I have a customer who complains about not being able to order prints from my SmugMug website. He gets an error message that mentions the address.

Here sent me screenshots from one of his attempts:

Here are the data he entered when ordering (minus the credit card data, of course):
REMOVED
Here is the error message he gets:
REMOVED
What could be the reason for this error?

Best regards,
David List

At first look his addresses don't agree. Look at his country field, one is in Denmark and one is in United States. All other information looks the same.

Hope this helps.

Originally Posted by BSleuman At first look his addresses don't agree. Look at his country field, one is in Denmark and one is in United States. All other information looks the same. Hope this helps.

I believe I have seen that the country field in the shipping address column becomes "United States" when using the "Same address as invoice address" field, when ordering prints for myself. In those cases there were no problems.

Thank you for your answer.

Best regards,
David List

Originally Posted by zerobuttons I believe I have seen that the country field in the shipping address column becomes "United States" when using the "Same address as invoice address" field, when ordering prints for myself. In those cases there were no problems. Thank you for your answer. Best regards, David List

Hi David,

I'm actually traveling this week, it'd be best if you could work with help@smugmug.com today - you'll get answers and help fast! Thanks.

Actually - that should not happen at all. It should pick the same country as the billing info side. What version of IE are they using?

Originally Posted by zerobuttons I believe I have seen that the country field in the shipping address column becomes "United States" when using the "Same address as invoice address" field, when ordering prints for myself. In those cases there were no problems. Thank you for your answer. Best regards, David List

Originally Posted by {JT} Actually - that should not happen at all. It should pick the same country as the billing info side. What version of IE are they using?

MS Windows 2000
MS IE 6.0.2800.1106CO

I know for a fact that my customer has also experienced this problem when trying to order from other computers with other versions of both OS and browser.

My first hunch is that there may be a problem with the Scandinavian special characters. What do you think?

Best regards,
David List

Originally Posted by {JT} Actually - that should not happen at all. It should pick the same country as the billing info side.

I´m sorry to disappoint you, but I can make that flaw appear again on my own system with MS IE:
http://www.initio.dk/error3.bmp

And there are no Scandinavian special characters in my name or address, so that´s not what´s triggering it.

Best regards,
David List

Here is the answer from help@smugmug.com:

"I'm sorry for the problems, but when entering address in the shopping
cart you (and your customers) will need to omit the accents. Enter the
address with out the accents and the error message will go away.

Our system is just not set up to support ascents in the shopping cart.
Sorry for the inconvenience."

I´m beginning to see that SmugMug is not geared towards any other customers than those using a language that can get by with the ASCII character set. There are no accents in the address in the given example, only the characters necessary to write the address in a way that makes it impossible to confuse it with another address that may look like it.

The fact that SmugMug has not stated on the web shop pages that they only support the ASCII character set has cost me print buys. I have heard from others that they had a hard time ordering my prints, or were completely unable to. Now I know why.

Best regards,
David List

Originally Posted by zerobuttons I´m beginning to see that SmugMug is not geared towards any other customers than those using a language that can get by with the ASCII character set. There are no accents in the address in the given example, only the characters necessary to write the address in a way that makes it impossible to confuse it with another address that may look like it. The fact that SmugMug has not stated on the web shop pages that they only support the ASCII character set has cost me print buys. I have heard from others that they had a hard time ordering my prints, or were completely unable to. Now I know why. Best regards, David List

We'll continue to investigate this. Of course we do want anyone and everyone be able to buy from you. Sorry for the difficulties, and thanks for your patience.

Originally Posted by Andy We'll continue to investigate this. Of course we do want anyone and everyone be able to buy from you. Sorry for the difficulties, and thanks for your patience.

Almost nine months have passed since this answer. I have just checked again. Still no indication of SmugMug not supporting anything other than the ASCII character set in the order form, and if one uses characters other than these, the error message about "something being wrong in the shipping address" still appears.

Should I expect a solution?

Best regards,
David List

Originally Posted by zerobuttons Almost nine months have passed since this answer. I have just checked again. Still no indication of SmugMug not supporting anything other than the ASCII character set in the order form, and if one uses characters other than these, the error message about "something being wrong in the shipping address" still appears. Should I expect a solution? Best regards, David List

That is a good point, I'll bring it up again.

Originally Posted by Andy That is a good point, I'll bring it up again.

Thank you. Looking forward to a solution.

Best regards,
David List