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Purchase trouble
 
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[Solved] Purchase trouble

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Posts: 140
Topic starter
(@magmatic)
Estimable Member
Joined: 2 years ago

Purchasing Birder's Diary has sometimes been a challenge for me. The fact that there is a separate login for that is confusing. But today, I went to the online store, clicked on an item to purchase, and to my surprise, it took me right back to the home screen. OK, what now? Do I log into the separate store account? But first, I logged into my regular account. That did not help. Then, somehow, I found a place to log into my separate store account. That showed me what I had purchased in the past, but not what I was trying to purchase. Then, I opened a separate window and went back to the birdersdiary website. Back into the online store, and I noticed View Cart. I was able to complete the purchase.

The fact that it suddenly took me back to the home screen was jarring and gave me no clue what I was supposed to do next. If that happened to a new customer, I would think it would be off-putting.

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8 Replies
Jeff
Posts: 625
 Jeff
Admin
(@jeff)
Creator & Technical Support
Joined: 2 years ago

Hi David,

Posted by: @magmatic

today, I went to the online store, clicked on an item to purchase, and to my surprise, it took me right back to the home screen. OK, what now?

You mean after you added the item to your cart and clicked on Continue Shopping, it took you back to the www.BirdersDiary.com home page. This is supposed to return you to your last page, but the eCommerce site has been working on this problem for a while.

image

You can simply return to the Online Store pages on this site. Confusing for sure. We are working on this.

This (www.BirdersDiary.com) website has an optional logon. But to purchase, you must log on to the 3rd party eCommerce site (for security reasons; it contains your purchase info) to check out. This has confused more than just you. We are working on it.

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Jeff
Posts: 625
 Jeff
Admin
(@jeff)
Creator & Technical Support
Joined: 2 years ago

Update: The Continue Shopping button on the above page should now always take you back to the page you came from. Let me know if you find differently.

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Posts: 140
Topic starter
(@magmatic)
Estimable Member
Joined: 2 years ago

When I clicked on Annual Everything, all of a sudden I was back on the BD homepage. There was no opportunity to click Continue Shopping. It was not visible. I was not logged on to anything at that point. When I eventually went back to the purchase page and saw View Cart, I could complete the transaction. It never asked me to log onto a shopping site, perhaps because I had already done that when trying to figure out the confusion.

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Jeff
Posts: 625
 Jeff
Admin
(@jeff)
Creator & Technical Support
Joined: 2 years ago
Posted by: @magmatic

When I clicked on Annual Everything, all of a sudden I was back on the BD homepage.

Can you repeat that? I cannot. The eCommerce site is testing issues currently (and yesterday) so it is quite possible that you ran into an update-state where things were in flex for a moment.

Posted by: @magmatic

When I eventually went back to the purchase page and saw View Cart, I could complete the transaction. It never asked me to log onto a shopping site, perhaps because I had already done that when trying to figure out the confusion.

That is probably true. 

Thanks for reporting all of this. I am working with them now in an attempt to make this more intuitive. This is taking time. 

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Jeff
Posts: 625
 Jeff
Admin
(@jeff)
Creator & Technical Support
Joined: 2 years ago

Update: The Login page for the Online Store now has new text to hopefully address this confusing issue.

Here it is...

image
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Posts: 140
Topic starter
(@magmatic)
Estimable Member
Joined: 2 years ago

I initially did not log in to the store. I don't see anything that says you have to do that FIRST. And indeed you don't. But I also did not end up at the the shopping cart where could click Checkout, which would have led me to log in. Instead, I ended up at the home screen with no clue on what to do next.

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Jeff
 Jeff
Admin
(@jeff)
Joined: 2 years ago

Creator & Technical Support
Posts: 625
Posted by: @magmatic

I initially did not log in to the store. I don't see anything that says you have to do that FIRST. And indeed you don't. But I also did not end up at the the shopping cart where could click Checkout, which would have led me to log in. Instead, I ended up at the home screen with no clue on what to do next.

Thanks for clarifying David.

This one is a mystery for me. Try as I might, I cannot reproduce this situation. Please let me know if you can find a combination of clicks that cause this.

The expected purchase process goes like this:

  1. Visit one of the 5 Online Store pages and add a product to your cart.
  2. Click Continue shopping to be taken back to the page you just came from.
  3. Add more items to your cart and repeat 2 & 3;
  4. When you have added the last item to your cart, click the Checkout button.
  5. Now you are asked to log on to your Online Store account in order to complete the purchase through a 3rd party eCommerce site.
  6. Complete purchase and pay
  7. Receive an Invoice in eMail with purchased licenses to use for activation.

At any time, you can View your Cart via the green "View Cart/Checkout" button on all 5 Store pages on this site.

You can also log on to your Online Store account at any time to retrieve past purchases/licenses here.

I have been through this process several times today, and it all seems to be working as expected (outdated instructions notwithstanding). But things do go haywire in rare instances, so if you can reproduce this, it will help the next customer that finds themself in this quagmire of frustration.

And, as always, you know I am always here to help so do not let yourself get frustrated before getting me involved.

One improvement already made is updated instructions and definitions on licensing, accounts, downloads and installations. Thanks for that. Your suggestions will make this clearer to all.

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Posts: 140
Topic starter
(@magmatic)
Estimable Member
Joined: 2 years ago

I cannot duplicated it. There is always the chance that I did something that I don't remember and the site was behaving normally, given what I did that I don't remember. Maybe I mindlessly clicked Home.

We will just have to call this "just one of those things."

Thanks for your kind words.

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