need tech support number

[missashtyn]

Hello I am looking for a tech support number. I just received orders in the shopping cart from sept 30th today is the 3rd of oct. Also I never received email confirmation and because of the security issues where you receive the middle cc numbers in an email I do not have these for the orders so I cannot process these orders????

I need to get the information for these orders its bad enough that I didnt receive the orders for four days and not I have angry customers because their orders have been delayed with shipping but I cant afford to send these orders out without charging them

I would appreciate help

thank you
Melissa

[Kim]

There is no tech support phone number. The forum is the support system. Please post the exact problem. the Zen Cart version you are using, the php version and MYSQL version and any other pertinent information in the appropriate forum.

[missashtyn]

I apologize in advance I have no idea which catagory this would fall under

here is the info I got off my website

Server Host: intrepid.acenet-inc.net (209.31.115.34) Database Host: localhost (127.0.0.1)
Server OS: Linux 2.6.9-55.0.2.ELsmp Database: MySQL 5.0.27-standard
Server Date: 10/03/2007 19:24:07 Database Date: 10/03/2007 19:24:07
Server Up Time: 19:24:07 up 33 days, 11:56, 3 users, load average: 7.55, 10.58, 10.22
PHP Version: 5.2.1 (Zend: 2.2.0)
HTTP Server: Acenet Inc
Zen Cart 1.3.7
Database Patch Level: 1.3.7
PHP Version 5.2.1

my problem is : 1. My orders are not coming through until days later
2. I am not getting emails that are showing me the middle credit card numbers so I cannot charge these numbers
I need to be able to get my last 5 or 6 orders credit card numbers and find out why my orders are not showing up until days later

thank you
melissa

[Merlinpa1969]

What are the settings you have in
admin -> configuration -> email settings

as for the past orders the CC numbers are not stored in the DB

[missashtyn]

so I have no way of getting those emails? This means I will be out hundreds of dollars

[DrByte]

Some questions to assist in troubleshooting:

1. Did you ever get any emails for credit card middle-digits?

2. How many test orders did you do before launching your store? How long did it take for those emails to arrive?

3. When was the last time you received the emails and CC info properly and "timely"?

4. Do these "recent" orders show up in your admin area? What was the date on them?

5. Are your emails arriving late, but the orders showed up in the admin area right away at the time they were placed?

a) If only the emails are late (which I suspect is the case), then you really should talk to your hosting company about "why".

b) You shouldn't be relying only on emails to notify you that orders have been placed -- especially if your products are of a type such that your customers are likely to expect immediate delivery. You can log into your Admin area once or twice a day to process orders -- they're all there waiting for you.

6. You're most likely going to have to ask your customer for those middle digits again, unless those emails come through later. They haven't been charged yet, so you won't be double-charging them.
(I'm assuming you're using the offline basic Credit Card module so you can process the cards via your own POS terminal.)

so I have no way of getting those emails? This means I will be out hundreds of dollars

You're not out anything. You haven't shipped, and you haven't charged. You still have products. You've not spent money. You've not incurred expenses. You've got customers waiting. You'll just have to touch base with them and nicely ask them for the CC info again so you can complete their order. Perhaps offer them a small discount for the inconvenience, or a faster shipping method at no extra cost.

[Vinyl Signs]

so I have no way of getting those emails? This means I will be out hundreds of dollars

Melissa,
When you choose to use an open source shopping cart system like Zen - it is a good idea to ensure that you are happy with the whole setup/system - before you go live with it.
As the program is open source - and effectively free - you are taking on the responsibility of setting up - and administering your shopping cart yourself.
There is no support system in place as there may be for a commercial (paid for) program - the support - as someone has already mentioned - is this forum - and as far as I know - all these kind folk help out here for free...that means they are out hundreds of dollars in time..
Although the program is free - it is not without cost - you have to decide when you choose a shopping cart - whether you are willing/able to invest the time necessary to get it working for your particular use.
If you would be happier with a Telephone support line - and backup/support - there are many other (expensive) shopping carts available - where you may be able to call for help - in my experience - they are very often no more helpful than the (free) help you are able to call on here...
Don't be offended by this - I know how frustrating these issues can be - I started working on Zen many, many months ago - and have still not got a usable site - but I am not complaining - I made the choice to use Zen - I have to stick with it and learn as I go - eventually I know that with the flexibility of Zen - that I have the potential to build a good store - and the greatest benefit (as I see it) - is that I will know how it works...
I hope you get the problem sorted in good time...

[afo]

This may be off the wall, but does your email include a "junk mail" folder? Have you checked it for the missing emails? I've had problems with important emails being misdirected by well meaning email programs.

[missashtyn]

--------------------------------------------------------------------------------

1. Did you ever get any emails for credit card middle-digits? yes I have for a few months

2. How many test orders did you do before launching your store? How long did it take for those emails to arrive? quite a few

3. When was the last time you received the emails and CC info properly and "timely"? end of sept

4. Do these "recent" orders show up in your admin area? What was the date on them? the orders didnt show up on my admin until the 3rd

5. Are your emails arriving late, but the orders showed up in the admin area right away at the time they were placed? never got the emails orders are not showing up on time

a) If only the emails are late (which I suspect is the case), then you really should talk to your hosting company about "why".

b) You shouldn't be relying only on emails to notify you that orders have been placed -- especially if your products are of a type such that your customers are likely to expect immediate delivery. You can log into your Admin area once or twice a day to process orders -- they're all there waiting for you.
I am not relying on emails for orders again these orders never showed up until days later

6. You're most likely going to have to ask your customer for those middle digits again, unless those emails come through later. They haven't been charged yet, so you won't be double-charging them.
(I'm assuming you're using the offline basic Credit Card module so you can process the cards via your own POS terminal.)

I do not take offense to suggestions I do take offense to you assuming that I just threw this together yesterday and went live with the website and no I have my spam folders turned off
I realize that this is a free shopping cart but as wide known as it is I guess I wouldve figured that there wouldve been some technical support other than a forum I do appreciate everyones time and responses and yes I will be going back to my old website company since I have lost a lot of money in the last couple weeks

Melissa

[Kim]

Comes down to - it worked before, it doesn't work now - yell at your host!!!