Online store customers get unable to complete checkout - processing symbol cycles endlessly.

[thegrovecg]

I have had numerous customers complain that they have been unable to complete checkout at my online store.  They describe how they place items in their cart, complete the necessary personal information and payment information, hit the purchase button, and the processing symbol cycles endlessly leaving them concerned about the status of their order.  Customers will close their browsers and try ordering again, only to be stuck at the order processing step.  They contact me questioning whether their orders have gone through, and when I check on my end, the orders have never been placed.  I'm forced to write out invoices for their orders and email them to the customers and hope they pay their invoices. But I am still getting orders from other customers, this issue has only started occurring in the last 2 weeks, I have a 60-70% increase in abandoned carts the past two weeks and my sales are down over 40% I have emailed about the issue a few days ago with no reply, can anyone help?

[Seamus]

Hey @thegrovecg,

Thanks for getting in touch and sorry to hear you're having trouble with your online store!

I'm not aware of any widespread issues we're having here at the moment, however I have checked with our support team and it looks like they've replied to your email with some further troubleshooting steps this morning - I'd definitely try unpublishing then republishing the website as they've suggested!

It may also be worth getting in touch with support via the phone for live help - you can call our support team on 1800 760 137. Lines are open Mon-Fri, 9am-5pm Melbourne time. If the issue is replicable then they'll be able to file a bug report.

I'd also be asking your customers a few details such as what web browser they are using when accessing the site and what device (eg mobile, tablet, computer etc) to see if you can get any info on common factors with customers experiencing the issue!

[thegrovecg]

I have just unpublished and republished the website, I will try and obtain some screenshots from customers and see if we can figure out the cause, its just strange to go from no issues like this to 10 in the past 14 days.

[Seamus]

It does sound odd @thegrovecg - let me know what you're able to come up with. Our most recommended web browsers are Google Chrome and Mozilla Firefox, in case you find it's cluster of customers all running outdated versions of Internet Explorer or something like that!

[Arie]

Hi @thegrovecg,

Sorry to hear you're still having trouble with your online store!

Unfortunately, we're not able to troubleshoot on accounts through our community forum. 

Support would be happy to take a look at your account and do some testing to get to the bottom of why this is happening. You can reach us from Mon-Fri, 9am-5-pm AEST on 1800 760 137.

[thegrovecg]

Hi my customers are still having ongoing issues with their phone numbers not being valid and their addresses not being accepted