Online Ordering

[BiancoNero2020]

Hi, 

For some reason I am getting lots of people saying that they cannot order online through the square website ordering page when others can order. I have even tried and I have no issue. 

Customers are saying that items are out of stock when they are not. But others say thats it's ok. 

Confusing and damaging to the business. 

Can somebody assist please?

[MJD]

Hi there, can I ask when the problem last occurred?

[BiancoNero2020]

Hi, this happened around 7:30pm and before with a couple of other customers. Not sure why. After that I had an online order at 7:43pm. 

[MJD]

Some issues happened today online causing payments not to go through, is it a specific card not working? A specific bank or card provider? What displays when you attempt to pay this way? 

[BiancoNero2020]

Don’t know if it’s the card. But some people also say that items are not available even though I check the site and everything is ok. I’m not happy paying fir a facility that doesn’t work properly or doesn’t state the limitations it has. I’m hardly busy as it is due to the lockdown and the last thing I need now is to upset customers 

[MJD]

Sorry I’m only a community member like yourself , best bet Is to ask @tranguyen if the issue continues 

[BiancoNero2020]

Sorry thought you were. Thank you for your time. I hope to get this sorted ASAP. 

[tranguyen]

Thanks so much for jumping in @MJDPhotography!

Sorry to hear you were running into this issue @BiancoNero2020! I've checked with our team and while we did experience an issue earlier in the day that cause payments to be declined, payments should be accepted as normal around 7:30PM.

it also sounds like the issue was only happening for a few customers and not everyone since others can still see items as being available. Are you currently still getting reports from customers that they are not seeing items  available? If you can let me know the item customers are having trouble with, I can definitely investigate this further on my end. 

[BiancoNero2020]

Hi again, 

all I get told is that they cannot order online as the items are not available even though they are. If you’re saying that this was an issue in the night then I will monitor it again and this time keep a record so that you can maybe investigate this further. 

Another issue is that customers are being told by the site they are not able to receive deliveries because we don’t deliver there even though they are well within the limit. Those customers are calling up to order instead of ordering online because of these glitches. 

Kind Regards 

P

[tranguyen]

Thanks for letting me know @BiancoNero2020!

With regards to the postal code being flagged as outside of the radius, if possible, can you send me a private message with some example of the postal code that are getting the error? I can definitely check it on my end here.