I have similar issues, I have escalated this issue many times, I will tag someone who is familiar with my issues and has escalated them for me to add this to the tracker @isabelle But I would recommend you get screenshots where possible and check your delivery/shipping settings. But i have argued they need to reduce the pain points to check out 1000% let me deal with the errors on my end, give my customers a smooth check out experience
Hi there,
I have also had several customers report issues with checkout.
I have been able to reproduce these issues with 100% repeatability and have been back and forth with support to no avail.
They keep saying the issue is resolved when it isn't, or that they have been too busy to help with what is such a critical issue.
There seem to be two main issues I've found, both reproduced using desktop Chrome in Incognito mode but likely affects other browsers and devices:
1. If a customer checking out as a new customer to Square/a guest types in their information too quickly, some of it will be deleted after moving onto the next field.
This is most easily reproduced by entering a new phone number and email on the checkout page, then being sure to QUICKLY move to the First name field, type a first name then QUICKLY move to the last name field, at which point you should see the first name deleted.
You can then go to input your address and you may see the last name deleted too.
You then have to type these fields in again or it will not let you check out, and this isn't obvious to the users and can cause customers to bail out on sales due to the friction caused.
The cause of this is readily apparent when opening up the browser developer tools, specifically the Network tab.
It can be seen that there is a PATCH request being made to update customer info in the backend, and for whatever reason the info form takes whatever info is returned from the PATCH response and overwrites the form with said data.
To re-iterate, a PATCH call is made after de-selecting the email field, and if the user has already typed part of their name before that request returns (which is quite likely as this can take 300ms or more), the request will return without their name in the response and will then delete their name from the form.
2. Customers who have saved their info with Square from previous purchases upon typing to type in their phone number will be prompted for a code from their phone so their info can be auto-filled.
2a. For one, inputting the code resulted in none of my saved info being filled in, and then the below required fields are marked as invalid. While this is far from ideal for returning customers, it seems like after inputting all their info again, they can still check out.
2b. However, selecting "checkout as guest" instead of inputting a phone code, info is also not auto-filled (as expected), but now also the phone number field/country code is marked as invalid. The customer can input all of their info, but the Name and Phone fields are still marked as invalid so they can't check out. The only way I found to fix this was to select a different phone country code then go back and select the correct one.
Issue 1 and 2b are hugely impacting as they can discourage or downright prevent customers from checking out, and since this is on the checkout page and free from our customization, I don't think we have any power to fix it ourselves.
Given the impact and presumably widespread nature of this, ie. presumably ALL stores have this issue, this really needs to take higher priority, especially when it can be so easily reproduced.
Dylan
I think the solution is pretty clear, no error should prevent an order from going through. A message that something is wrong with the order should be presented to the customer and then the order should be processed and businesses can address the issue how they see fit, refund or process. Remove barriers to customers should be the primary goal always
