Major Issues with Shipping Address

[londontea]

My online orders are down by over 75% since last week, and I checked the community to see if anyone else is having issues with online orders. There are currently multiple threads out there regarding bugs with the shipping address. I'm hoping that @AdamB can have some insight into this to get it escalated. 

Here's my experience when I used my website: 

1. I added an item to my cart.
2. In the checkout, I entered my phone number for Square Pay. 
3. I entered the code that was texted to me, and my saved info populated in the checkout.
4. Underneath my address was a box that said "Shipping method missing." 
5. I clicked the dropdown arrow to open the shipping methods and found the only option was "USPS $50", which is my fallback rate for international shipping (I use real time shipping). 
6. I reentered my address and the correct shipping options appeared. 

There is definitely an issue with the address validation system or something related to it, I should not have received the fallback rate for international shipping when my address is in the US. This is probably been dissuading customers from ordering because they don't want to pay $50! 

Here are a few of the open threads from others with similar problems: 

https://www.sellercommunity.com/t5/Square-Online-Discussion/Customer-unable-to-enter-shipping-addres...

https://www.sellercommunity.com/t5/Troubleshooting/My-customers-cannot-checkout-on-mobile-invalid-ph...

https://www.sellercommunity.com/t5/General-Discussion/2nd-customer-can-t-use-online-checkout/td-p/34...

https://www.sellercommunity.com/t5/Troubleshooting/Unable-to-checkout-quot-Incomplete-Shipping-Addre...

[JJ_]

Hey there @londontea

It definitely seems that there is something going on. While I am sure Adam will be reviewing this post. I would suggest reaching out to our Square Online support team (if you haven't done so yet). They can take a closer look at your site and investigate this situation. Please reach out by phone or email when you have a moment by logging into your Square account and heading here.

Thanks for flagging this one and sharing the other similar threads.

[londontea]

Thanks @JJ_! I came to the conclusion that the issue has something to do with Square Pay because I had no issues when checking out as a guest. The problem only happens when checking out with Square Pay.

I'm actually speaking with someone on the phone right now, but unfortunately they aren't able reproduce the issue because they can't use a Square Pay account during the checkout. 

[JJ_]

I would suggest telling the advocate to reach out to our Advanced Support team in regards to this issue so they can take an even deeper look.

[AdamB]

Thanks for the tag, @londontea. I think this is the same bug that @ryanwanner mentioned in the "storytime" post he made in the Super Seller lounge (correct me if I'm wrong, though, Ryan).

[ryanwanner]

You're right @AdamB. my semi-educated guess is the two issues are related. My issue was that Square Pay wasn't allowing payment if the customer selected "Save my Information" but I can see @londontea and my issues being similar on the back end.

[jonathansethwhi]

Hi, its April 10 '22 and we are seeing htis same problem with about a third of our customers.  Has a solution been found yet? We have been in contact with square and weebly TS numerous times, and all we seem to get are platitudes.  Very frustrated, and almost ready to bail on Square!

[londontea]

Yep, it's still happening and it's severely affected my sales. Sales were down over 50% and abandoned carts were up by 40% for about 2 weeks until I disabled international shipping to prevent the $50 shipping fee from appearing for my domestic customers. I also put a pop up on my website instructing people on the workaround (edit your address). Those two changes increased sales but they're still down by about 25%. 

[_Violet]

Hi there @jonathansethwhi and @LONDONTEA - Thanks for reaching out to us here on the Seller Community to bring this to our attention. I'm sorry to hear that you are still encountering this issue with shipping addresses on Square Online.

I'm not sure of the status of this issue myself but I can certainly check in with our Square Online Store Support Team to see if there are any updates they can provide. I will be sure to reach out to you again here with the information I gather. I appreciate your patience in the meantime!

[_Violet]

Hello again @jonathansethwhi and @londontea 👋 Thanks for your patience here while awaiting my reply.

I spoke with our Square Online Store Advanced Support Team. They let me know that the behavior you described aligned with a known issue with the checkout flow that was just resolved yesterday. 

If you are still experiencing this issue with your Online Store, please let me know by replying here. Thank you!

[jonathansethwhi]

We had our customer try again, and he received the same error message.  Would you like their name and address so you can try it yourself?

[londontea]

It looks like it's been fixed for me, though I received a very brief "shipping method missing" error that disappeared within a second and was replaced by my standard shipping option. 

I'm wondering if @jonathansethwhi customer is still experiencing it because of a cache issue? In which case this could still pop up over the next couple of weeks until customers' caches are updated. 

[JJ_]

I agree with you @londotea.  @jonathansethwhi could you ask your customer to visit your website after clearing his cache or from a different device?