Customers having issues with checking out through my website

[trbauer]

I have customers that contact me saying they are having issues checking out on my website. They are all on their phones when this happens. I have them kill all their apps on their phone and turn their phones off then back on. After doing this they are able to check out. My question is why do they have to do this?? I am sure I am losing sales from the customers that do not contact me stating they are having issues. I shop lots of different websites on my phone and never run into this issue so I believe this is an issue that needs fixed!! I am paying for this service and it should be working 100% of the time.

[TheRealChipA]

Hi @trbauer.  Do you mind sharing your website or online store URL?  I’d like to noodle around for a few minutes and see if I can replicate the problem on a couple of different phones.  Thanks!

[trbauer]

www.tyhdesigns.com

[_Violet]

Hi @trbauer - Thanks for reaching out to us here on the Square Seller Community to bring this to our attention.

It sounds like this may be related to a known issue with Online Store payments. Our engineers are actively working to resolve this issue. The easiest way to stay up to date on our progress is to see our status updates at issquareup.com. Our team will continue to post updates there until we have a fix.

We apologize for the inconvenience in the meantime.

[_Violet]

Hi there again, @trbauer and @TheRealChipA 👋

Our engineers have confirmed that this issue is now resolved, as reflected here on our Status Page.

I hope this information is helpful but please do let me know if you have any additional questions.

[trbauer]

Thank you!!

[trbauer]

This issue is still happening, not as often but still happening.

[trbauer]

I have so many people contact me with issues placing orders. I always tell them to kill all their apps on their phone and try again. This usually works and the order will go through. My problem is I shouldn’t have to have them do this. I’m sure I am missing lots of sales from people that don’t contact me with their issues. 

[DinaLRosenberg]

I've also noticed people having difficulty with online orders not going through at this time.

For some reason afterpay is acting up 

[MayaP]

Hey @trbauer, I don't want you to miss out on sales, and are happy to take a further look into this! 

Are the sellers getting an error message? They are all using their phones to place orders? When you have a moment if you can provide some more details, if you have any screenshots that would be helpful. 

[trbauer]

They are not getting error messages. They state that it just thinks and won't go to the next screen. These are all on their phones. This is why I have them kill all apps and try again. This usually works for them but I don't feel like you should have to do this to get a site to work correctly. I never run into this with other sites I am ordering from.

[trbauer]

Can you please get back to me??? This is also a huge problem!!!

[MayaP]

Hey there @DinaLRosenberg, I am sorry to hear you are having some trouble too. I am happy to help as well!

Is this related to your other this or this? If so I will go ahead and reply to those posts. If not please provide some more information so I can better assist. Thank you! 

[TheRealChipA]

Hey @trbauer.  Unfortunately, this is not as much a Square problem as it is a device problem, as well as operator error.  I’m surprised that people don’t know by now that force quitting and restarting browsers usually fixes a world of problems.  But I guess there are such unfortunate people in the world.  Square (and all programmers) are limited in what they can do via software on private devices.  Usually force quitting fixes issues that are outside of a programmer’s control, and almost always in the hands of operating system engineers.  Yes, you are probably missing some sales, but I doubt it is lots.  I just can’t imagine that there are many people living these days who don’t know to force quit and restart.

That’s probably why no one replied before now, by the way.  This is not a question that we as fellow sellers or the engineers can address, really.  And, as a former software engineer, I can’t think of anything that can be done programmatically to make this lack of knowledge any better.

[trbauer]

Thanks for responding. That is all I needed was an answer stating its not an issue for Square. I will continue to field these problems and give them the suggestions about killing apps.

[trbauer]

I have two posts asking for help with my Square website and have had no one answering me!! I am getting very frustrated!!

[Candlestore]

@trbauer ;

I can not help as I do not have a Square Website.  Since I do not go on the Square Website assistance page I would not see your request.  Most of the people here in the forum are just other Square users.  With this being the case we might be able to answer some Technical questions but most of us can not.  So a detailed question as to what your issue is would help, but a blanket statemet of I am having troubles with my website does not help anyone out.  Therefore you get no answers since it sounds like a statement, and not what you  are having problems with.  

To get assistance here clearly state the issue and the desired out come.  Which page you are having issues with.  

[JK_Fiber_Art]

Hi Trbauer,

Can you be a bit more specific - looking at your profile, I see 18 threads, 5 posts and only 1 with no reply.  I'm a bit confused as it appears that several people have responded to your questions.  Since most of the people here are volunteers, they can only offer thoughts from their experiences and unfortunately the people here are not the same as Tech or Customer Support.  You can try posting your issues again here to see if anything can be resolved or your other option is contact either Customer Support or Tech Support depending on the topic. 

[trbauer]

I have some issues with my website and need some help. I have two questions posted but no one is responding. Is there someone I can communicate with?

[_Violet · Accepted solution]

Hi there @trbauer - Thanks for reaching out. I'm sorry to hear your frustration surrounding the issues you're experiencing with your Square Online Store 😞

I've merged most of your posts to this thread, since they are related to the issue you experienced last July. (I kept the thread related to the customer email notifications separate, here.) We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. I also want to make sure you've seen our Community Etiquette Guidelines. We ask Seller Community Members to not post the same message in multiple places, as it is not productive for our Moderators.

Additionally, I just wanted to let you know that the Seller Community Moderators, which are Square employees, aim to respond to all posts within 24 hours. I took a look through your profile as well, and didn't see any posts that haven't been responded to yet, as @JK_Fiber_Art mentioned. I do see that some of our Sellers have provide some feedback and suggestions.

If your customers are still having issues completing orders through your website at this time, please contact our Square Online Store support team directly through this form. Their team can definitely take a look at your site to see what might be causing this on your customers' end.

I appreciate your patience and understanding 🙏