Why is my Online Store failing to process my transactions?

[safsac]

[The title of this thread has been edited from the original: online store cannot check out]

I've gotten complaints this week from customers that cannot check out on my online store. (old square store - not new weebly store). We are still getting orders through, so not everyone is having a problem....only some customers. They get to the CHECKOUT page but then get a red banner across the top of the page that says "We failed to process your order at the moment. Please try again".

I had one customer tell me he had gotten this message every time he tried to place an order for several days in a row so he ended up going to one of my competitors. Not good. I know I'd lost other orders as well besides that one. What is going on that Square cannot process my customers orders??? As mentioned, we are still getting orders through, but some folks are having this issue....and I'm starting to wondering how much business I've lost over it. What is the problem & how can we fix it? THx!

[Alex_]

Hello @safsac,

Thank you for posting in the Seller Community.

Sorry to hear you've been experiencing this. To make sure i'm understanding, the only way you were notified of this was after your customers let you know they were having issues? Also, were any of them able to provide any screenshots?

Please let me know by replying in this thread. I'll keep an eye out for your response.

[safsac]

Hi @Alex_ correct, i only know of the issue because my customers told me. I do have a screenshot one sent me. I dont know how to send it to you or post it here....

[Alex_]

@safsac

Understood. Can you provide the URL to your website please. Thank you. 

[safsac]

There are actually 2 curls, @Alex_ . Not sure why Square assigned 2 different ones. They are:

https://mkt.com/willamettewildlings-seed

https://squareup.com/market/willamettewildlings-seed

It was likely the "squareup" url they used since thats the one i use for linking from other sites. ALSO..i would be happy to send a screenshot if you tell me where/how.

[safsac]

Hi @Alex_ , just noticed the camera icon above to attach a photo so am sending the screenshot. Looks like he used the "squareup" url mentioned in my other reply post. Hope you can see this clearly.

[Alex_]

Hi @safsac,

Thank you for your patience. I've gone ahead and sent you a private message with details and next steps. 

[safsac]

Hi @Alex_ thanks for taking this to the next level. I have a new problem that is urgent. I've had an ongoing issue with the weebly website and have tried to resolve it with @AdamB in a different thread (no redirects in place when I set up the new weebly site, not getting picked up by search engines, etc). So, I've kept the old Square store going because it was the only one receiving orders. So, today, I got through a couple of orders on the old Square site and when I went to look at them on my Square dashboard, I can no longer access my old site! The Online Store icon/link from my dashboard takes me right to Weebly. NOOOO!. I have orders sitting out there now attached to my old site that I cannot access, process, ship, complete, anything. They do not show up under the Weebly orders page at all. How the heck could Square just yank the access to my old site when that site is still up and running and getting orders??!! Please help!

Shari

[Alex_]

Hi @safsac,

Sorry to hear that you're still experiencing issues. Please let the advocate assigned to your  case know what is going on, and they should be able to assist. Having a Weebly specialist will be the best resource in getting the Online Store issues addressed. If you need immediate help, you can reach us by giving us a call at 1 (855) 700-6000.