Customer had trouble placing an order

[Magic1]

I had a call from a customer yesterday saying she had made 6 attempts to place her order but was unable to do so.  Is this my customer being silly, or has anybody else had problems?

[NJRFTF]

What kind of problem did the customer report?

[Critter]

I had this problem too and it is something that has only just started to happen. After hours this morning of trying to track down what was going on this is what I found. Up until last week I had no problems at all, then suddely customers were not able to complete an order on my store page because they couldn't fill in part of the form. I hadn't changed a thing in the meantime so it was a myster. My Weebly store page just contains a bit of HTML code that embeds my shopping cart provider into my page. What had started happening was that the 'envelope' provided by Weebly's site creator was overlapping any boxes that were on my shopping page. Depending on where my selection boxes were, some of my products were covered and an email entry box was covered (you couldn't visually see this though). This meant customers could not make those selections or input information. In the end they abandoned the cart. I tried many things to get rid of this empty 'envelope/banner', but couldn't. In the end my only work around was rather to have No Header, change it to short or tall header. This pushed the empty 'banner' down so it didn't cover any of my input boxes.

[jenci020880]

she got to checkout and it wouldnt process

[Queso]

Hey there! What sort of error information was your customer seeing when the order failed to process? Was there an issue with loading, or something else?

[Brodie]

@Magic, if you can provide us some more details, perhaps screengrabs and browser/connection/etc. info at a support ticket (click here: https://hc.weebly.com/hc/en-us/requests/new - then message me with your ticket number to share with our senior techs), we can make sure it was a customer error and not something wrong in your site.

@Critter, please be advised that while we can accomodate custom HTML, we can't troubleshoot problems with how that third party code is displaying on your site. 

[yi_yin_lim]

hi i am encounter this issue during check out. and the problem is at the final checkout page, it doesn't show any message indicate the error, the checkout button just cannot work where i tried place order after setting up the website, then after that my customer keep give me feedback they cannot check out through the website and end up placing order through text message. 

what should i do to detect where is the error?

[Bill11]

We have this on a regular basis. Usually 5-6 times a month. One of the most common problems is that they have added multiple items to the cart and then can not scroll down to the bottom of the cart to checkout. I have verified that this occurs. It is definetly frustrating when someone has added that much to the cart and then can not check out. If we are hearing it on chat or by phone multiple times a month how many are we not hearing about?

Bill

[Brodie]

@Bill1, this sounds like a limitation of your current theme - some custom themes, for example, don't allow scrolling to access the cart once a certain number of items are added to the cart. This can happen with standard themes at times, though. but we'd need to investigate. I see multiple sites in your account, if you can reach out to us via support ticket (or private message me) with more details about which site this is occurring on, we can take a look.