Apple and google pay buttons not in helpful place - leading to incomplete payments

[fearless-devo]

Hi, I've had a couple of complaints from customers that both Apple Pay and google pay is not completing. 

I checked it out myself and it appears to be an error that occurs because the buttons are located under a product before checkout. When I tap on that button, thinking I've bought product it doesn't complete. I've since realised it needs to be added to cart then at checkout google and apple pay work just fine.

Please can I get help with removing the apple and google pay buttons on the screen prior to checkout - they are confusing customers, including myself when i tried also.

thanks

[Breffni]

Hi @fearless-devo and welcome to the Seller Community! 

I'm sorry to hear you are running into difficulty with Apple and Google pay. 

Can you please share the link to your online site so I can take a look and see what the best course of action is here? 

[fearless-devo]

https://fearless-devotion.square.site

many thanks 😊 

[Breffni]

Thank you @fearless-devo 

I tested this out and it seems what's happening is part of the default setting with Square Online and Apple & Google Pay. 

If a customer adds items to the basket and then launches Apple Pay or Google Pay directly from the item page, only that item will be purchased. Any items previously added to the basket will not be included in the transaction.

When Apple Pay or Google Pay is launched from the shopping basket, all items in the basket will be included in the transaction.

It's understandable that this could cause confusion and frustration for customers, however at the moment we don't have the option to remove the Apple / Google Pay buttons without removing the payment method altogether. I'll definitely bring this to the attention of our Product Team as we're constantly working to improve our products.

I hope this helps. 

[fearless-devo]

thank you! Though it’s not been that straight forward. what I actually think has happened to several of my customers is that they are directly hitting the apple/google pay button on the item page thinking they are placing it in the cart. 

it then comes up with a message saying it’s not completed. But they are left thinking they have maybe paid for it but have no confirmation so they check directly with me so don’t want to risk paying twice. 

I’ve only had the website up and running for a week and I’ve had at least 4 people who haven’t been able to complete payments. I’ve had to send them links or get payment in other ways. 

You can understand my frustration as I’m sure that this is putting people off purchasing from the site or returning custom.

thanks

[tranguyen · Accepted solution]

Hey @fearless-devo, I'm just stepping in for @Breffni here! There is a way to remove the Apple Pay and Google Pay from the item details page to avoid confusion for customers.

When you have a chance, please login to your Square Online site and navigate to Settings > Checkout. If you scrolled down to Edit advanced settings, you can uncheck the box Disable the Apple Pay and Google Pay buttons on the item details page and this will no longer show for customers.

I hope this will help!