Online checkout buttons - postcode not fully complete

[simon_roberts]

Evening,

I'm fairly new to using Square, this week I've been using Square online checkout buttons and had a number of customers contact me that their addresses aren't populating correctly in the checkout process, in particular their postcode not showing fully. This has caused a number of problems this week, mainly customers giving up and not completing orders etc. They're confused and worried that their postcode won't be passed onto us. 

Is there a particular reason it does this? Is there a way of changing the settings so customers can automatically enter their own address rather than using the pre-populating field?

For example:

[Emma_]

Hi @simon_roberts, I'm sorry to hear this. When using Online checkout link, your customer is asked to enter their payment details and a physical address is not required. We can test a link for you. Can you send me your checkout link in a private message so I can test and report if there is any issue. 

[simon_roberts]

Hi @Emma_ , thanks for the response. I can see those settings in the background, however, I need to collect their physical address to post the item to them. 

My problem is why is the Square system not populating the full address, as shown in the picture above? No matter what address I try it only populates half the postcode. 

I know the full postcode does actually get sent through but to a customer they're thinking it's missing half and not completing their orders. 

I don't think this is 'me', isn't it a problem with the Square system? 

For example, here's a test product. Go try enter your address in the checkout page, it'll find the address but miss half the postcode: https://square.link/u/IHuiSV5P

Thanks,

Simon 

[Emma_]

Thanks very much for providing this example. I will report this to our engineers and will let you know as soon as I hear back from them. 

[simon_roberts]

Hi @Emma_ - are there any updates to this problem? 

Thanks,

Simon

[tranguyen]

Hey @simon_roberts, I'm just stepping in for Emma here! This is a known issue that our team are currently working on. Unfortunately, the issue is more complicated to address than expected but they are hoping to roll out a number of updates shortly that will help resolving this. 

Once I have a confirmation from the team that the fixes have been rolled out, I'll be sure follow up on this thread right away. 

[GeoffHunt]

Is there any ay you can flag this more prominently because this the use of community forums is annoying if you dont type in the precise question. This has taken me a long time to fine the right kind of thread and I note the requestor asked 2 weeks ago. This is not a helpful customer service to those who dont have much time to work this kind of thing out. Also the requester has had to shase you only to discover the problem is more complicated. This really should be something you should be flagging as this could be turning customers away from our sites. can you please advise if you will be flagging this up to UK site owners as a matter of some urgency.

[Emma_]

Hi everyone, A fix has been deployed for this. As soon as a customer selects an address, the postcode will show entirely in the address field. If you encounter any issue, please let me know and I will continue reporting to our engineers. 

[simon_roberts]

@tranguyen- thanks for replying on behalf of Emma. Unfortunately that doesn't help us during our busiest time of the year, we're losing customers on a daily basis because of the problem. 

It looks like we'll have to move platform, we can't keep waiting for a solution with an unknown timeframe. I wish you well and hope you get the problem resolved.