Customer not able to place an order

I am not really sure where to post this as it deals with a few issues... but it's pretty urgent as I don't want to leave my customer hanging.

One of my customers, who has purchased from me before, cannot place her order because she keeps seeing the error 'we are not shipping to your area'.

Now, there are a few important things to note:

• I have 100% downloadable products, NO physical products
• Yes, I did the 'virtual products' fix long ago and my shop has worked fine
• Again, yes she has ordered from me before with no trouble
• Each of my digital (downloadable) products has a .zip file attached
• Yes, I triple-checked the attributes to make sure they had 'downloadable/file' selected
• I use the 'duplicate' method from my existing digital products to add new ones, and they are all set up to be digital products and normally work fine

I am not sure what's happening. I've only had this happen 2 or 3 times before, and it was only because I had forgotten to attach the 'download/file' attribute to the .zip files that I add to my products. I'd go in, look at the attributes, fix that and it would work fine.

My customer listed the products she had in her cart, and I double & triple-checked each one... and they all have the attributes attached properly, and the .zip file is 'green' so there are no errors there.

What the heck am I doing wrong? I have had multiple orders every day since July, so I know there's not some major issue somewhere. I am pretty sure it's something I'm missing with one of the product attributes (though I don't see it!), or else she missed one of the digis in her cart and forgot to note it for me.

Here's my shop: http://meljensdesigns.com

If anyone wants to double-check this for me, you're welcome to add these products to a dummy purchase to see if the error pops up...

• Stirring Mouse
• Chocolate Diva
• Flirty Diva
• Romance Diva
• Snowy Moose

Like I said, I double and triple checked each one of these digital downloads of mine, and all the attributes are working. That was what threw the error before. So what the heck am I missing?

Thanks in advance for your help...

edit I double-checked each of the above mentioned products in my shop, and every one of them has been purchased before with no trouble. All I can think of is she had another product in her cart that she forgot to mention. That's all I can figure. BUT any other advice/thoughts would be GREATLY appreciated. This lady is a consistent customer & fan, and I do not want to lose her.

Are these products_id
866
881
879
878
877

Are there any other Product in the customer's shopping cart?

Yes that should be it.

I don't know if she had other products in her cart. I wrote back and asked her to double-check.

Is there a way for me to check 'behind-the-scenes' for her?

Sorry if that's a dumb question, I still consider myself pretty new as far as Zen Cart coding & whatnot goes.

You could look, via phpMyAdmin at the database table and file the products in the cart for her customers_id from the table:
customers

and the products in the cart for:
customers_basket

I never replied... sorry about that!

She wrote back and said that she tried emptying her cart and adding the products back in, and it worked for her. So thank you. :-)

I am replying mainly because this is happening AGAIN today but with a different lady. I double-checked her files (remember my store is 100% digital products) - I have had other orders today that went through, so I know my shop is working. The files are also set up properly with attributes.

I asked her to empty her cart and try adding the products in again. I haven't heard back from her yet ... but what would cause this needing to be done? Does something happen when someone leaves products in their cart too long?

Okay. So she wrote back and said she emptied her cart and tried again.

Previously I had set Paypal Express Checkout to debug. I saw a handful of emails come through showing her cart contents and that her paypal balance is fine. But no order is coming through, no payment is coming through, and I saw this as the final email... I don't know if this helps, but I have no idea how to decipher these. I need help, please!

