Checkout / Continue Button issues?

Message Topic Search Topic Options Post Reply Create New Topic Printable Version Translate Topic

   Anyone else running into this? Just us ...or maybe a browser upgrade affecting more customers than just our own?Over the last 5-10 days, we've had a surge in the # of customers calling/chatting/emailing about problems with checkout. Specifically, they hit the "Continue" Button in onepagecheckout, and then they are stuck in a loop.   We're on v. 4.6.  We haven't made any changes recently that we think would affect our online store.
One/some customers simply didn't notice that after they hit "Continue", they were in the white-space limbo low down on the page, and just needed to scroll back up to see the next section of checkout. It may be a page-anchor isssue with certain browsers/versions. This doesn't happen to me in Chrome, but it used to happen to me with IE. 

The "you need to scroll up" issue was NOT the problem for some of the others though. We're not sure what they were running into, and our sales staff forgot to ask what browsers they were using.

Best description is this note that a customer sent in with a hard-copy order we received today: 
I tried to process the "check out" of my on-line order for over an hour. I was logged in, but could not get past the page of Name, address, etc. I clicked "continue" an on the "arrows" - but it just came back to the Name & address page - over and over. I tried logging off and back on - each time retrieving my order. Then, I tried your chat room - 20 minutes - got nowhere - he just asked if I was logged in and if I clicked on "Continue". There are too many items to phone this order in; I would have e-mailed it - but, you do not accept them. So, I am forced to "Snail Mail" it!
(We don't accept emailed credit card #'s due to the PCI issue.)Not sure if the "arrows" are a default icon, or something we put in place of a default icon. They are just under the "continue" button in checkout, pointing downward (i.e, "keep going, you're almost there!"), on the right side of the section headers. 

Author	Message Topic Search Topic Options Post Reply Create New Topic Printable Version Translate Topic
Polly Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 26-August-2008 Location: Spokane Status: Offline Points: 7	Post Options Post Reply Quote Polly Report Post Thanks(0) Quote Reply Topic: Checkout / Continue Button issues? Posted: 01-October-2012 at 7:50pm
	Anyone else running into this? Just us ...or maybe a browser upgrade affecting more customers than just our own? Over the last 5-10 days, we've had a surge in the # of customers calling/chatting/emailing about problems with checkout. Specifically, they hit the "Continue" Button in onepagecheckout, and then they are stuck in a loop. We're on v. 4.6. We haven't made any changes recently that we think would affect our online store. One/some customers simply didn't notice that after they hit "Continue", they were in the white-space limbo low down on the page, and just needed to scroll back up to see the next section of checkout. It may be a page-anchor isssue with certain browsers/versions. This doesn't happen to me in Chrome, but it used to happen to me with IE. The "you need to scroll up" issue was NOT the problem for some of the others though. We're not sure what they were running into, and our sales staff forgot to ask what browsers they were using. Best description is this note that a customer sent in with a hard-copy order we received today: I tried to process the "check out" of my on-line order for over an hour. I was logged in, but could not get past the page of Name, address, etc. I clicked "continue" an on the "arrows" - but it just came back to the Name & address page - over and over. I tried logging off and back on - each time retrieving my order. Then, I tried your chat room - 20 minutes - got nowhere - he just asked if I was logged in and if I clicked on "Continue". There are too many items to phone this order in; I would have e-mailed it - but, you do not accept them. So, I am forced to "Snail Mail" it! (We don't accept emailed credit card #'s due to the PCI issue.) Not sure if the "arrows" are a default icon, or something we put in place of a default icon. They are just under the "continue" button in checkout, pointing downward (i.e, "keep going, you're almost there!"), on the right side of the section headers.
	~~ R&T systems director

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 01-October-2012 at 11:03pm
	Hi Polly, I ran a test order up to the point of payment and I did experience the "white space limbo" you describe. I have not seen that on stock PC sites before. I suspect an issue with customized CSS there. The gentleman with the mail in order describes something different, and it sounds exactly like the IE 9 JQuery update issue, but the site appears to have this patch installed.

Polly Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 26-August-2008 Location: Spokane Status: Offline Points: 7	Post Options Post Reply Quote Polly Report Post Thanks(0) Quote Reply Posted: 02-October-2012 at 12:05pm
	Thanks! We'll see what we can do.
	~~ R&T systems director

razor150 Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 29-May-2008 Status: Offline Points: 7	Post Options Post Reply Quote razor150 Report Post Thanks(0) Quote Reply Posted: 02-October-2012 at 1:15pm
	The only css file we have any real changes to is pcHeaderFooter.css, the rest are stock or close too. Could it be that one? We do have the IE9 jquery fix.

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 02-October-2012 at 3:10pm
	Hi @razor150, As an off the cuff guess, it is more likely to be something there (headerfooter.css -- overall site design) than not. Try using Chrome's inspect element to see if you can find it. I could be wrong, it's just an educated guess. If you can't find it, I'll try to find some time to find it tomorrow.

razor150 Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 29-May-2008 Status: Offline Points: 7	Post Options Post Reply Quote razor150 Report Post Thanks(0) Quote Reply Posted: 02-October-2012 at 6:26pm
	Thanks Sean, I used the Developer tools and really didn't see anything. I had some mime errors from a tracking code from Alive Chat and a banner image at the bottom of our page about our SSL cert, but nothing from our CSS. I coded that out for the checkout page in case that is causing the problems. The other error I was getting is for his moz-border-radius: 5px; For an unknown property name from jquery-ui-1.8.9.custom.css. Edited by razor150 - 02-October-2012 at 6:37pm

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 02-October-2012 at 6:54pm
	Hi @razor150, I had another look at this, and vis a vis the "white space limbo" issue, I think that it's not that there's any actual problem with JQuery or CSS or anything like that. It's just that there's a very long list of customer fields (all of those check boxes) ... so, I've I'm scrolled all the way down and hit the continue button, the accordion collapses back up above the fold. This is exacerbated by having such a long left column. Maybe the best way to deal with this would be to remove the left column and go to a two column layout for OPC (see: http://wiki.earlyimpact.com/productcart/storefront-opc#optional_layouttwo_columns) As for the other scenario, it sounds exactly like the IE 9 JQuery issue, but that patch is installed and I can't reproduce that one ... so don't know what to suggest there.

razor150 Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 29-May-2008 Status: Offline Points: 7	Post Options Post Reply Quote razor150 Report Post Thanks(0) Quote Reply Posted: 02-October-2012 at 8:06pm
	Thanks again. I appreciate the help. I will look into that. Maybe all we need is a format change. Our left column can be rather long, especially if you have viewed a lot of items. Edited by razor150 - 02-October-2012 at 8:09pm
	Todd Sellers Rings & Things

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 02-October-2012 at 8:14pm
	Just to clarify: I didn't mean to suggest removing the left column from the site -- just from the OPC. I also think the two column layout for the OPC is preferable if one's design has enough width. No problem with a 1000px wide with (for 1024 resolution), but it does need at least ~ 900px. The OPC was modeled on Gap.com, which has the order summary details on the right. We always launch sites with this format for the OPC.

razor150 Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 29-May-2008 Status: Offline Points: 7	Post Options Post Reply Quote razor150 Report Post Thanks(0) Quote Reply Posted: 03-October-2012 at 5:00pm
	I know you only meant the OPC, so no problem. :) Thanks again.
	Todd Sellers Rings & Things