AbleCommerce Shopping Cart Software

Hi Katie,

We have a situation where the customer was able to put through an order without selecting a shipping method. Not sure how she did this. When we login as the customer and create the order we get shipping methods to select.

From the admin side customer service went in and added the shipping method. Unfortunately, they did this after they captured the payment. The customer now has a balance on their account for the shipping. Since they live in LUXEMBOURG customer service is not able to reach them over the phone to get the cc information. They would like the customer to make the payment from their end. How do they do that? When I login to the customers account I do not see any place for them to make this payment. Since we added the shipping on our end I don't think what customer service is asking can be done. Maybe you have a work around or something I am not seeing.

The order number is 12181.

Thanks,
David

Hello David,

If you login as the customer and view the order, you should see some text and a link. Something like "Order has a balance due, click here to pay."

Do you see this?

Thanks,
Katie

Katie,

No I do not see that link.

The order total shows the shipping we added but I do not see the link you are describing anywhere.

Any thoughts?

Thanks,
David

We've had this feature since the beginning. Are you sure it's not on the invoice?

You should be looking at /Members/MyOrder.aspx?OrderNumber=12181

The text is just above the "Payment Information" section.

** Your order has a balance of $xx.xx due. Pay Now.

If you don't see this, then is it possible that someone removed the feature with a customization?

Thanks,
Katie

Katie,

I spoke with customer service and they tell me that this has always worked in the past. Gail even sent the customer an email telling them to go to the order and click the link. Only after hearing back from the customer that they could not find the link did we realize there was an issue.

Just to confirm the steps customer service took:

1. Brought up the order and captured the payment.
2. Realized that the shipping was not there.
3. Added the shipping and then emailed the customer to go to their account link, view the order and click on the link about the balance due.
4. Customer responded back saying they could not find the link.
5. We confirmed the link was not there and then I contacted you.

It appears that this might just be a burp in the system. I don't know if you have access to any logs that might show if there was an error when customer service added the shipping. If not then I guess we chalk this one up as an anomaly.

Let me know if there is anything that can be done to get the link to show. Since this customer is on the other side of the world it would be easier if they could just make the payment from their account.

Thanks again for all your help!!

David

Well, the first thing I would do is create an order, log a test payment, and the adjust the shipping to create a balance due. Test the invoice page yourself and confirm the Pay Now link link exists. If it does, then take a closer look at the order in question. Make sure it hasn't been cancelled or that it actually shows a balance due amount.

I don't think the code would glitch for something like this.

Thanks,
Katie

Assuming your site is the one I think it is, I logged in as a customer who had an unpaid order and checked the My Order page. The link to pay the order is on the page next to the red text that says there is a balance due. You have to scroll down the page and the link is above the shipment information section.
If the one I checked is not your site, check your MyOrders page code. The link is something like this- the Pay Now link isn't very obvious.