Checkout not displaying correctly for some customers

Site URL: http://www.willowfloralstudios.com

Hi all,

We are having an issue with our checkout for only SOME customers. We offer delivery and pickup for our flower shop and for some people going to checkout takes them to the proper page that collects their email, shipping or pickup option, address, etc.

Some people get defaulted to a pickup order with the custom form fields we entered. It's a different page completely - and the only way they can get to the correct checkout page is to click "more payment options" below the Apple Pay button. 

The "wrong" checkout page still has my option to select "business" "residential" or "pickup". But when they select business or residential it still does not allow them to enter a delivery address, doesn't populate the delivery fee, and still processes their order as a pickup. Has anyone had this issue? Any feedback would be appreciated! 

On 9/10/2024 at 8:35 PM, willowfs said:

Some people get defaulted to a pickup order with the custom form fields we entered. It's a different page completely - and the only way they can get to the correct checkout page is to click "more payment options" below the Apple Pay button. 

Hi @willowfs 👋

Can you help me to understand your question as I'm not sure that I fully understand the issue to which you refer.

If it helps, here's what happened to me when I tried to use the site. 

The first thing I noticed is that Express Checkout is enabled. This means that users are send straight to the Checkout page whenever they click the Purchase button, giving you no opportunity to upsell any of the add-ons you've curated here:

I'd recommend disabling this feature so that users can add further items.

On the Checkout page, the Your Email step correctly prompted me for my email address.

In step 2, Delivery Methods, I was offered Shipping or Store Pickup and, just like in your screenshot, the default option was Shipping:

If I enter my address, the order then progresses as expected, prompting me for a shipping address before taking me to the Custom Checkout Form where the first field asks me "Business, Residential or Store Pickup".

If I manually select Store Pickup and then click Continue, I am also taken to the Custom Checkout Form. where I'm asked the same question. I would encourage you to remove this question as I think users will find it confusing, having already been asked whether they want shipping or pickup in an earlier question.

Also, in case you aren't aware, Squarespace now offers a Local Delivery option that can be used in preference to "Shipping" if you're doing your own deliveries.

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