Sybase books by Rob Verschoor |
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Online ordering works smoothless for most customers, but sometimes small problems occur. Here are some suggestions for troubleshooting.
Problem: The payment screen is not displayed; a blank page with message "The specified order cannot be found, or the order is already paid." is displayed instead For the small number of problems that occur, this is the most common one. When everything works fine, you should see a list of accepted credit cards on a secure web page at https://secure.bibit.com, which is displayed immediately after filling in and verifying your name and address, and pressing the button "Continue to Secure Payment". Next, you must select a credit card type, and then you should see the payment screen where you need to fill in your creditcard details. If instead you see a blank screen with only the message "The specified order cannot be found, or the order is already paid." this may be because the payment system was not able to set a cookie in your browser. Such a cookie is needed for security reasons, and you must allow cookies from secure.bibit.com in order to make things work. Please adjust your browser settings accordingly! Problem: The payment selection page is not displayed When everything works fine, you should see a list of accepted credit cards on a secure web page at https://secure.bibit.com, which is displayed immediately after filling in and verifying your name and address, and pressing the button "Continue to Secure Payment". Click here for an example of the payment selection page. If you do not see this list of credit cards, but instead you get strange error messages (often including words such as "proxy" of "firewall"), a blank screen, or a browser timeout, this is most likely because you're browsing from behind a proxy server or a firewall, and your network administrator has blocked access to secure web sites. If you're using Internet Explorer, check this page for some tips: http://www.windows2000faq.com/Articles/Index.cfm?ArticleID=15332. If these tips don't help, and if you can't persuade your network admin either, you'll have to place your order from a different network. Problem: Payment server message: "order already exists" This message occurs when you press the "Continue to Secure Payment" button for a second time for the same order; for example, after you got into the payment selection screen for the first time, you used the "back" button in the browser to backtrack and change your address data; when you then press the "Continue to Secure Payment" button again, this error will occur. This message is the result of a safety check that has been built into the payment server to make it impossible that you pay the same order twice. However, the problem is that you can not pay the order anymore now, and you'll have to create a new one by starting here again (the first order will automatically be cancelled). Problem: Missing HTTP Referrer For security reasons, your browser must specify a valid 'HTTP Referrer' to the web server. When this is not the case, you'll receive an error message and you cannot place an order. This problem is usually caused by proxy servers, firewalls or anonimizer software running on your system or on your network. Try disabling or reconfiguring such software, or place your order from a different network. In particur, Norton Internet Security has been reported as a source of these problems (solution: briefly disable the 'privacy protection' feature while placing your order). Problem: I get an 'Oops' screen during the shopping dialog If the previous point about the HTTP referrer does not apply in your case, you're probably a victim of a glitch of some kind. In most cases, going to www.sypron.nl/shop and re-entering your order will work fine. Problems have been reported by some shoppers using the Apple Safari browser. This seems to be linked to older versions of Safari (like version 85.x); for more recent Safari versions (like 125.x), things appear to work fine. We haven't been able to figure out to exact cause of these problems. Until we find out what's causing this problem, you may need to use a different browser or upgrade your Safari version (if neither is possible, please contact us and we'll try to help you out). Problem: I don't know if my payment has been accepted After filling in your credit card details, and pressing the "Submit" button, after no more than about 15 seconds, you should see a screen telling you whether the payment was successful or not. If you don't see such a screen (for example: your PC crashed, the network broke down, you accidentally closed the browser window, etc.) then it may not be clear whether you have really paid or not. In case of a successful payment, you should immediately receive an email message confirming your payment at the email address you specified along with your address details. Another way to verify your payment, is to check the status of your order; you can also check the payment with your credit card directly at the web site of our payment services provider. Problem: I have ordered before, but now my address has changed, or I've moved to different country If you have ordered before, you do not need to enter your full address again: when you enter your email address in the 'fast checkout' box during the order dialogue, the address you specified last time will be filled in automatically. If your address has changed, but the country is still the same, you can then simply modify the address details and complete the order dialogue: the new address details will be stored. If you have moved to a different country, the above procedure will not work since the country cannot be changed in that way. In this case, leave the 'fast checkout' box blank, and select your new country from the list; then follow the dialogue and specify your new address and your old email address. If you have any discounts pending these will be granted automatically since they are coupled to your email address. If your email address has changed, first see the next point. Problem: I have ordered before, but my email address has changed You cannot change your email address in our database. If this is required, please send us a request (don't forget to specify your old email address...) If the above information doesn't solve your problem, or if you are having any other problems, please let us know. |
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