Faq
1. Issue: Order Not Successfully Submitted
Possible Cause: Unstable internet connection or server overload.
Solution:
Ask the customer to refresh the page and try submitting the order again.
Ensure the internet connection is stable.
If the issue persists, contact customer service to confirm if the order was submitted successfully.
2. Issue: Payment Failure
Possible Cause: Incorrect credit card information, payment gateway issues, or insufficient funds.
Solution:
Advise the customer to verify their credit card details, including card number, expiration date, and security code.
Check if there are sufficient funds in the account.
Suggest trying another payment method, such as PayPal or a different credit card.
If the issue remains unresolved, ask the customer to contact customer service for assistance.
3. Issue: Unable to Select Shipping Address
Possible Cause: Incorrect address format or the address is outside the delivery area.
Solution:
Ask the customer to check if the shipping address is entered correctly (including postal code, city, etc.).
Verify if the address is within the store's delivery range. If not, recommend switching to a supported address.
If the address format is correct but still cannot be selected, contact customer service for support.
4. Issue: Items in the Cart Disappear
Possible Cause: Low inventory or system cache issues.
Solution:
Confirm if the product is still in stock. If not, suggest similar products or advise the customer to wait for a restock.
Try clearing the browser cache and re-adding the items to the cart.
If the issue persists, ask the customer to contact customer service for further assistance.
5. Issue: Order Confirmation Email Not Received
Possible Cause: Incorrect email address entered or the email is marked as spam.
Solution:
Ask the customer to check their spam or promotions folder.
Verify if the correct email address was provided at checkout.
If the confirmation email is still not received, contact customer service to confirm the order status.
6. Issue: Incorrect Order Information After Submission
Possible Cause: The customer entered incorrect details (such as the shipping address or product quantity) when placing the order.
Solution:
The customer should promptly contact customer service with the order number and request changes.
If the order has not been shipped yet, the store can assist in updating the order information.
If the order has already been shipped, advise the customer to follow the return or exchange policy.