Why are my customers getting cannot create cart or "Base, could not determine segments" errors?

[FDPsupportforme]

For the past two months, randomly my  customers who book appointments online have been getting a cannot create cart message when they get to the check out page on square booking flow. It's multiple customers from different locations, all using different devices that have previously been able to book and pay online without issue. Today I had a customer call to say that revived an error that say "Base, could not determine segments" when trying to checkout. They we nice enough to send me a picture of their PC screen so I could see the error myself. When I messaged square support with my initial issue about not being able to create a cart at check, they ignored it for a week and still have not replied. I called support today to show them the screen picture to see if they can finally look into my account to fix this issue, and I was told they could not open a support ticket for me because they need a full screenshot from one of my customer's computers while their actively trying to book and receiving the error message. Has anyone else experienced this issue and if so how did you go about getting it fixed?

[Sineaid]

Hi @FDPsupportforme,

Thanks for bringing this to our attention, and welcome to the Community. 

We appreciate all you have done till now to help shine light on the issue, and understand that the experience you’ve had when requesting support has been less than ideal. I’ll do my best to put that right, and hopefully find a resolution. 

Would you mind sharing the screenshot here, as well as a link to your booking site, and I’ll get that across to our engineers to hopefully get a better understanding of what might be at play here.

When sharing the screenshot, please omit any personal or customer information that might be visible. Just the error itself should be sufficient for now. 

Thanks!

[FDPsupportforme]

This is the link to the booking page on our site; https://www.frontdoorphotography.com/book-a-shoot

I do not see an option to add an attachment in this reply to send you the screen photo. 

[Breffni]

Hi @FDPsupportforme, just stepping in here for Sineaid here. 

Thank you for your patience so far. We’re going to file a ticket with our engineers for further investigation, aiming to resolve this as quickly as possible.

Just to set expectations, these tickets can take some time to process, so it might be mid-next week before we have an update but we’ll keep you informed as soon as we have more information.

Regarding the screenshot of the issue, I'll attach a photo below showing where you can upload images here on the Community.

However, if you're unable to or if your text box looks different, no worries! We’ll do our best to proceed without it.

[FDPsupportforme]

Hi,

I see the camera icon, but I am unsure who to upload the image because it's asking for the source, image description and dimensions. It's just a JPEG file, so I'm not sure how to upload it that way. On the bottom of your image where it says "drag and drop", I don't have that, it's just a grey box. 

[Sineaid · Accepted solution]

Hi @FDPsupportforme,

Thanks for following up with Breffni while I was out of office. 

As promised, I asked that our engineers look into this, and they have now come back to advise that the ‘Base, could not determine segments’ error that your customers have encountered will have been a result of the following scenario: 

The user began booking an appointment, picked a time, and got all the way to the checkout screen, but then delayed actually booking the appointment for weeks to months from that point, and then revisited your booking site in the same browser. 

Our team is currently looking at ways to minimize this behavior in these circumstances. However, the best advice at this point would be for the client to start the booking process over again, which they can do by selecting the Edit button. This should in turn refresh the booking.

Alternatively, you could also advise any client who reports this to simply close the browser tab and open a new one. This will also refresh/update the booking site checkout flow.

I’ll keep an eye on the conversation around this with our engineers, and circle back here with any updates. But, in the meantime, if you have any clients reporting this behavior in a different scenario, please do let me know so that I can take any new information back to the team.

[FDPsupportforme]

Hi, Thank you for trying to resolve this issue, but I don't believe this is the correct answer. The customer who called me and had the "Base, could not determine segments issue" did not select his appointment time and options and then just wait weeks to months. He was actively trying to book the appointment for that week and called me immediately after refreshing the page and trying to restart the checkout process, because he needed that appointment that week. There's also a 10 minute check out timer at the top of our flow booking page when you reach the checkout stage and his screen photo showed he still had 6 minutes and 18 seconds left to check out. So, I do not think it would be possible for any one of my customers to leave the checkout page open for weeks or months and then try to continue the booking. I am still unable to attach the screen image to my messages here, underneath the textbox where it says "additional options" is just a blank grey area with no options listed and camera icon for insert an image I think is for embedding an image and I just have a JPEG I want to attach or send. Thanks for trying to help!

[Sineaid]

Thanks for your reply @FDPsupportforme, I’m more than happy to help. 

The additional context and information you’ve provided should be enough for me to ask that our engineers revisit this, and dig a little deeper into the individual circumstances.

I’ll follow up with you directly via DM shortly. 

[Bayleibadley]

I am also having this same issue with multiple clients. And also can confirm it is not from waiting to book. I will be following this conversation for a response on how to fix this. Thanks.