Get Help with Website ASAP for Elderly Customer in Utah - Troubleshooting Guide

[Cindycooks]

I cant call tech service since it's a Saturday! I have a customer in Utah that is trying to order off my website. She contacted me out of the blue. I believe she is elderly - and the problem is she is deaf so I can't call her. I am having to walk her thru it! She gets alll the way to checkout and it is asking her for " USER ID - PASSWORD - CONFIRM PASSWORD". I went in as a customer and it ask me the same thing. This is all the way at the bottom of the page where you put in your name, address, phone number etc....does it normally ask this? The top of the page says Create Account. Does it normally ask this when customers placing individual orders go to check out? Do they make up a user name and password??? She is very frustrated because it wont let her check out. I ask her if she had family members/friends near by that could help her and she doesnt ....I dont know what to do to help her! Cindy

 

[Kristen]

Cindy, I think it does ask for a user id and password when placing an individual order. I had a guest from a show who thought she was ordering online through the host's name and she was prompted for user id and password (or to create an account). In this case, she ended up with an individual order, even though she wanted it to go through the show (I'm figuring she never entered the host's name on the home page).

 

[Cindycooks]

OK - but that is my point, does she just create something? Or can she ignore it? (sorry I can't think today, I am coming down with the flu bigtime!)....tks

 

[Kristen]

I think she needs to create something. I'm not sure it will let her through without doing that.

 

[Cindycooks]

She Got ItOK - I guess she figured it out and created an account, cuz I just got an email from her that she placed an order. Whew! After going in myself, I can see where it would be confusing to a first timer user, especially someone elderly and she said she doesnt usually order off the internet. Thanks for your help!