Incomplete Shipping Address Error

[willowsky]

Buyers are not able to make a purchase and are getting the incomplete shipping address error during checkout. Anyone else having this problem? How did you fix it?

[Ellie_]

Hi there @willowsky

Welcome to the Seller Community! I am happy to help you out with this. I did a test from my end, and I wasn't able to replicate? Are you still getting reports of this issue occurring? 

[struttinbuck]

Yes mine is doing it too. When you first enter the address there is an error code saying

"This address is not supported" When I remove the ,US  It seems like it is going to take the transaction. But then when you hit the place order button it gives an"Incomplete shipping address" error code.

[BernadetteA]

Hi @struttinbuck Welcome to the Community 👋

Can you post a link to your online store so we can take a look? 

[struttinbuck]

I reset the store so it is gone.  But the links are doing the same thing.

https://square.link/u/BCRFbKkj

[struttinbuck]

I just reuploaded the website. Here is the link.

https://martin-manufacturing.square.site/

[BernadetteA]

Thanks. I think the error is happening because you have a shipping profile setup, but there are no countries assigned. Can you try adding the US back so we can troubleshoot this more? 

You mentioned you removed the US, but did you see a different error on the checkout screen before you did this? How do you plan on charging for shipping, or are you wanting to offer free shipping? Thanks! 

[LathamA]

Message from customer: Just to report that having tried and failed 3 times to renew my membership subs via the online shop, I have just made a direct transfer .The reason the online shop system failed was that despite me completing it correctly (so far as I could tell!), it kept saying that I had not completed the shipping address details.  I might have done something wrong, but I think it would be well worth someone checking that this system is working as it should.  I have to say that it seems all a bit clunky to me!

I have tried entering the customers address and there doesn't seem to be a problem - although he was not able to complete payment. we are still getting this problem happening.

https://guild-of-aviation-artists.square.site/membership-renewal

[willowsky]

It has been resolved. I think the issue was that when a buyer would start to enter the address and it would begin to auto populate and they would let the auto populate finish the address.  At times this was causing it to be incomplete. I have not had an issue any longer. I hope this helps others.

[cfowler]

Yes, I am having this same problem, and I have tried everything I can find to try to fix it.  I am doing a test run and have tried a few different complete addresses yet I still get this same message. I need help and have this resolved this weekend.

[BMoreUser]

I am having the same issue, which is still not resolved.

I contacted Square and worked with an agent for over an hour. The issue was brought to my attention by a customer. They tried to duplicate the error without success and asked me to clear my browser history and try again. That didn't work, but I understand it is always the first step in troubleshooting these issues. I then tried on several different browsers, both mobile and PC, using privacy/incognito mode, with no success. The problem is either buried in my settings or on the Square servers. 

Square believes it is a local issue and is attempting to troubleshoot it. However, I'm losing revenue right now, which is especially painful after the last couple of years.

I will keep this updated if they/I find a solution. If the people at Square monitor this, I would appreciate any additional guidance. 

[crystalimages]

2 customers today have had the same issue. 2 different items/checkout links. 

any news would be appreciated. 

we just had a big event and expect quite a few sales to be coming in. This could cause us to lose a lot of sales. 

[Ria]

Hi @crystalimages - Thanks for stopping by The Seller Community, it's always nice to see your input. 😊

Great Observation.

This sounds like an issue that has happened a few times that could use some investigation from our engineers. A great next best step would be to contact our support so that our engineers can get eyes on this matter. Any screenshots or particular transaction information will be most helpful in getting this resolved. 

Phone support is available Monday - Friday 6 AM - 6 PM PST. The telephone number is (855)700-6000.

As always, feel free to stop by The Community with question, concerns and even feature requests. We are more than happy to assist. ✨

[troop321flowers]

I am also having an "incomplete address" error with a few customers. How do I report this problem?

[letterpress]

Please see the "solution" below. It's not really a solution, but it will allow customers to order if they contact you and report the problem.

Curious how many countless folks just give up and cost us revenue, though.

[JJ_]

Hello there @letterpress @troop321 followers @crystalimages and others on this thread we need your help reporting this matter to our engineers. When you have a moment please contact our Square Online team directly to have this reported with the evidence on your accounts. This will help getting this address faster.

Also, @letterpress thank you so much for sharing with others what worked for you.

[letterpress]

Uhhhh... I typed out what happened and what (almost certainly) caused it. Can you not just forward that to your engineers? I have a business to run.

[willowsky]

For me the issue was that when a buyer would start to enter the address and it would begin to auto populate and the buyer  would let the auto populate finish the address.  At times this was causing address or other auto populated information to be incomplete. I have not had an issue any longer. I hope this helps others. Please let me know if this helped you! 

[letterpress]

Hello--

I think I found the location of the bug. I have been on the phone with a customer trying to troubleshoot this problem. I was getting the same error that she was on multiple browsers and platforms. Thank god for patient and helpful customers!

After we hung up, I had a suspicion that it had to do with the 2-factor authentication where a user puts in their phone number and it recognizes them as an existing Square online store user. It offers to send a verification code to the phone. Once the user enters this, it auto-populates their email address, cards on file, etc.

Every time I go through the 2FA process, I get the "Incomplete Shipping Address" error. So I decided to select the "Check Out as Guest" link instead of logging in. Once I did this... BOOM. No problems.

This is a SERIOUS problem and it is costing your customers REAL DOLLARS. Square folks who monitor these forums, please report this and get it fixed!

Thank you.

[letterpress]

I can now confirm that this worked for my customer, as well.

I sent her the instructions and she was able to do it by going through as a guest. 

[crystalimages]

Thank you for figuring this out. Now I just hope Square can fix it. I've had several customers this week having this issue, but many orders come in no problem. Does make me wonder how many sales I might have lost because people give up.