Intermittent customer checkout problem

[Ggib]

Hi,

Not sure what is going on with our site but every so often we get feed back from customers complaining that they cannot complete a purchase. The problem seems to be that they can put  the item in the basket but upon trying to pay they cannot proceed through the payment procedure.

Any ideas as to what may be going on?

[Dirty Butter]

Are they ghost or registered customers? If they have address information, does it appear to be correct? We occasionally get people who put state abbreviations in the zip code box and other oddities.

[bsmither]

Unfortunately, "upon trying to pay they cannot proceed through the payment procedure" involves a number of steps. We would need to have a better idea of where in this series of steps the problem actually occurs.

[Ggib]

As we are using Paypal Express all their address details are held at Paypal and therefore they should not have to enter their details at all on our site to make a purchase.

The problem occurs once they have put the items into the basket - they then cannot actually get to the checkout page at all to be able to enter any details anyway.

 

[Dirty Butter]

Are the View Basket and Checkout Buttons on the Mini-Basket, but they don't work, or does clicking take you to another page??

[Ggib]

Upon clicking the checkout the customer is informed "this page cannot be displayed". 

It it only seems to happening for non UK based customers!