uk address "state" box

[whl]

Having problems with abandoned carts because uk customers do not recognise the state box and get confused. It does show ENG SCT NIR WLS as the options but it confuses customers and they dont complete the transaction or the system doesn't recognise their address without it. This is also causing a problem with apple pay. Customer services were useless... anyone know how to remove the "state" option or bypass this?

[Sineaid · Accepted solution]

Hi @whl!

Thanks for letting us know your customers seem to be having trouble with this, and welcome to the Community.

Having tested the experience on a standard Square site checkout flow, I can see that the customer is presented with suggested addresses once they begin typing the first line of their address. The State field is then automatically populated, when the customer selects their address from the drop down menu.

That being said, I do see that when the address is manually entered and the State is not provided, the customer will see an error message to advise that they must enter a valid address to see available shipping methods.

So that I can look into this further for you, and flag any potential improvements to our product developers, would you mind sharing a link to your site?