Preorder Issues

Created about 2 years ago by Kevin Smith with 13 comments
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15230176 Joni Dee · Author · edited about 2 years ago
@Christopher Huang @Thaddeus Woodman @Elena Stofle Thad, this maybe the case in an order i asked you to check that the guy is adament he ordered and I didn’t see anything (still waiting for you email reply please) for urofra@****

Also if you can check serge****  who ordered 5 copies, i got a confirmation in my email (and he’s on the readers list) but for some reason not showing up on my Dashboard contacts... thanks
Portrait Christopher Huang · Author · added about 2 years ago
I’m beginning to form a theory as to what happens. It IS a lag issue, but not in the sense of time between ordering and notification: it looks to me as though a sufficient delay between the act of ordering and the act of confirming the order can cause the order itself to disappear. This makes sense, in a way: if someone stops short of confirming their order, presumably that means they’ve changed their mind.

But the thing is, a lag can make it LOOK as if someone has changed their mind. It can be a result of either a system glitch or a user glitch. I think this has happened twice with me: once when someone delayed clicking the "confirm" button, and once when a system lag caused a delay in processing a confirmation. The result was the same: the order disappeared.

If someone says they’ve ordered, but their order hasn’t shown up ... then as far as the system is concerned, they haven’t ordered. I would advise them to check their credit cards to see if any activity has taken place (was their order cancelled?) and maybe try again.
Luft 30  linkedin square Alastair Luft · Author · edited about 2 years ago
Hi, I’m having a very similar problem and most of the people pre-ordering are from Canada. I’m also having an issue where the real velocity graph is drastically out of touch with the stated number of Pre-orders (by almost 70 books). Regarding the first issue, some of the people have been successful on second or third attempts, however, they’re concerned they may have double ordered, particularly since at least one of them received two confirmation emails for two different amounts for the same pre-order.

As an added issue, some people claimed to have ordered, yet there has been no notification email to me, nor have the overall numbers increased. Don’t think this is simple lag issue; someone who tried to preorder a book the very first day of the campaign still hasn’t shown up as having preordered, now 4 weeks in.
11822672 10153561216304433 2908637650851023738 n Nicola Sarjeant · Reader · added about 2 years ago
My friend also finally managed to do it (on a PC, I think), but he said "not without a glitch".  He has sent an email, I think, but @Thaddeus Woodman I will DM you.
It does seem like  these problems (judging by some of the people who have posted) may be due to people pre-ordering using non-American addresses.
15230176 Joni Dee · Author · added about 2 years ago
he finally managed to do it, but i will DM you his name.
Img 0366 Thad Woodman · Inksharesian · added about 2 years ago
Hi @Nicola Sarjeant & @Joni Dee can you DM me with the customer’s info so I can look into it?
15230176 Joni Dee · Author · edited about 2 years ago
Similar issue a friend using Amex got error processing your card - and an advise to contact inkshares 
11822672 10153561216304433 2908637650851023738 n Nicola Sarjeant · Reader · edited about 2 years ago · 1 like
I just had a friend in Canada try to order a book.  He tried two different credit cards and he is getting the message "there is trouble processing this card".  Is it an issue with postal code/zip codes, or any other ideas what could be the issue?
It would be REALLY helpful if the pre-ordering process for physical books was made easier/more streamlined, especially for non-US addresses.
*edit: turns out he was using an iPhone. Is this an issue?
10010804 10204405977324996 934323765199511974 o André Brun · Author · added about 2 years ago
I have recently been told by @Samantha Colaianni that she had problem order my book Lies and Deception.  @Samantha Colaianni is it fixed now ? were you able to order ?
Img 0366 Thad Woodman · Inksharesian · added about 2 years ago
Hi Kevin, thanks for letting us know. I’m getting in touch via email to help troubleshoot the issue.
Picture Kevin Smith · Author · edited about 2 years ago
That’s another good question. Neither card works, credit or debit.
Picture Kelsey Rae Barthel · Author · added about 2 years ago
You can pay with debit?
Picture Kevin Smith · Author · edited about 2 years ago
When I attempt to preorder a book, it states that my order went through. However, I don’t see any notice that I have purchased the book or a debit to my bank account. I also received an email from my bank stating it has issues with the hosting client.

Has anyone else experienced these issues?