Why is my online store rejecting my customer's billing address?

[littlesister]

[The title of this thread has been edited from the original: My billing information does not work]

Hi there,

A customer is trying to purchase some products off my website. When he enters his billing address, it doesn't seem to work. Does anyone know what the problem can be?  Can someone please help me resolve this issue urgently? Thanks!! 

[Alex_]

Hello @littlesister,

Thank you for your post in the Seller Community.

This definitely sounds frustrating. I do have a few questions to make sure I'm understand correctly. 

1. Has this occurred with any other customer?
2. Has your customer provided a screenshot?
3. Where is your customer located?
4. What website builder did you use to create your site/what is your URL?

Please let me know by replying in this thread. I'll keep an eye out for your response.

[littlesister]

Thank you Alex for your response. It turned out that it was a mistake from the customer’s end.  He just re entered all of his information and it worked out for him. 

[Alex_]

Glad it all worked out @littlesister, have a great day!

[Atlanta-MGT-GCC]

I have an online customer where square will not accept her address.  The customer address is 

2601 Trees Of Avalon Pkwy.  

Square does this:

And prevents the completion of the sale:

Why does this happen?  How can we correct this?  We have one other customer that we know of that has this issue.

Thank you,

Atlanta MGT

[BernadetteA]

Thanks for reaching out, @Atlanta-MGT-GCC 😊

The checkout page validates addresses based on what Google has stored. It's possible the address is newer, or has changed, and has not been updated on Google's end. Has your customer confirmed that the address autofills properly on other websites? 

Alternatively, there should be a way to manually enter the address instead of selecting the automated option in the dropdown. 

[Atlanta-MGT-GCC]

Hi

We entered it manually and square does not accept it.  No issue on other sites or on google.  Google recognizes the correct address.  I showed a screen shot of that.

What is the solution for this?

Thank you!

Atlanta-MGT 

[BernadetteA]

Is this the screenshot you are referring to? 

Can you select the suggested address- 2601 Avalon Parkway?

[Atlanta-MGT-GCC]

yes.  Note I entered "2601 trees of avalon parkway."  Square will not accept.  What is the solution for this?  I have another customer with the same issue.

Thank you!

[BernadetteA]

Based on the screenshot, Google thinks the address should be 2601 Avalon Parkway. Unfortunately, I think the only way to fix this is to have the business or location owner report the address as incorrect on Google's end. 

[Atlanta-MGT-GCC]

Bernadettea, 

Google accepts the correct address as entered.  Square does NOT accept the address.  Please identify a correction in SQUARE!  Your responses are very discouraging.  Was the issue researched?  Did you see that google reports on the address as entered?

Thank you!

[BernadetteA]

I apologize I'm not able to assist further. I did try to search the address on Google Maps, but it did not show up as entered. You are more than welcome to reach out to the support team to see if they are able to escalate this issue further for you.