Customers cannot checkout – invalid billing details after upgrade

Hi ozoneboy,

That’s interesting. I wonder, are you able to check if your database tables are in need of repair? That would be the first thing to check.

It is troubling that it only appears to occur intermittently. I would need to check what actually changed in our core templates between the versions you upgraded from, but I don’t think there was too much that would have caused something like this. Still, it may be worth overwriting your active theme templates with the core templates and seeing if that resolves the issue.

Another helpful debugging tool might be checking with these specific users to see what browser they’re running – and if they’re technically savvy at all, if they can check the Javascript console for any specific errors. That could be helpful.

Hopefully this gets us on the right track! I know stuff like this is super frustrating, but we should be able to see it sorted out.

Hi Justin,
Yes the database tables have already been repaired using phpMyAdmin (the WordPress method didn’t work). I’ve also checked my error logs and didn’t see anything there.

The users are not tech savvy but I’ve checked the records and two of them are using MacOSX Safari v5, one using MacOSX Safari v7 and one using an iPad (assume the browser is Safari). However, other customers are using Mac/Safari without issue.

I just logged into the affected customers and again the billings details appeared to have been cleared since their last order, however one customer’s details were saved okay.

Now for something weird:
I also just managed to reproduce the form validation error as follows:
– I added a product to the cart and went to checkout.
– my billing details were already filled out, so I deleted my surname which triggered the validator error when I submitted the form.
– I then entered my surname and submitted the form, but I got the validator error again even though it should have accepted it.
– I repeated the above – deleted name and got error, but this time when I re-entered my name there was no error (worked as expected).
– Now… after taking a break I went back to try to repeat the test again, only this time after I deleted my surname and left the field blank, the form processed and went through to the payment processor when it should have thrown an error!

There were no errors in the javascript console while performing the above test, and I was using Chrome on Mac.

I see there were substantial changes to wpsc-user_log_functions.php which includes the form validation so maybe that’s got something to do with it?

I can’t replace the theme files at the moment as most of this week’s orders come through today/tonight. I’ll test them either tomorrow or Friday.

Justin,
I have created a fresh ‘vanilla’ install of WordPress and WP eCommerce using Twenty Fourteen theme, tested, and managed to reproduce the problem.

It seems to be inconsistent, i.e. sometimes it works sometimes it doesn’t, however I have managed to reproduce the following issues multiple times, and more often than not:

In checkout
1) delete my surname in the billing details (required field) and submit order, get validation error; enter my surname correctly and submit order but get validation error again.

2) delete my surname in the billing details and submit order, it accepts the order.

In account profile
1) enter my surname (which was blank after deleting it in checkout), save profile, page refreshes but surname field is still blank.

2) change name but leave cursor in the text field, save profile but name doesn’t change.

Last night I had quite a few customers encounter these issues again. The main problem is that they get to the checkout and the form is blank, whereas previously it would remember their details, so they have to type everything in again which then triggers one or more of the above issues. Customers whose details are saved in the checkout form can submit their orders no problem.

I sense that some customers are getting a little frustrated so I’d appreciate it if you can give this some priority. Hope the info supplied helps.

Hi ozoneboy,

So – the only thing I was able to replicate here was the last name not saving when focused on in the account profile page. That’s a bug we should definitely fix.

Everything else, though, I wasn’t able to replicate (after multiple attempts).

I wonder, would you be willing to shoot me an email at justin at zao dot is? I’d love to help dig further on your actual environment to see if I can replicate the issues there.

Thanks!

Hi Justin,
I sent you an email the other day with login details for testing, I assume you got it okay? I’m also about to send you another with a link to some screen recordings of the issues in action.

In addition to the cart errors, the other concern is that customer billing details are only being saved when the order is submitted, or if entered in their profile, but 2-3 days later they are gone again. They login and there’s nothing in their profile and therefore the checkout doesn’t auto complete, so they have to enter everything again which sometimes then triggers the checkout issues.

Cheers, Grant.