tag:blogger.com,1999:blog-15364911796531243262024-03-13T11:57:09.641-04:00Yarn and Fiber Technical SupportTechnical support information for The Yarn and Fiber CompanyJerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.comBlogger40125tag:blogger.com,1999:blog-1536491179653124326.post-61828784928872644462014-09-28T13:50:00.001-04:002014-09-28T13:50:16.925-04:00Login and Email addresses - issues with loginSeems like this year has been a bad year for email and we have been forced to make a few changes.<br />
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Firstly if you had not been receiving our newletters or email confirmations for a while, this should have changed. We are now using a new outgoing mail server which should help with prompt delivery of outgoing mail without leaving us open to abuse by spammers.<br />
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Secondly we now require email authentication. So you can't put in an invalid email address when you sign up for newletters or create an account. This might cause issues for those few you of you without an email address. If you want to use a bad address to avoid getting newletters, please don't. Simply go into your account settings and turn off newsletters, it is as simple as that.<br />
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Thirdly we now will "lock out" attempts to hack into accounts. This means if you enter a bad password, or email address on multiple attempts we will lock out your account for a short while. Simply continue to browse our site (actively) for a few minutes, visiting different pages, and you will be allowed to try again, but this time try to get your account email and password correct!<br />
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If you cannot remember your password, please click on "forgot password" and follow the directions, you will be emailed a new password. Do not do this multiple times. Only the last password will work.<br />
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We hope you appreciate the new changes. They will reduce activity on our webserver and improve your experience while on our site.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-68616842666040276062014-04-22T13:26:00.001-04:002014-04-22T13:26:32.528-04:00New locationWe are now settled in to our new location at 14 East Broadway, Derry, NH. I would like to thank everyone for their support. We have updated our systems so if anyone has any issues please let us know. Have a great year.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-16323281147078219402013-02-15T15:32:00.001-05:002013-02-15T15:32:32.287-05:00Technical DifficultiesToday (Friday 15th February 2013) we are experiencing some technical difficulties with our webserver and data server. This has necessitated reinstallation of key components and as such our web site will be down for several hours. During this period we will attempt to recover all data but may loose some information. If you believe we have lost an order or other communication please contact us as <a href="mailto:support@yarnandfibercom">mailto:support@yarnandfibercom</a><br />
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Thanks<br />
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Yarn and Fiber Company Technical Support<br />
Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-7392785306673401872012-09-06T21:53:00.001-04:002012-09-06T21:53:11.604-04:00Most requested enquiryIt's odd, and really you wouldn't expect it, but the most common request I have is "Please can you put me back on your mailing list, I accidentally clicked the link to unsubscribe and I want to continue to receive your newsletters"<br />
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The skeptics among you will say, sure you have to be joking. And I would have too, but seriously this is the most requested item of technical support. Believe it or not.<br />
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Possibly one of the reasons is we make it way too easy to unsubscribe from our newsletters, one click and you are off the list. Again believe it or not, pretty much that is the current law, you can't send out mass emails without a clear and concise way to unsubscribe. I should know I have done campaigns for many fortune 500 companies, and they aren't too keen to ignore consumer guidelines.<br />
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The good news for anyone accidentally unsubscribing is that it is just as easy to resubscribe. The easiest way is to click on the other link in your email, the one to visit the site. This will put you right back on the list. If you accidentally also deleted the email then you need to sign up again. Just put your email back into the list by signing up for the prize giveaway, or if you have an account you can do this in the account options under "My account" on the website.<br />
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Finally, I know I have mentioned it before but it bears mentioning again. Many people are very nervous about entering private information online, afraid of identity theft, compromised credit cards etc. And it has happened at many high profile companies let alone little ones like ours. So why do I say shop safely at The Yarn and Fiber Company?<br />
