We strive to provide a pleasant, fast, and convenient shopping experience on Trade as One. However, the nature of eCommerce stores is that some customers will inevitably experience difficulties during the shopping and checkout process. We have identified the following common issues and provided suggestions as to how to approach them:
1. I never received an email with my order, where is it?
Emails have been sent to every order that was placed this weekend at all 5 Willow campuses. If you haven’t received your email, that means one of two things. First, it may be caught in your spam/junk filter. Sometimes those filters get a bit aggressive. If you don’t see it in that folder, then we may have been unable to read your email address or entered your email address incorrectly. Contact us with your correct email address and we’ll send you a link to your order.
Alternately, if you received a link to a specific landing page on our site, there will be a lookup tool there which will send an email to you with your personal webpage. If this tool does not find your email address, then we probably have a typo in our records. Contact us and we will correct our records and send an order link to your updated email address.
2. Can I add to my order?
Yes you can. On the bottom of your cart there is a purple button that says “Continue Shopping.” Click that button to continue shopping at tradeasone.com.
3. My cart is empty. Either I have an error on the checkout page, my Live Catalog link will not work, or I cannot add products to my cart. How do I fix this?
In order for the shopping cart and checkout procedure to function properly, your browser must be configured to accept cookies from our site. Click here for excellent instructions on how to enable cookies in your browser.
Our customers using the Internet Explorer, AOL, or AT&T Yahoo! browsers may need to take one extra step. In the menu, click on Tools > Internet Options. In the new window, click on the Security tab and select the Internet or Web zone. Move the security slider to Medium (or Low if Medium doesn’t work). You can use the same instructions to reset security to your preferred level after you’re finished checking out.
If you’ve followed these instructions but are still experiencing issues with the shopping cart, we would suggest two courses of action. Email our tech support team to receive technical assistance in diagnosing and solving the problem. Alternately, if you’d like to give us your shipment and billing information over the phone, contact our customer service team. We can finish processing your order in about 5 minutes.
4. “Transaction cannot be processed” error during checkout. I cannot get past the credit card information area, or my attempts to complete payment on the order fail.
If you provide incorrect credit card information, your charge will be declined. Please double-check your card type, number, expiration date, card verification number, and billing zip code to ensure that they match your credit card’s information. American Express customers please note that your credit card verification code is 4 digits and appears on the front of the card.
If you are sure that you are typing your credit card information correctly, we encourage you to try another card or contact the customer service line for your credit card to find out why the charge is being declined. If you continue to have issues, please contact our customer service team and we will help you complete your order.
5. On the checkout page, I experience problems moving forward in the process. The process hangs or buttons become unresponsive.
If you are returned to your shopping cart page with the error message “Your shopping cart is empty” while trying to proceed through checkout, please see Question #3 above.
If you are receiving error notices in the credit card entry area or while trying to submit your order for payment, please see Question #4 above.
Our checkout process uses JavaScript to advance from step to step. Problems arising during checkout are most likely due to issues with JavaScript.
The first step to resolving this issue is to enable JavaScript execution on our site. Click here for excellent instructions on how to enable JavaScript in your browser.
Our customers using the Internet Explorer, AOL, or AT&T Yahoo! browsers may need to take one extra step. In the menu, click on Tools > Internet Options. In the new window, click on the Security tab and select the Internet or Web zone. Move the security slider to Medium (or Low if Medium doesn’t work). You can use the same instructions to reset security to your preferred level after you’re finished checking out.
If you have followed the above instructions and are still have problems checking out, then we suggest two courses of action. Email our tech support team to receive technical assistance in diagnosing and solving the problem. Alternately, if you’d like to give us your shipment and billing information over the phone, contact our customer service team. We can finish processing your order in about 5 minutes.
5. Can I just handle this by phone?
Yes, you can. Contact us and we will take all of your payment and shipment details and complete the checkout process for you.
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