This Wednesday (8/22), a local power outage affected the 2Checkout.com transaction servers. 2CO is equipped to handle indefinite power outages with no loss of service, however because of multiple human errors committed when following 2CO’s power outage and backup power procedures, some orders placed between approximately 6:47 AM and 9:52 AM did not complete correctly. 2CO realizes that any lost sales are totally unacceptable and we are doing everything in our power to insure that similar staff errors cannot occur in the future.
We would also like to take this time to explain the effects of this outage and what we are doing to address these orders.
Affected orders would have been accompanied by the usual Order Confirmation emails, but suppliers will not be able to locate these order numbers in their 2CO accounts. Customers’ credit cards were authorized, but these authorizations will drop off, so the customers will not be charged for these orders.
To address these missing orders, we will be sending an email recommending that each affected customer place their order again. Each affected supplier will receive a copy of the appropriate email. If the customer does not follow up with a new order, the supplier can follow up by sending the customer further Request for Payment.
We apologize for any inconvenience this outage may have caused and assure you we are doing everything within our power to prevent similar events in the future.
If you have any questions or believe you have been affected, please contact our Customer Care team by opening a support ticket.
You may also give us a call at one of the phone numbers below:
1.614.921.2450 Main Number
1.877.294.0273 Toll-Free (US and Canada)
0871 284 4844 UK and Northern Ireland
6 Comments »
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Who will compensate me a $400 loss?
2CO charges me 5% of all sales (so much!), so you have enoght money for the compensation.
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2CO is a reseller, as 2CO was the one who messed up. Why are the vendors supposed to be the ones getting the order back from the client?
2Checkout should be providing us with the funds, as the goods/services have already been provided by us. As 2Checkout is the reseller of our services they are the ones responsible for collecting the payments.
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Shumski, The order you mention has been re-ordered and should process normally.
Crucial, I assure you 2CO is doing everything within our power to help customers re-order. Suppliers may send their own requests for payment, if desired, but we are still contacting customers ourselves to limit the need for doing so.
Again, I apologize for any inconvenience this outage may have caused and assure you (and all affected suppliers & customers) that we are doing everything within our power to prevent similar events in the future.
If you have any questions about specific orders, please give us a call or open a support ticket.
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Hi Cliff,
“but we are still contacting customers ourselves to limit the need for doing so”
How have they been contacted, and what have you requested from them. Does this mean we don’t need to worry about making the clients place the order again, as this is 2COs responsibility?
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Hi Cliff,
Just wanted to check if there was any update on this, we have not received any notification from 2Checkout regarding this, and looks like 2CO has not yet paid us for the services.
An update would be greatly appreciated!
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@ crucial- We have attempted to contact all customers regarding these orders.
If any vendor did ship one of these orders and can provide verifiable tracking information they should contact our Customer Care department as soon as possible. Please provide the tracking information as well as a copy of the order confirmation e-mail for the order.
We apologize for the inconvenience of this situation.