thread Customer cant pay online in Online Store

Customer cant pay online

CAddis03824 — Tue, 15 Sep 2020 20:55:17 GMT

HI All,

New to Square here, Shop has just gone live and I've had two customers have issues with making payment.

the first customer resolved by using and upper case post code. the second cant get her address to validate at all. The error message states I don't deliver to her address but on checking i cant see any reason she would receive this message as all seems to be set up correctly for UK delivery.

Has anyone else experienced this? not sure what to do next as customers are struggling to purchase.

Thanks

Re: Customer cant pay online

tranguyen — Wed, 16 Sep 2020 10:21:43 GMT

Hi @CAddis03824, so sorry to hear you are experiencing this issue! I've seen the "This store does not ship to the provided address" previously when customers were trying to pay with Apple Pay. This sounds like something similar and we may need to get our team to investigate further.

The best course of action here is to reach out to our Support team directly. Here are the steps to contact Square Support by phone or by email.

Re: Customer cant pay online

tonydow — Wed, 16 Sep 2020 10:51:57 GMT

Hi Tra. Could the postcode field be set to change any input to uppercase by default. I think this should be possible. Tony

Re: Customer cant pay online

CAddis03824 — Wed, 16 Sep 2020 11:06:54 GMT

Thanks Tra, I'm waiting for the customer to come back to me to confirm how she's trying to pay.

I know the upper case issue was in the card details section rather than the address section. Would be good if it could flip to upper or allow both upper and lower case entry's to process.

Once I hear back I'll raise a query with the help desk.

Re: Customer cant pay online

tranguyen — Wed, 16 Sep 2020 13:51:11 GMT

Hi @tonydow, that's a great suggestion! I can ask our engineering team about this and have it added as a feature request.

Thanks so much for letting me know @CAddis03824! When it comes to payments, the system required the information entered match 100% what it's on file with the customer's bank. It might be that the postal code on file is in upper case rather than lower case, but I'll check in with our team as well and see if they can provide any further insight.

Re: Customer cant pay online

Sam_400º — Thu, 17 Sep 2020 08:51:19 GMT

If the postcode auto fills (often on a phone etc.) then it adds a space after it - this also seems to throw the system.

Re: Customer cant pay online

tranguyen — Thu, 17 Sep 2020 10:03:22 GMT

Hi @Sam_400º, thanks for letting me know! Is this when customers are filling in the Your Information section or is it within the card details section? I'd like our product team to look further into this so I want to get as much information as I can to pass to them.

Re: Customer cant pay online

Sam_400º — Thu, 17 Sep 2020 10:08:08 GMT

@tranguyen within the card validation section

Re: Customer cant pay online

tranguyen — Fri, 18 Sep 2020 11:14:20 GMT

Thanks for your patience @Sam_400º and @tonydow! I've raised a request with our engineering team to see if it'd be possible for us to make it so postal code are automatically changed from lowercase > uppercase for validation, and if our system can still validate the code even if there's an extra space at the end.

Re: Customer cant pay online

JJS2 — Sat, 17 Oct 2020 10:27:25 GMT

Tell them to not to put a gap in the postcode, I have had this issue with other sites.