Hi All, I'm just wondering if anyone else is having the same issues as me when it comes to Order Forms...About 3 months ago I opened a ticket because Infusionsoft order forms were telling customers that their "order failed" for whatever reason, yet it would charge their credit cards anyway. Since customers thought their order failed, they would correct any mistakes and it would go through finally - but their cards were charged again on the second try. The problem is that they should have never been charged on the first attempt. This is a major problem because, I now have to watch the system like a hawk and make sure I go into my authorize.net account and void out any double charges. We don't want angry customers or chargebacks.

Well, I have uploaded almost a dozen examples (all including screenshots) to my case in the fusebox and after almost 3 months of first reporting the issue, 4 or 5 phone calls with customer service, AND with the product support engineer apparently on the case, NOTHING has changed.

Ironically, today I tried to place an order on Perry Marshall's website and guess what? I was told my card was declined. Assuming this to be true, I promptly called American Express to remedy the situation...only to find out that the charges in fact DID go through. This was especially interesting because I had one customer service guy tell me that apparently this problem seemed to be "unique" to my application. Ummm, no. And if we're all running on the same code base (which I'm told we are), then how exactly would this only happen to me?

So the reason for my post here is 2 fold:

1) I want to know if anyone else has noticed these problems in their application

2) I want Infusionsoft to FIX this problem ASAP. It goes without saying that this is a CRITICAL issue and that 3 MONTHS is totally unacceptable for this to still be going on without any resolution in sight.

As I side note, I'd rather see the existing system WORK before seeing any further "enhancements". Don't get me wrong, I love what Infusion can do, but it needs to actually DO WHAT IS SAYS IT CAN DO before "adding on". But that's an entirely different post...

-Susan

Susan,

I imagine a bug like this was escalated. My apologies for not catching this earlier. If you could update me on the progress of it, that would be great. This forum is not intended for support matters (specifically), but I understand if you had an issue and tried to inform others.

Do you have a case number or ticket number with this? I'd be happy to check it for you and give it a second opinion.


Thanks,
Joe

Thanks for your reply, Joe.

Yes, my case # is 13030, submitted on May 8. I was told over the phone that it had been escalated to "critical" status way back then. Yet almost 4 months with no fix? And this isn't the first time a so-called "critical" bug has taken a long time. In fact, one rep (I talked to a few over the months) told me this was the worst bug he'd seen. I'd have to agree. Double charging customers is quite serious. For almost 4 months now, I'll I've gotten from customer service is "Yeah, we're looking into it". Sorry, that's just not acceptable - especially for the type of issue it is. Not to mention,I've updated the case pretty regularly with detailed screenshots of everything. They know exactly what's going on.

I do understand that the forum is not really the place for this, however, I'm feeling very frustrated, as I'm sure you can imagine. When you're not getting help via the intended means, you try whatever you can to get some attention to the matter. If "critical" status actually carried any weight and the development team had issued a fix in reasonable time, I would never have had a reason to post here. But I feel desperate to get some help...

Thank you for offering to look into this, I really hope to be updated and that a fix will be issued soon so that I don't have to worry about this anymore. I'm sure you can imagine the frustration we've experienced with the type of issue.

-Susan

Susan,

I completely understand where you're coming from. I've reviewed your case and I want to say sorry for the length of time this has been happening. I also want to thank you for providing so many examples which help our team out in narrowing down the cause of this.

I've elevated this to our developers and support team to review and possibly steal a developer for a day to fix. I can't promise it will be fixed soon, but it is important to us that it will be fixed.

Thanks for your vigilance and patience in this issue.

~Joe

Hi Joe, just thought I'd give you an update. Things have actually gotten worse. Customers are constantly being overcharged on almost a DAILY basis. I submitted the new case to the Fusebox 2 weeks ago and also called in at that time. The support guy WAS able to duplicate the problem, but STILL, almost 2 weeks later, it's not fixed. I can't begin to explain how frustrating and disappointing this is. Infusion promised freedom and automation, yet I have to sit by my computer constantly just to keep an eye on my orders so I can void out any erroneous charges before the batches are submitted for the day to avoid having to explain to a customer why he charged $300, when it should have only been $39.95. I will be calling support on Monday to speak to someone (hopefully a manager) to find out why this supposed "escalated" issue is still there. FYI, the new case number is: 25524 and as usual, I've uploaded almost a dozen examples and screenshots. This is a CRITICAL issue and I just can't even believe that these types of reported and known issues are simply left sitting around. This has been so stressful for me to say the least...

Hi Joe,

Can you please review my ticket 28121 in app m168?

I know that it is being fixed but I REALLY need extra info I've asked for to track down potentially thousands of dollars in lost sales due to this latest glitch.

And in the past, when I've made such requests, they've been ignored -- so that's why I'm asking you.

Thanks,

Alan