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It's as simple as this. We could save money by recording your credit card and personal information in our fairly secure (and unshared) database, but we don't. If we did we would reduce our credit card fees, but we don't. Why? Because we are consumers too!<br />
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All our credit card processing goes ONLY to the bank, and is never recorded in our database, so far the bank has never been compromised and so you can rest assured that your data is not safe with us, we don't even get it, instead it is safe with your bank, exactly where it should be.<br />
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We look forward to a great season with you, our confident customers.<br />
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<br />Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com3tag:blogger.com,1999:blog-1536491179653124326.post-49686167248432339652011-02-28T16:29:00.002-05:002011-02-28T16:42:06.156-05:00Getting status on your order - do you ever check your email!It bears repeating again. Last year we added a means to check and inquire about the status of an order. Simply go to "<a href="https://www.yarnandfiber.com/catalog/account.php">My Account</a>" on our website (click the link in this blog) and view your recent orders. Click on the order you want help with.<br /><br />From this page you can check on the status of an order or even cancel an order. Please use this to tell us anything regarding your order. This places the comment directly in front of our shipping department. If you leave a message with technical support or an email elsewhere our shipper will not see it and may miss any changes you wish to request on your order. (Note it does not help to add the same escalating comment every hour until we respond, we will get to it as soon as we can)<br /><br />I have been asked "Do you ever check your email?". Well we do at technical support, however we don't handle customer order enquiries. Again, please use the link above and do not try emailing the store, they simply do not have additional staff to check for the odd customer email amongst the hundreds of spam messages received daily and we already have a better mechanism in place. If you feel really neglected try calling the store by telephone, otherwise using the "<a href="https://www.yarnandfiber.com/catalog/account.php">My Account</a>" link our store staff will get back to you within a few days. Much as we would love to respond within hours, we simply do not have the staff levels required to do this. Remember more staff mean higher prices, if we have to pay someone just to answer emails we can't offer discount shipping and everyday low prices!Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-72412559119357542862010-06-21T18:07:00.003-04:002010-06-21T18:15:10.853-04:00Updates to Accounts and Order HistoryWe have made some big changes to the "My Account" Section of the Yarn and Fiber Company website which should improve your shopping experience.<br /><br />Firstly we have added the ability to download PDF patterns for manufacturers that allow us to do so. You can buy the patterns as a PDF or paper copy, if you purchase as a PDF this is made available to you immediately after checkout, and can be retrieved at any time under your "My Account" page on the web site.<br /><br />Secondly we have added a way to ask questions about your order status by viewing your order under "My Account" and selecting the appropriate option at the bottom of the order. This is available to you 24 hours a day and links your comment directly to your order (and the person processing it), avoiding possible confusion or delays that can occur with emails or phone calls.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com2tag:blogger.com,1999:blog-1536491179653124326.post-16310949333903281332010-02-27T11:32:00.004-05:002010-02-28T07:08:15.929-05:00February 27th Storm Power outageDue to the storm that occurred Friday night much of Southern New Hampshire is without Power, including us. This means the main website, email and telephones are out of operation. The store is still open however. We will hopefully have full service restored in the next couple of days so please try back later.<br /><br />Update - Power restored, normal service has resumed. We will however be down for about 20 minutes Sunday morning for server maintenance between 7:00 and 8:00 am EST.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-44608748530762560752010-02-12T20:59:00.003-05:002010-02-12T21:09:41.982-05:00Website Improvements - In response to customer requestsIn the past we have has some confusion over our use of the term "back order". What we really mean by this is that the product being ordered is not in stock and we have to order it from our vendors. This is really a "special order" in almost all cases.<br /><br />In order to avoid some confusion over special orders we have revamped the way special orders appear during the ordering process.<br /><br />Firstly products that we cannot reasonably order in a fairly short time are no longer available for "special order" and are simply marked "out of stock" as is the case with most other vendors.