Website problems

[ButtercupBalm]

I have a regular customer who has been trying to place an order for a week. She uses my website and places an order.  She does NOT get a order confirmation, then her charges are refunded.  I do NOT get a pending order in my app. Please advise what could be going wrong. I am planning on taking care of it outside of square. If I can't rely on my website to work, I have to find another platform. I would love to get this figured out. 

[ryanwanner]

Hello @ButtercupBalm !

This is one of those issues that may best be served by calling into support since they can dig into your account further than we can in a public forum. I do have some generic ideas that may be the culprit:

-I assume all your bank accounts are still linked to your Square account?

-Are any other customers having issues placing orders? Have you tried a test order yourself? If yes, than your customer is having difficulties with her card and needs to contact her bank.

-Has your customer tried using an alternate web browser? There may be an issue with a plugin on her main browser causing things to break.

Since you're not getting the order alert on your side at all, I'm leaning towards your customer is having card issues versus your website is having problems.

[Candlestore]

@ButtercupBalm ;

This week since Tuesday has been all Yellow for Square Issues on this or that.  Today and yester day were Online issues, exactly what I have no idea.  Here is a Calander for May showing Square Problems.  You can find this calender by Clicking Get Updates in the Pink Bar at the top that shows Square Issues.