Customers Unable to Complete Transactions

[Amdsoap]

When purchasing through marketing email campaigns, my customers are unable to complete the transaction. They receive an invalid card error. This has happened for over ten customers since Saturday, so it is not a singular card issue. Purchases made by going directly to the online store (rather than through the email campaign) are going through with no problem.

This has been an ongoing issue since the beginning of June. I have logged in hours with customer service and they keep telling me it a customer card issue. It is not a card issue for TEN customers. I had to troubleshoot the issue myself to determine that it was through the email marketing campaign (I did an order direct through the website with no issues, but the same order through the email marketing campaign resulted in the same error my customers were receiving). I notified customer service of what I discovered, they attempted to do a purchase but the test card they used has insufficient funds, but customer service assured me that if the card had had sufficient funds, the order would have gone through. I don't know how they would be able to determine this when I have eleven documented failures from myself and customers.

To complete the issue, customer service gave me the "our engineering team will contact you by email, bye". I have not yet received an email from their engineering team. My customers are still unable to make transactions through the email marketing campaign.

I have become very disappointed with Square customer service. At the beginning of the month I couldn't edit my online store, which resulted in what should have been a fifteen minute job turning into a two hour and three customer service reps before finally being told that there was a dashboard issue and I could check the services status page before contacting customer service. Which, by the way, I had done and it was not on the issues list... so I don't know how I would have possibly known.

[ryanwanner]

Hello @Amdsoap !

UGH how frustrating. I'm sorry you're going through these hoops! 😞

I just want to make sure I'm on the same page: your customers are clicking a link via your marketing email and ordering, and when they complete the transaction they get the invalid card error? If so, I have some ideas. These are generic ideas at this point that may throw the card error even though they're not directly linked to the card--I've seen times in the past where that error is a basic "something went wrong" kind of error code...

-Are you using a code for a coupon on the marketing emails? If so, and you have made a custom code, make sure the cust's are entering it just as you did: MYCODE is different than MyCode to the website. Although usually this will just result in the discount not being applied.

-A biggie that has thrown my customers off: check to see if their phone number includes the "+1" part. The webstore can get confused by this since it's implied that the phone number will start with +1. Including it makes the phone number +1+1..... which causes system glitches. If the custs are clicking through an email to the site it may try to log them in and cause this problem.

-With your clickthrough link in your email, make sure there are no typos and/or deep links to specific items. That may be throwing things off.

I'd be happy to try a test order. Please respond with your website addy and a link to the marketing email.

Hope this helps!