On-line payment failure - Incomplete Shipping Address

[Alan18]

Anyone else getting online order payment failures? Support don't seem to be able to find anything and are blaming customer data entry. This has always been an issue but recently we're having a lot of failures, all from people who having been successfully paying entry fees for years but now start getting the error 'Incomplete Shipping Address'.

[Breffni]

Hi @Alan18, thanks for raising this on the Seller Community. 

Sorry to hear you're running into this issue. 

Just to confirm - are payments actively being processed and then declined or is it that the customer can't proceed to the checkout due to an incomplete shipping address message? 

If payments are being processed and then declined, I would suggest getting back in touch with our customer support team as they will be able to look into the specific decline reasons with you, it could be related to 3DS authentication. 

If you are specifically receiving an incomplete shipping address error message, if you wouldn't mind posting a link to your site here and forwarding me a couple of postcodes via private message that you've noted the error with, I'd be happy to do some testing, thanks. 

[Alan18]

Hi Alegra, thank you for your response.

The payments are going to the processing stage with the bank but it fails, a red box stating 'incomplete shipping address' appears on the payee's screen, which I believe is a Square website failure message.
There is no advisory or opportunity for any bank authentication code to be entered.

I can confirm that all the customer details have been entered correctly and the failure has started happening with customers who have been entering fee payments for years and have stored their payment details so the fields are automatically populated.

I have a screenshot from one customer where the field 'state' says '! field required' even though the drop down 'ENG' has been selected. I can send you this is you wish. How do I do this privately?

I have spoken to the CS team several times, and sent them the screenshot, but they can't find anything.

I'd appreciate help please, before we consider going to another provider.

Regards, Alan

[Alan18]

Hi Alegra, this is still happening with new customers and old, is there any progress?

Alan

[Breffni]

Hi @Alan18, sorry for the delay. 

Can you please link me to your site here and forward me a couple of postcodes that you've noted the error with? Feel free to send them to me by private message - just hover over my name and the option will appear. 

I'll be able to test and then pass this over to our Square Online team today if I replicate the issue, thanks.