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InfusionSoft Customers...Check your Web/Order Forms

by Jesus Perez
14 replies
If you use InfusionSoft, are your Web/Order forms being submitted correctly?

I just had a client report they aren't working correctly. I want to see how wide spread this is.
#customerscheck #forms #infusionsoft #web or order
  • Profile picture of the author Sean A McAlister
    I can only imagine the HEAPS of LAWSUITS that are coming their way!!!!

    This could very well bankrupt them......

    Unbelievable!
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  • Profile picture of the author Jeff_Gardner
    Hey Sean,

    I know you're in the middle of a launch. Do you have any update on this or info? Everyone (even Tony Robbins ;0) - is moving to InfusionSoft, so something like this is important news for those of us who use this (and those looking into it).

    Can you give a quick overview on what's up?

    Thanks,
    Jeff
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    • Profile picture of the author Sean A McAlister
      Originally Posted by Jeff_Gardner View Post

      Hey Sean,

      I know you're in the middle of a launch. Do you have any update on this or info? Everyone (even Tony Robbins ;0) - is moving to InfusionSoft, so something like this is important news for those of us who use this (and those looking into it).

      Can you give a quick overview on what's up?

      Thanks,
      Jeff
      No update yet....other than I am a bit jacked right now......

      This is just another example of ...no matter how much you plan, test, retest and then test again....there are ALWAYS variables out of your control.....period.

      No doubt Infusion has their hands full right now....especially since when a user tries to check out they get an Infusion Soft support number...
      SO you have customers and Owners blowing their phone up.

      I have heard negative things about IS in the past but chalked it up as people not taking the time to learn their robust system....which does offer
      a lot of advanced features...

      But...when you are this stupid to implement a script change in the middle of the BUSIEST time of the week....with Hundreds if not thousands of businesses running through your platform....I would considering using someone else.

      This is ridiculous..... I would bet that at this point when you take a collective snap shot at the money that has been lost it would be in the MILLIONS>

      [EDIT] Not to mention the relationships affected.......which is priceless~
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  • Profile picture of the author Amy Carczak
    1Shoppingcart has gone down for extended periods of time and they keep going ... I doubt Infusionsoft will see lawsuits from this.
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    • Profile picture of the author Sean A McAlister
      Originally Posted by Amy Carczak View Post

      1Shoppingcart has gone down for extended periods of time and they keep going ... I doubt Infusionsoft will see lawsuits from this.
      Well....let me explain it to you this way......

      When you have been unable to process orders since last night at midnight....and you just missed all of those sales....you would be fighting for that lost revenue.....and there are A LOT of businesses
      that have lost money in that short time frame....

      It's one thing to have a glitch that keeps you down for a few minutes it's a whole other ball game
      when your business is crippled for an extended period of time....
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      • Profile picture of the author Amy Carczak
        Originally Posted by Sean A McAlister View Post

        Well....let me explain it to you this way......

        When you have been unable to process orders since last night at midnight....and you just missed all of those sales....you would be fighting for that lost revenue.....and there are A LOT of businesses
        that have lost money in that short time frame....

        It's one thing to have a glitch that keeps you down for a few minutes it's a whole other ball game
        when your business is crippled for an extended period of time....
        Hi Sean

        1Shoppingcart had the same issues.

        They did one of their infamous "upgrades" and crashed the entire system for over 12 hours. And they did it on a Monday morning so it killed one of the best sales days of the week and during peak sales hours.

        I think they deserved to be sued as well, they didn't even come out with a decent mea culpa.

        My only point is / was ...1Shoppingcart is still around and did not suffer major lawsuits (none known anyhow), nor did they issue customers any type of credits etc.

        My opinion - complete BS.

        When a service provider screws up as badly as this, there needs to be pain that they suffer. The pain should not be the exclusive domain of the Infusionsoft or 1Shoppingcart customers.

        So we do agree there 100%.
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  • Profile picture of the author Jesus Perez
    They've officially documented the problem and temporary workaround:

    Web Forms Not Processing | Infusionsoft Status

    But it only seems to cover web forms. Still waiting on the right order form fix.
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  • Profile picture of the author Jeff_Gardner
    Thanks for the update, Sean, and the status page.

    I've alerted my staff and we'll keep monitoring throughout the day and if weekend, if necessary.

    Best,
    Jeff
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  • Profile picture of the author Jesus Perez
    Let's get something clear, here. Something happened on Thursday night in the Infusionsoft camp. They rolled out some sort of upgrade or change to their Production enviroment.

    Here's what baffles me:

    I simply don't understand how a company of their size will roll out changes on a Thursday night. Especially to a live, payment collection platform.

    Most processors roll out changes between Mon-Wed with a Wed cutoff at 5pm for several reasons:
    1) Lower transaction volume means lower risk to them and customers.
    2) If problems arise, they have normal working hours to fix.
    3) If they need to troubleshoot with payment gateways, the gateways are accessible.
    4) Support is available to field calls.

