Error at Checkout

[dirtfarmco]

Whenever a customer tries to place an order, they receive this error. I did a test order- tried ordering with saved information and without, and i'm getting the same error.

[JustinC]

Yikes! Are you still seeing the same error since you posted yesterday? Have you tried multiple browsers? Can you send your site URL so my Team can take a look? 

@dirtfarmco

[dirtfarmco]

Hi, thanks for your response. I ended up calling customer support yesterday to try and fix the issue, but they didn't have any luck. I've tried different browsers, and its strange because it only seems to be happening to certain people. I've had some orders come through fine, but whenever myself or 2 specific customers try to place an order, this happens. I've cleared my cache, and its definitely not a bank issue as its happening to multiple people.

[dirtfarmco]

site url is https://dirtfarm.co

[JustinC]

Thanks for the link. Super strange, was CS able to file a ticket for the Ecom Product Team to take a look? 

In the meantime, I've surfaced your issue to a Ecom specialist. I won't have a response until Monday or Tuesday though. 

@dirtfarmco

[dirtfarmco]

Im not sure, I was told the issue was forwarded to senior support but they were not able to replicate the issue. 

[Joe]

Hi there, @dirtfarmco - thanks for your patience, here. I am stepping in for Justin here in his absence. 

I took a look at the internal dialogue on our side from when Justin surfaced this over to our Ecomm specialists. Looks like none of us have seen something like this occur before. 

From your interaction with our Support Team, it sounds like they may be bumping this up to engineers, but I would recommend double-checking with them to insure a ticket has been filed on behalf of this issue. We want to make sure this gets solved for you.

[dirtfarmco]

Thanks for your response. Support basically told me that it must be an issue with all of our banks, which it isn’t, and left it at that. The only other advice I was given was to try a different browser, which I’ve already done. Should I reach back out to them? And if so, is there any specific information I should supply them with? It’s been almost a week now, and we’ve lost a few orders due to the issue, so I hope it can be resolved sooner than later! 😞

[Joe]

Goodness, so sorry to hear this @dirtfarmco. Yes, if you wouldn't mind flagging this over to them again and requesting a ticket be filed with our Engineers, that would be great. It will open up an internal inquiry on our side to help better determine where the discrepancy is coming from.

Feel free to keep me in the loop! I want to make sure this gets answered for you.