We are following up on the recent service interruptions and wanted to provide some updates. The WineDirect team has worked hard to implement a fix for the following issues:
We appreciate your patience and continued partnership. We encourage you to visit our Status Page for the most current updates. Our Client Success team is also at your disposal, ready to assist with any concerns or queries you might have. Please feel free to reach out through the 'Ask a question' feature in the admin panel or by emailing us directly at support@winedirect.com.
Wishing you all the best for a successful holiday season! 🍷
We wanted to provide you with an important update on the recent changes to our payment gateway, ensuring transparency and open communication every step of the way.
Last week, we successfully rolled out a significant upgrade to our payment gateway integration. Our primary goal was to rectify longstanding payment processing issues, such as transactions failing, remaining in a pending state, or returning ambiguous statuses. Additionally, we wanted to enhance the transaction speed in the tasting room, ensuring a seamless experience for all.
We are delighted to announce:
With the recent rollout, we encountered several payment issues that might have caused disruptions to your operations, and we sincerely apologize. Rest assured, we have successfully addressed all major issues related to this upgrade and are committed to delivering even smoother experiences with our future updates.
Currently, we are investigating two issues regarding EMV card readers. We are actively working on these issues and will provide updates as we have them on the Status Page.
While we do expect occasional, infrequent bugs, your feedback is invaluable to us in resolving them swiftly. If you encounter any payment issues or have questions, please use the 'Ask a question' feature in the admin panel's bottom right chat bubble. Alternatively, you can always email us at support@winedirect.com.
Thank you for your continued support and trust in WineDirect. We are here for you.
We wanted to provide you with an important update on the recent changes to our payment gateway, ensuring transparency and open communication every step of the way.
Last week, we successfully rolled out a significant upgrade to our payment gateway integration. Our primary goal was to rectify longstanding payment processing issues, such as transactions failing, remaining in a pending state, or returning ambiguous statuses. Additionally, we wanted to enhance the transaction speed in the tasting room, ensuring a seamless experience for all.
We are delighted to announce:
With the recent rollout, we encountered several payment issues that might have caused disruptions to your operations, and we sincerely apologize. Rest assured, we have successfully addressed all major issues related to this upgrade and are committed to delivering even smoother experiences with our future updates.
Currently, one known issue appears sporadically with manually entered cards. We are actively working on this issue and will provide updates as we have them on the Status Page.
While we do expect occasional, infrequent bugs, your feedback is invaluable to us in resolving them swiftly. If you encounter any payment issues or have questions, please use the 'Ask a question' feature in the admin panel's bottom right chat bubble. Alternatively, you can always email us at support@winedirect.com.
Thank you for your continued support and trust in WineDirect. We are here for you.
Update 10/13/2023: Please read our latest blog post about the recent payment processing upgrades and bug fixes.
Following our latest Zeamster enhancement deployment, we've identified some functionality concerns for VivoPay EMV devices and Zeamster Gateway users. We understand the potential disruption and inconvenience this might cause, and we sincerely apologize.
Our team is working diligently to rectify the situation. While we are eager to resolve this promptly, our main priority is ensuring any updates' stability and reliability. Therefore, we won’t rush any solutions that might introduce new defects. To expedite the process, we've redirected resources, and our team is working through the weekend to provide a resolution as soon as possible.
Here are updates on the current payment issues:
If you currently use a VivoPay EMV device, you may have noticed two issues recently:
Important Note: Do not use the Dip or Swipe payment method with the VivoPay card reader until the issue is resolved
Both issues are actively being worked on, and we will push for an update as soon as it is completed and tested. ETA for the fix is Monday, October 9 - Wednesday, October 11.
We have identified an issue preventing clients from processing refunds on club orders originally processed before October 4. Good News! We have pushed an update to fix the refund issue today (Friday, October 6th, 2023). We will update the status page with the latest updates.
If you need to process refunds ASAP:
WineDirect Payments will process these refunds for you in bulk. Please download and fill out the spreadsheet below, then email it to payments@winedirect.com.
Important Note: If you manually issue a payment through the gateway, the refund amount will not be reflected in WineDirect for reporting purposes. As a workaround, you can use the "Order History Importer" tool to import the refund order so that it appears in WD reporting. For information on how to use the tool, please read more here.
We appreciate your understanding and patience as we navigate this challenge. We will send a follow-up email with updates next week. For real-time updates, you can visit the status page. For any additional concerns or questions, please use the 'Ask a question' feature on the bottom right chat bubble on the admin panel or email support@winedirect.com.
Ensuring the highest level of security for our wineries is paramount at WineDirect. As the digital landscape evolves, so do our measures to protect you and your data.
Multi-factor authentication (MFA) elevates security by requiring winery users to authenticate themselves when accessing the WineDirect SiteAdmin. This isn't just a standard username-password combo; it's an added layer of defense to confirm it's really you.
Recent A2P 10DLC modifications have led to an update in how we send MFA codes. While text messages (SMS) are no longer an option, you can seamlessly receive the code via the same email associated with your SiteAdmin user account or use an authenticator app.
If you currently have MFA enabled, you may be required to use another access code from email or an authenticator app to sign in.
