Brian, We did some searching through our communications with resellers and this change was not explained. We apologize for this
Currently, our "pending orders" database is getting extremely large and we have noticed some degradation in response that we can attribute to it. We have also received several requests from service providers who wanted to pare down their list of pending orders as they were getting very hard for them to manage. In response, we developed a feature where we allow resellers to mark their pending orders that are over 100 days old (this is editable) as cancelled. This feature is accessed manually and does not set a flag to perform this 'maintenance' on a scheduled basis. Unfortunately, very few resellers have used this feature and as a result we decided that it was necessary to clean these lists up ourselves in order to maintain performance. We have analyzed the information in our database and have found that once a pending order is in this list for more than 30 days, the majority of these orders are never acted upon and remain in this state unless the service provider manually moves them to cancelled using the provided feature. That being said, we understand your frustration in having some of these orders deleted and we would like to know what service providers believe a reasonable amount of time for an order to remain pending is. Would canceling those pending orders older than 60-days suffice? Also, please remember to keep in mind that we are NOT deleting this orders. They are being moved to cancelled status. Thanks, Greg Frank Associate Product Manager, TLDs Tucows Inc. 416 535 0123 x1282 -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Doctor PC - Brian O'Donnell Sent: Sunday, October 02, 2005 10:25 AM To: [email protected] Subject: Re: [domains-gen] pending orders automatically cancel Hello Elliot Actually, not at all helpful, but possibly relevant. I had a look at ccs, and the main reason that it is not a good idea for us is it would require an upgrade to PHP5 as well as (I believe) the installation of Zend, which, at this time, I cannot afford to hire somebody to do. I had great hope when you bought Platypus because I thought (very erroneously, as it turned out) that you would be improving upon it by adding things like, oh, I don't know.... affordability... and maybe allowing it to run without Windows. I have spent hundreds of hours writing custom code against the API because nothing works "out of the box". The ccs is no different. But my question was acctually much simpler than that: Can we turn off the auto-cancel "feature" in the RWI? (Or any other way?). I have a very simple system whereby I invoice my clients for the renewal and I pend them until they are paid for. The invoices are sent 60 days before the expiry date and the renewals (are supposed to) get processed upon receipt of payment. Now I realize that several have not been processed because after 30 days, the system cancels the order. Then when I hit process_pending in the API, nothing happens. Then I have to go in and manually renew the domain. With several hundred, it hasn't been much of an issue, but with several thousand, it certainly will be. And, if the answer is "no", why is there still an option in the RWI to cancel pending orders more than x days old, where x defaults to 100? Incidentally, I use this email address for almost everything. I have no employees. And I have searched through all of the updates to find mention of this change but I cannot find it. Thanks Brian P.S. Congratulations Joey!! ----- Original Message ----- From: "elliot noss" <[EMAIL PROTECTED]> To: "Doctor PC - Brian O'Donnell" <[EMAIL PROTECTED]> Cc: <[email protected]> Sent: Sunday, October 02, 2005 9:22 AM Subject: Re: [domains-gen] pending orders automatically cancel > there are a few points I want to tease out here. (brian, this may or > may not be relevant to you but I wanted to mention this in general) > > first, we always inform about changes. one of the things we struggle > with, and that we need your help with, is keeping relevant addresses > fresh. so many of you provide us with contact emails that fall into one > of two challenging buckets. either a REALLY generic address that does > not get followed closely ([EMAIL PROTECTED], [EMAIL PROTECTED], > etc.) or an individual employee's address who may or may not be with > the company any more or who may or may not tell all the relevant folks > about information received. > > we are conscious of this problem, struggle with it and need your help > wherever possible. ideally we would have a good contact for support > issues, technical issues and business/marketing issues. stay tuned as > we keep trying to improve this and please be aware of it and help where > possible. > > second, the kind of breakage that you refer to brian is often the > result of the crappy design of the old client code. I don't know if you > use client code or not but it is worth noting that the new ccs > (http://ccs.tucows.com/ and note that joey got married last week so > CONGRATS TO JOEY!!! and he will be back to keep providing more ccs info > next week) is designed to deal with exactly these kinds of issues. > > to be clear, we understand that this is a pain and that it is a pain of > our own doing. the best thing we can do is to try and move forward and > make it as easy as possible for you in the future. for any of you who > use client code (or perhaps those of you using the api or rwi and > looking for an easier or more automated solution) and are thinking of > offering either/both of .mobi (which I now think may be pretty big) or > .eu now is the time to start poking at ccs. > > all of us here, zjelko, joey and everyone else, would love to help you > make the transition to ccs. > > brian, I don't know if either of these points are relevant or helpful, > but hopefully they are. > > Regards > Elliot Noss > > On Oct 2, 2005, at 2:04 AM, Doctor PC - Brian O'Donnell wrote: > > > Hello All > > > > I have just noticed new functionality in the system that has screwed > > up my > > automation (again). > > > > I don't know when it changed, but now they automatically cancel all > > orders > > at thirty days old. > > > > As a result, I have several orders that have been paid for but not > > completed, and it is going to take me several days of auditing to sort > > it > > all out. > > > > I have sent a request to Support, but I do not expect to receive any > > response before Monday, and, hopefully, somebody here can answer the > > question. > > > > Is there any way to tun this off in the RWI? > > > > And to you Tucows folks: It would be nice if you infomed us of changes > > like > > this, preferably with detailed instructions as to how to fix it when it > > breaks everything. > > > > Thank you > > > > Brian O'Donnell > > Doctor PC > > www.doctorpc.ca > > > > _______________________________________________ > > domains-gen mailing list > > [email protected] > > http://discuss.tucows.com/mailman/listinfo/domains-gen > > > > _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen _______________________________________________ domains-gen mailing list [email protected] http://discuss.tucows.com/mailman/listinfo/domains-gen
