Online check out problem

[Stewglerfarm]

 A customer states that she cannot submit her order and payment because the checkout will not recognize her address and allow her to pay.

Has anyone received this complaint?  If yes, how did you address it?  I cannot see anything wrong on our backend and the Square service status indicates everything is working properly today (April 10).

Thanks. Maria

[Knottedgypsy]

I am having the same problem. I noticed that my online sales just stopped. I had an out-of-state acquaintance attempt to make an order, and couldn't because of this.  Thank goodness I know her and she messaged me about it otherwise I would have just thought sales were declining. 

[sayra]

Hello @Knottedgypsy, 

Are you still seeing the same issue on your end with your Online Orders? Have you taken a look at your stock items and Order Settings? Please let us know so we can help you further. 

Have a good day.

[Knottedgypsy]

Nope.  Still says it.  I've not changed any of my settings.  And seeing as how it is happening to others, I do not believe that the problem is on my end.  I'm becoming very concerned in the amount of money I'm losing.  I'm paying for the marketing, but people can't use any of the coupons because of this.  Please fix it. 

[frances_a]

Hi @Knottedgypsy 

Stepping in here for Sayra. 

Wondering if you've had a chance to reach out to our Support Team directly about this. 

You can reach out to them here.

This sounds like something they'll want to investigate as a bug. 

Let me know if you get a chance to reach out!

[Knottedgypsy]

This is STILL NOT WORKING.  I don't mean to sound like I'm yelling,  however. I've paid a total of $154 a month to have a website with all the works and perks and haven't had an online sale in now 4 months!!!

[BernadetteA]

Sorry to hear you are having trouble with your website, @Knottedgypsy 

Are you able to duplicate the error at all? How is she entering her address? Is she allowing the system to auto complete the verified address, or is she choosing the option to manually enter the details? 

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

[KerriRush]

I am having the same problem and not able to fix it. My customers go to check out and it goes as far as entering their address then no payment option pops up. It just sits there like something is turned off. Please help! I am losing sales! www.freshcafeandmarket.com

[BernadetteA]

Welcome to the Seller Community, @KerriRush 👋

Sorry to hear you are having trouble with your checkout page! It looks like your site was created with the original Weebly editor, and not Square Online. I can still try to help you out with this, though. 😊

Just to be clear, the issue is happening with all items and all fulfillment types? I want to make sure I'm on the same page as you!

Thanks in advance for the clarification. I'll be on the lookout for your response. 

[nicholasfeigen]

This is a constant headache for us too.   Customer's aren't easily able to enter their address accurately and frequently have trouble finding the 'Enter address Manually" option...   Is there any way we can make the Manual Address Entry the default?

[BernadetteA]

I do not believe that is an option at this time, @nicholasfeigen 😕

Do you have a Square Online website, or did you make your site through the original Weebly editor? Can you post your website URL so I can take a look at some things? 

Thanks in advance! 

[nicholasfeigen]

www.WolframRC.com

the problem is rare, but at least once a week we have an incorrect address because the. Customer couldn’t figure out how to get the address in correctly (the validation would get in the way)

[BernadetteA]

Thanks for the additional information, @nicholasfeigen

When I check your website on Chrome, I see the manual option three different times. The prompt displays before the address is entered, it is included in the list of potential matching addresses, and it shows if the wrong address is entered. 

Here is one example:

Do you happen to know what browser they were using? Or if they were trying to order from a mobile device? This is good feedback for team, and I'm happy to share any additional information you have.