<br /><br />Products (other than yarn) are marked aas being available for "special order". Because yarn is often ordered in multiples we do not show this until you look at your shopping cart or go to check out. This will now be shown on the first (shipping) page of checkout as "special order" if we do not believe we have enough yarn in stock to fill an order.<br /><br />Caveat - although a yarn may appear to be in stock in sufficient quantities we do not ship mixed dye lots. In this case you will be notified and the yarn will be special ordered.<br /><br />We now will (in most cases unless specifically requested by the customer) cancel any and all special orders that we cannot or do not expect to fill within 6 weeks.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com1tag:blogger.com,1999:blog-1536491179653124326.post-27273036562215743372010-02-05T10:58:00.002-05:002010-02-05T11:05:50.058-05:00International Orders - Delivery Times<p>In general International (free/discounted shipping) orders are sent out within 3-4 days for delivery to the target country, which can take up to 3 weeks but usually takes only a few days. To be delivered to you the order has to pass through customs in your country. Customs randomly screen packages (this happens to us too), this process can easily take a further week. Finally if they determinate that duty is due the package will be held at your post office for you to pay the customs on it, in the USA they normally put a card in your letterbox, but this can easily be overlooked. If we have send a package to you (and it shows as shipped) and more than 3 weeks have passed please check your local post office and ask if an International package is waiting.<br /></p><p>In almost all cases: (lost packages are VERY rare) <ul><li>The package is sitting in the customers local post office</li><br /><li>The customer has moved and just assumes the post office will forward the package (seems odd but happens a lot)</li><br /><li>The package has been delayed by customs</li><br /><li>The package was incorrectly delivered even though the address was correct</li><br /></ul><p>Less than one package per year is typically lost forever, although some (2-3 a year) take 3-4 months to surface. </p><p>If you need your order in a hurry choose one of the expidited delivery options, it might appear to be the same as our free shipping but it will get to the post office the same day we fill the order. This makes significantly more difference on International orders than on domestic orders.<br /></p><p></p>Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com1tag:blogger.com,1999:blog-1536491179653124326.post-63441665850265089362010-01-05T13:30:00.003-05:002010-01-05T13:36:03.604-05:00International ShippingIt seems that after the postal rate changes a day or two ago our International shipping options became limited to Priority Shipping due to an API change made without announcement by USPS. We have fixed that today (January 5th) and apologize to any of our customers who may have been inconvenienced in the mean time. Hopefully USPS won't fix the problem by changing the API back how it was without warning!<br /><br />Our International Shipping rates are calculated by using USPS live First Class International Package rates. Discounted rates are also calculated from these rate extimates. All our International shipments qualify for either free or discounted shipping rates, this is calculated based on actual shipping charges v.s. the total cost of the order.<br /><br />Happy new year from the technical support team at The Yarn and Fiber Company.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com1tag:blogger.com,1999:blog-1536491179653124326.post-78808890684233371932008-12-15T09:47:00.004-05:002008-12-15T09:56:53.549-05:00Web site outage December 12-13We are sorry for any inconvenience caused to our customers due to the outage that occured last weekend. Unfortunately a record ice storm caused loss of power, cable and telephone over much of southern New Hampshire and eastern Massachusetts. Many areas are still to have their services restored (including our home) although we are pleased that the store returned to service with 12 hours (thank you PSNH) and the web service was restored later on Saturday.<br /><br />Unfortunately we were unable to "post" that our service was down (we had no way to do so), and apologize for any confusion this may have caused. We hope that service to the rest of our community will be restored in short order as this is causing great hardship for many of our customers and friends.<br /><br />Normal Internet and shipping service is now fully restored.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-83043204052226511442008-10-10T10:40:00.003-04:002008-10-10T10:56:23.773-04:00New Shipping Options and CalculationsAs promised we have revised our free shipping policy (and software) to provide shipping discounts on orders that do not qualify for free shipping.