Also, I had the same customer do a second order from his computer, same card, and everything worked correctly. Still something funky about phone browsers.
Our apologies for the delay on this, we are seeing a very high volume of tickets at the moment,
There is a JavaScript script that is involved in adding that fee to the checkout, so most likely I believe that's where the issue originates - it sounds like in some cases / browsers it is not running, or encountering some error, and the checkout thus goes through without that fee.
This is not something I am able to reproduce in local site tests and we've also not had any other reports of similar issues - so I believe most likely there's something on your site, perhaps an error, or some kind of conflict triggering this. It could also be related to caching or to any plugin that optimizes performance, as such plugins can affect how scripts work for performance purposes.
To troubleshoot this, I need to be able to test this in more detail on the site and check for errors.
Is it possible to share a backend login to the site / staging site, so we can test?
Or if not, at the least we would need link to that kind of payment link / invoice on your site, so we can test on a few devices (I understand this only happens for admin-created invoices, but not in the regular checkout right?)
When a customer pays for an invoice (I created in admin) from their safari browser on an iphone, the fee is not being added.
Hi Brian,
I looked into this a bit now and ran some tests on our local test site but I cannot really reproduce the issue.
On your site, I do not see the issue on the normal checkout with iphone/safari, but it might be different for invoices paid via payment links.
I think a possibility is that it's some kind of caching issue. I am not sure what kind of caching / optimization setup you have going on.
Is it possible to share a backend login to the site / staging site, so we can test?
Or even just a link to that kind of payment link / invoice would help, so we can check if we can reproduce the same problem.
Kind regards,
Stefan
Still seeing this happen. This is what I got from the customer when the charge failed:
I'm using a Samsung cell phone, the browser is Chrome I believe and the card is a Wells Fargo card business platinum card.
Also, I had the same customer do a second order from his computer, same card, and everything worked correctly. Still something funky about phone browsers.
Had another Cell phone pay out not work: I used an android. And most likely chrome.
This time it was micrsoft edge that it did not pick up the charge on a discover card
Is anyone even looking at this ticket?
Hi again,
Our apologies for the delay on this, we are seeing a very high volume of tickets at the moment,
There is a JavaScript script that is involved in adding that fee to the checkout, so most likely I believe that's where the issue originates - it sounds like in some cases / browsers it is not running, or encountering some error, and the checkout thus goes through without that fee.
This is not something I am able to reproduce in local site tests and we've also not had any other reports of similar issues - so I believe most likely there's something on your site, perhaps an error, or some kind of conflict triggering this. It could also be related to caching or to any plugin that optimizes performance, as such plugins can affect how scripts work for performance purposes.
To troubleshoot this, I need to be able to test this in more detail on the site and check for errors.
Is it possible to share a backend login to the site / staging site, so we can test?
Or if not, at the least we would need link to that kind of payment link / invoice on your site, so we can test on a few devices (I understand this only happens for admin-created invoices, but not in the regular checkout right?)
Kind regards,
Stefan
Hmmm... I have not tried this with the sandbox site. Let me see if I can create some test orders for you.
as to admin only... not 100% certain as we get very few original user created orders right now. I'll have to watch for that.
We are in the mode of billing remaining balances now.
I have also installed a cache plug in today and directed it not to cache login, cart or check out pages. I'm trying to see if that makes a difference.