thread Customers having problems entering address and the payment s not going through in Payments Troubleshooting

Customers having problems entering address and the payment s not going through

Wildbotanicals — Sun, 21 Sep 2025 13:04:13 GMT

Anyone else had problems this week a lot customers can't update local delivery address and then payment isn't going through either?!

www.wbfloraldesign.co.uk

Re: Customers having problems entering address and the payment s not going through

Wildbotanicals — Mon, 20 Dec 2021 12:37:38 GMT

Update - this is not allowing on chrome or edge browsers and from the website link on Instagram will not update delivery addresses or payment to go through only on safari browser which is not good as I've only just found out from customer try multiple times!

Re: Customers having problems entering address and the payment s not going through

tranguyen — Mon, 20 Dec 2021 16:23:55 GMT

Thank you for flagging this @Wildbotanicals! Are customers getting a specific error message when trying to make payments? If they are getting a declined message, there are a couple of things that can cause this.

If payments are going through on Safari not but with Chrome, it's worth making sure that the customer's browser is up to date and they've tried clearing cache & cookies on their browser.

If your customer provided you with their payment information (amount, card brand, the last 4 digit of the card), we recommend contact our Support team directly with this information as the team will be able to check specific transaction and troubleshoot why it fail.