Customer Checkout Issues

[WixiesJewels]

I feel like I'm the only one who continually has customers having check out issues with my website.

Since I opened my shop, I've had dozens, if not 100 complaints from people who can't seem to checkout.

Problems range from their addresses not being recognized, phone numbers not working - just tonight someone kept getting an error message saying their name was not filled in, when it was.

What gives?!

I have had Weebly and Square support check this for me over and over and over again and it never gets resolved.

I have started migrating my shop to Shopify as I can't handle the stress of this much longer. I know I am losing sales.

[JTPets]

I just has another customer call me the other day they were having an error getting their order to go through. I advised them to double check they had delivery selected and not shipping or pick up and that usually gets them to double check their info and they resolve it, God knows how many customers I lose to this issue.

What I need from square is easy just...

Don't block the sale.

Don't block the sale.

Don't block the sale.

Please.....Don't block the sale.

I'd much rather have a unverified order come through with a flag (postal code is invalid or something ) something that I can confirm with my customer. 

Barriers to orders, cost orders.

Now in defense of square,  i think this is unresolved for a few reasons, the primary is none of us can duplicate the error. Duplication is key to solving the root of the problem.

Square isn't perfect but the more we flag things with clear business case and examples of needs or how it would work, the easier it is for them to address, I've helped get many things addressed and the checkout system today is night and day different and improved from 4 years ago.

[Provision]

If you have noticed, Squares is more focused on pushing out new features then fixing problems. Yes, new features are great but if there are bugs and its not being addressed then why bother. I'm not sure how big the dev team size is but nothing really gets done about bug fixes or existing features that we don't have. In the USA they already have customer accounts where customers can log in. We don't get that in Canada. USA has google shopping integration, we don't have that yet. Some of the important features that we need, its not implemented.

I have already expressed this many times before and it gets no where with the devs. Really no point of keep repeating it because nothing will be done. It's not the staffs fault, they are nice people and can only relay messages from the devs.

The only good thing I can think of is Square can transfer payments to different bank accounts for different locations. Other than that, Square/Weebly is far behind other companies such as Shopify.

[EarthMarket]

also have had this issue with  customers calling to tell me they thought their order went through and it did not because of some error. I also wonder how many people don't say anything and how many sales we lose. 

Square support has never been helpful for any issue we have ever had. It seems that no one understands the problems most of the time.

[MayaP]

Hello @EarthMarket I appreciate you reaching out and truly hate to hear this has been your experience with Square Support. We want our sellers to feel empowered and supported by us and I’m sorry we have not met those expectations. Our team does want to make sure we are addressing this checkout issue. I’ve personally reached out to our support team to gather more insight, and they confirmed that a ticket was filed, and the fix was issued back in March. 

However, if the issue persists, it’s crucial to file a ticket with our Customer Support Team at http://squ.re/contactsqsupport. They require more customer and order details to thoroughly investigate this matter.
I understand this has been an ongoing and frustrating issue, and we genuinely need your assistance in providing more information to resolve it effectively. Your patience and cooperation are immensely valued. Please contact them at your earliest convenience, and thank you for working with us to resolve this.