Payment Hanging Error

We're currently having an issue with the Captcha on our checkout which is resulting in some orders hanging on the payment processing spinning wheel (see below). Unfortunately the error isn't likely to be fixed until we upgrade to the updated version of our eCommerce platform. The issue seems to primarily affect Safari which is unfortunate as a lot of people order via iPhone/iPad. I've appended some examples of the type of message received from customers when the error occurs in this thread.

This issue generally results in the customer not knowing whether the order has gone through or whether the payment has been processed. You'll need to double check that the order hasn't gone through so they don't end up placing the order twice:

• 1. Copy and paste their name and/or email into the search in BigCommerce

  2. Hit Enter and see whether any of the results match their name and have a date matching the date of the enquiry.

  3. If there isn't an order that matches the name,email and date, you'll need to let them know that it hasn't gone through and suggest they try using a different device and/or browser. There's a canned response for these enquiries that can be used call Payment Hanging. Highlight the pre-loaded text in the response field, click on the little book above the response field and select Payment Hanging from the drop down and click the Insert button.

  4. Hit the Reply button under the response field.

  5. If trying a different device and/or browser doesn't work and they still wish to place an order, the enquiry can be escalated to me (Beer Cartel Staff).

https://drive.google.com/file/d/1GMIjP8wPsxXn3gnDSx4Dmp-6Er4KshCC/view