Adaptive Multi-Factor Authentication (MFA) only triggers when SiteAdmin detects suspicious activity about the user's login. This behavior can include any or all of the following:
To enable MFA in your WineDirect SiteAdmin:
To enable MFA, contact WineDirect support by clicking 'Contact support' at the bottom right of the admin panel, then 'Open a case with support' or emailing support@winedirect.com.
A WineDirect team member will reach out to you once it is enabled.
Upon your initial login after activation, the MFA screen will prompt you for a code. You must use an authenticator app when you first log in. After that, you can switch to email as your authentication method.
>> For more information on MFA, check out the documentation here.
Should you encounter further difficulties, don't hesitate to connect with WineDirect Support. You can use the 'Ask a question' feature on the bottom right chat bubble or email support@winedirect.com.
SMS marketing is an increasingly important part of B2C communication, and as mainstream adoption grows, it's also becoming more regulated and complex. Recent regulatory changes have made it even more imperative that businesses — especially highly regulated wineries — centralize their SMS within dedicated texting platforms designed for their specific and complete texting needs. With these most recent A2P 10DLC changes, we've made the decision to discontinue our ancillary SMS marketing services and recommend our customers transition to one of our partner SMS providers, such as RedChirp or SimpleTexting. Both stand out with a specialized offering tailored to wineries, ensuring your marketing campaigns remain impactful and compliant.
We appreciate your understanding. Our focus remains on equipping you with the best tools to thrive. If you have any questions, please feel free to contact support through the wine glass icon in the bottom right of the admin panel or support@winedirect.com.
If you use text messaging for Multi-Factor Authentication on your SiteAdmin, please visit our newly updated blog.
Some users may come across a blank ' Deposit Account ' field when using POS in conjunction with Zeamster as their default payment gateway. This will result in the subsequent error message:
“EMV will not be available until you select/create a new terminal and select a deposit account. Do you wish to continue without EMV enabled?
Follow the steps below to resolve this issue:
Once done, the error should no longer appear, and you should be able to use EMV functionalities without any issues.
Note: If the “POS” account doesn't save (meaning even after hitting Save, the screen displays an empty value), follow these steps:
Should you encounter further difficulties, don't hesitate to connect with WineDirect Support. You can use the 'Ask a question' feature on the bottom right chat bubble or email support@winedirect.com.
We appreciate your patience as our team worked diligently for a swift solution. WineDirect is committed to providing a seamless buying experience for you and your customers.
We are thrilled to introduce the ID Tech VivoPay 3300, the ultimate all-in-one reader designed to enhance payment processing for wineries. With its small portable form factor, advanced features, and seamless integration with WineDirect POS, the VivoPay 3300 is set to transform your payment processing and boost customer satisfaction.
Key Benefits
The ID Tech VivoPay 3300 pricing starts at $145.00 USD per device. To place your order, please visit the shop page or contact WineDirect Payments at (818) 346-9888.
For a limited time, we are offering special savings on the VP3300 card reader and an enclosure/stand solution.
The ID Tech VivoPay 3300 is currently undergoing testing for seamless integration with the All-New WineDirect platform. By this summer, you can expect a powerful combination that streamlines processes and enhances your winery's payment experience. Get ready to elevate your operations with the VivoPay 3300 and the All-New WineDirect platform. For the latest details, see what's new with the new platform.
Please note that the ID Tech VivoPay 3300 is designed for use with one card reader per iPad, providing optimal performance and security. While the device can be uninstalled and paired with different iPads, it is not recommended for daily use in a busy environment. To ensure smooth operations, we recommend ordering one ID Tech VivoPay 3300 for each iPad you plan to use as a checkout station.
If you have any questions, please review the complete documentation and contact our team at support@winedirectpayments.com.
At WineDirect, we're continually committed to providing a seamless experience. Some wineries might have noticed two different user interfaces (UI) in the WineDirect admin panel – the Standard UI and a New UI.
We have recently seen issues arise with the New UI. To prioritize your experience and increase platform stability, we have decided to revert back to the Standard UI. This adjustment will be entirely automatic, requiring no intervention from your side, and we plan to complete it by Thursday, August 31st, 2023. Rest assured, all the functionalities you have come to rely on remain fully accessible within the Standard UI.
If you want to switch to the Standard UI before, go to either the Products or Shipping of the Store section of your WineDirect admin panel. Click the arrow at the bottom left corner of the page to make the switch.
We sincerely appreciate your understanding and ongoing partnership. If you have any inquiries or need assistance, please don't hesitate to contact us at support@winedirect.com.
Thank you for entrusting WineDirect with your winery needs.
Exciting news for wineries! Our GetContactStatus() method has been upgraded, offering access to all contact statuses through our API. Easily retrieve crucial customer information, including "Prospect," "1st Time Customer," and "Repeat Customer" statuses.
Streamlined Integration, Enhanced Results: Seamlessly integrate and streamline your Contact Services 3.0 workflow. Fine-tune marketing strategies and nurture customer relationships with precision.
Effortless Engagement Customization: Leverage a variety of contact statuses for powerful customer insights. Tailor engagement effortlessly, nurture prospects, and reward loyalty for growth.
Swift Implementation, Instantaneous Results: Explore documentation for seamless implementation of enhanced GetContactStatus(). Retrieve customer statuses effortlessly and achieve swift results.
Check out the documentation for more information about Contact Services 3.0.
If you have any questions, please don't hesitate to contact us at support@winedirect.com.