“Use same address for billing” not allowing some customers to check out

  • Resolved eclev91

    (@eclev91)


    2 months, 4 weeks ago

    We have some customers reporting they cannot check out. They get to the checkout page, enter their information and press “Place Order”. The order is not successfully placed, and reports suggest they simply get bumped back to the top of the screen.

    This does generate a draft order, and we’re able to see that the shipping address is filled out, but not the billing address.

    By default, the “Use same address for billing” checkbox is checked. After advising customers to uncheck this box and enter their billing information separately, customers report being able to check out.

    Unfortunately, I haven’t been able to replicate this issue myself, and haven’t yet gotten more browser information from any customers experiencing this issue. But if there’s potentially a known issue around this, or a good way to have that box unchecked by default, we would like to experiment with it.

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Viewing 9 replies - 1 through 9 (of 9 total)
  • Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello eclev91,

    Thank you for contacting WooCommerce support.

    I understand you’re experiencing an issue where some customers cannot check out, and the problem resolves when they manually uncheck the “Use same address for billing” box and enter billing details separately.

    Could you share the website URL?

    To troubleshoot effectively, it’s important to identify common factors.
    – How many customers are facing this issue?
    – Is it persistently happening with the same customer?
    – Browser details from affected customers will help recreate the issue and determine its cause.

    Once I have more information, I will be in a better position to assist you further.

    Best regards.

    Thread Starter eclev91

    (@eclev91)

    Hi @doublezed2 ,

    • I already shared the URL via the “The page I need help with…” field
    • Like I originally shared, “some customers”. More than one, and the issue has persisted.
    • I already shared “Unfortunately, I haven’t been able to replicate this issue myself, and haven’t yet gotten more browser information from any customers experiencing this issue.”

    But I do know it isn’t limited to one browser. At a minimum, we’ve had reports from Firefox, Brave, and I believe there was at least one mobile Safari complaint.

    Our plan is to revert to shortcode-based checkout later this week.

    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello eclev91,

    Thank you for your reply.

    The order is not successfully placed, and reports suggest they simply get bumped back to the top of the screen.

    The specific behavior suggests that the JavaScript responsible for handling the button click action is not working properly. This usually happens due to caching and since this is happening for different users, it would be related to the server-side cache.

    I suggest you contact your host and ask them if there is any caching on the server side that could conflict with the WP Rocket plugin you have installed.

    Looking forward to your response. ??

    Thread Starter eclev91

    (@eclev91)

    Hi @doublezed2 , I appreciate your recommendation, but we’re going to switch back to shortcodes at this time. We simply don’t have the bandwidth to troubleshoot an issue we’re having trouble recreating, and if your team is unaware of any larger issues, then this ticket at least makes a nice data point if your team has other reports. I have been keeping an eye on this – https://github.com/Automattic/woocommerce-payments/issues/9939

    On the caching, I do have a couple thoughts:

    • You said “the JavaScript responsible for handling the button click action is not working properly”. That could certainly be true, but given draft orders are successfully generated without billing addresses, it seems like JS-driven AJAX requests are working just fine. I think it’s more likely that there’s some kind of validation error on the billing fields (which shouldn’t be validated at all when the “use same address” checkbox is checked), and if there are inline validation messages, they’re hidden to the end user because the “use same address” checkbox is checked.
    • Opening the site in an incognito window should give me the cache-iest of cached versions of the page, so you would think we would be able to reproduce if it were a cache issue.
    • It’s unclear to me why checkout is so dependent on Javascript that it might fail completely. I would hope, given checkout is a single point of failure for eCommerce sites, that the checkout form would more degrade more gracefully.
    Plugin Support Zubair Zahid (woo-hc)

    (@doublezed2)

    Hello eclev91

    Thank you for your reply and sharing more details.

    I understand you have switched back to the Checkout shortcode.
    Do you have a staging site where you can set up block Checkout and allow me to test it?

    The GitHub link you shared describes an issue that is a bit different from the issue you are facing.
    I can be certain after investigating the issue further by checking it from my end.

    Looking forward to your response. ??

    Thread Starter eclev91

    (@eclev91)

    @doublezed2 I’m working on a staging environment for you.

    Thread Starter eclev91

    (@eclev91)

    If you’re curious, staging environment here with blocks re-enabled: https://stg-rosehillsourdoughcom-staging.kinsta.cloud

    u – staging
    p – secretsecret

    But like I said, we’ve been unable to replicate the issue, and any impacted draft orders have long since been cleaned up by WooCommerce.

    Plugin Support Moses M. (woo-hc)

    (@mosesmedh)

    Hi @eclev91,

    Thanks for sharing the staging site. Could you ask the customers experiencing this issue the following questions:

    • Which browser are they using?
    • What type of device are they on (Desktop or Mobile)?
    • What operating system is their device using (iOS, Android, Windows, Mac OS)?
    • Which payment method were they trying to use?

    It would be helpful to ask at least two or more customers to check if there’s a pattern among those facing this issue. I look forward to hearing what you find.

    Plugin Support Feten L. a11n

    (@fetenlakhal)

    Hi there,

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – we’ll be here if and/or when you are ready to continue.

Viewing 9 replies - 1 through 9 (of 9 total)
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