Afterpay Checkout shows Shipping Options not available

[RMLATL]

We've had sooo many customers (including myself) having issues checking out with Afterpay. Customers have provided screenshot of the error and its always the same message.

"Shipping options not provided. Try again later, or go to the Richmenlooks checkout to select shipping, then pay with Afterpay."

I have tried this multiple times on my end to understand the customers standpoint and am running into the same error message. We have shipping rates on our website with "real time" shipping but those shipping rates are not getting pushed to Afterpay. I made sure the shipping method was selected on the square website before checking out with Afterpay but still receiving the same error. 

I have reached out the Support Team via phone and they were completely useless. There has to be some sort of API configuration that can correct this so the shipping rates get pushed into the Afterpay portal but I only have control over Enabling or Disabling Afterpay on our account. 

Has anyone else run into this issue or have found a solution? 

[Summer2024]

Hey @RMLATL !

I have reached out to our Online Support team to take a deeper look at this for you. I'm sorry your initial reach out to Support was not successful. I will be back soon with their response. 

[Summer2024]

Hey @RMLATL , I'm back.

Engineers have identified a bug and will be working to resolve this issue on your website. I will be back with any updates I can provide. 

P.S - Your website is beautiful! 

[Moonlightcrysta]

I am having the same issue.  What is the fix?

[RMLATL · Accepted solution]

Hello @Summer2024 , we are running into the same issue again. We've had multiple customers call and email over the last few days saying they are receiving that same message in Afterpay again and are unable to checkout using Afterpay. I've disconnected and reconnect Afterpay but that did not solve it. I called into the Support Team but there is a long wait hold. Is this something you're able to assist us with again to get this resolved? 

[Summer2024]

Hi, @RMLATL ! 

Yes, I will escalate now. I'm sorry you are experiencing this again. 

[Summer2024]

@RMLATL I have the Online engineers investigating now. 

[Summer2024]

@RMLATL My online engineering team has informed me that you were working with our Support Team and they are taking care of it! 

[RMLATL]

@Summer2024 I called in March 8th and again a few days ago. Sent follow up emails about this issue and it has yet to be resolved. Afterpay is the second most used payment method on our website. Without Afterpay functioning correctly we are loosing a lot of revenue. 

[Moonlightcrysta]

I am also having this issue with a customer.  Was your issue resolved?

[Summer2024]

Hi @Moonlightcrysta ! 

Can you provide a screenshot of what your customer is seeing by chance?

[Tyisha443]

Hello, was there a fix found for this issue? 2 of my customers have experienced this same error over the past couple days. 

[RMLATL]

Unfortunately, not yet. I initially called in March 8th about this issue and it has yet to be resolved.

[Ellie_]

Hi there, @RMLATL,

I will definitely make sure to check in with our Online Store team about this and where they are with a resolution, we appreciate your patience!

@Tyisha443,

I want to take a look at this for you as well, can you please provide us with a link to your site?

[RMLATL]

Our website is www.richmenlooks.com. It has been over 4 weeks and this still has not been resolved and has been sooo frustrating to get any assistance from support. We have 2 tickets open. One for this Afterpay issue and the other for real-time shipping rates which is not calculating correctly on our website. We spent over 2 hours multiple times on call with support to try to resolve this with no solution. The first call, the engineers said there was nothing wrong with our account even after I emailed them screenshot support showing that the rates were not calculating correctly. At that point we asked for a manager to contact us to escalate this and never received a call. We called again, another hour call with no solution and its "the engineers are looking into it with no timeless on a resolution." I responded to the customer support emails over 4 times with no response at all. The shipping rates issues has cost us over hundreds of dollars since the website is not charging the customer enough for shipping and we are paying the difference. 

Now we are running into another issue on the POS when my team tries to place an order. And I just know that is also going to take months to get resolved just like our last 2 issues. And we do not have months to wait to get it resolved as we have high volume of in-store and online transactions.

In all honesty, we are looking to move away from Square POS and Online. This has been the most frustrating and disappointing experience. We've used Square for over 6 years and perhaps Square just isn't the right fit anymore to support our growing and scaling business.