***UPDATE*** Since the latest AOL upgrade, AOL members no longer have a problem ordering!
SIMPLE PROBLEMS:
- IF SHOPPING CART WILL NOT ADVANCE PAST THE ORDER FORM: You simply need to click on 'PURCHASE for x amount of dollars.'
- IF SHOPPING CART WILL NOT ADVANCE TO THE CREDIT CARD PAGE: Please read below...this is not something that can be 'fixed' on our end.
- IF SHOPPING CART WILL NOT CHECK OUT AFTER GIVING CREDIT CARD INFORMATION: You have missed filling in one of the lines of necassary information. If no information is pertinent in your case, please add xxx's there. Something must be filled in all the spaces for it to advance to check out.
- The main mistake people make is in putting a dash '-' between numbers when entering charge card number.
- AT THE END OF EACH PAGE, you need to click at the bottom to go on to the next page.
This advances you to the page for giving your name and address information.
You should NOT use the dash.
Hi Dolores,
Just wanted to fill you in on my progress...I had been typing in the web address because I'd only found
out about you a few days ago when someone answered my query on a home crafters list.
Anyway, I tried everything again with no luck and then I thought of cookies! So, I went into my
computer and changed it to accept sugarcraft.com and sure enough, my shopping cart works now. Thank
you!
I appreciate the time you've taken to help.
God bless and have a great day!
| PROBLEM: YOU HAVE
'COOKIES' DISABLED:
PROBLEM: If you have COOKIES configured to be disabled and you fill out an order...BUT NO ITEMS SHOW UP IN YOUR SHOPPING CART: please read the following explanation for why this won't work: If the shopper had cookies disabled
in their browser, and the cart tried to use their IP address for identification,
but they are on a proxy server that CHANGED their IP address while they
were entering their shipping/billing address. When they clicked the submit
button, the cart would record their shipping/billing
Pleae make sure you have cookies enabled in your web browser. |
| PROBLEM: SSL
SECURE PAGE HELP:
In early 2001 technicians involved with security concerns and web browsers
are changing the way secure pages are handled. Some of it is experimental.
We cannot change our script on a whim. Please bare with us concerning this
wonderful new medium of the Internet. It WILL improve with time. But for
now, we all must just manage the best we can with what we have. Netscape
6 will not work, All Netscapes before ver 6 WILL work.
For technical help, please Dolores 
Good information. This shows exactly
why you can't use our shopping cart with some browsers...or some versions
of some browsers:
If you are using a browser that does not support SSL, then you won't be able to connect to a secure real-time credit card processor. If you are using an AOL or Compuserve or Netscape 6 browser that doesn't support SSL, then you won't be able to connect to our secure page. Customers with the above browsers,
please click here: https://secure.cnchost.com/www.sugarcraft.com/cgi/ssl.pl
Here is an example of a page that
uses SSL:
|
| PROBLEM: AOL,
CS OR OTHER USERS:
These tips might help you:
1. Click in the box in front of your chosen item. At this time, you can choose to order more than one of an item (in most cases) to the right of each item. 2. You must also click on the icon at the bottom of that group 'Add to cart'. 3. I can have an error. This usually results in your having the WRONG item drop into the order. There is nothing you can do in this case, except to alert me to the problem. Please email me and I will fix the problem right away. 4. When you come to the page to enter your name, address, etc, you must fill in all blanks in order to advance to the next phase, the credit card page. If a 'blank' does not apply to you, add x's. 5. Check your credit card number carefully. The shopping cart 'knows' the difference between numbers. Your CC number is coded into groups. Do not have spaces or dashes in your credit card number. 6. Check your expiration date carefully. No CC can be processed with other than the exact exp. date. 7. It can be as simple as the time of day you are ordering. I have noticed that at low-traffic hours mid-day, orders arrive more smoothly regardless of browser used. At peak evening hours ANYTHING can go worng! It won't be your fault but nothing you can do to fix it either. |
NETSCAPE 6:
Don't download it if:
1. You are using Netscape's Composer
for editing your web pages! You cannot see tags in edit mode. This makes
it virtually impossible to use.
2. Many worthwhile sites won't operate
at all in Netscape 6. These include: DialPad.com, Octopus.com, ThinkFree.com,
amoung others.
