Last updated: Thursday 16th May 12:30pm ACST
We understand the importance of a seamless user experience on our website, and we sincerely apologise for any inconvenience caused by the recent issues and errors you may have encountered since the launch in April. We are committed to resolving these issues promptly.
As part of our commitment to transparency, we have established this central portal to keep you updated on the status of known issues and their estimated resolution dates. We appreciate your patience and understanding as we work diligently to address each issue. Below, you will find a list of identified issues along with their status and estimated resolution dates:
IN PROGRESS ISSUES
| Identified Issue | Status | Estimated Resolution Date | Short Term Solution |
| LIVE CHAT unavailable | In progress | 17-May-2024 | Temporarily unavailable so the Customer Excellence Team can catch up on enquiries and prioritise answering phone calls and reducing queue wait times. In the meantime please email info@modere.com.au or info@modere.co.nz |
|
Pay In 4 has been disabled from AU Website. |
In progress | Scheduled for next Web Release – DATE TBC | Checkout using normal PayPal. |
| Android and iOS Apps not reliable. |
In progress |
Mobile Apps – We will let you know when the Apps are ready to use again. iOS – Planning to be updated in Apple Store by 25 May 24 Android – Planning to be updated in Google Play by 20 May 24 |
We appreciate it if you didn’t use the Modere mobile apps on iOS or Android until we have updated the apps in Google Play and Apple Store. Please use your browser on your mobile device to access our Modere website and order instead. |
| Subscription with declined payments notifications and visibility. |
In progress |
20-May-24 |
From the 20 May, Modere will commence sending emails notifying the Customer or Social Marketer of their declined subscription order with information on how to resolve. Note: We are aware that declined payment subscription orders are not on Social Marketer Back Office Reports and we are working on a solution and will keep you updated on that. |
| Subscription 7 Day & 1 Day Reminder emails not going out. |
Ready for next release | 20-May-24 | From the 20 May, Modere will commence sending both 7 Day and 1 Day Subscription Reminder emails |
| Delayed response time for Safari. |
In progress | Scheduled for next Web Release – Date TBC | Please use Chrome in the interim for an improved experience. We will let you know when Safari is a seamless experience for you. |
| Some Suburbs not able to be selected at Checkout when entering postcode, due to a display limitation with the selection window. |
In progress | Date TBC | Please choose a different Suburb from the list & then go to the Suburb field, delete existing Suburb and type in your correct Suburb Name. |
| We have needed to temporarily remove Digestive Enzymes (AU) and PhytoReds (AU & NZ) from the websites because they are Out of Stock. This is due to a display issue for out of stock items, which is being corrected. | In progress | Scheduled for next Web Release – Date TBC | They will be back soon with the correct display if they are still out of stock. |
|
Some Anniversary Credits are not being given out on the due 6 month Anniversary date. |
Resolved | 17-May-24 | We expect to have this resolved soon and will give these with full 30 day expiry, once Resolved. |
RESOLVED ISSUES
| Identified Issue | Status | Estimated Resolution Date | Short Term Solution |
| Promotion discounts (incl VIP & Loyalty %) not displaying in Subscription Manager |
Resolved | 16-May-24 | Now that this is resolved, please let us know via the link below if you are experiencing any further issues with this. We see this as a high priority and although we can assure you that all promotions and discounts are being applied to all orders, we appreciate that Customers need full visibility when placing an order with us. |
| From mid-afternoon Adelaide time, a Shopper cannot set their Subscription date to run any earlier than 3 days time. |
Resolved | 16-May-24 | Now that this is resolved, please let us know via the link below if you are experiencing any further issues with this. This is one of our highest priorities to resolve. If you need your order earlier please Checkout using the Subscribe & Save option via your Cart. Then once the order has been completed, make sure you go to your subscription template to change your next order date and edit any products as required. |
| Some May subscription orders for both Social Marketers and Customers do not have a correct payment set up on for their subscription. |
Resolved | 16-May-24 | Now that this is resolved, please let us know via the link below if you are experiencing any further issues with this. All Customers and Social Marketers affected have been sent an email informing them and requesting they update their payments in their Subscriptions. This will only be an issue for May and not a problem moving forward. |
| When Social Marketers log into a Customer’s Account and update their cart for them (concierge service), when the Customer goes into their account afterwards their cart is often empty. | Resolved | 9 May 2024 | Now that this is resolved, please let us know via the link below if you are experiencing any further issues with this. Short term work around: Create Shareable cart link for those products and send the link to those Customers with an empty cart so they can easily re-populate their cart. |
| Sometimes cart errors are not allowing Checkout. You may have unavailable/out of stock products in your cart that haven’t been removed properly and aren’t visible, preventing you from checking out. |
Resolved | 9 May 2024 | Now that this is resolved, please let us know via the link at the bottom of this page if you are experiencing any further issues with this. Short term work around: Create a Shareable Cart link and open that in a new browser tab. This should populate your cart and remove the invisible unavailable product/s and allow you to proceed to Checkout. If that does not work contact CET, they may be able to fix it for you. |
| Some Shoppers are unable to navigate to Checkout and it redirects back to their cart. |
Resolved | 9 May 2024 | Now that this is resolved, please let us know via the link at the bottom of this page if you are experiencing any further issues with this. Short term work around: If your cart total equals the items listed (so there isn’t any invisible unavailable products in your cart) use Chrome in Incognito browsing mode. |
| There is a display issue when you choose the Cancel Subscription Option. Subscription items remain visible in the Subscription Manager, even after the Subscription has been cancelled. |
Resolved | 9 May 2024 | Now that this is resolved, please let us know via the link at the bottom of this page if you are experiencing any further issues with this. Short term work around: We encourage Customers and Social Marketers to remove all items from their Subscription Manager to reassure them that the Subscription won’t be processed. Press DELETE next to each item in the subscription rather than pressing CANCEL SUBSCRIPTION. |
| Order Notification on the Bell Icon in Shifting Retail Back Office Not Available |
Resolved | 07-May-2024 | The Bell Icon is now available for your use. |
Our development team is working tirelessly to resolve these issues quickly. However, some issues may require more time to be investigated and fixed thoroughly. Rest assured, we are prioritising critical issues to minimise disruption to your business and ensure a smooth browsing experience for our Customers.
Bookmark this page and check back regularly for updates. We have pinned this blog post in One Voice AU-NZ for quick access.
Your feedback is crucial in our issue resolution process. If you come across any new issues or issues, we urge you to report them here: https://bit.ly/3JaxwzA