We are in trouble and need some help.

[PoolGeekPresident]

We have recently launched (September 17th) our new ablecommerce port of our website at http://www.poolgeek.com and have some major problems and need some help. First, ablecommerce is identifying american express transactions in the transactions table as a mastercard. This prevents us from doing any kind of accurate reporting for reconciling our bank statements. Secondly, no cogs is working for kits. We are flying blind as far as profit goes. Both of these things seem like major errors and we have opened tickets and called/emailed many times about these problems and are recieving no help from tech support. Ablecommerce or forums members we need your help please!

Matthew Austin
PoolGeek.com
President

[jmestep]

American Express is working fine in a store I looked at. In the ac_PaymentMethods table, it should be PaymentMethodId of 3, and in the ac_Payments table, it will show a 3 in PaymentMethodId. Mine also display correctly in the admin.

[compunerdy]

Are you not using any accounting software? With Joe's quickbooks export I can put all my orders into it in minutes and run every kind of COGS report imaginable.

[mazhar]

American Express seems to work fine on the final version. ac_PaymentMethdos, ac_Payments and ac_Transactions table all have proper entries.

[heinscott]

1) The COGS is not working for kit items.
2) The American Express / Mastercard swap error happens only once every 5 days or so.

Scott

[jmestep]

Scott, can you look at those orders and see if they tried a different kind of card first?

[heinscott]

Nope, they did not.
The card is marked as MasterCard in Able, but, in Authorize.Net the transaction shows as Amex. When you look at the card number, too, it is clearly an American Express number. I have verified this down to the data in ac_Transactions.

[Shopping Cart Admin]

Secondly, no cogs is working for kits. We are flying blind as far as profit goes. Both of these things seem like major errors and we have opened tickets and called/emailed many times about these problems and are recieving no help from tech support. Ablecommerce or forums members we need your help please!

As I explained to Scott via my updates to him as early as yesterday morning, we were short handed last week. It takes time to verify issues and get them reported. To say you have called, emailed many times about these problems and are receiving no help from technical support isn't accurate.

[AbleMods]

Nope, they did not.
The card is marked as MasterCard in Able, but, in Authorize.Net the transaction shows as Amex. When you look at the card number, too, it is clearly an American Express number. I have verified this down to the data in ac_Transactions.

Perhaps this is where Judy was headed, but is it possible those particular transactions where the result of the new retry-failed-authorization enhancements to the checkout process?

I haven't deployed the feature so I don't know exactly how it works. But is it possible the customer tried a MC, failed the authorization, then used an AmEx and succeed? Or even visa versa?

The question would be how that looks on the admin side - does a failed-with-retry-enabled authorization record two separate payment records for that order or just one? I would think it would record two just for good auditing purposes but again I don't know for certain.

[Shopping Cart Admin]

Hello Matthew Austin,

If you don't reply to my post I will remove this thread as it has no basis and we have open tickets on these issues, where Scott has accurately described the very few times the issue has happened with authorize.net, which only showed up a few days ago.

You have not ' called/emailed many times.'

You have personally challenging the effort my staff puts into the support of our product, I will not let you comments go unchallenged. We all work our ass off for our living and I will not stand for an inaccurate post of this nature.

Scott is an active member of our community (thank you), however your FIRST post to our community with no reply (to my reply) is having quite the opposite effect with my firm of your desired intentions.

1. The issue with CC hasn't been reported by anyone else in thousands of installs.

We are flying blind as far as profit goes.

2. COGS not being reported in a report is hardly a show stopper, I'm hopeful that you know your making money with your products well before you price them and add them to your store.

[jmestep]

Just a note here:
Scott, you have done a fantastic job of customizing the site and it has helped some of the rest of us!

[PoolGeekPresident]

Hello again everyone,

I am sad at the negative tone that this post has lead to. It was not my intention to start some kind of flame war between myself and ablecommerce. We are a multi million dollar company and tested thoroughly a lot of ecommerce platforms before choosing what Scott and I feel is the best one out there. If I came across frustrated, I was, but I certainly didn't want to offend anyone or accuse anyone of not doing their job. I still feel that this platform is the best option for a business our size and if you could see some of the bleeding edge back end stuff I have burdened Scott with creating you would be amazed. I think we are pushing this software pretty hard and exposing some things that may not be picked up under normal operation. But, believe me other than these couple issues I could not be more happy. As far as the emails and phone calls go I would rather not get into them here, but if someone at able would like to get specifics I would happily email or talk on the phone with them.

Thank You,

Matt

[calvis]

Hi Matt,

You have piqued my curiosity. Why don't you share with the community some of the bleeding edge stuff that you have done? We are all looking for good ideas to implement with the software.

if you could see some of the bleeding edge back end stuff I have burdened Scott with creating you would be amazed.