2013-02-08 02:29:05

(live transaction) --> https://api-3t.paypal.com/nvp
Request Headers:
Array
(
[0] => Content-Type: text/namevalue
[1] => X-VPS-Timeout: 90
[2] => X-VPS-VIT-Client-Type: PHP/cURL
[3] => X-VPS-VIT-Integration-Product: PHP::Zen Cart(R) - PayPal/NVP
[4] => X-VPS-VIT-Integration-Version: 1.5.0
)

Request Parameters: {SetExpressCheckout}
Array
(
[AMT] => 11.25
[ITEMAMT] => 11.25
[L_NUMBER0] => MD0196
[L_NAME0] => Hop Along Bunny [407] download: zip file
[L_QTY0] => 1
[L_AMT0] => 2.25
[L_NUMBER1] => MD0404
[L_NAME1] => Spring Bunny Trinkets [631] download: zip file
[L_QTY1] => 1
[L_AMT1] => 2.25
[L_NUMBER2] => MD0379
[L_NAME2] => Sew Country Bunny [609] download: zip file
[L_QTY2] => 1
[L_AMT2] => 2.25
[L_NUMBER3] => MD0346
[L_NAME3] => Princess Mouse [573] download: zip file
[L_QTY3] => 1
[L_AMT3] => 2.25
[L_NUMBER4] => MD0041
[L_NAME4] => Birthday Cupcake [234] download: zip file
[L_QTY4] => 1
[L_AMT4] => 2.25
[CURRENCYCODE] => USD
[LOCALECODE] => US
[GIFTMESSAGEENABLE] => 0
[GIFTRECEIPTEENABLE] => 0
[GIFTWRAPENABLE] => 0
[GIFTWRAPNAME] =>
[GIFTWRAPAMOUNT] => 0
[BUYEREMAILOPTINENABLE] => 0
[CUSTOMERSERVICENUMBER] =>
[BRANDNAME] => Meljen's Designs
[PAYMENTACTION] => Sale
[ALLOWNOTE] => 1
[LANDINGPAGE] => Billing
[NOSHIPPING] => 1
[EMAIL] => jamburg##################
[RETURNURL] => http://meljensdesigns.com/ipn_main_handler.php?type=ec
[CANCELURL] =>
http://meljensdesigns.com/index.php?main_page=checkout_shipping&ec_cancel=1
[PAGESTYLE] => Primary
[METHOD] => SetExpressCheckout
[USER] => info_api1.meljensdesigns.com
[PWD] => ****************
[VERSION] => 61.0
[SIGNATURE] => ****************************************************mLZG
)

Response:
Array
(
[TOKEN] => EC-614724350A401780S
[TIMESTAMP] => 2013-02-08T19:29:05Z
[CORRELATIONID] => e866d1637730e
[ACK] => Success
[VERSION] => 61.0
[BUILD] => 5060305
[CURL_ERRORS] =>
)

Okay. Check my two replies above... but I wanted to note that another successful order came through a minute ago. So I have NO idea what is happening with this gal's order and why it won't work. This is the last one that came through for her.

I tried a test order with those products and did a complete checkout via PayPal and the order went through fine and I checked at least 2 of the downloads and they worked fine ...

NOTE: Don't forget to refund my money ... :smile:

Thank you so much Ajeh! I just now saw it come through, I've been away from my computer (my head was about to burst, lol). I have NO idea what happened, or if it was some internet setting on her computer or what. But I sent her an invoice and then emailed her the products.

I'll go refund you right now. ;-)

Okay this is apparently happening again... for all I know it could be happening a lot and people just get frustrated and leave. But it's odd since I have plenty of orders come through with no trouble. I asked this new customer which digital products they are ordering to make sure I didn't mess up an attribute somewhere.

Anyway, since I am using v. 1.5 of the cart, could this be causing an issue? You went through my cart just fine Ajeh, so I am not sure why some of these customers of mine are having trouble... so odd.

If you're really still using v1.5.0, this could be the issue: http://www.zen-cart.com/showthread.php?197182-Known-Bugs-and-fixes-with-v1-5-0&p=1139882#post1139882

Thanks DrByte... but no, I did that fix long ago. And Ajeh even tested the exact products that one of my customers tried ordering and had no problem. So... no idea what's going on, it's very odd. Ironically the latest gal's order went through when she tried purchasing one item instead of three.

Is it still the "we are not shipping to your area" message you wrote about in your first post?