Incomplete Orders

I get emails from customers that say they can't check out at least once a day.

Specifically they get stuck on the shipping rates portion of the one page checkout. FYI - I have added the latest update of Jquery / product files concerning the issue.

But when I go to look at the customers incomplete order it doesn't exist. At first I thought the customer was lying and just wanted an excuse to place a phone order (not a big deal, we will take your money in whatever way you want to transfer it.)

To the point:

Is there a way to get to the onepagecheckout.asp and not result in an incomplete order if abandoned?

It seems that most phone calls or emails from customers that claim there is an issue 50% of the time don't have an incomplete order to back up the story.

Any ideas???

At what point does the saved cart get moved to "incomplete?"

Thanks

I also get occasional emails from customers with the same problem. One was received yesterday, saying:

In the checkout screen, you check your billing info, then tick to agree the terms and click Continue. The screen changes but there's no way of continuing! My browser is IE8.

It appears that the Delivery Address section is not appearing, or that it does not have a Continue button. The order does not get as far as being saved to the database. I have asked the customer for more details but he has not responded; this is not the first time I have received this complaint.

We have also received phone calls that customers don't see the continue button and they get stuck at billing info screen. They always seem to be using paypal.