Woo Commerce Checkout Page Issue

  • Resolved dirkdeegler

    (@dirkdeegler)


    6 years, 3 months ago

    Hello,

    When customers are trying to check out on my site, they are taken to the checkout page to enter their details, once entered, there’s a conflict and their payment is “declined” or showing a payment error message. Usually, after completing a payment a success or completed payment screen appears, but it’s being blocked…

    I’ve had Braintree, my theme’s developer, and Woo-Commerce look into this and Woo has come back stating there’s a conflict with Page Builder Site Origin. They disabled this plugin and the normal check-out worked.

    Can you look into this, please?

    Thank you!

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Support Andrew Misplon

    (@misplon)

    Hi @dirkdeegler

    Did Braintree or WooCommerce offer any further information? The testing done so far is a good first step but it’s only one portion of the troubleshooting process.

    To isolate the conflict, you’d ideally need to test with:

    1. A default theme like Twenty Sixteen.
    2. Only WooCommerce and Page Builder by SiteOrigin activated, all other plugins deactivated.

    That should give you a working baseline. Once a working baseline is established, you could then activate your theme and re-test. If the issue doesn’t re-occur you’d then activate your other plugins one by one, doing a test after each activation until the issue re-occurs.

    If you aren’t able to locate a specific PHP or JavaScript error, the above process is how you’d need to proceed.

    Thread Starter dirkdeegler

    (@dirkdeegler)

    Hello,

    They isolated the conflict to this plugin by creating a back up of my site and disabling the plugins one by one. They have confirmed this is the plugin causing the error.

    From Woo –
    Hi again,

    Thank you for your patience! We got this checked in details on a test copy of the site, and it turns out the problem is due to a conflict with the Page Builder by SiteOrigin:

    Screenshot
    Screenshot: https://cld.wthms.co/PAi62w

    If I deactivate this plugin on a copy and leave everything else as it is, I’m correctly taken to an order confirmation page after checkout:

    Screenshot
    Screenshot: https://cld.wthms.co/rtqXvg

    I’d recommend to let the plugin authors know about this – they should be able to get this resolved for you.

    Plugin Support Andrew Misplon

    (@misplon)

    Thanks for the feedback.

    We know that WooCommerce and Page Builder do work together. A large percentage of our user base makes use of the two plugins. The next stage of testing needs to follow the steps I’ve outlined above and start out with WooCommerce and Page Builder from a working baseline and then add elements until the issue reoccurs to further isolate the problem.

    Put another way, there is something unique to your installation that is causing a conflict with Page Builder. The steps I’ve provided are to locate what that is.

    Thread Starter dirkdeegler

    (@dirkdeegler)

    What do you mean? It’s already been established there’s an issue, why can’t you look into it further? Isn’t that what support is about? It’s your plugin causing the issue which has been CONFIRMED by Woo Commerce themselves!

    Plugin Support Andrew Misplon

    (@misplon)

    Hi Dirk, please, take a moment to slow down and bear with me here. I want to help you solve this issue, I’m trying to explain how that can be done.

    The information you’ve provided is that Page Builder stops WooCommerce checkout from functioning normally. I can tell you that’s not the normally the case, something else is happening in your installation. Once we know what that is, we can assist in resolving the issue.

    Here is a demo store running Page Builder and WoooCommerce and many other plugins, checkout functions without issue.

    The first step in support is establishing exactly what the issue is so that we can recreate it locally. Once we can recreate the problem locally, we can begin resolving it.

    In order for us to recreate the issue, you’ll need to let us know what’s causing the conflict between Page Builder and WooCommerce because, by default, that does not occur. The steps I’ve provided will allow you to do just that. The testing process is quick and could have been completed in the time we’ve been chatting. Is there anything we can do to assist you with testing?

Viewing 5 replies - 1 through 5 (of 5 total)
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