"We are no longer accepting orders" checkout message on Weebly site

[KarenMorris]

Hi - I have had an online store with Weebly for several years but lately, my customers are getting a random "We are no longer accepting orders" message at checkout.  I have contacted Weebly support 3 times over this issue and they can't duplicate it so they can't help.  Their advice is to advise customer to clear their cache or use incognito browser.  That is totally unacceptable.  Anyone else have this problem?  I'm about ready to ditch Weebly as I am losing orders/customers.  I do have screenshots of these error messages.  Help!

[BernadetteA]

Thanks for reaching out, @KarenMorris 👋

I'm sorry to hear you are having trouble with your website! Can you please post a link to your site, and provide the screenshots? You can add them to your reply (and any future post) by clicking the camera icon above the reply box. 

Do you happen to know specifics on how your customers are attempting to order? i.e. desktop browser, or mobile device?

Are they placing the orders during working hours, or outside of Time Based Categories if you use those? 

Thanks in advance, and I'll be on the lookout for your reply. 

p.s. Welcome to the Seller Community! 

[KarenMorris]

Hi - sorry for the late reply.  My website is www.arbutusartisansoaps.com

I'm not sure what device people are using to order but from the 2 screenshots attached, looks like a phone.  I don't use time based categories and have received orders 24/7 in the past.

Thanks!

Karen

p.s. apparently I don't have permission to upload images.

[KarenMorris]

[KarenMorris]

I tried attaching pics again and this time it worked

Karen

[BernadetteA]

Thanks for the information, Karen. The screenshot is super helpful! I'm away from the computer, but just saw the notification that you had replied and wanted to let you know I'll be following up with you first thing in the morning. I may need to reach out to the advanced support team to see if there is a bug affecting your checkout page since it sounds like you have not made any changes to the checkout flow. 

I'll reply once I receive confirmation from the team, and appreciate your continued patience. 

[KarenMorris]

Hi just following up with you 🙂

Karen

[BernadetteA]

Hey Karen! 😊 How strange... I thought for sure I responded to this thread yesterday, but I'm not seeing anything in the history. 🤔

I was able to find one open bug regarding this issue, however, engineers are still having trouble pinpointing the exact cause. It seems to be an intermittent issue which is probably why the reps you spoke with were not able to replicate. 

Have you ever seen the issue on your end? I would like to try to re-escalate this, but will need some more information. 

- Did any of the customers that reported this ever successfully checkout? 

- As far as you know this is only happening on mobile? 

- What type of fulfillment method were they wanting? Shipping, Pickup, or Delivery

- How did they try to pay? Debit/Credit, Apple Pay, Google Pay

- What item(s) were they attempting to purchase

- What is the time frame of this error? First report and last report of it happening

I appreciate you in advance for answering. I know this is a lot, but the more information I can provide to the engineers working on the bug, the more likely they can resolve. And thank you so much for your continued patience. I know this must be a difficult and frustrating situation to be in, and I understand fully how important it is for your site to be working properly for all orders.