Customers report unable to complete checkout. No error message.

[whipitgoods]

I have heard from several customers over the last few days who have been unable to complete an order on my site. No error message. The click checkout and nothing happens. They are nice enough to reach out to me and alert me. I am afraid that others are just abandoning. I have reached out to support and they can't track it and it is the customer's issue. There has been a sharp increase in there report so I don't think every person is suddenly having a wifi issue. I am worried this is causing missed revenue. If I can't get this resolved I may have to leave Square. For every person that reaches out to report the issues, there are probably many more that just move on. Is anyone else experiencing this?

Can I get someone at support to really look at this issue?

[Breffni]

Hi @whipitgoods, sorry to hear you're running into this. 

Could you give me some more details on what is happening here? Is the page timing out for customers or something different? 

What steps did our support team run through with you already? Additionally, please share a link to your site here, thanks! 

[whipitgoods]

Hi Breffni,

The form is completed by the potential customer and when "place order" is selected, nothing happens. The items remain in the cart and the transaction doesn't go thru. They click multiple times and then reach out when they fear they will be charged multiple times, which doesn't happen. In one instances a potential customer used Apple Pay. When she double tapped in the Apple Pay modal to place the order. It took her back to the checkout form and the order didn't go thru. In all these instances, I lost the sale the the customer hasn't come back to retry a purchase.

Support via chat and phone said the same thing. They checked for global known issues or bugs. They then told me that it was customer error and said they couldn't do anything else. 

There is obviously an issue because I have never heard these issues from customers before, and to receive multiple in one day is alarming. Plus, the fact that I can be assured that more are not even bothering to reach out. Just moving on. Since most of the new traffic is coming from new visits.

The lost in revenue is VERY concerning.

www.whipitgoods.co

[Breffni]

Thank you for the details @whipitgoods, I understand that this can be alarming. 

These types of issues are a bit difficult to pinpoint and we can't replicate the issue is likely why our support team were unable to assist further. 

I am unable to replicate it on Google Chrome, for now, can you try to check with buyers/yourself if you are still experiencing this? If so, please attempt the following:

• Clear cache & cookies and try again
• Another compatible browser different from Safari/Firefox, like Google Chrome and advise if this is only happening in a particular browser.

If it still happening to provide, you'll need to reach out to our support team again and request that they file a ticket with our engineers. 

You'll need to provide the following details: 

• Network connection details (Speed Test)
• Browser and Device specs
• Video of the issue

From there, our team will also be able to do some test transactions to try and fully replicate the error. 

Thank you, I appreciate your patience with this. 

[whipitgoods]

The support team sent me the same. Unfortunately, the potential new customers didn't respond or retry the transaction. It was a bad customer experience especially being their first interaction so the damage was done. I'm not sure I can risk this continuing to happen and I severely doubt I will be able to get the details required for it to be escalated to an engineer for resolution. A first-time visitor not going to take the time to collect and send me the information you requested. I am grateful for the handful that did reach out, even if it was because they thought they were charged or double charged.

Not sure how to move forward with Square.  It's seems like a severe business/financial risk for me to let this linger and continue to get the same, "this is hard to track down" response, while I loss revenue and valuable new customers and cause damage to my brand.

[ChildRescue]

I am having the same issue on my checkout pages.

[MayaP]

Hello @ChildRescue, thanks for reaching out, I understand your customers not being able to checkout would be frustrating, and I want to make sure your sellers can check out!

To better understand what is going can I get more details:

1) Is there no error message correct?

2) What happens when the customer tries to check out?

3) Does this happen when the payment is being finalized?

4) Do you happen to know the device and browser they are using? 

5) If you can provide the link to your site I will look into this.

Thanks for your cooperation! 

[theatrenova]

Was there any resolution of this issue? We had occasional input from customers since we’ve been using Square but have recently been getting many more complaints of customers not being able to complete their purchase. There is no error message or apparent mistake in the information they put in, but they cannot actually make the purchase. Thankfully some have reached out to us so we can help them,  but I’m not sure how many others have just given up. 

[_Violet]

Hi @theatrenova  - I'm sorry to hear that this issue with your Square Online Store has brought you to the Seller Community! 😥

This does sound off, but it's difficult to pinpoint what may be happening without looking at your account and website settings with you, which we aren't able to do via the Seller Community. For this type of issue, I suggest that you get in touch with our Square Online Support Team. If you haven't already, please reach out to Support directly by logging into your Square account and heading here.