Incomplete Billing Address message

[heathclark]

I have recently had two customers unable to purchase items.
At the YOUR DETAILS page of the secure checkout, the field boxes ask for 
email address

first name

last name

phone number (two fields provided for this)

after entering the information the customers then click "next" to go to PAYMENT INFORMATION but they then get a red message "Incomplete Billing Address. Please provide the following required field(s) Postal Code" but, no such field exists until they get to the payment information stage and choose to pay by card but, they can't get to that stage due to this message and there being no field entry box for them to comply with the request.

Any help with what is happening here? Why should this message appear when the postcode at the YOUR DETAILS stage is not a requirement?

[Breffni]

Hi @heathclark, thanks for flagging this!

That does sound off. Do you know if customers experienced this with a particular card type, such as Apple/Google Pay?

I'd like to test this out on my end if possible, can you share a link to your site, and if available, the customers' postcodes?

I can dig a bit deeper into this with that information!  

[heathclark]

Hi @Breffni
thank you for your reply. I will try this again as my last response was removed as spam. Don't know if that was because it included a link to my site but I'll try again.

The link is www.catastacharism.com

I do not have the customers postcodes as they were unable to enter them as there was no field for the information. All I know is that one was from the Netherlands and another from Denmark.
As they were unable to enter the postcode information they couldn't move onto Payment details and so I do not know what cards they were trying to use.
All I know from one customer was it was a credit card they wanted to use.
The same customer tried the process of payment through two different browsers - Firefox and Edge and had the same result.

I have been through the process a number of times in an attempt to recreate the results the customers were experiencing but I have had no problem. Whether it is human error on behalf of the customers I do not know but from the screenshot one customer sent to me I cannot replicate the same result in which the error message asking for a postcode comes up at the Personal Information stage.

Thank you for looking into this.

[Breffni]

Thanks for the details and for testing this on your end @heathclark. 

I'm trying to load your site now to do some testing but it seems to be unpublished. I'm getting 'This site can't be reached'. Maybe there's a typo? 

Nonetheless, thanks for doing some tests on your end. It may be human error but since it's happened to more than one person that may not be the case. 

I'd suggest if someone reports this again, get their full details (Browser & Postcode) and send it to me here and I can test it out with the Square Online team to see if we can find anything! 

 

[heathclark]

thanks Breffni,

indeed, there was a typo www.catastacharisma.com

[heathclark]

Hi Breffni,
thank you for your reply. I will try this again as my last response was removed as spam. Don't know if that was because it included a link to my site but I'll try again.

The link is www.catastacharism.com

I do not have the customers postcodes as they were unable to enter them as there was no field for the information. All I know is that one was from the Netherlands and another from Denmark.
As they were unable to enter the postcode information they couldn't move onto Payment details and so I do not know what cards they were trying to use.
All I know from one customer was it was a credit card they wanted to use.
The same customer tried the process of payment through two different browsers - Firefox and Edge and had the same result.

I have been through the process a number of times in an attempt to recreate the results the customers were experiencing but I have had no problem. Whether it is human error on behalf of the customers I do not know but from the screenshot one customer sent to me I cannot replicate the same result in which the error message asking for a postcode comes up at the Personal Information stage.

Thank you for looking into this.