Vienna Symphonic Library Forum
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  3. Problems placing order
  • 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!
  • L
    L
    Finally I bought in www.bestservice.de . Many things may couse problem: non-standard latin letters, country you are buying from, browser settings...
  • S
    S

    Dear Raven,

    Thanks for your interest in our Vienna Instruments PRO and SE Extended Library!
    I'm sorry to hear of this problem!

    I just took a look into this, we've recently had a few cases where customers who used Safari and PayPal for their order unfortunately experienced the same problem as you did. In these cases it always worked to use another browser like Firefox or Chrome for the purchase.

    If this solution doesn't work, please contact us via email at , I'm sure we can solve this issue very quickly. :-)

    Best,

    Stefan
  • T
    T
    last edited
    last edited

    @Stefan said:

    Dear Raven,

    Thanks for your interest in our Vienna Instruments PRO and SE Extended Library!
    I'm sorry to hear of this problem!

    I just took a look into this, we've recently had a few cases where customers who used Safari and PayPal for their order unfortunately experienced the same problem as you did. In these cases it always worked to use another browser like Firefox or Chrome for the purchase.

    If this solution doesn't work, please contact us via email at , I'm sure we can solve this issue very quickly. 😊

    Best,

    Stefan

    I actually don't think its a problem caused by a certain browser or OS. I tried it with the following ones: Safari under Mac OSX, Safari under Win7, Safari on iPhone, Firefox on OSX, Firefox on Win7, Chrome on OSX, Chrome on Win7 and Internet Explorer on Win7 Sooo... I think that says enough. Please fix this or give the people who don't want to use a credit card another way to pay your extremly great products! Thank you so much! ;-)