Problems Checking Out with stored card details

[EcoBaba]

Hi, 

Could someone help shed some light as to what might be happening, we have had a few instances where customers are trying to pay for their cart with stored card details and the page just keeps refreshing and bringing them back to the same page and therefore they are unable to complete the purchase, i only know of a couple of instances as those customers have got in contact but i dont know how often this is happening and fear it may mean we are loosing cutomers as a result.

Thanks

Tara

[Hank]

Hi, @EcoBaba,

Hank here from Shopify.

There was an earlier issue of some customers receiving a generic “error-payment” message on the checkout tab title within their browsers, but that has since been resolved. 

I spoke with the technical team who are advising that there is no current issue related to the one you have described, but I'd like to get more information, so I can narrow down the possible issues.

Are your customers receiving an error message other than just being reverted back to the original page they're on? Is it happening with a certain payment gateway, or on multiple gateways? You may also notice some trends within the abandoned checkout area of your admin. The individual orders you can click on might show you some user error codes for instance.

What payment gateway are you currently using? Is it Shopify payments, Shop Pay, Paypal, or another?

Lastly, can you share your store URL and I can take a look at this?

All the best,

Hank

[EcoBaba]

Hi Hank , 

Thank you for your response. I have checked with the person experiencing the issue and she is getting no error messages. The payment page just refreshes and goes nowhere. For this particular customer they are using stored bank card details.  The same issues occurred last week when paypal was selected as the payment method. On this particular occasion checkout was attempted multiple times and after a wait of about 30 minutes the payment went through. 

Thanks

Tara

[Hank]

Thank you for the additional context.

That certainly seems very strange, but it still sounds like it could be a localized issue. Is the issue only occurring with stored details? So if the customer manually types in the information, does the same issue happen?