Anyone having problems buying books on Kobo?

[moffattm]

After Plumadona has some success I thought I'd try my credit card again. At first I had no luck, just got the "There was a problem with your credit card number or security code. Please check that you have provided both numbers and that they match your credit card." message.

I was about to just use the PayPal option, like I normally do, when I thought I'd give their chat support a try. A nice lady got me to try a few things, such as clearing cookies, but that didn't help. Then she asked me to try a different browser. I normally use the Opera browser (have done for years, I just love all the features that come built into it) but I thought I'd humour her and try the Chrome browser.

Wonder of wonders it worked!

Exactly the same credit card info, on the same Kobo account, trying to buy the same ebook. The only difference is using Chrome instead of Opera.

My day job is as a web designer, and I've worked on several shopping sites over the years, so I know how credit card processing companies integrate their cc processing with shopping sites (although I don't have any experience with WorldPay). I'm very surprised that the choice of browser would cause a problem like this, as normally the shopping site talks directly to the cc processor in the background and the browser shouldn't have any interaction with the cc processor (using the model that Kobo is using, there are other ways that involve redirecting the user to the cc processor for secure processing, but Kobo don't appear to be using this method).

I did a bit of Googling but couldn't really find anyone else complaining that the WorldPay service doesn't work in the Opera browser. On WorldPay's own support site they recommend that shopping site owners should test the cc processing on all major browsers, and they give a list that includes Opera.

[moffattm]

Ah, the plot thickens!

I went back to the Kobo site, in my Opera browser, and tried to buy another book. This time when I got to the checkout page it told me that it already had my CC details and didn't ask me to type them all in again (it also gave me a link to change the details if necessary). I clicked on the Buy button and the sale went through without a problem.

So I guess that the first time you make a successful transaction (which I did for the first time today using my Chrome browser) it saves your CC details so you don't have to enter them each time. Maybe there was some sort of problem with getting my CC details to Kobo via my Opera browser, and that's why the transactions were failing. But now that I've made one successful transaction Kobo have my CC details and so I don't have to supply them again, and I can use my Opera browser without any problems.

I did notice that in my failed attempts, when the Kobo checkout page refreshed and gave me the error, that the CC number and security code fields were blank but the name field still held my name (I can't remember if the expiry date was still there). I just thought they were clearing those fields so I could easily type them in again, even though the error message asked me to check the numbers, but maybe the CC details were being lost somewhere and never made it back to Kobo's web server, and hence the failed CC transaction.

[AnemicOak]

Originally Posted by PeterT

I seem to recall this is a long standing issue with the web-site; different prices appearing when browsing vs checkout.

Yes I recall that too, although this is the first incident I recall hearing of in quite a while. I thought they had said they fixed it.

[llcj]

Originally Posted by moffattm

Ah, the plot thickens!

I went back to the Kobo site, in my Opera browser, and tried to buy another book. This time when I got to the checkout page it told me that it already had my CC details and didn't ask me to type them all in again (it also gave me a link to change the details if necessary). I clicked on the Buy button and the sale went through without a problem.

So I guess that the first time you make a successful transaction (which I did for the first time today using my Chrome browser) it saves your CC details so you don't have to enter them each time. Maybe there was some sort of problem with getting my CC details to Kobo via my Opera browser, and that's why the transactions were failing. But now that I've made one successful transaction Kobo have my CC details and so I don't have to supply them again, and I can use my Opera browser without any problems.

I did notice that in my failed attempts, when the Kobo checkout page refreshed and gave me the error, that the CC number and security code fields were blank but the name field still held my name (I can't remember if the expiry date was still there). I just thought they were clearing those fields so I could easily type them in again, even though the error message asked me to check the numbers, but maybe the CC details were being lost somewhere and never made it back to Kobo's web server, and hence the failed CC transaction.

This makes me think that those having problems with CC purchases with checkout would have more luck by going into their accounts, entering their CC details there and then going back to purchase.

[moffattm]

Originally Posted by llcj

This makes me think that those having problems with CC purchases with checkout would have more luck by going into their accounts, entering their CC details there and then going back to purchase.

Indeed, you might very well be correct. I wish I had thought of that a long time ago! Certainly in my case it would have helped.

[Plumadona]

Got the promised follow-up email today from Kobo about my original credit card; Customer service says the problem with Worldpay and my paticular credit card has been resolved and all is well. Went to the website, put my original info back in, and bought a book with no problem. Hooray!

Thanks to all who responded for their ideas, suggestions, and just plain moral support.

I think I just got lucky with the last person who received my complaint at Kobo as I finally got an answer that made sense from someone who followed up on the problem. I hope everyone else here can have equal sucess with less hassle.

Now, back to reading...

Plumadona