<br /><ul><li>All qualifying orders both Domestic and International will still receive free shipping</li><li>Some domestic orders will also qualify for discounted priority shipping</li><li>All non-qualifying orders will be offered a discounted shipping option</li></ul><p>As before heavy orders are less likely to qualify. Our software uses a complicated formula but is based on actual shipping estimates. There is no longer a minimum order value for International orders, and no special rules are applied to any order. It is quite possible that in some cases orders that previously may have qualified for free shipping will no longer do so, but all orders will now be eligible for discounted or free shipping. We hope this will be less confusing.</p><p>We are constantly working on reducing the cost of shipping and will, as always, pass these savings on to our customers.</p>Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-56418961625839189452008-09-24T22:28:00.003-04:002008-09-24T22:34:44.132-04:00New Web Server is Now LiveWe are now live on the new web server and have switched to the new database server so things are a lot faster than before............<br /><br />If for any reason you are still "stuck" on the old server this is because either your browser or ISP has not yet recognised the move. Hopefully you didn't save the IP address in your hosts file!!<br /><br /><strong><em>If you see Pumpkins on the menu or banner of the website you are on the new server.</em></strong><br /><br />If you do not see the new server graphics (and still see the picture of the shop on the top left of your browser) first try closing your browser and then restarting it. You should not need to reboot.<br /><br />If this does not work you might have to wait until the web reconfigures. Meanwhile you can still checkout on the old server using PayPal (ignore the warning) and we will copy your order to the new system manually. PayPal records the complete transaction so nothing will be lost.<br /><br />If in doubt feel free to email me at <a href="mailto:support@yarnandfiber.com">support@yarnandfiber.com</a> or call the shop during business hours at 603.505.4432Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com1tag:blogger.com,1999:blog-1536491179653124326.post-22283263342473544392008-09-23T13:29:00.003-04:002008-09-23T13:44:58.495-04:00New Web ServerWe are moving our web hosting to a new server. This move will address a few issues that have been bothering us as well as provide a significant performance improvement. Notably:<br /><ul><li>Order confirmation emails will no longer be blocked or spammed by yahoo and comcast</li><li>Emails should arrive faster and without errors</li><li>Overall web site responsiveness should improve noticeably</li></ul><p>During the transition you may notice a few temporary hiccups while the "web" reconfigures to recognise the new server location. However we will not lose any orders placed during this time!</p><p> </p>Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-50862168871588066652008-07-22T18:24:00.002-04:002008-12-09T15:14:35.221-05:00New Location for The Yarn and Fiber CompanyWe finally tired of squeezing every possible skein of yarn into the old shop location and have moved to a new larger shop in Derry New Hampshire.<br /><a href="http://1.bp.blogspot.com/_UBSFj_TQ6xw/SIZfr4f9FyI/AAAAAAAAAVU/Jqa4csah-w4/s1600-h/yandfshop.jpg"><img id="BLOGGER_PHOTO_ID_5225969625115465506" style="FLOAT: left; MARGIN: 0px 10px 10px 0px; CURSOR: hand" alt="" src="http://1.bp.blogspot.com/_UBSFj_TQ6xw/SIZfr4f9FyI/AAAAAAAAAVU/Jqa4csah-w4/s400/yandfshop.jpg" border="0" /></a><a href="http://4.bp.blogspot.com/_UBSFj_TQ6xw/SIZfrgaZ4TI/AAAAAAAAAVE/Z4tHWKIa3Lw/s1600-h/inside1.jpg"><img id="BLOGGER_PHOTO_ID_5225969618649735474" style="FLOAT: left; MARGIN: 0px 10px 10px 0px; CURSOR: hand" alt="" src="http://4.bp.blogspot.com/_UBSFj_TQ6xw/SIZfrgaZ4TI/AAAAAAAAAVE/Z4tHWKIa3Lw/s400/inside1.jpg" border="0" /></a><br />The new store is much more spacious and more comfortable to shop in. We have tried to make it easier to locate yarns and have provided a comfortable area with couches for sit knit and chat.<a href="http://1.bp.blogspot.com/_UBSFj_TQ6xw/SIZfrMI42QI/AAAAAAAAAU8/kCv3J0Hu_uo/s1600-h/classroom.jpg"><img id="BLOGGER_PHOTO_ID_5225969613207558402" style="FLOAT: left; MARGIN: 0px 10px 10px 0px; CURSOR: hand" alt="" src="http://1.bp.blogspot.com/_UBSFj_TQ6xw/SIZfrMI42QI/AAAAAAAAAU8/kCv3J0Hu_uo/s400/classroom.jpg" border="0" /></a><a href="http://3.bp.blogspot.com/_UBSFj_TQ6xw/SIZfruR8J_I/AAAAAAAAAVM/gRFiGqj7LTg/s1600-h/sitknitchat.jpg"><img id="BLOGGER_PHOTO_ID_5225969622372329458" style="FLOAT: left; MARGIN: 0px 10px 10px 0px; CURSOR: hand" alt="" src="http://3.bp.blogspot.com/_UBSFj_TQ6xw/SIZfruR8J_I/AAAAAAAAAVM/gRFiGqj7LTg/s400/sitknitchat.jpg" border="0" /></a><br />The classroom area is much larger, quieter and very comfortable.<br /><br />We now have a much larger warehouse and shipping area and comfortable offices to keep you in touch with what is happening.<br /><br />We hope you enjoy shopping with us more this comming year than even before.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com1tag:blogger.com,1999:blog-1536491179653124326.post-68421120904976904442008-05-02T17:27:00.003-04:002008-05-02T17:31:17.435-04:00Summer ScheduleWell the web servers have been relocated and all the resulting issues seem to be fixed. We are now in our summer season, which is a little quieter, so apart from a few delays from vacations (yes we have to take them too) normal efficient service is resumed.