Square Online Checkout Process (BUG)

[balmonte]

@alexws There is an issue with the checkout process for Square Online. In order to try and reduce the amount of fraud, I require for all transactions to have a Billing Address included as part of checkout. The issue is that for some reason Square is utilizing various payment/checkout pages depending on the user flow. One page does not have the fields required for the Billing Address to be included and when served to the customer no Billing address information is being entered. This leaves us susceptible to more fraud as result.

#1 No Billing Address (issue page): https://www.empanada.city/store/checkout/#/payment

This page is not only missing the Billing Address information, but it is also missing the rewards info.

#2 Billing Address fields included: https://www.empanada.city/#checkout

#3 Billing Address fields included: https://www.empanada.city/s/order?location=11e998425db6a8538a8b54ab3a4df411#checkout

This is the page we would expect to see served with every checkout

Steps to reproduce:

1. Click on the "Order Now" link on the homepage
2. Add any item to the cart and immediately click checkout after adding to the cart

This usually launches the first checkout page above. Nonetheless, if what I have outlined above does not occur you can click on link #1 and you will see the checkout page without the billing information. Then you can click on link #2 showing how the page should look with the billing information.

Please advise as this issue with the incorrect checkout page has caused multiple orders to proceed over the last month for us resulting in over $200 in chargebacks as a result. We need the billing address on all orders.

[balmonte]

@alexws can someone on the team please address this? We are still experiencing this issue and it is driving fraudulent orders on our site.

[_Violet]

Hi @balmonte - Thanks for reaching out to us here on the Square Seller Community.

Sorry for the delayed response on this. I'm going to consult with the Square Online Support Team on this one to get the best answer for you.

I'll reach back out to you here once I gather more info. I appreciate your patience in the meantime 🙏

[_Violet]

 Hi again @balmonte 👋

I was able to get some feedback on your post here from the Square Online Support Team. Here's what they let me know:

In your online site checkout settings, if you have  "always collect buyer address" selected for every single fulfillment type, this will enable the standard checkout flow. Once a customer adds thier card, it will then prompt to collect the address/name again below.  Both the address (if shipped/taxes is required) on the top of the checkout area, and bottom have to be fully filled out at that point or this will result in not being able to place the order. The billing address doesn't show until a card is entered.

If this isn't a workflow that you wish to use, you can go into the checkout settings and edit the customer inputs to stop collecting the extra address.

The rewards portion wouldn't show unless the Square Pay feature is enabled, which would be a separate checkout flow. The first screenshot you shared shows the standard checkout flow when first going to checkout prior to Square Pay/billing being added so this will not include the billing portion yet.

We hope this information is helpful but please do let us know if you have any additional questions.
 

[balmonte]

Hi @_Violet @thanks for the response but this is not accurate. I do have “always collect buyer address” for every single fulfillment type. The experience is different every single time and the steps that I provided to reproduce the issue shows that. If what you say is correct then I should see the same checkout experience every time. 

there is definitely a bug, their shouldn’t be multiple checkout pages in my case since every single product has the same checkout settings applied. 

I would like if someone could contact me directly to review my settings if you’re saying it’s something on my end. 

[_Violet]

I certainly hear you, @balmonte!

The person who was taking a look at this with me did recommend that you get in contact directly with Support if you are still experiencing issues with this.

We are not able to arrange outbound calls for Support but please do reach out to us here when you have the chance.