URGENT: Postcode Error

[TGPH]

I am receiving multiple complaints from customers who say they cannot checkout because it keeps asking for a postcode which they enter and it says incorrect.

Please advise?

EXAMPLE:

 

[TGPH]

 

 

[TGPH]

@tranguyen please could you assist me? 

[TGPH]

 

[Sam_400º]

Sounds like they’re ‘auto filling’ the address details from what they’ve said. 

This can often add a space after the last letter resulting in it showing as invalid. 

ask them to either check it’s not got an extra space in there or just enter it manually without auto fil, & hopefully that should sort it all out. 

Unfortunately it’s a ‘quirk’ that’s not easily removed due to card compliance.

[TGPH]

Thanks for helping and I appreciate your response 400, you're most likely right. It does seem to be something to do with autofill.

The problem is this quirk doesn't happen on any other sites and it's obviously the worst possible place to have a quirk in terms of friction for the customer and subsequent abandonment. 

The customer is 'older' so I'm reluctant to have her play around for a long time.. is this a known issue to Square?  Is there another thread I can look at?

I want to give some foolproof steps for the customer to try. 

[tranguyen]

Thanks so much for jumping in to help @Sam_400º! 

@TGPH about the postcode, Square allow postcode to be entered with or without space in-between, but the space at the end can caused the postcode to be flagged as invalid as it throws the format off. Additionally, the card-issuing bank or company would have their requirements regarding postcode verification, so our recommendation is always for customers to double-check their postcode and ensure that it matches what the bank has on file for them. The best thing to do is to manually enter the postcode.

From the second screenshot you sent as well, it looks like the system is flagging that the County field is missing. It's important that all field are filled out and selected from the dropdown before completing their purchase. 

If the customer has filled out all the fields visible on the form but the same error message still comes up, I can investigate this further. However, it'd require some specific information related to the payments and the customer's details, so I'll need to follow up with directly via private message to gather this information. 

[TGPH]

I am continuing to receive complaints from customers who are UNABLE to checkout?

I have had 2 complaints in person and 1 more complaint via social media. 

I need someone from square to deal with this immediately, please can someone contact me at [redacted personal information] ASAP? 

See attached screenshot!

 

[tranguyen]

Can you share a link to the website with me so I can take a quick look at the checkout form and advise further @TGPH? 

Alternatively, you can also give us a call on 0800 - 098 8008. Our Support team will be able to check account-specific settings and track the payments on our end as well. 

[TGPH]

www.grocerypost.com

[tranguyen]

Thanks for sharing that @TGPH! I had a look at the website and I can see that the checkout form is our standard one. The billing address will have one line and customer and select their address from the autocomplete form or they can choose to enter their address manually.

If they choose to enter their address manually, they'll need to make sure that all these fields are filled out.

The next step to test this would be to do a test payment. Have you try to put through a payment and see if the error comes up? You can create a test item for £1.00 and issue a refund back to the original card afterwards.

[TGPH]

@tranguyen please understand:

Whether or not it CAN work is not the point.

The point is that customers are frequently unable to checkout.  If this is because of a user error their side that is really irrelevant.

We are in 2021, people are able to perform simple e-commerce tasks, if the UI prevents customers from being able to do that or leads them to make an error preventing checkout then that is weebly/ square's problem and ultimately the service is not fit for purpose. 

Please can you escalate this and have someone call or email me immediately, I have had another 2 customers complaining saying the same thing.   Christmas is nearly finished.

This has cost me in the region of ~£500-1000 already.

[tranguyen]

Apology for this @TGPH. So that our team can actually check the specific transaction and look at account-specific settings, please give us a call o 0800 - 098 8008. The team will have more visibility than myself and be able to narrow down where the issue is coming from. 

[uguroncan]

Hello, can you help me please, I am entering my legal information correctly, but I am getting a zip code warning, it does not accept

[k_atie]

Hey @uguroncan, really sorry to hear you have encountered this issue. Could you share a screenshot of the error message that is appearing on your screen, please? This will give me a better idea of where the issue may originate from. Thanks!