CrystalCommerce Stability Issues Update as of 5:00 PM EST March 7th

Web Facts - Loading Time will Impact your Business

Performance is critical when a customer is trying to purchase from you, our Sellers. This is why we have held ourselves to a standard of achieving a load time under three seconds for these critical pages since this past January.

Update on CrystalCommerce Stability Issues

Over the past 24 hours, we’ve seen completed sales slow down significantly and customers abandoned their carts due to timeout delays. The slowness coming from CrystalCommerce’s endpoints didn’t cause orders to error off, instead, they caused customers to have delays in checking out, with many abandoning their checkout entirely. So we took our first step in protecting the stability of the Marketplace by deactivating CrystalCommerce stores and allowing Sellers to manually activate themselves if they chose to. 

By 11am EST, enough CrystalCommerce Sellers had manually turned themselves back on that we were again seeing hundreds of timeouts occur, again slowing the checkout process for customers. To allow us time to communicate with CrystalCommerce and find a resolution, we deactivated Sellers again.

A resolution is currently in the works from CrystalCommerce. Until that resolution is available, you can choose to resume sales through your store. In doing so, the risk of oversells and syncing errors may continue, and you are expected to honor all sales made through TCGplayer.com. If you choose to resume sales, simply log into your Admin Panel and make your inventory “visible”.  Please read through the following Help File for more information about how to reactivate your inventory: Updating Your Inventory Status on TCGplayer.

Continued Monitoring

We will continue to monitor the situation and provide updates as necessary. This also means we will reactivate any stores turned off once the issue is resolved.  In the meantime, if you have any questions please contact us at sales@tcgplayer.com,


Thanks again for selling with TCGplayer.

 

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CrystalCommerce 03/06/17 - Issues With Receiving Information Updates

What occurred?

On Monday afternoon, 03/6/17, CrystalCommerce had issues receiving updates at its server endpoints for necessary information about TCGplayer.com sales. These server delays adversely impacted the checkout process for orders placed on TCGplayer.

For the protection of our Sellers, we have temporarily turned inventory “hidden" for all Sellers that are hosted by CrystalCommerce. The timeframe for a resolution is unknown at this time.

You can choose to resume sales through your store. Simply log-into your Admin Panel and make your inventory “visible”. In doing so, the risk of oversells and syncing errors may continue, and you are expected to honor all sales made through TCGplayer.com.

 

I’m hosted on CrystalCommerce, what does this mean?

This means that when an item sold on TCGplayer.com, our message to remove it from your inventory may not be received by CrystalCommerce. This may possibly cause oversells across all of your sales sources. So while TCGplayer.com removed that sale item from your inventory on our side to protect you, you may still have had it for sale in your own store or on other sources.

After this issue is resolved by CrystalCommerce, all of your pending orders from TCGplayer and other sources will be re-sent through at once, to re-synchronize inventory levels.

While this problem occurred outside of our platform, we wanted to reach out with some tips to help you provide great customer service during this service disruption.

  • If you notice you have an oversell, please fulfill all orders possible through TCGplayer first.
  • If there are orders you choose not fill on TCGplayer.com because you oversold items through other sources, please reach out to sales@tcgplayer.com for assistance.

 If you have an order within TCGplayer Direct, you don't need to worry about marking the order as shipped as we've already taken care of that for you.

 

How will TCGplayer help?

We will continue to monitor the situation and provide updates as necessary. This also means we will re-activate any stores turned off once this clears up. In the meantime if you have any questions please contact us at sales@tcgplayer.com

 

Thanks again for selling with TCGplayer.

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