<br /><br />We expect to be relocating the store, warehouse and shipping departments over the summer which should allow us to serve you even better next season. We will post on our shipping page during any times when delays might be expected.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-83394632966110290482008-03-29T08:22:00.002-04:002008-03-29T08:24:58.794-04:00Web sites being relocatedOur web serers are being relocated on Saturday March 29th, this will cause an interruption in services that may last until 8:00am Sunday 30th March EST. We are sorry for any inconvenience and ask your understanding during this period.<br /><br />This will effect our web sites and e-mail servers.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com1tag:blogger.com,1999:blog-1536491179653124326.post-49295108776629469662008-03-14T22:07:00.003-04:002008-03-14T22:23:17.853-04:00Customer ServiceLooking at our customer feedback, you may be surprised that we have so many happy customers. We do but some customers get a little annoyed with what they perceive as "terrible customer service" because we have been unable to reply to an email within (in some cases) two hours.<br /><br />Honestly please remember we are in just one single timezone, and do occasionally go home. We also have been out with the flu, dealing with family medical emergencies and the like, and have been filling orders by working until 2 am in the morning! We are still working and it is 10:15pm on a Friday night as we spent the whole day in the emergency room with sick parents.<br /><br />Please be patient and allow us time to respond to your queries. Also please allow normal mail delivery times before reporting you didn't yet get your order. Parcel post and media mail (the free shipping methods used on many orders) takes up to 2 weeks to arrive. We have spent 5 hours answering emails about orders lost for 6 days, of course they are not lost they are still in transit. We have yet to loose a single shipment, although one did get delayed by customs for 3 months.<br /><br />So what is our number 1 customer complaint?<br /><br />"Why did you not yet ship me that yarn you told me was on back order, and when will I get it?"<br /><br />Don't even ask. We will ship it when it arrives in the store, and that will be after the distributor ships to us, which will be after they receive it from whereever they get it. This can take anything from a few days to many months. If you need it now, PLEASE do not order yarn that we do not have in stock. If you want great prices and don't mind waiting, feel free to order.<br /><br />Our number 2 customer complaint is.<br /><br />"I ordered my yarn last week and it still hasn't arrived"<br /><br />Please allow up to 2 weeks for delivery. Small orders can arrive in two days but not all orders will, so please be patient.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-44746132773302564362007-12-05T09:37:00.000-05:002007-12-05T09:43:28.466-05:00Tis the Season to be Jolly!Also the season when the mail service grinds to a halt.<br /><br />Please, please please, allow enough time for items ordered as gifts to arrive. We are in December already so if you absolutely need it in time for the holidays please use Priority Mail or our other premium mail services.<br /><br />And have a happy holidays,<br /><br />The technical support team at CYDJ Designs.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-14984355828912913632007-11-28T09:27:00.000-05:002007-11-28T09:38:06.450-05:00Ivy Brambles and Tonia Barry Original DesignsWe are pleased to announce that we have added both <a href="http://toniabarryoriginaldesigns.com/">Tonia Barry Original Designs </a>(Knitting Patterns) and <a href="http://www.ivybrambles.com/">Ivy Brambles </a>(Hand Dyed Yarns) to our managed websites. We are more than happy to provide web site services to other like minded local craft businesses!<br /><br />Tonia Barry is an talented independent designer, building a portfolio of wonderful knitting patterns, currently for sale at "<a href="http://http//www.yarnandfiber.com/catalog/toniabarrypatterns.php">The Yarn and Fiber Company</a>" as well as several other local yarn shops. Definitely a designer to watch!<br /><br />Ivy Brambles is a small company producing luxury hand dyed yarns, patterns and other fiber related products. We are introducing their products as soon as they become available both at the <a href="http://www.yarnandfiber.com/catalog/ivybramblesyarn.php?cPath=22_1038">Yarn and Fiber Company </a>LYS, other partner stores and on-line.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-39277259879931473752007-10-11T10:48:00.000-04:002007-10-11T11:34:47.135-04:00Using PayPal - Please, please, return to our site to finish the order process!The<a href="http://www.yarnandfiber.com/"> Yarn and Fiber Company website </a>supports two primary payment methods, credit cards (through CyberSource and Bank of America) and <strong>PayPal</strong>. It is important to note the differences between the ways these two payment methods work.