Sorry your order didn't go through - error message

[etude_coffee]

Hi there,

We are having an issue with our website which sells roasted coffee.

When people try to buy an item with our two-weekly or monthly subscription offering they get an error message at checkout after submitting their bank details and shipping information.

It shows "Sorry. Your order didn't go through. Please try again." in a red box at the top of the page. The transaction does not show in the back-end so is failing. I have tried to test it out using different payment methods and products and we still get this message every time.

Any ideas on how to fix it as we are losing trade from this.?

Thank you

[etude_coffee]

Hi there,

We are having an issue with our website which sells roasted coffee.

When people try to buy an item with our two-weekly or monthly subscription offering they get an error message at checkout after submitting their bank details and shipping information.

It shows "Sorry. Your order didn't go through. Please try again." in a red box at the top of the page. The transaction does not show in the back-end so is failing. I have tried to test it out using different payment methods and products and we still get this message every time.

Any ideas on how to fix it as we are losing trade from this.?

Thank you

[Lou8]

Hi @etude_coffee , thanks for posting on the Seller Community.

It's tough to pinpoint what might be going on here without taking a closer look at your account and settings.

I understand customers (and yourself) are not able to purchase a subscription online. Have you tried creating a subscription directly from your Dashboard ? If not, could you try and let me know if you encounter the same error:

1. In Payments, access Subscriptions
2. Click on Create a Subscription
3. Add the customer and subscription details
4. Save

Have you noticed this behaviour with any other items that do not have a subscription option ? 

[etude_coffee]

Hi there, thanks for your help.

I've just tested it by creating a subscription on the Seller Dashboard, linking to my own card, and it seems to have gone through. My card has been charged and it's showing as an active subscription.

This is the same card, product and frequency that is failing on the checkout page.

Other items (i.e. one off purchases) seem to be going through OK as customers are purchasing items on a daily/weekly basis.

We're happy to grant Square access to our account in the hope this can be resolved.

Kind regards,

Tom

[etude_coffee]

Hi, another week has passed and no answer. Is someone from Square going to help us?

[inspiredbyindee]

did you ever get help with this issue? I am having the same problem and about to lose my mind. I have contacted support and they said they'd reset my synchronization to fix it, but its been over a week and I'm still having the problem.

[etude_coffee]

Hey there, the support team are 'looking into it' but no it's not been resolved yet. I'd suggest contacting the support directly through the chat. Not sure what the issue is to the honest!

Tom

[Lou8]

Hi @etude_coffee , apologies for the delay - I looks like I didn't get a notification for your original response.

It sounds like we would need to deep dive into your settings and account to understand what's happening here, as it looks like it's specific to your website. Unfortunately, I wouldn't have access to your account, even if you grant me permission. 

Have you contacted our Support Team yet? They're able to raise a ticket and escalate the issue with our engineering team on your behalf.