Ordering issues

"There are currently no items in your cart."

Are you getting an error like this while trying to add items to your shopping cart? Your computer may not be accepting files known as "Cookies" from our website. In order to complete a successful transaction from our website, the Bookshop's server will need to store cookies locally on your computer. This is a normal and secure procedure that performed by most websites (such as Google, Yahoo, ebay) and only involves writing information such as session times and items in your shopping basket. No personal details are stored in this manner.

There are many reasons why your computer may not be accepting theses cookies from our site,
including (but not limited to):

  • Running certain antivirus packages, internet security packages and firewalls such as Norton Antivirus, McAfee or Trend Micro.
  • Wrong computer clock time.
  • Your browser has been configured to deny cookies by default
  • If you are ordering from a workplace, you may be operating behind a proxy which can interfere with the transaction.

Solutions

  • Clear your browser's cache and cookies. Information on clearing the cookies and cache for your browser can be found here. Important: Restart your browser after clearing your cookies/cache and try again.
  • Is your computer's clock set to the right time and date? Cookies use your system's clock to track session times, so if it is set to the wrong hour, day or even year the cookie may be invalidated, causing your problems. Set your computer's clock to the correct time and restart your browser to fix this problem.
  • If you have any internet security software that may block cookies, try disabling it temporarily while ordering.
  • Do you have any other web browsers installed on your computer? For example, if you are using Mozilla Firefox try and place your order using Internet Explorer instead. Cookies are not shared between web browsers, so this may solve the problem.
  • Order from a different computer. Many organisations have security policies in place which block cookies from external websites, so if you have placed the order from work, try and order from home.
  • If these steps fail, you may download this form and email/fax us your order.

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"Transaction Failed"

Have you been redirected to a Bookshop page stating the transaction has failed or declined? There are several reasons why these transactions may decline -

  • Insufficient balance.
  • Incorrect details - card number or expiry date.
  • Some financial institutions automatically enroll new credit cards into programs that increase the security of internet transactions (such as Verified by Visa and Mastercard Securecode). These programs require a "password" when paying, The password is not the 3 digit code on the back of the card, rather a separate word / number set up between the issuing bank and the you. If this is the first time placing a transaction, you may asked to set up a password to enroll in these programs. If you type in this password incorrectly during your transaction, then your order will fail and you will need to place it again.
  • Expired Card / Incorrect CCV - If you have received an "expired card" message, the expiry date or CCV (3 digit code on the back of the card) may be wrong. "Expired Card" is used as a generic error by our merchant, there are a number of other reasons why the transaction may be declined.

If you have received a "Transaction Failed" message and have been charged, please contact us with your order reference number (an order reference number begins with "WWW") to investigate the issue further.

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