<br /><ul><li>Cybersource takes the customer and order details and credit card information from a form on our website, and processes it (the card is not charged). We get back an OK and the order is submitted. Your credit card information is held only at the bank. Your credit card is charged later when we ship your order.</li><li>PayPal is an entirely different process. PayPal takes the customer and order information and creates it's own copy of this. It then asks you (on the PayPal site) to make a payment to our account. After you do this you must then click the button to return to our site so that we know the payment was made, otherwise your order does not get submitted into our system (but is still fully recorded in PayPal).</li></ul><p>The big difference is that it is possible, partly because of the long process, to fail to get your order into our system and have already made a payment [however your entire order is recorded in a PayPal shopping cart so we can still (and do) retrieve and process it].</p><p>Our PayPal integration does use the full capability of PayPal shopping carts (unlike many PayPal sites) so we do see your complete order in PayPal not just the total.<strong><em> So what is the problem if you do not return to our site after payment?</em></strong> Simply that your transaction is not recorded into our order processing system, so until our accounts department notices that your order is "missing" by checking our PayPal records it does not get submitted to our shipping department.</p><p><em>When paying with PayPal always check your order status by clicking the "<a href="https://www.yarnandfiber.com/catalog/account.php">My Account</a>" link on the yarnandfiber website and review your orders.</em> </p><p>If your order does not appear in your account, to avoid delays, simply forward a copy of your PayPal payment confirmation (you will receive it by e-mail directly from PayPal) with a cover note to <a href="mailto:sales@yarnandfiber.com">sales@yarnandfiber.com</a> and we will be happy to put your order into the system and get it out to you ASAP. </p><p><strong><span style="font-size:130%;">Other Differences</span></strong></p><ul><li>Unlike using Cybersource you pay immediately when using PayPal, Cybersource (Credit Card portal) just applies a authorization, PayPal does a credit transfer.</li><li>We never see any of your payment information when you use PayPal, and could not (even if we were unscupulous which we are not) record any of your credit card information.</li><li>PayPal guarantees the security of your transaction, we are not involved.</li><li>In either case it is not possible for us to charge you more than the amount authorised, although we can in both cases give refunds.</li></ul><p><strong><span style="font-size:130%;">What are My Other Options?</span></strong></p><p>Some people just feel uncomfortable shopping online and do not want to leave their credit card information anywhere (especially if using a shared public computer). We understand this. We offer the following options.</p><ul><li>Place your order online and choose "Check/Money Order" for payment. In the comments section describe how you intend to pay. We will wait for your mailed payment or for you to call us with a credit card to place your order.</li><li>Call us and place your entire order over the phone. We prefer you not to do this as it is more likely that mistakes will be made.</li><li>Write to us and include a complete written order (please include our model numbers and product description and price) and payment. We will enter your order into our system and ship it as soon as possible.</li></ul>Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com2tag:blogger.com,1999:blog-1536491179653124326.post-33534547393285328852007-09-10T10:34:00.000-04:002007-09-10T10:40:02.959-04:00Mild Makeover for FallGood news. We completed the first round of a minor makeover to <a href="http://www.yarnandfiber.com/">http://www.yarnandfiber.com/</a> to improve the navigation of the site. Mostly cosmetic we hope this will make it easier to locate products without needing so many clicks.<br /><br />Mainly effecting top level categories such as "Yarn" listings, there is now more details shown for each type of yarn so you can see easier what selections are available.<br /><br />Please send any suggestions for further improvements to <a href="mailto:support@yarnandfiber.com">support@yarnandfiber.com</a>Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-58325270630975308692007-08-21T10:03:00.000-04:002007-08-21T10:22:59.069-04:00Where is my Order Confirmation E-Mail?All orders placed on our websites are confirmed by sending an e-mail to the address listed on the account placing the order, please do not use temporary or incorrect e-mail addresses, we will never send you spam or unwanted e-mails or share your information with any other company. Whenever an order status changes another e-mail is sent to this same address (if you change the e-mail address on your account after the order is placed we still use the one you had when you placed the order).<br /><br />If you do not receive a confirmation e-mail then one of the following may have occurred:<br /><ul><li>Your e-mail address may have been incorrectly entered, check your account by clicking on the "<a href="https://www.yarnandfiber.com/catalog/account.php">My Account</a>" link. If wrong correct it and send an e-mail from the correct account to <a href="mailto:sales@yarnandfiber.com">sales@yarnandfiber.com</a> quoting your account name.