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  • Billing state fails if address is pre-filled

    We've been debugging a checkout issue for the past 2 days and finally have what appears to be the source of the issue.

    The issue:
    We keep randomly getting "Billing state is a required field" error during checkout.

    What we "think" is the cause:
    This appears to only happen when the address (state is the problem field) is prefilled. This is most of our users since the site is a (mostly) membership site, so most users have accounts in WP. So we're losing a lot of sales because our members can't purchase.

    An unusable workaround, to have a successful checkout:
    During checkout, if you change the address from whatever is prefilled to any other state, then change it back to your actual state, it works. We can't ask our users to do this, but at least it points to the source.

    What IS working:
    If a user is not logged in, or they don't have an address saved already, checkout is successful because they are forced to choose a state during the process.

    What we also tested:
    We also setup Stripe to see if it was Woo itself. Stripe worked every time, no matter what we tried.

    Hopefully you can reproduce this issue and get a fix out shortly. Let us know, thank you!

  • #2
    Hi sgoodwin ,

    As we discussed in Live Support, we'll need a login to your WordPress Site so we can review what is happening. I received your email with a link; however, my first attempt did not successfully open it. Since your link was designed for one-time use, please send it again ASAP, as we discussed the urgency of the situation on the call.

    Regards, Amanda
    C&P Live Support
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Suzanne, could you provide the link for the form where this is occuring?

      As a workaround, I suggest that you turn off whatever is pre-populating the value of the state field, since if your users have to select Massachusetts as the value, at least they shouldn't have a problem processing the donation.

      In the meantime, I'm emailing you about what our Developer found after looking at your WordPress account.
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

      Comment


      • #4
        The problem is on the checkout page!! I walked Amanda through this onscreen during the live support call!

        https://staging5.cambridgeinsight.org/checkout/

        I asked for help with this originally on 10/23, and today is 10/27! So, four days later, and no one on your end has even tried to reproduce the problem yet!!!

        Your workaround suggestion is NOT WORKABLE, as I explained in my original post here!!

        Once again, the fact that CUSTOMERS CANNOT MAKE PURCHASES on our website is DEVASTATING!!!! What do I have to do to get you to DO SOMETHING????

        Comment


        • #5
          Suzanne,

          We have been able to replicate the issue. The default value set by WooCommerce for the State and the Country is not passing to the payment provider. While researching this issue, we also discovered a reported case where the same issue occurred with another WooCommerce payment provider.
          We can remedy the problem by adding a workaround programmatically. When state value reported to is blank, our plugin can look to the default value set in WooCommerce, and use that value to submit the payment.
          We should be able to have this workaround added to the plug-in for a scheduled release the week of November 2nd.

          Sincerely, Amanda
          C&P Live Support
          Regards,
          Click & Pledge Support Department

          On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

          Join us @ the educational webinars: https://clickandpledge.com/webinars/
          Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
          Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

          Comment


          • #6
            Thanks Amanda,

            That is definitely the issue we are seeing, as described in our first post. I'm happy you are able to recreate.

            When state value reported to is blank, our plugin can look to the default value set in WooCommerce, and use that value to submit the payment.
            This sounds close to the correct solution, but it should be two levels of fallbacks.

            1. Check if is_user_logged_in() and if they are, get their `billing_state`.
            2. If no billing_state for the current user, you could attempt the Woo default shop base address.

            Looking forward to an update!

            Comment


            • #7
              Good day @sgoodwin

              We have released the update which addressed the above issue. You can download the new version at wordpress.org/plugins/woocommerce-click-pledge-gateway/

              Please update and let us know if you find any issues.
              Regards,
              Click & Pledge Support Department

              On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

              Join us @ the educational webinars: https://clickandpledge.com/webinars/
              Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
              Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

              Comment

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