Feature Request: Request billing address with shipping address during online checkout

[balmonte]

The title of this post has been edited from the original: Require Billing Address during Checkout

We use Square Online (Weebly) for delivery and pickup orders for our restaurants. Since switching to Weebly, we have been hit with non-stop fraud. We have set our store to require a billing address, yet the checkout process does not require it. 

Why isn't this setting working? I do not want to accept any card where the billing address is not provided and/or does not match the card billing address to try and reduce the amount of fraud. Additionally, I only want to allow delivery where the billing address and delivery address match.

Simply having the card#, CVV, and billing zip code is not enough to protect us from credit card fraud. 

This is a problem that has cost us almost $1k in the past 2-3 months and we need a resolution to this issue.

[#2]

The updated checkout and info collection features are available on our free tier of Square Online.

We can provide a bit of info that should help explain why you may not be seeing this field on your website:

• Only our updated Square Online checkout experience includes this new feature.
  
  
• Unfortunately that new experience isn’t compatible with some of integrations/code you may be using on your sites. We’re aware of this - and hope to bring the improvements to sites using these integrations on their sites in the coming months.
  • That being said, if you remove the integrations that are not currently supported, you should be seeing a billing address field!
    
    
• These improvements were only introduced to Square Online, not Weebly. We encourage you to consider moving over to a Square Online website if you would like to gain access to our newest features as they become available.
  
  
• If your site is built on another platform - like WooCommerce - checkout features like this one would be offered by them. We recommend reaching out to your provider for more information.
  

If this doesn't quite answer your concerns, we encourage you to reach out directly so our team can take a peek at what you've got going on and dig deeper with you than we're able to here!

[Valentina]

I've moved your post over to this thread where we are tracking interest in this capability within the updated Square Online website, as the thread you initially left this post on was related to our old outdated Square Online Store. We'll be sure to update this thread when we have news to share about this feature, @bdealva!

[elijafarm]

We just started converting our online store at our nonprofit farm  - WE NEEED ADDRESSESS PROVIDED AT CHECKOUT! It is misleading that it says "The buyer address will be collected during checkout for all item types selected. Address is automatically collected on all physical goods." - But that is not true if customers are picking up only.We are only getting customers names and phone numbers. We need to do mailing for their CSA purchases. HOW do we fix this??? 

[balmonte]

$3,500 in Fraud Now and counting...

It's been almost 4 months since my original post regarding this issue. As much as I love Square, it's pretty disappointing that they can't see how much this is costing us, small business owners. We are having to eat the cost of all of the chargebacks associated with not being able to require a billing address during checkout to help minimize fraud. As a family-owned restaurant, in the middle of a pandemic that's already eating into our profits - the last thing we need is to be an easy target for fraudsters.

To boot, I have signed up for the new "Risk Manager" feature - paying $.06 per transaction for the added protection. One of my rules is that the shipping address must match the billing address, but the "Billing Address" is never requested of a customer - only a zip code. So although the feature is there, it will never work. Also require that AVS matches, well you can't possibly check the billing address if it is never provided.

I don't get it, why are you hesitant to provide us with the ability to control the checkout process and allow us to ask for as much or as little info as our risk tolerance allows. At the very least, if you are going to provide a feature with the option as you do on Weebly, have it work! 

[Joe]

Hi @balmonte - thanks for reaching out here again on this thread and checking in. We hear you.

We field thousands of feature requests each week here on the Seller Community, and bringing these features to fruition often takes an ample amount of time and effort from our engineers. We want to ensure that our releases are not just surface level products, but the best all-around resources to help you grow your business.

While we hope to be able to provide a positive update for you here soon, we unfortunately do not have a definitive timeline to share here, just yet. Again, we really appreciate your patience and sticking with us. We will bounce back here as soon as we have more to share.

[bdealva]

Lame. This request is not for "bells and whistles" but is critical to functionality for nonprofits. It would be better to simply remove the "donation" category if Square's engineers cannot revise the software to require entry of a mailing address. We re recategorizing our memberships and donations as physical goods in order to collect the required mailing address.

[LWalker]

Were you able to change this for Physical goods? We have searched and searched for this option. I have just published my site only to find out there is no Billing info and ship to info. 40 to 50 percent of my online orders are for gifts sent to another person.

