Square Online - Orders failing at checkout.

[ElephantLounge]

Is anybody else having the same issue? We have personally tested placing orders to our restaurant via our online store and over half of the time the orders fail after customers try to make payment.

We either get an error saying "We are unable to complete your request at this time. Please try again" or the checkout screen just doesn't proceed to confirm the order.

I have spoken to square support but as far as I can tell they are just as confused and have confirmed our site is set up properly and it is an issue on their end, though their Square Status page states there is nothing wrong?

Has anybody been through this before?

[Sam_400º]

Hey @ElephantLounge - what's your website? 

If you're placing multiple orders it could be the risk manager kicking in. 

I think you've asked the right people getting in touch with Square directly, but not sure what else could be going on. 

[ElephantLounge]

Hey!

Our website is order.elephantcollective.co.uk

We haven’t enrolled in risk manager.

We’re just at a complete loss with what could be going on with the checkout. Everything is set up as it should be and it seems to be happening to so many of our customers that we actually took the site offline due to getting constant phone calls with customers unable to process their orders.

It just seems to be failing at the last possible point.

[Sam_400º]

Just seen that it's not accepting orders right now. 

I've not had any problems on my site - so don't think it's a Square wide thing. 

The main issue I've ever had is when someone's computer/phone auto fills the post code and it adds a space at the end - this then fails the payment. 

[Breffni]

Hi @ElephantLounge, sorry to hear about this issue and the impact that it's having on your business. 

We wouldn't have much more insight than our direct support team here, unfortunately. However, it does look like a ticket has been filed for our engineers to investigate here. Our support team will follow up with you via email with any updates. 

[CM2Balloons]

We have had this quite a bit, I’ve just checked and although in our acc there shows declined payments in risk manager, none are because of the risk assessment conditions or there would be alerts, so no idea why these would be getting declined on our account, weirdest thing is if they then ring we can take payment over the phone with same card or even via a invoice but obviously both of these methods add unneeded admin which the website should deal with.