Error message when ordering

[CamBap]

Hi

I have recently received a message from customers saying that they could not place an order but saw the message like attached, 'There was an error. please try again'. I was told that it went on and on.  it is not a case but now several cases so far.

do you have any idea why?

thanks,

CamBap

[tranguyen]

Thanks for flagging this @CamBap! I had a look at the site just now and I was able to get to checkout without seeing any error message. I do want to make sure this isn't a widespread issue. When you have a chance, can you let me know:

• Was customers trying to place pickup or delivery orders when they get the error message?
• Did they see the error message when adding item to cart, at checkout or at a different point during ordering?
• If the error is at checkout, were they manually entering their details or were they using Apple Pay or Google Pay?

[CamBap]

Hi Tranguyen,

it is getting more serious now. I have just had another customer waiting outside and tried to placed an order. he was about to press 'proceed to checkout' then recevied as the same error message as the other customer had. he kept trying to click on the button but the error message stayed the same so could not move on to make a payment.

adding orders were not a problem. he used his mobile. 

yes i have just tried myself but it worked. but he and i tried to place an order together but he could not!

he is now the fourth customer who confirmed that they could not place an order.

what do you think?

CamBap

[tranguyen]

It sounds like the error happened when adding items to cart and just before customers go to check out, is that correct @CamBap?

Do you remember if the same items were selected for the order that work and the order that didn't? 

The only time I've seen this error come up previously was when customers were trying to order items that were available for self-serve ordering only, so it would also be worth double-checking that all items have pickup & delivery applied to them as fulfilment methods. 

[CamBap]

hi Tranguyen,

adding items to the order was not a problem. it happend when they clicked on the 'proceed to checkout' button.

I have had a look at our items again and learned that 2 of them had 'self-serve ordering' ticked on for some reasons. but the customer was ordering one yesterday which did not have it ticked on but pickup and delivery optioins only. 

doesn't it still sound strange?

CamBap 

[tranguyen]

It definitely sounds strange @CamBap. Do you remember the exact item that the customer was getting error ordering? Knowing the items, I can try to reproduce the issue on my end and escalate this to the ECOM specialist team if necessary. 

[zaralarsnor]

Start looking at the shipping settings and compare it to the sales you missed. Does the missed sale fall outside of your shipping settings? If so, make a shipping setting to ensure it's all cover
Another issue may be who you ship through. Sometimes it may actually be an area they can't deliver to. Like fedex to a po box lil boosie