Checkout stops for Other Countries Customers

[jsmilitaria]

Guys,
A number of customers have reported back that the are unable to Checkout while using the website, and seems based on location in the world.
So far I had 3 customers come back saying that "During check out, after adding the Shipping Information, the 'Next' button does not work meaning I can't check out and pay".
Two customers were in the US and one was in Australia.

One of the US customers got round the issue by putting "France" in the country field, though they reside in Texas. They were then able to complete checkout and pay.
Of course postage was then out of whack and I have covered the difference in cost.

This is backed up by two French customers completing with no issues.

I have not touched any settings and it was working for 18 months prior.
Many thanks

James

[jsmilitaria]

Hi,

 after a bit of testing I have found that its is only the following customers from these contries which get stuck/cannot move onto the next step in the checkout process:

 - United States

 - Canada

 - Japan

 - Australia

 These are the 4 first countries at the top of the list.

I have alway used just 2 postal regions - France (for local rates) and "Rest of World" which contains the above 4.

Many thanks

James.

[jsmilitaria]

Hi,

 can someone from Weebly look at this....

I need a fix

Thanks

James.

[Bernadette3]

Hi James. It would be best to send this through the support channels since it sounds like a rep may need to escalate to our advanced support team. 

You can reach the team by scrolling to the bottom of our Help Center and clicking the contact us button. Once you see the automated chat window try typing something like "speak with a rep" to be directed to the teams available to your account. 

I'm happy to take a look at it, though. I can at least confirm if I'm able to replicate the error. Can you post a link to one of the items on your site you are testing? 

[jsmilitaria]

Hello Bernadette, Many thanks for getting back to me. Here is a item you can test 

https://www.jsmilitaria.com/store/p360/New_Zealand_NZ_Railways_Button_-_25mm_1902_to_1952.html# 

As said, works fine for all other countries in the world other than Untied States, Canada, Japan and Australia when I have tested at random.

I have a number of customers who have now complained that they cannot complete checkout from Australia.

Transactions from New Zealand and France have completed with no issues in the same time period.
Its a bit early timezone wise to contact the Help Center, so I will await your reply.
All the best

James

[Bernadette3]

Hm.. I'm also having trouble checking out from the US. It looks like the State field is missing from the checkout screen. Can you confirm an order on the site that was able to go through? 

I still recommend reaching out to the support team for tracking purposes, but I will also check in with the support team to see if there has been any filed bugs regarding this. 

[jsmilitaria]

Hello Bernadette

My last competed order through the website was from the Netherlands this morning (22nd of Aug), prior to that I had a comepleted order from the United Kingdom.

I logged a e-mail request with Weebly Support on Friday (20th) after I replied to your post and got a automated response. So far no one has made contact.

All the best

James.

[Bernadette3]

Hey James. Looks like I just barely missed you this weekend. It's definitely strange that some orders will go through. I'll see if I can get an update on the ticket you submitted earlier. 

[Melaniedfr]

Hi,

I have the exact same problem.

Can you help?

Thanks in advance

[darraghh91]

Same problem here, exactly the same. The address bar seems to screw things around, if certain things arent put in a certain format Weebly doesnt read them correctly or something and puts it in as an error 

[Bernadette3]

Hi @darraghh91 Your issue sounds like it might be different than the original post. Can you post a link to your website? Is the shipping address giving an error, or are you unable to complete the checkout? 

[darraghh91]

Hi Bernadette, I am not sure what causes the issue. Almost daily we receive emails from customers saying they cannot proceed, or click next. I use the contact form as a registration form, customers get stucj here, but also at checkout. Not all customers, I have noticed its jurisdictionally based. I can only assume its got to do with the address fields - but thank you

[Bernadette3]

I just sent you a private message asking for more details, @darraghh91 Thanks!

[saganaki]

I also have the exact same problem. Has this been resolved?