[balmonte]

Hi @Joe - thanks for your response. The issue is that this is not a feature request - someone on your team changed the subject line and added that.

Weebly shows this as an available feature in the settings (see image below) - but it doesn’t work! I have every available option checked off for requesting a billing address, but only a zip code is required during checkout. 

 

So no, this is not a feature request, it’s a request to fix an existing feature that would help reduce the amount of fraud we are having to deal with. 

[Joe]

Hi @balmonte - I ran this by one of our Weebly experts just to confirm. The checked boxes that you've screen shot in your post above are in reference to shipping information, not billing. Making this in fact an outstanding Feature Request. 

If you'd like to speak to our Support Team about this directly, you can reach out to them here. Thanks!

[LWalker]

I just spent weeks changing my existing web site to square online, just in time for Christmas Orders. It took me hours of searching just to find this thread. I have never seen a web site that did not include a place for Billing information and Ship to information. We published our site only to find out that this is not available at checkout and have spent hours trying to find out what to do to get this on our check out page.  It is so common place that I never would have imagined this would be an issue.  Searching your community site has been tiring to say the least. I finally found this through my endless switching search words and phrases on google. So disappointed to find the thread going on for a long time with no fix. Probably 40 to 50 percent of my online orders are gift purchases sent to a different person and address. This was supposed to streamline my website and now I found out it is going to be a nightmare! This feature is literally on any website that ships product. I am so sorry I did not know this going into this because I would have stopped and never migrated my original website over. Now I can't go back. This is completely ridiculous and not a hard fix at all. Your team should add this feature immediately and stop making excuses. I know I am not the only company that ships gifts especially at Christmas. The response to balmonte was about this being a an outstanding feature. Mine is about shipping and billing that is on Weebly. I absolutely do not know what to do now 😞

[mary896]

You are NOT alone in this LWalker.  Not by a long shot.  This extreme lack of information has caused SO many problems for online sites....mine too.  VERY much so.  Chargebacks, no way of protecting against fraud, no idea WHO ordered, no way to keep customer records because we don't know who they are, no way to contact them in any personal way.....and recipients calling to ask "who sent this to me" with no way for me to inform them.  I'm just as angry as you are and beginning to think Square is just going to ignore us and this massive problem.  I've NEVER experienced anything like this in 21 years of online retail.  😖

[PhoenixnLotus]

Just wondering if there's an ETA on the ability to request a separate billing address during checkout. As many previous posters have indicated, it's extremely problematic for those of us that sell physical products as gifts and ship to a recipient other than the original buyer. I can't even see the original purchaser's NAME to include it in the gift message, which is really disappointing. While I understand that adding new features takes time, I know a lot of small business owners would benefit from this functionality and would love it if you're prioritize this as a high-value issue in your product roadmap. Thanks. 

[mary896]

 Your response doesn't work Joe.  This 'feature' of including the name and billing address already existed!  You don't have to create anything!  It was *removed* in approximately July of 2020....at least from Weebly client's sites.  Let's be honest about this, at the very least.

[eclecticsgaller]

We have this question too, wanting customers to be able to purchase a gift to send to a different recipient. The online checkout does not collect both a billing address and a ship-to address. With holiday shopping  underway, this seems like a feature many would be needing!

Am I missing a place to include this? Currently we are asking for a ship to address be added in the notes during checkout. This seems awkward.

Thanks.

Eclectics Gallery

[ITSKAIROSTIME]

I participated in a book project with 30 other people. The book is listed on Amazon in the name of the visionary for the project and those sales go to her.  Each co-author was required to set up their own shopping page to sell and receive income from the book.   I've actually lost several orders because the checkout process does not have separate fields for the billing and shipping address.  Since the orders did not process, for some unknown reason, at least two ordered the book from Amazon. (All sales via my shopping portal support a non-profit to provide scholarships for inner-city youth. Therefore, all sales are critical.)   Another prospective supporter attempted to purchase five books.) We have attempted to process it several times and the payment would NOT process. I actually paid someone to troubleshoot why those sales did not process. This is costing our small non-profit needed funds.  If you could consider adding a field for separate mailing and billing addresses to the Square checkout, it would be so beneficial for us.  Thank you. Dr. Loucille Black Hollis of Its Kairos Time Inc.