    Now Infusionsoft is looking at a Friday balls-against-the-wall fix while it's customers fear the upcoming weekend.

    I understand companies mess up every so often...but IS broke a cardinal rule. You don't roll out changes anywhere near the weekend. Ever!
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  • Profile picture of the author AwaZ
    What are they doing changing there script in the middle of a business day.. they should be changing it at night so they will have minimal loss of revenue!
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  • Profile picture of the author Jesus Perez
    If anyone is having problems on their custom self-hosted Order Form, here's the workaround. Confirmed working.

    Change the following:

    Code:
    <form id="orderForm" action="https://yourappname.infusionsoft.com...FormSecure.jsp" method='Post'>
<input id="xid" value="ee56b1f48259456fff03394864cc047d" type="hidden" name="xid" />
<input id="type" value="CustomFormSale" type="hidden" name="type" />
<input id="CAttempt" type="hidden" name="CAttempt" />
    To:

    Code:
    <form id="orderForm" action="https://yourappname.infusionsoft.com...rocessForm.jsp" method='Post'>
<input name="ID" id="ID" type="hidden" value="thenumberforyourOrderID" />
<input name="type" id="type" type="hidden" value="CustomFormSale" />
<input name="CAttempt" id="CAttempt" type="hidden" />
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  • Profile picture of the author JVManna
    Hey folks,

    Sorry for my late entrance on this; I wasn't aware Warriors were interested in a thread on this.

    What happened? We updated how our Web Form ID's are encrypted on 8/17. Anyone who created or modified a Web Form within the application would have been provided an incorrect ID for wherever they are placing their code. Nothing too serious, unless you conincidentally did a massive product launch. Yesterday we became aware of the problem and attempted to fix it unsuccessfully. Today, we fixed it and identified who was impacted and sent them notifications when they log into their App.

    Anyhow, I want to answer people's questions that they have posted to the thread the best I can. Totally feel free to hit me up privately for issues pertaining to your use of Infusionsoft.

    ...how wide spread this is?
    We calculated a total of about 830 customers impacted by this bug. However, it's important to note that only a small fraction of those users have actually deployed a Web Form with an invalid ID in it since 8/17. Ironically, these users would know if their application version was a "17" build. (You can see your build number in the lower left corner of the app.) Right now, we are narrowing down those users so we can advise them to update their Web or Order Forms.

    I can only imagine the HEAPS of LAWSUITS that are coming their way!!!!
    I doubt it. I'm no lawyer, but this issue was completely accidental and was in no way intentionally caused by us. In addition, we have fixed it relatively quickly (within a day).

    But...when you are this stupid to implement a script change in the middle of the BUSIEST time of the week....with Hundreds if not thousands of businesses
    Look, I totally understand where you're coming from. This totally surprised us. Here's where we went wrong (and we're sorry about it), we had to changed the way to encrypt Web Form ID's to maintain PCI-DSS Compliance. Our production servers go through one authentication server to transcode these IDs into encrypted ones. At the same time, our QA team runs their own independent encrypting/decryption process separate from production so they can test future builds. Because of the unique salting of encrypted data between the two Production and QA environments, we were not able to catch this bug as it was released.

    We understand the impact of this and instead of patching overnight, we immediately rolled out a patch to fix this instead of waiting until next Tuesday evening.

    Status with Order Forms?
    Yes, Order Forms are affected. Through manipulating the code as I have demonstrated on the blog entry, you should be fine. However, if not, please login to your application and acquire the latest code. It should be working as of this post.

    I simply don't understand how a company of their size will roll out changes on a Thursday night. Especially to a live, payment collection platform
    You are correct. We never intended to roll a patch today or yesterday. We became aware of this bug yesterday and attempted to push a fix, which [obviously] didn't work. Today we tasked over six talented developers to get a fix together and got it done. We pushed it out as quick and reliably as we could in order to minimize impact.

    Normally, you can expect us to release updates on Tuesday evenings. Login to your Infusionsoft application during that time, AND follow @InfusionStatus for the latest word from us about them.

    When a service provider screws up as badly as this, there needs to be pain that they suffer.
    We understand the pain our users go through, trust me. We've had a great track record lately with releasing quality updates. This was totally an oversight on our part (as noted above). Should anyone have any major greivances about this bug, they can contact me or their small business coach to discuss remedy. We're compassionate and maintain authenticity in everything we do and will work with people.

    ########

    That said, we have our blog post available and have notified customers about this issue. Should anyone have questions, please contact me. I am well connected and can help you with whatever concern you may have.

    Regards,
    Joseph
    joseph.manna@infusionsoft.com
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  • Profile picture of the author Amy Carczak
    Hi Joe

    Can you tell us what you will do to make it up to the Infusionsoft customers that lost a day of sales to this "completely accidental" problem?

    Like my old boss used to say; "share the gain, share the pain". Will Infusionsoft being sharing the pain (other than having the pain of upset customers .. that does not count since you created the issue to begin with).

    Please share with us.
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