</li><li>If your e-mail is correct your ISP or spam filter may be sending our e-mails to your junk or bulk e-mail folders, check these next.</li><li>Your order may not have been completely processed. For the order to be logged into the system the payment gateway must report back to our website. Occasionally this process fails due to internet connection failures or user error (closing the browser during payment). In this case we WILL spot the problem as the order is logged completely into the payment portal, however it will cause delays. In these cases we will recover the order and place it again for you.</li></ul><p>The absolute best way to check the status of your order is to check <a href="https://www.yarnandfiber.com/catalog/account.php">your account on our web site</a>. All of your orders and their states, and any other messages can be retrieved here. For this reason it is important to rememeber your account login. If you forget your login it can be automatically e-mailed to you by clicking on the "<a href="https://www.yarnandfiber.com/catalog/password_forgotten.php">Password forgotton? Click here</a>." link.</p><p>If you do not see your order in the list please e-mail <a href="mailto:sales@yarnandfiber.com">sales@yarnandfiber.com</a> and report your name and when you placed your order and we will find it for you. If you cannot get into your account your e-mail address was most likely incorrectly entered, in this case again e-mail us from the account you wish to use and quote your account name and order date and we will correct your account for you.</p>Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-40667905576251356602007-08-07T09:36:00.000-04:002007-08-07T09:44:27.996-04:00New Lookup CapabilitiesSince the outset we have always wanted to have the ability to lookup items, such as yarn, by one or more attribute. For example the ability to look at all DK weight yarns, or just superwash yarns, etc. The big question was how to do it so it is easy to use for our customers, and easy to keep up-to-date and correct, it is no good if half the yarns are missing!<br /><br />On <a href="http://www.yarnandfiber.com/">www.yarnandfiber.com</a> we have just added a new top level catalog entry "YARN BY WEIGHT" which lists the yarn weight descriptions as defined by the Yarn Council of America, see the standards at <a href="http://www.yarnstandards.com/weight.html">http://www.yarnstandards.com/weight.html</a><br /><br />You can click on the new yarn category weight names and list out all the yarns we carry that fall under that yarn category. Of course these are guidelines and may not reflect the limitations or full capabilities of a yarn, knitter or crocheter.<br /><br />Look soon for more "YARN BY" indexes such as by yarn content or type.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0tag:blogger.com,1999:blog-1536491179653124326.post-10764422578397151192007-07-23T20:33:00.000-04:002007-07-23T20:49:48.680-04:00Checkout payment tipsOur eCommerce web sites including <a href="http://www.yarnandfiber.com/">www.yarnandfiber.com</a> have three payment methods available, credit card (Amex, discover, Visa and Mastercard), PayPal (you can use your credit card here too) and "Purchase Order or Check".<br /><br />Credit card processing is performed by CyberSource and cleared through Bank of America, we do not record any of your credit card details on the eCommerce site for security reasons. Occasionaly CyberSource experiences technical problems and is not available. When this happen you can either call the store (during normal business hours), use PayPal (they will take credit card payments) or simply use the Check/Purchase order option and write a note for us to call for payment or that you will call us and when (please do not leave your credit card info in the note). Any order using this method will be held until payment is received, or a purchase order from a business or institution has been received and authorized.<br /><br />Before calling please go through this simple check list:<br /><br />1) Did you enter the correct card type? You must select Visa, Mastercard, American Express or Discover correctly.<br /><br />2) Did you enter the correct expiry date and credit card number?<br /><br />3) Did you remember to enter the CVV number (on the back of most cards, or the front of an AMEX card)?<br /><br />It is very unlikely your card be declined due to a change in address, if in any doubt be sure to put the billing address as that on the card and use the shipping address fields for where you want your order delivered to.<br /><br />In the event that you cannot check out your order is not lost. Just remember to create an account and the cart will be saved until you are able to checkout at a later time.<br /><br />Final note: Always use a valid e-mail address. This is where we will send you your order status and any other information regarding your order. You may also check the status of your order by visiting your account profile on our website.Jerryhttp://www.blogger.com/profile/08834722678596259847noreply@blogger.com0