I sell books online, using the basic Square shopping cart connected to my web site.
I receive regular orders, without issues, from perhaps 20 customers a month.
I get emails from perhaps 1 in 20 order "attempts" from customers who tell me the Place Order button does not work when they click it: no order is placed. (It could be more than 1 in 20 as I'm sure some customers do not try to contact me after the difficulty.) It's not easy to get info from these customers about what the problem might have been for them; they just want to complete their order which I usually end up doing by phone.
One recent customer who is tech savvy and who I know personally could not get it to work and his screenshot indicated all fields were correctly filled in (Chrome browser). It seems random. I know Amazon does not have these issues at checkout (I don't get complaints from my sales area there). Why does it happen here? IF there is a missing bit of data in the checkout process, why is the customer not directed to that, AND a solution, right at the check out page?
If they need to reload their browser or turn off ad-blocking software (as Square suggests is possible once I found the help area for these suggestions) why not a pop-up window telling them this information? HELP THEM SUCCESSFULLY MAKE AN ORDER not give up or have to contact me the seller for help.
I'd like to hear what are the most commonly-found problems that lead to this issue. Thank you.
