.

-Fran

The shipping still needs to be corrected. The payment amounts that were on hold have been released. I have entered a different payment method for the order.

[Charles Scholz]

FYI - If you order something that comes both physical and digital (like the Pathfinder books) it counts as 2 separate items in your cart.
You would be limited to 15 items.

[Sam Phelan]

Hello Fran,

I was unclear about exactly what you were reporting was wrong with the order. I did notice that there was a cheaper shipping option available. I have selected this option and asked the order to recalculate expenses. You will soon receive a new order confirmation, please let me know if anything further needs to be adjusted. Thank you!

Edit: Actually it appears as thought it's having trouble calculating the First Ten shipping discount. I will keep looking at it and update you when I've assessed the situation.

[Fran Crowe]

Sam Phelan wrote:

Hello Fran,

I was unclear about exactly what you were reporting was wrong with the order. I did notice that there was a cheaper shipping option available. I have selected this option and asked the order to recalculate expenses. You will soon receive a new order confirmation, please let me know if anything further needs to be adjusted. Thank you!

Sam, this has been an issue over numerous orders that I have explained in detail many times. It seems like it is not a priority to fix the website function itself, so I at least expect to not have to jump through hoops each time the system miscalculates. THAT is why I tried to be proactive with this order by explaining AGAIN (in my first two posts) what can be expected.

In the end, the items were just combined into the order and it was submitted? This created the exact problem I mentioned in my posts and later explained. The SYSTEM calculates improperly and sends out an email that does not match the totals when checking out OR the totals in the order history. The system then proceeds to authorize (and hold) the wrong totals.

So here I am more than a week later (after my money was held) and we are back to the same thing. Whatever you did has not fixed the problem. As I said before, the packages should be between $14-15 per (max 15 lbs Standard Postal Delivery).

The order Diego submitted (as I tried to explain in a previous post), had a confirmation email that showed correct packages and shipping totals for those packages, but was incorrect in the overall totals.

Subtotal (78 items) $319.94
Shipping & Handling $101.59
Order Total $474.59

The first 2 lines were correct. Note the total is wrong. The order total shown there was what showed up in the order history page and what the system tried to authorize. It should have been

Subtotal (78 items) $319.94
Shipping & Handling $101.59
Shipping & Handling Discount - $10.00
Order Total $411.53

In your attempt to fix it, I have now received 2 more confirmations.

Subtotal (78 items) $319.94
Shipping & Handling $101.59
Order Total $428.50

and the newest

Subtotal (78 items) $319.94
Shipping & Handling $118.56
Shipping & Handling Discount - $10.00
Order Total $428.50

The order history page on the website shows

Subtotal (78 items) $319.94
Shipping & Handling $122.12
Shipping & Handling Discount - $10.00
Order Total $432.06

The error as far as I can tell is the incorrectly calculated shipping of a few packages.

Shipping & Handling
11 items. Estimated package weight: 15 lbs.
28.72

Shipping & Handling
8 items. Estimated package weight: 15 lbs.
21.01

I had really hoped this would be simple since Diego, Sharaya, and Katina have all dealt with this before. It gets fixed each time, but always ends up with me getting a headache trying to get it done and often waiting long periods between communication and experiencing long delays before it's finally shipped out. I'm assuming each time the order is resubmitted it winds up at the end of the warehouse packing queue?

Okay, so please please please please sort this out for me and confirm it is sorted and that the system is not going to authorize/hold my money incorrectly again or that my order does not end up in limbo randomly. I added a new card to the order because of the incorrect amount and authorization issues, so please check to make sure that one is used.

When you figure out again how to fix the shipping glitch, can you distribute an internal memo explaining it, so I don't have to jump through hoops again to get it fixed?

Thanks and have a great weekend!

-Fran

[Sam Phelan]

Hello Fran,

The two emails you received where two solutions I tried for the order. The first, I forced it to pick a certain shipping method, at a certain price. This is the one that lacks the $10 shipping discount.

Realizing it was missing the discount, I asked the system to apply it. This, for some reason, made the system recalculate to a higher shipping cost. I tried various fixes, and the order would not keep the shipping cost stagnant while I tried to apply the $10 shipping discount.

As part of this debacle, you are correct in that it is not calculating the total correctly. This is hard to figure out, because we have not seen this on other orders, and is not a often occurring issue. It seems that the order has data inconsistency issues causing it to be unable to calculate totals reliably.

We have tried to circumvent this by moving all of the items into a new order number. Your items are now in order number 7464603. It took some forced total mangling, but we did get the total to remain at the total I was expecting to see: $411.53

I have sent you a confirmation email under this order number. You will see that the total is the quoted number, and it is the amount that you will be charged. The calculation will look a little funky, but that may not be something we can fix. Just know that the $411.53 total is the total for the order.

I have ensured that the newest card added to the account has been applied to the order. If this is not the payment method you intended, please just let me know.

The order does not leave the queue each time we adjust it, so assistance from Customer Service does not push back your shipping date. There are many factors which impact shipping times, mostly related to the items in the order, and where we are in a shipping schedule.

I'll make sure this order goes out promptly when I have confirmation form you that it looks acceptable.

[Fran Crowe]

Sam Phelan wrote:

Hello Fran,

The two emails you received where two solutions I tried for the order. The first, I forced it to pick a certain shipping method, at a certain price. This is the one that lacks the $10 shipping discount.

Realizing it was missing the discount, I asked the system to apply it. This, for some reason, made the system recalculate to a higher shipping cost. I tried various fixes, and the order would not keep the shipping cost stagnant while I tried to apply the $10 shipping discount.

As part of this debacle, you are correct in that it is not calculating the total correctly. This is hard to figure out, because we have not seen this on other orders, and is not a often occurring issue. It seems that the order has data inconsistency issues causing it to be unable to calculate totals reliably.

We have tried to circumvent this by moving all of the items into a new order number. Your items are now in order number 7464603. It took some forced total mangling, but we did get the total to remain at the total I was expecting to see: $411.53

I have sent you a confirmation email under this order number. You will see that the total is the quoted number, and it is the amount that you will be charged. The calculation will look a little funky, but that may not be something we can fix. Just know that the $411.53 total is the total for the order.

I have ensured that the newest card added to the account has been applied to the order. If this is not the payment method you intended, please just let me know.

The order does not leave the queue each time we adjust it, so assistance from Customer Service does not push back your shipping date. There are many factors which impact shipping times, mostly related to the items in the order, and where we are in a shipping schedule.

I'll make sure this order goes out promptly when I have confirmation form you that it looks acceptable.

Sounds like a real pain. Thank you for your efforts. That card is the correct one. The order total and the subtotal look good, so whatever wizardry you used to fudge the shipping works for me.

Thanks again,
Fran