OLD HELP FILES FROM HERE DOWN...I'm going to leave these on hoping that they are also of help to you.
| YOU CAN'T ADVANCE PAST THE ORDER
PAGE TO THE SECURE CREDIT CARD PAGE:
If you you are using AOL.... It is possible for aol members to reconfigure their defaults to such an extent that it renders our secure charge card page inaccessible. One thing is 'Parental Controls'. OR set it to not allow 'cookies' - either will prevent you from advancing to our secure credit card page. You can disable or enable that using 'my aol' very easily and fast. There are other things too. I wish I could tell you. But aol works just great at its default settings. I paid for it for several months to test it and it worked for me everytime. Many many people use AOL to send me orders daily. The next page you should have come to is the charge card page. Possibly you are not going to the bottom of the page to click on the next step...a simple problem. Otherwise it is your settings. You can either log online using aol, then open Internet Explorer, type in http://www.sugarcraft.com and use that...faster too! Or disable Parental Controls if that is it. I have an aol help file that also might be worth reading. NOTE ABOUT 'COOKIES': We are in no way collecting information on you. I don't even log the information. Least of all I do not sell names. I detest Spam. Just to let you know I wouldn't do those things. |
| THE "FIX"
If you didn't get confirmation (automatic response from Sugarcraft), then its almost certain that we didn't recieve your order. AOL is your problem. (We have noticed WEBTV may also have a glitch.) AOL is a 'browser' (allows you to motor through the web). So are Internet Explorer (comes with new computers). And so is Netscape, (free & VERY reliable) and you can download it at: www.netscape.com - Netscape's Composer, which is included, can also be used for designing web pages. You will find Internet Explorer, or Netscape to be the faster browsers. It will work with AOL this way:
Open AOL and log on as usual.
Let me know if you don't understand...and IF this does work for you okay. THEN, if all that does not work, please use this order blank instead: ORDER FORM link |
READ THIS from an AOL member who figured out how to use my shopping cart:
From a customer on aol:
Dear Sir or Madam,
I just wrote saying your shopping
cart software didn't work for me. I was
using AOL's browser and it didn't
proceed into the secure order processing.
I switched to Internet Explorer
and it worked fine. You might put a notice
on the page that the shopping cart
will not work in the AOL browser.
Vicky :-)
UPDATE! This is from one of our customers who got some help: Please read carefully!
-----------------------
From an aol member emailed to
me:
Subject:
Technical Support Question] from yesterday
Date:
Thu, 18 Nov 1999 12:18:18 -0500
Subject:
Fwd: Technical Support Question
Date:
Tue, 16 Nov 1999 22:32:31 EST
From:
deleted
Here was AOL's response when I contacted
them about ordering through your
site. At least they gave me a decent
answer and possible solution. Thought
you might like to see it. Marty
Foreman
----------------------------her original message------------------------
From: deleted (her initial
request for help:)
To: casemail@abbott.office.aol.com
Field 1 = GENERAL QUESTION
Field 3 = go to site sugarcraft.com.
There is a message there for AOL users.
I can't order from this site and
their message explains why. Maybe AOL can
work on this. I try to get my friends
to think AOL is the best.. many insist
on mindspring or netscape. Prove
me wrong. Thanks
-------------------------REPLY FROM
AOL TECH------------------------------------------
Subject:
Re: Technical Support Question
Date:
11/16/1999 23:07:47
From:
<support@aol.net>
To:
<deleted>
Dear deleted,
We would like to thank you
for spending the time to write to us. My name is <b>Joseph</b> and
I am writing to you on
behalf of America Online in response
to your recent e-mail.
In regards with your concern, I sincerely apologize for the inconvenience this issue had brought you.
I understand that you are unable
to order in this site through their shopping cart because of the what they
say the caching
system that AOL did. It may be true
that you will not be able to open the second page as another window there
is still
another way out of it. Please follow
the steps below.
1. Type <i>http://sugarcraft.com/</i> at the URL box and then click GO.
2. Once the page is loaded, you will
see a heart icon on the top-right bottom of the window. Drag this icon
to your
Favorites icon to save it as a Favorite
Place.
3. Do not close the current window. Click FAVORITES icon and choose this site that you have save to load it.
4. Another page will be launch. Now you have two windows and so you can now make your order.
Thank you for your patience with this matter.
Tip: Keyword: <A HREF="aol://1722:help">HELP</A>
usually have the answer to your question regarding AOL related issues and
features; and Keyword: <A HREF="aol://1722:mhm">MHM</A>.connect
you to members who are willing to give a helping hand on
almost everything on AOL.
Thanks again for writing AOL.
I hope you were satisfied with the service you have received. Please
feel free to write
anytime you have questions or concerns.
Have a great day!
<b>Joseph A.</b>
Customer Care Consultant
The TechMail Department
America Online, Inc.
P.S. If you need further assistance
regarding the issue kindly forward your original email and this reponse
so that I or
any of my fellow technical consultant
can keep track of our improvements. You may also call our technical representatives
at 1-800-827-3338 or 1-800-827-6364.
ANOTHER
RE: But WHAT did you find out that worked? I'm glad you figured it out.
I followed the suggestions on your
site... I brought up Netscape while on
AOL, and it worked out that way.
Older help files:
HAVING TROUBLE ORDERING THROUGH OUR SHOPPING CART USING AMERICA ONLINE?
There are problems with the method
AOL uses to store files...through the caching.
