Vienna Symphonic Library Forum
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  3. Problems placing order

  • Problems placing order

    R
    R

    Went to place my order today (few minutes ago).

    Would not correctly take the credit card (read about the other problems).  So, went to the PayPal.

    When trying to process the order (accepted by PayPal), it just sits in a loop.  Never makes it to the next screen.

    Anyone else having problems placing an order through PayPal around this time?

    Thanks.
  • S
    S

    Hi riveted,

    Sorry to hear about your problem!

    From our side everything looks OK with our web shop, so this might be a PayPal related problem... I see that you were able to place an order successfully in the meantime, so I take it that the problem is solved in the meantime. :-)
    If this is not the case, please contact us via email at .

    Best,

    Stefan
  • R
    R

    Yes, I did manage to get the order to go through.

    Thank you.  [:)]
  • S
    S
    last edited
    last edited

    @riveted said:

    Went to place my order today (few minutes ago). Would not correctly take the credit card (read about the other problems). So, went to the PayPal. When trying to process the order (accepted by PayPal), it just sits in a loop. Never makes it to the next screen. Anyone else having problems placing an order through PayPal around this time? Thanks.

    It's happened to me too, when using paypal. Trying to order VE Pro but when I click continue to place the order it takes me to VSL start page
  • T
    T

    for two days now I have the same problem
  • S
    S
    What browser are you using? because my problems came with Safari. But with Firefox I placed my order with no problems. Hope this helps!
  • T
    T

    Unfortunately, I tried Safari, Firefox and Chrome on my Mac and Explorer on myPC. I tried both the iPhone and iPad and still the same result :-( Other paymentsover today without a problem.


    Mac OSX 10.6.6. PC Windows 7 clean instalation.
  • S
    S

    Hi Tadun,

    I'm sorry to hear about this problem! I believe that I already replied to your email to our sales department... If you encounter any further problems, please contact us with as many details as possible at :
    * OS and version
    * Browser and version
    * Your location
    * Preferred payment method

    I'm sure that we'll solve this problem in no time. :-)
    Best,

    Stefan
  • 7
    7
    I also could not purchase using paypal, it never completes the order. OSX 10.6.7 Safari 5.0.5 Canada Paypal
  • S
    S

    Hello 7lights,

    I'm sorry to hear of this problem. Please try using another browser such as Chrome or Firefox, as we recently had a couple of Safari users who were not able to successfully placen an order via PayPal. Using another browser worked in almost all cases. If the problem persists, please contact us at .

    Best,

    Stefan
  • Cyril BlancC
    Cyril BlancC

    Hello

    I had problems too placing order at 3 and 5 am.

    I was told by my bank not to place order during night time because Visa is making maintenances backup

    Placing order after 9h30 (Paris time) was working ok

    Best

    Cyril
  • P
    P
    I am having similar problem - I ordered impulses for Vienna Suite and the website looped (I used Chrome). I got the message from PayPal that the paymant was delivered but still I have no message from VSL with codes etc. Can you help me with this? I need the impulses ASAP. Best regards, Przemek
  • P
    P
    There is something wrong with the way VSL website supports PayPal payments. My last transaction was canceled by PayPal - I guess no confirmation from VSL. Now I tried to buy Forti impulses on two computers - a PC with a Internet Explorer (last time I tried I used Chrome), and a Mac Pro with Safari. Explorer looped on PC the same as Chrome - the money are reserved at Paypal but they were not charged. On Mac the transaction went smooth but when finished the website logged me out and I didn't received any order confirmation form PayPal or VSL. Big bummer!
  • S
    S

    Dear PrzemekM,

    I'm sorry to hear of this problem!

    We noticed that you tried to order in our web shop, but I'm afraid that your order did not go through. We did receive a charge allowance for this order in our PayPal account, but when trying to charge your PayPal account, an error message occurred. That's why we canceled the charge allowance.

    We've had a few cases lately where PayPal users with non-standard latin PayPal user names (especially Japanese, Chinese but also Polish customers) had similar problems in our web shop - according to our IT team this is because of an incompatibility in our web shop that we're working on solving at the moment.

    If you still want to purchase the mentioned product, you can either order in our web shop via credit card, or we can process your order via PayPal in our back office. I sent you an email Yesterday evening with instructions on how you can order via back office.

    Again, please excuse the inconvenience this issue might have caused!

    Best,

    Stefan
  • M
    M

    I experience the same problem. I tried to buy  Vienna Suite twice, using Paypal. In both cases I was sent back straight to the VSL start page and nothing happened. No reaction from Paypal, no reaction from VSL, no mails... it looks a if it just slipped through...

    I must say that I'm a bit worried. Is this just a mistake, or a kind of  delay and if I try again then one day I'll be charged for three orders???

    I'm using Safari on a Mac with Snow Leopard (latest update).

    Matthias
  • S
    S

    Hi matde,

    Sorry to hear that you've had problems too. As described earlier in this thread, there's been a strange change with the most recent version of Safari - this change seems to be the reason for this problem that Safari users have when trying to order in our web shop via PayPal. I hope we'll be able to resolve this problem soon.

    I see that you've been able to order successfully in the meantime, so I guess your problem is already solved. We will of course not charge you for the earlier, unsuccessful order attempts - in fact we couldn't charge your PayPal account, even if we wanted to.

    If you've got any further questions or problems, please contact us with as many details as possible via email at .

    Best,

    Stefan
  • M
    M

    Hi Stefan,

    thanks you for the quick support. I finally succeeded by using Firefox 4.0.1/Mac. That solved the problem.

    So, if there should be anyone out there, who has trouble with Safari: try the latest Firefox. It worked for me.

    Thanks again,
    Matthias 
  • L
    L
    Hello, my turn... I have the latest Firefox/PC and still nothing. The purchase ends with strange loop. Regards. Łukasz
  • S
    S

    Hello Łukasz,

    I'm sorry to hear that you're also having problems!

    We've noticed recently that PayPal accounts that have non-standard latin letters in their PayPal account name (like the Ł in Łukasz) can cause this problem. As a quick solution you can of course also order via credit card, alternatively we can process your order via PayPal in our back office. I'll write you an email with how to proceed in case you choose the back office option.

    Best,

    Stefan
  • T
    T
    I have the same problem. i just ordered the the Vienna Instruments PRO and the SE Extended and wanted to pay it with PayPal. After confirming the order, i got redirected to PayPal. There i cconfirmed the payment and it redirected me to the VSL Home Site. And nothing else happened. No Confirmation eMail, no Transaction in my PayPal Account, and in my Order Section on the VSL Site i can see my Order still not beeing sent. But when trying to send it once again, i just get this screen: PayPal Payment Please be patient, you will be forwarded To PayPal in a few seconds. IMPORTANT: After your payment finished successfully you need to follow the link "back to Vienna Symphonic Library" to receive your activation codes! Parameter ORDERNUMBER has to be unique for this operation. Most likely, this transaction has already been processed. I use Safari 5.0.5 under Snow Leopard 10.6.8 on a Macbook Pro 2011. What can i do? Thanks a lot for the support!