Currently Testing: New IOS Update 17

If you currently use the WineDirect POS app, you may have recently noticed iOS update 17 (17.1.1 & 17.1.2) is available. Since this is a new update that hasn't been tested, it may cause issues with your POS and EMV devices. We are testing this latest iOS update to ensure compatibility and stability with the WineDirect POS app.

To ensure a smooth transition, please refrain from updating your iPad device(s) to the new iOS version until our testing is complete. We'll promptly update you once we have completed testing.

Recommendations

As a best practice, we advise waiting for our testing of the new iOS update before initiating any updates on your iPad devices.

Disable Auto-Update

We recommend to disable automatic updates on your iPad device(s). You can do so by:

1. Go to Settings.

2. Tap App Store.

3. Turn off App Updates.

For more detailed information about the iPad iOS updates and any associated changes, please refer to Apple's documentation here.

We sincerely appreciate your patience and continued support as we work to enhance your WineDirect POS experience. 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.

Update: EMV Issues Fixed

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:

• The issue causing some EMV/ POS card readers to freeze during processing has been resolved
  • You can now use all EMV card readers, including the Vivopay 3300 and the Move 5000
• The issue with split tenders on POS has been resolved

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! 🍷

Recent WineDirect Classic Enhancements and Addressing Bugs

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. 

A step forward with upgrades 

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: 

• POS transaction times have been significantly reduced by 50%, ensuring a smoother experience for your patrons. 
• The issues responsible for pending transactions and incorrect statuses have been successfully rectified. 

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.

Stay updated & engaged 

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. 

Follow-up: Payment Processing Upgrades and Fixing Issues

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. 

A step forward with upgrades 

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: 

• POS transaction times have been significantly reduced by 50%, ensuring a smoother experience for your patrons. 
• The issues responsible for pending transactions and incorrect statuses have been successfully rectified. 

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.

Stay updated & engaged 

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. 

Payment Update: Zeamster & VivoPay EMV Device Issues

Update 10/13/2023: Please read our latest blog post about the recent payment processing upgrades and bug fixes.

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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:

VivoPay EMV Device Issues

If you currently use a VivoPay EMV device, you may have noticed two issues recently:

1. Only manual credit card entry will be possible.
2. Any club order made with VivoPay before October 4, 2023, cannot be refunded or canceled.

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. 

Zeamster - Refunding Issue

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.

▶ Refunds Needed Spreadsheet

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.

Important: Update on Text Message Marketing (SMS)

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 RedChirp.

Our commitment to helping you succeed in the DTC space remains unchanged. After thorough research and vetting, we are recommending RedChirp for your SMS needs. RedChirp stands out with a specialized offering tailored to wineries, ensuring your marketing campaigns remain impactful and compliant.

We understand how important a smooth transition is for your operations. To that end, we are actively working with RedChirp to set up a process to quickly onboard WineDirect clients. We will share more information soon on this process.

Thank you for 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.

Fix: POS Blank Deposit Account Error

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:

1. Access WineDirect Admin Panel: Start by logging into the WineDirect Admin Panel.
2. Locate POS Profiles Settings: Navigate to Settings > POS Profiles.
3. Update POS Profile Settings: Find and select the POS profile you are currently using. In the “Deposit Account” section, choose the correct account associated with this POS profile in the dropdown menu.
4. Save Changes: Click “Save” to confirm and apply your changes.

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:

• First, select an alternative deposit account, like "Clubs," from the dropdown and press Save.
• Then, reselect POS from the Deposit Account dropdown and click Save. You should now observe "POS" as the chosen deposit account.

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.

Fix: Reverting to Standard UI for Increased Stability

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.

How to Switch to 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.

Fix: Multiple Refunds with Zeamster

If you use Zeamster as your default payment gateway, you may have noticed that our system and the gateway allowed you to attempt subsequent refunds on an order if it was already refunded.

We have implemented a fix for this issue, and no action is required on your end.

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.

Update: New iPad iOS Update (16.2, 16.3 & 16.4)

If you currently use the WineDirect POS app, you may have recently noticed new iPad updates being released. We successfully ran a complete WineDirect POS app test cycle with the new iPad iOS updates (16.2, 16.3 & 16.4). We recommend upgrading your iPad device(s) at your convenience. 

You can update your iPad device(s) manually by: Going to Settings > General > Software Update.

For more information about the iPad iOS updates, please check out the documentation here. Thank you for your patience and your continued support!