Software for Party Rentals, Events, and Services

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Checkout problem

Bryan K. shared this problem ago

Solved

When customers are paying for their rental online they are getting an error message after they enter their credit card. Instead of getting a confirmation it says error. But the payment actually gets processed.

The same problem

Comments (4)

IO S. ● 5 years ago

I've added this bug to our product development system and will update you as soon as we have a solution. We apologize for this inconvenience,

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IO S. ● 5 years ago

We're looking into this issue and hope to find the problem shortly. In the meantime, can you try re-authenticating with Square for both of your locations? You can do this by navigating to Settings->Merchant Services and toggling the active button under Square. Thanks.

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Bryan K. ● 5 years ago

Done

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IO S. ● 5 years ago

Great, thanks for that. Do you know what the error message at the top said specifically? Also, do you know which lead(s) were affected by this? Is this happening consistently with all payments or only on certain ones? We appreciate your help and patience thus far.

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Bryan K. ● 5 years ago

The last 2 customers told me that the error they got said "session timed out". It happened after they entered their credit card. They did not know if the transaction went through or not. The transaction definitely did go through.

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Bryan K. ● 5 years ago

Here is a message from a customer today,

Hi, my name is Courtney Livingston, and I just booked something online. But every time I would go to book something it would come back invalid, but then in my email, I noticed that I then had two or three things go through. So, I just want to confirm what I'm actually booking.

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Bryan K. ● 5 years ago

Here is a message from yesterday.

Good morning. My name is Kathy covel. I was looking for a bounce house on September 2nd in Jersey town. I did go online and put in my credit card information. I know originally I got a quote on the castle bouncer, but I think on Saturday it said only the Frozen bouncer was there, but it never finished, but I did get a confirmation from bounce. I just want to know do I have a bounce house or not?

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Bryan K. ● 5 years ago

Courtney Livingston ended up doing this 3 times! Quote Id #'s 3927511, 3927543, 3927659

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Bryan K. ● 5 years ago

Here is one from Friday.

Hello, my name is Tiffany Fowler. I'm calling. I just tried to do like order one of the bouncy houses online and I paid for it and it charged my credit card. But at the end it said like we had timed out something my the length was. Expired or something? I don't understand it. My card was charged the deposit of $63 something.

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IO S. ● 5 years ago

Thanks for the examples. I notice all these leads are in the same PA Bounce Location. Have you notice any that happen in the other location? Since this has been going on for some time, I'm wondering if perhaps some edits you made the contract page are the cause. I'm going to reset it back to our default code for now, and just put back the message you edited at the top. Are there other customizations you made to this page that need put back?

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Bryan K. ● 5 years ago

Not sure what the exact error code said. It has been happening for several months. I just thought that it was use error, but l have been getting more complaints. Also when they get the error they think that it didn't go through then they try to do it again and then it says it is unavailable (because they already reserved and paid for it). Then they try to book something else and go through the same thing. I had a couple of people resevere and pay for 4 items for the same event before they figured out what they did.

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IO S. ● 5 years ago

Sorry for the delay on this. We have run several tests using your Square payment environment but have not yet been able to reproduce an issue similar to that which you are reporting. We have also looked over all 600+ Square payments you've processed thus far, but have not yet noticed anything obvious or out of the ordinary. As we continue monitoring the issue for you, can you also be cognizant, in the event that this error shows up again, of what the error message specifically states as well as the corresponding lead ID? We apologize we've not yet been able to find the underlying issue, but we've found it a bit difficult based on what little data we have to go on at this time. Again, having either 1) the error message, 2) one or more example leads, or both 1) and 2) would help us out tremendously. Thanks!

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