Some customers can't complete checkout due to address

[Fresh_Fetch]

Some customers upon checkout of our site, are finding that they cannot complete the sale (Delivery) due to their address not showing up in the autofill.  Is there a way to put your address in even if it's not showing up in the list of available addresses in the World from Square?  Maybe they need to update their database?  In fact, my address doesn't show up so I can't even complete a test order on my own site.  

[AshleyK]

@Fresh_Fetch thanks for taking the time to post and welcome to the Seller Community! This is a feature request we are tracking as, you are correct, we verify the address before confirming the order. Right now there isn't a way to expand the database, so to speak, but I would try to enter the address in a different format. For example, try breaking up some of the information into different lines, or fully typing out the word "road."

[colmonis]

@AshleyK: This issue is still happening -- do you all have an ETA on when it will get fixed?!? It's been 10 months since this question was asked by @Fresh_Fetch. We are experiencing the same issue -- we had a customer not able to enter her address into the delivery area as it doesn't show up in the autofill. But yet when I enter the address into Google Maps or even Bing it shows up. We really need to be able to have customers be allowed to enter their address! The address in question was 1502 Catlin Lane in Alexandria, Virginia...but no Catlin Lanes were available...only one Catlin Road in Charlottesville. Is there some sort of update you all could run on your address database? Thank you.

[Joe]

Hi there, @colmonis - thanks for reaching out! Stepping in for Ashley on this one in her absence. 

We use a range of verification methods to insure that Square remains protected when shipping hardware, and our systems have proven successful. If you continue to experience trouble when attempting to order, we recommend using a 3rd party delivery address for your purchases.

You can also reach out to our Support Team at any time. 

[zuleeats]

Wow, very disappointing to see Square answer to say it isn't their problem, when it is in fact their problem....Your system not allowing our customers to access our products is a huge issue that needs to be addressed through your partnership with Google. 

[BernadetteA]

Thanks for reaching out, @zuleeats

Autofilled addresses are verified by Google, but you should be able to manually enter the address. Do you see an option for that, or are you still seeing an error even if you do manually enter the address? 

[zuleeats]

Yes, it still shows an error message

[BernadetteA]

Unfortunately, I'm not able to troubleshoot this further from my end. I recommend reaching out to our support team directly so a rep can troubleshoot this one on one with you. They will want to test out an order using the same address that displayed the error. Depending on how the testing goes, they may need to escalate this to the engineers for further research. 

Thanks in advance, and thank you for your continued patience. 

[PSBLAL]

Nice to see that I'm not the only one with this issue. Not nice to see Square not taking this issue seriously.

For those of us who ship products to our clients it cuts into our profits if we have to call our clients after their packages were returned to sender due to incorrectly auto-filled addresses. This equals additional shipping costs and the time to call clients for their correct address. Not acceptable.

Many clients complete their transaction without realizing the address has been incorrectly entered. Do we need to have a FAQ section on our website just to show them how to bypass address auto-fill on Square?

Why can Square not simply just allow the 'enter address manually' button to always be visible? This would be such a simple solution that would require very little effort or cost...

[MichelleBF]

I agree, should be an easy fix.

[JJ_]

I believe a clarification from our side is in order here @PSBLAL and @MichelleBF. Addresses are always manually filled by the customer. Square just suggests an address that is verified by Google and our shipping system to make sure Real-Time shipping rate fees are accurate. I can see that we may have to improve the flow as in having the buyer confirm the address but by personal experience, auto-fill will save a bad shipment 8/10 times.

In the past manually entered addresses (with no suggestions) have proven even worst delays in shipment because when shipping time comes either the address had a typo, was incomplete, or was not recognized by shipping couriers. 

I will pass this valuable feedback and experiences over to our product team for their visibility and consideration when working on future updates.

[zuleeats]

Hi JJ,

I don't believe you are reading the issue at hand correctly. Square is not allowing customers to complete check out at all. They have legitimate addresses. Yes, it allows them to type it manually but then it kicks back an error so these people cannot even make a purchase with our businesses. That is the issue which needs to be resolved promptly, not with an updated based on a vague timeline.

It has been about 6 weeks since we sent in a support request to look into this issue and at this point we've received one email back confirming they got the request an apologizing for the wait.

[WixiesJewels]

My customers are having this issue multiple times per week.

I'm losing sales because of it.

[Laurie_]

Hi @WixiesJewels we appreciate you reaching out to let us know.

This issue is a difficult one for us to replicate as it is based on what the individual is entering at the time they attempt to checkout.

If this is happening for you multiple times per week, my advice is to contact our Support Team who could try and replicate the issue using the same address info, which is something we're not able to display publicly in this forum due to it being private personal information.

In the meantime, we'll continue to pass on the feedback we receive here to our engineering team.

[WixiesJewels]

I do reach out to support all the time. 

I am usually told it is due to the autofill/Canada Post address linking issue and the customer has to request their address be added to the system.

It would be easier to just make the addresses a manual entry/disable the auto fill.