[Titne]

I would also like to reiterate the need to require a billing address be collected. We are fairly new to Square Online and have already been hit with $200 of disputed online charges. It would be helpful to have the whole address - not just the zip code, as this would assist us in challenging disputes and limiting fraudulent charges altogether. We switched from ChowNow for ease of use with our POS, but we never got chargebacks with them. Seeing a seller with thousands of dollars worth of chargebacks is making me consider going back to CN and just integrating that with the Square POS.

[mary896]

In approximately July of 2020, Square stopped providing any name or address for the customer buying a product from me.   I have no idea why, security or something?  BUT that has created a TON of problems!  I can't contact this person directly and say "Hello Pete, thank you for your order" or "Hi Pete, I have a question regarding your order" because I have NO NAME.  I also can't compare the shipping and billing address to assist in prevention of chargebacks....which I definitely got during the Christmas sales!  That's infuriating to lose the products AND the money (for both the goods sold AND the shipping it cost me) because I couldn't protect myself!  And now there's the raft of customers who received gift orders from my company who are calling, emailing and Facebook messaging me asking "Who sent this to me??!?"  I got calls on Christmas DAY and New Year's EVE asking this exact thing and....I have no idea who bought the items and who sent the items to these people.  FIX THIS NOW PLEASE.

[mary896]

Just got another gift order that I have no idea who ordered and I can't thank the purchaser by name or tell "Daniela", the recipient, WHO is sending her a $100 teapot.  

Oh, and I can't record this buyer's sale accurately in Quickbooks because I don't KNOW who it is.

PLEASE PLEASE PLEASE fix this now!  We need to know who is buying from us along with their address to help in preventing chargebacks!

[LWalker]

Mary, we had the same issue. Phone call after phone call wanting to know who sent their gift.

After 41 years in business we have regular customers who order every year for Christmas. When we went online 25 years ago lots of those people just kept calling instead of ordering online. Over the years many have made the move. We like to know who is ordering because many of them order for a whole list of people and order several times a year, and we sometimes thank them with their own goodie box or just a note or card thanking them.

When we first switched to square their team was so easy to work with and really listened to issues you might be having. They were so eager to help and many times it was only a matter of several days or weeks before they had the issue fixed, and many were new or feature as they want to call this.

Maybe square has gotten so big that the customer doesn't really matter now or maybe they sold out.

Joe Please get them to push this issue we are having to the top! This is not a "feature" that is frills, this is a must for so many of us. I have spoken to several web designers that say this is basic, not hard, and could done in a day. Why in the hell are you people dragging your feet on something so important and so easy. You have created such frustration for your customers by your negligence. You have a huge team of really smart tech people, please get it done!

[mary896]

I don't know HOW to get a helpful response from Square about this extremely serious problem that would be so easily fixed.....when I say 'easily fixed'....I mean that the buyer's info was provided up until about 6 months ago so it was REMOVED.  It isn't something that needs to be created or invented or anything!  It already existed for years!  And years and years and years!  

I just got another order to send a gift and I have zero idea who the buyer of this gift is or how to make sure they're legitimate or how to know if they've purchased before from me (!!!!) or how to address them with a personalized 'thank you for your order!' email....or even how to record this sale in Quickbooks!!

I tried to contact Square by phone, chat, this forum....nothing has gone anywhere to solve this problem.  They are just hoping we will shut up and accept it.  Which many will do, but many will NOT because it's very seriously harming our businesses.

[aacreel]

I launched my online store just two weeks ago (also have brick & mortar for 6 months), and it's already a problem not having a way to differentiate between billing addresses and shipping addresses.  My shop sells home decor and gifts, but people aren't able to send a gift to someone who doesn't live at the same address.  This is costing me sales.  Please remedy this to make it match online ordering standards.  Thank you.

[mary896]

I keep running into orders where I have no idea who ordered...BUT the client asks questions and I can't address them by their names because I DON'T KNOW WHO THEY ARE!!!  And I had a problem this past week where a customer wanted to order what they'd ordered last time, but I didn't know because their name wasn't disclosed to me on the first order so my Quickbooks records are all messed up and I often don't know who anyone is anymore.  Obviously Square doesn't care at all.  *CRICKETS*