thread Re: Customers having checkout issues in Online Store

Customers having checkout issues

WixiesJewels — Fri, 10 Sep 2021 17:24:09 GMT

Since the beginning of my online store opening over a year ago, I have had numerous complaints from potential customers stating they can't checkout. They are having issues with postal codes, the checkout page freezing etc.

It seems to be more frequent lately and I know I am losing sales over this issue. Can someone please advise me?

Re: Customers having checkout issues

BernadetteA — Sun, 12 Sep 2021 00:14:49 GMT

Welcome back, @WixiesJewels

This may be something that needs to be looked at by the support team. Can you post a link to your site so we can confirm? Is there a specific fulfillment option that is giving the error?

Re: Customers having checkout issues

WixiesJewels — Sun, 12 Sep 2021 02:21:19 GMT

www.wixies.ca

It seems to be an issue on iPads the most. They either get a spinning time out wheel or they can't get their credit card info to match their postal code, even thought it is the correct postal code.

Re: Customers having checkout issues

BernadetteA — Sun, 12 Sep 2021 17:14:58 GMT

This definitely sounds like something the support team will need to look into, and possibly escalate to our engineers.

Can you please reach out to the support team when you get a chance? Please make sure to let them know that the time out is happening after credit card details are entered.

Re: Customers having checkout issues

WixiesJewels — Tue, 14 Sep 2021 16:46:25 GMT

I sent the support team a message. It is definitely affecting iPad users as I have had three more complaints today.

Re: Customers having checkout issues

BernadetteA — Tue, 14 Sep 2021 22:42:08 GMT

Thanks for doing that. The reps will check with the team to see if there is anything specific to iPad that would cause this.

Re: Customers having checkout issues

WixiesJewels — Sat, 08 Oct 2022 17:54:19 GMT

And here we are in 2022 with a barrage of the same issues. This week has been the worst ever.