There is nothing that I can do about
this. It is soley a problem of AOL's and up to them to address it.
As an AOL customer, YOU should complain
to AOL or it will never change.
This is a recent problem. AOL has
changed something...and they know it!
You may never be able to use our
shopping cart since your provider is AOL.
There is nothing anyone can do about
that except AOL.
Your problem is that AOL doesn't allow 2 pages to be open at once..AOL is set up to close the order page, thus it loses the memory of the first page when you go on to the charge card page. The shopping carts need to send 2 pages open to send with each order, see. The charge card page is SECURE.
This is the way AOL chooses to set
up their system. If you don't like the way they do things, I suggest you
either find a local provider (FASTER/NO porno!) Or, if you don't like
the email you get, you can filter -with Netscape- it out and there
is no limit to the amount of filters like with AOL either!)
OR complain to AOL and help to get
this problem rectified.
*If you are having trouble ordering through the shopping cart, please COMPLAIN TO THEM. Apparently AOL has changed something recently that does not allow you enough memory to keep both the order and the charge card pages open, to send both. The order deletes when you open the page to add your charge card information. Only AOL can change this.
THINGS TO TRY:
1. If you
have ordered here before, please choose "USE CREDIT CARD ONFILE" and hit
SEND.
3. Complain to AOL!
4. Change providers! There are MANY other providers. Don't be afraid that they are complicated. They will help you every step of the way...or they won't have you for a customer! You do NOT need to give up AOL before doing this. Get it working first.
To find a local provider, search this web site through your own area code: http://thelist.internet.com/
All you need
for Internet access without AOL are:
1. A local
access Internet Service Provider (ISP).
2. Netscape
(FREE to download!) > http://www.netscape.com
To use your new ISP: Log onto the modem by your provider (you'll have an icon). Then open Netscape. You're on! It is that easy. Expect the cost to be cut in half!
The shopping cart is the FASTEST method to order by, and also the most reliable. If you forget to tell us the name or stock number of an item, you will need to be emailed for that information, delaying your order until you respond.
HELP WITH AOL & PICTURES
As an AOL user, you will notice that
most of the pictures on this
site will appear blurry and distorted.
This is due to AOL's use of
what is known as a proxy caching
system. This is used to save
bandwidth over the internet, by
storing a copy of a website, locally
at America Online, rather than having
each user retrieve the same
webpages over and over from the
actual website. Because of this
feature, AOL offers additional graphics
compression of images
stored locally at AOL within its
proxy cache, which makes the
webpages load up even faster due
to the decrease in file size.
Unfortunately most graphics on the
net are already compressed in
the JPEG (.jpg) format and additional
compression causes
graininess and graphic distortion,
especially when colors are very
similar (like the close shades of
gray used as the background on
this site)
This additional graphic compression
is controlled by your AOL
software on your computer and graphic
compression is on by
default. For best result with this
website and others like it, these
are the steps needed to turn off
additional graphic compression
with your AOL software.
STEP 1: Load your America Online software.
STEP 2: Click on Members and then click on Preferences.
STEP 3: Click on the WWW icon.
STEP 4: Click
on tab labeled "Web Graphics" on the top of
the window as shown below.
STEP 5: You'll
be presented with the following window
below (Note: Image is cropped to
reduce size). Typically the
"Use compressed graphics" should
be checkmarked. If it
isn't, then you shouldn't have any
problems viewing our site.
STEP 6: If
"Use compressed graphics" is checkmarked,
uncheckmark it and click on "APPLY"
at the bottom of the window.
STEP 7: Now
you must empty your disk cache. The AOL web
browser stores graphic files on
your harddrive in what is
called a "disk cache". These graphics
are from websites
you've already visited. When you
revisit a website, it
checks to see if the graphic files
were already stored in
your disk cache and loads it if
was previously stored,
otherwise it retrieves it from the
website (or the proxy
cache if graphic compression was
enabled). This disk
cache must be cleared otherwise
the brower may reload
the old blurry distorted picture
it had stored in your disk
cache when you had graphic compression
on. To do this,
Click on the tab labeled "General"
on top of the window
and click on "Delete Files" in the
section labeled
"Temporary Internet Files".
STEP 8: Click on OK when prompted with the window below.
STEP 9: You
be back at the window below. Click on OK and close
the Preferences window. Now you
can visit the website
as usual and see the crisp graphics
we display, without
the distortions caused by compressed
graphics. Pictures
may take longer to load but
will be well worth it.
Here is a note from a customer who managed to use AOL to send me a large order via the shopping cart. I think that if she can, it IS possible and that possibly it could be the version of AOL that you are trying to use:
Hi Dolores,
I got through by using another computer.
I am using AOL 3.3 on a Macintosh
and my roommate has AOL 4.0 in a
IBM. His went through and mine didn't. It
may be the version of AOL. I am
not sure.
Jill
I wish I could help you more, Dolores