- Report: #882082
Complaint Review: 1shoppingcart - West Jacksonville Florida
-
Author Confirmed
Why?
1shoppingcart
12808 Gran Bay Parkway West Jacksonville, 32258 Florida, United States of America
Phone:
1.705.792.1961
Web:
1shoppingcart.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
1shoppingcart 1shoppingcart.com 1 shopping cart, 1shoppingcart.com reviews, 1shoppingcart, West Jacksonville, Florida
I've been using 1shoppingcart.com for my e-commerce stores to receive and process website payments for over a year. While I'm satisfied with some aspects of 1shoppingcart.com other aspects fall into a breach of contract, outright misreprentation of their services and false advertising. When you sign up for their 1 year of service you prepay a non-refundable amount of over $1,000. They market many shopping cart tools such as upsells, autoresponder, process credit cards and accept Paypal payments, recurring payments, analytics tools and on and on. However, their analtyics tools currently do NOT work. It has been over 3 weeks and their technical support team makes excuses and tells me to count my orders by hand to determine the amount of sales and which of my 500 products have sold. This is ridiculous and there is no excuse why they can't fix this. These tools are what I pay $1,000 per year for NOT something free they include as a courtesy. Further, I've often experienced there autoresponders not working which caused me all sorts of problems to my online business when customers did not get follow up instructions for how to use products or paid newsletter which is supposed to come at set intervals through the autoresponder. Other times I've issued refunds for returns to customers through the shopping cart only to find weeks later there "refund" tool "isn't consistently communicating with master and visa." So I have I have to spend hours going through hundreds of orders figuring out which orders actually got refunded and which ones had a 1shoppingcart malfunction. I consistently find glitches in 1shoppingcart each week. I don't know why their programmers can't take the bugs and glitches out of problems that their customer's consistently tell them about and creates so much frustration and aggravation for their customers. 1 shopping cart technical support is very experienced and skilled in scapegoating all the glitches and malfunctions of the shoppingcart. I've heard excuses like "some customers are processing 10 times more than you so I know it must be working." "You need to call Master/Visa to fix that" only to have them check my shopping cart and confirm it's not working and that in reality it's "a commonly reported problem they're unable to fix at this time." That's false advertising that these tools are not functional or are intermittently working. It's a breach of their service contract. They risk a Class Action lawsuit by their customers who paid for these tools, depend on them to make living, pay employees and deliver products and services to their end customers who have paid for services/products and depend on the functionality of 1shoppingcart to get what they paid for. Poorly working/sometimes working shopping cart software puts small business owners at risk of going out of business when they find the cart didn't properly process orders, refunds, emails didn't get sent out and other tools they depend on fail in the order process or sales analytics tools. I wish I could go to another shopping cart provider; however, after uploading 500 products and download products into their cart and putting the 1shopping cart links on my website it'll take me a lot of hassle to change carts. Don't make the same mistake I made with choosing the shopping cart software that pops up first in the search engine. 1shoppingcart needs to move so much of their budget from sales and marketing to improvement of their shoppingcart product and retaining the asset they already have, their current customers who are getting angry with poorly/non-functioning tools in their shopping cart. Wouldn't it be nice if we could all market and sell a tool, collect payments of $1,000 or more per year and then not need to have budget to keep the software working and take the bugs out? BEWARE: They charge you for each time you use their software for recurring billing. What? That doesn't cost them anything, however, it's another way they squeeze more fees out of your. Did I forget to mention they nickel and dime you for have more than one access ID to your shopping cart? Did you know many of their other tools like UPSELL tools cost you extra like $100.00 per month if you want upsells? Give me a break. That's way to greedy. A lot of ecommerce people I talked are leaving 1shoppingcart due this abuse in miscellaneous fees. Don't get milked of your hard earned money. Get some recommendations from experienced ecommerce users. and don't make the same mistake I made. If 1 shopping cart does make improvements to the problems I've summarized above I will post a positive update to this post and state all their tools and functionality are now working like they promise in their service contract and advertising.
1 Updates & Rebuttals
JustinB
Barrie,Ontario,
Canada
We are sorry and want to help.
#2UPDATE Employee
Wed, May 16, 2012
Hello Bill,
I would like to take this opportunity to reply to your post. I am very sorry to hear that your experience with us has not always beenpositive and I and would like to address your concerns. In the interest of clarity, I have answered each one in the order it was raised.
First, all annual packages are eligible for a full refund within the first 30 days and partial refunds are available up to 180 days after purchase/renewal. For more information, please refer to item F of the Payment & Fees section of the Terms of Service (http://www.1shoppingcart.com/terms-of-service).
Second, I am happy to report that the issues with the Analytics module were resolved May 15th, 2012. Please do not hesitate to contact us if there are any issues.
Third, I would be happy to investigate any issues you have experienced with the autoresponder module. To do so, would you be able to reply with more information? For example, what is the email address of a contact that did not receive the message, what is the name of the autoresponder, when should the message have been received, etc?
Fourth, a common reason why refunds fail is when processing a partial void. If you are unfamiliar with the inner workings of refunds there are two types: voids and traditional refunds.
A void occurs when an order is refunded before it is charged. When an order is placed, the payment gateway verifies there are sufficient funds on the customers credit card and thenapproves or declines the order. However, even if the order is approved it is not charged immediately. The gateway holds all transactions and processes them as a batch at a specific time of day. If the order is refunded before it has been batched it will be a void.
A traditional refund is the opposite of a void. It occurs when an order is refunded after the customers credit card has been charged. In this scenario, funds will be deducted from your account and returned to the customer.
The problem occurs when a void is processed for a specific product in the order. Remember that the funds have not yet been collected. It is not possible to cancel only part of the transaction; either the entire order must be cancelled and replaced or you must wait until the transaction has been batched and then process the partial refund.
When refunding an order in the shopping cart there is an option to refund this entire order including shipping. If this option is not checked, it will be sent (to the gateway) as a partial refund even if only one product was purchased. If the transaction has not been batched then it will be treated as a partial void and, consequently, will fail. To avoid this issue make sure to check refund this entire order including shipping when refunding an entire order instead of checking each product individually.
Fifth, we recognize that any system defect affects everyones ability to run their businesses. Every effort is made to resolve them as quickly as possible; however, please understand that issues can be more complex than they initially appear. The more complex the issue the more time may be needed.
Sixth, our intention is never to shift blame or pass a fault. Our goal is to thoroughly investigate all possible factors. To accomplish that end, the Client Services representative may ask you to follow up with a third party to gather information, check configurations/setting, etc.
For example, a customer reported an issue where orders were processed in a currency other than what was configured in the system; this customer assumed the shopping cart was malfunctioning. The Client Services representative asked the customer to speak with their gateway to determine what currency it was configured with. The root problem was that the gateway was configured with the incorrect currency.
Seventh, 5 User Licenses and the Upsell Express Multi Step are included in the Professional package at no additional charge. The 5 User Licenses allow you to create up to 4 user logins in addition to your own administrator login in order to provide restricted access to certain areas within your account. Upsell Express Multi Step allows for up to ten funnels, each with up to three upsells and three downsells. Both of these features are also available as an add-ons for the Starter and Basic packages. The Professional package is the most feature rich, with options that can be added on for lower tier packages.
I hope this information helped to clear up your concerns. If you have any additional questions or outstanding issues that may be affecting your business, please dont hesitate to contact us. I would be happy to spend some time with you to address them.
Regards,
Steven Nunez
Team Leader
1ShoppingCart Client Services
888-792-1961
