Archive for the ‘Uncategorized’ Category

Authorize.net Performance Issues 8/15

August 15, 2017

Important note for customers who use Authorize.net as the payment gateway.

Between approximately 9:30am and 12:30pm today 8/15, Authorize.net had several periods of slowness and errors with their API calls which resulted in errors and time outs for customers who tried to process credit cards with Authorize.net.  We urge merchants who use Authorize.net to check your transactions in the Authorize.net portal that occurred during this time for any duplicate orders or orders with payments that StoreSecured did not receive notice of.  Please note that during this time many attempts to charge customer credit cards were met with a timeout message or an error from Authorize.net and thus StoreSecured may not know the final status of those charges.

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New Feature — Export to Stamps.com

October 18, 2016

StoreSecured now supports the ability to export order information in the Stamps.com format for easier printing and management of shipping label generation.  This is a beta feature that we hope to gather feedback from merchants

 

To enable this feature please visit

General–>Other Settings

Check the box at the very bottom labelled Enable Stamps.com

Hit Save

Once Stamps.com is enabled a new Export button will be shown on the orders screen.  The button text is Export to Stamps.

When this button is pressed the searched orders will be exported to a file for import into Stamps.com

Continue here for the full help article

 

 

Maintenance Completed

April 16, 2016

The maintenance has been completed. All sites and services are running as normal. Any questions or comments please send an email to support@storesecured.com

Live Chat/Support Ticket Issues

January 29, 2016

The third party, desk.com, who provides both our live chat and support system has been having serious issues for the past 2 days.  We have expected it to be fixed relatively quickly but this is still an issue.  Because of these problems we cannot activate live chat and merchants cannot submit new support requests and may have problems with the admin logout as well since it attempts to log you out of the help system.

We expect a resolution shortly but all we can do is wait for them to correct it.  In the meantime if you have an issue and need to contact support please email us at support@storesecured.com

If you are getting an error message from desk.com when logging out of your store it can be ignored.

New Feature: Recently Viewed Items

January 5, 2016

We now support the ability to show a shopper their most recently viewed items on the view cart page.  There is also a new linkable page recently_viewed_items.asp that will show a shoppers entire list of most recently viewed items.

The recently viewed items page can be added to any navigation bar or as a manual link.

To enable the recently viewed items to appear on the view cart page go to
General–>Cart Settings
Find the field labelled Show Recently Viewed Items
Select SHOW recently viewed items on the shopping cart page

There is 1 other choice
HIDE recently viewed items on the shopping cart page

SHOW will show the recently viewed items on the cart page
HIDE will not show the recently viewed items on the cart page, ie the old behavior.

Shoppers may remove items from their recently viewed items.  If a shopper is logged in their recently viewed items will be saved from previous visits.

 

15 mins Unscheduled Downtime

December 29, 2015

At approximately 1:00pm PST one of the StoreSecured servers required an emergency reboot in order to properly function.  The reboot took approximately 15 minutes (due to a long update being applied at restart) and during this time all customer facing sites and the manage backend showed an error message about being unable to connect to the database.

As of approximately 1:15pm PST all sites and the backend are again operating as normal.

We are currently investigating the cause of the needed reboot.  We are sorry for any inconvenience this may have caused.

 

Happy Holidays from the StoreSecured Team

 

 

 

 

New Help System

August 29, 2013

StoreSecured has launched a brand new help system for our clients.  This system will combine our previous support requests, email, chat and knowledge base into one unified tool.  All support going forward will be done through the new system.

You can access the help system several ways:

  1. Click on the Get Help Button at the top of the store management interface (takes you to thehelp home page already logged in)
  2. Go to My Account–>Support Requests–>View/Edit (takes you to a list of your own cases already logged in)
  3. Go to http://storesecured.desk.com (takes you to the help home page not logged in)

 

Main features of the help system:

  1. Ability to email support for help, click on the Email Support link in the right hand side
  2. Start a chat with support, click on the chat button in the right hand side, it will be hidden if chat is closed
  3. Search the knowledge base for help
  4. View all your support tickets
  5. Links to like us on Facebook and follow us on Twitter, please like and follow us for the latest news and updates

 

Old Support Requests

You can still access your old support tickets from My Account–>Support Requests–>Old Support Requests.  We will leave this option available for several months to ensure continuity on existing requests.

USPS Service Name Changes

July 30, 2013

Important information for merchants who using USPS real time rates.

 

Effective Saturday night USPS changed the rate names for several of their standard services.  If you are excluding USPS rate names from display and using USPS real time rates you may need to update your exclusions for the new names.

In Loving Memory of Cheryl

April 28, 2010

To all of our merchants who have had the chance to speak to support via phone or even chat you may have come to know and love Cheryl.  I am sad to report that Cheryl passed away in her home early this week of apparently natural causes.   Cheryl worked diligently to provide excellent support to all merchants of StoreSecured.  She considered many of our merchants to be her friends.  She was a hard worker, a great friend and she will certainly be missed by all here at StoreSecured.  Although Cheryl did have some health problems her passing was still very unexpected.

Rest in Peace Cheryl, we all miss you.

Phone Support Hours

April 5, 2010

Effective Monday April 5th phone support hours will change slightly.

New phone support hours

8:00am-2:00pm Pacific Time

Old phone support hours

8:30am-2:30pm Pacific Time

Chat support hours are unchanged.