customer postal code being rejected

  • Resolved izzi8181

    (@izzi8181)


    3 years, 8 months ago

    Hi,
    I’m not sure whether to post this here or in the general GetPaid plugin support area, but as I’m using Stripe I thought I would start here.
    I recently launched a new website, and for part of the service I take an annual subscription payment. I have had around 70 people sign up and pay with no problems, but today I received an email from one potential customer who told me they have tried to sign up and the site is telling them their postal code is invalid. My site is a local service, so just about everyone who has signed up is from the same area of Canada. I contacted Stripe, and they told me the problem was not with them; the user was not getting as far as Stripe – the problem was occuring with the validation before it was sent to Stripe. There is no record of the customer in my dashboard. Can you help me fix the issue with this customer?
    Thanks

Viewing 8 replies - 1 through 8 (of 8 total)
  • Thread Starter izzi8181

    (@izzi8181)

    I now have a second customer who cannot order because their postal code is being rejected. Hopefully someone can reply soon and help me fix this problem…

    Plugin Contributor Paolo

    (@paoltaia)

    Hi @izzi8181

    sorry for missing your request. As Far as I know GetPaid doesn’t validate zip codes, but I could be wrong and I need to double check with the devs team.

    Meanwhile, would you mind sharing a bit more details that might help find the culprit?

    We’d need a link to the checkout form that is showing this behavior, the rejected zip codes (at least one) and the error that the users are seeing, possibly a screenshot.

    If you don’t feel comfortable sharing these info here, please create a support ticket at https://wpgetpaid.com/support and we’ll take it from there.

    Thanks

    Thread Starter izzi8181

    (@izzi8181)

    Thanks for the reply. I contacted Stripe before I contacted you and they told me the issue was nothing to do with them – the transaction was not even reaching Stripe, it was being rejected before that. They had no record of the declined transactions.

    I can’t provide a link to the form because it appears as a pop-up window, but it is from this page: https://maritimeartinfo.com/mailing-list/ I know that at least one of the people chose the $10 subscription option, so that is definitely having the issue. I have had lots of other people buy this subscription with no problems.

    The postal codes are B0P1K0 and B0M1B0 . I can’t provide a screenshot as I haven’t seen the error myself, and my customers are not very technically minded so wouldn’t know how to provide one! One person told me they were told their postal code was ‘incomplete’ and the other said they were told their postal code was ‘incorrect’. If I can get any more specific information I will post again.

    Thanks

    Plugin Author Stiofan

    (@stiofansisland)

    Hello,

    The stripe JS API has basic zip/post code validation. Basically it can tell the country from the card number and can validate the format. I have seen this error only when doing testing and trying an american style zip on a UK card number.

    Ref: https://stripe.com/docs/js/element/postal_code_formatting

    Can you ch3ck with your customers if this may be the issue?

    Thanks,

    Stiofan

    Thread Starter izzi8181

    (@izzi8181)

    Hi,
    No it’s not that; these customers are from Nova Scotia Canada, with cards from local banks, and Canadian postal codes.

    Thanks,
    Isobel

    Plugin Author Stiofan

    (@stiofansisland)

    Hi Isobel,

    I can find a few reports of this but it all seems to relate to the bank https://www.ads-software.com/support/topic/stripe-checkout-postcode-validation-for-canada/

    If you wish you can open a new support topic with us and add “FAO: Stiofan” and I will pick it up and we can check further. https://wpgetpaid.com/support/

    Thanks,

    Stiofan

    Thread Starter izzi8181

    (@izzi8181)

    Thanks Stiofan I will do that; I’m confused about why Stripe were insistent this was not a problem related to them when I contacted them!

    Thread Starter izzi8181

    (@izzi8181)

    Deleted this comment – couldn’t find the contact form to submit a support request but have worked out that I had to register before I could see it!

    • This reply was modified 3 years, 8 months ago by izzi8181.
Viewing 8 replies - 1 through 8 (of 8 total)
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