Can’t Check Out at All Becuase of Terms

Hi Ann,

First, I’ll explain how that review page is supposed to work. Then, it sounds like we’ll need to double check something because if what you’re describing is indeed happening then we do need to make an adjustment.

Typically, Express Checkout is used from the product page, cart page, or the top of the checkout page. This is called Express Checkout “shortcut” because it allows buyers to completely skip the WC checkout page. Since they don’t have to fill out forms, this typically increases conversion rates on your website. However, because the checkout pages gets skipped, then if you do have T&C enabled the buyer would never have to agree to it. That’s why we check to see if T&C is enabled, and if so we add it to our review page so that the buyer has to agree before they can complete the purchase.

That said, if you are sending people through the WC checkout even when they’re paying with Express Checkout, then yeah, they would be agreeing to the T&C there and should not have to agree again on our review page. Our plugin is supposed to be handling that sort of thing properly, and would leave that option out of the review page if the WC checkout is used. We haven’t had any other reports of problems with this, but we’ll certainly look into it.

When you get to the review page are you seeing the check box to agree to T&C? Or are you saying that you don’t even see the option to agree at that point, but the validation is still keeping you from continuing because it’s expecting such a check box to displayed and checked?

Thanks for the quick response! Very appreciated!

We do not use PayPal Express checkout, we use PayPal Payflow. This is so we can take credit card payments on our actual checkout page. We’re using the plugin simply because woocommerce told us to do so. The terms and condition box is located on the normal checkout page and must indeed be marked as “agreed” before proceeding to PayPal or buying the product with a credit card on the site.

The review page does not have the checkout box at all. It is only giving you the warning that they must approve T&C before completing the purchase. We have had multiple users unable to checkout with PayPal because of the review page not having the option to approve T&C.

Thanks again for the quick message!

Ann

Hi Ann,

Okay, now you’re confusing me a little bit. That review page is only applicable to Express Checkout. It would not apply at all to Payments Pro (PayFlow). If you’re choosing PayPal, you’re sent to PayPal to login and pay, and you’re then sent back to a final review page, then that must be Express Checkout.

Can you verify what theme you’re using? It sounds like maybe there’s a conflict with that which we’ll need to see if we can reproduce and get fixed.

Ugh I’m sorry!

I’m confusing myself too! I thought the PayPal Flow covered the credit card checkout AND the PayPal checkout but you are right, the issue we’re having is the PayPal Express Checkout.

Oh and I’m using Theme X from Themeco.

Website: https://www.moveu.com

It seems to be a paid theme. I don’t see a place to download it..??

Please submit a ticket here so that we can work more directly on this. If you could reference this ticket URL in that new ticket and provide a copy of the theme so we can attempt to reproduce the problem that would be great. Thanks!

Support Ticket Opened [#758023]

How do you want me to send you the theme? Also, I need a URL to assign a temporary license to or it won’t work for you.

Thanks so much for the support!

You can attach it to the ticket you create at the link provided above. Licensing is typically only required for automated updates and support, so as long as you attach the latest version we should be able to work with it to reproduce and resolve the issue without licensing it.

I tried, file is too large.

Do you have Google Drive or Dropbox you could put it on then? Then provide that link in our help desk ticket.

I actually pulled the entire site to a staging and switched over to woocommerce storefront theme and the issue is still there. So it doesn’t look like it is the theme that’s causing the issue. I’ll upload the theme to dropbox anyway though in case it is needed.

Thanks!

Well, we don’t have any other reports of this problem, and we are not able to reproduce it on our own sites, so there must be something unique on your site setup causing the problem. Can you try leaving the Storefront theme enabled and disable all your other plugins temporarily to see if the issue goes away then? Also, make sure you’ve cleared any caching / CDN tools as those can conflict with things like this.