Checkout not asking customer for address and not a...

AlexS55 · ‎12-19-2022

I designed a site for a client and she reported that her site is no longer asking the customer for their address AND it is not automatically adding sales tax to the order. https://www.3owltree.com

She said it suddenly stopped working earlier this year and she had just been manually contacting customers and asking them to pay the sales tax directly to her. I contacted Weebly a while back and they weren't able to help, so I'm starting this thread to see if anyone has ideas/thoughts.

I've tried everything I can think of - disconnecting square and back again, testing new items with a variety of settings, triple checking all checkout settings. I told her an option is to disconnect square and go to PayPal ... but she'd rather stick with square if we can.

HC_Charlie · ‎12-21-2022

Hello @AlexS55 thanks for your post. I checked out the website...it appears that items are only available for "Pick UP". When I go to an item to add to my cart, in gray letters underneath it says "available for pickup". And when I check out, the option to click on the button to SHIP items is not able to be selected. So I would go in and make sure the online store is setup to enable both pickup and shipping. Because shipping is not an option, then Square may not be asking customers for their address.

In regard to sales tax, that is often set to auto calculate based on the shipping location, so again, if shipping option is turned off, then sales tax won't calculated properly.

Go to your Square Dashboard > Online > Settings > Sales tax to check.

https://square.online/app/store/users/126405578/sites/122496413704188776/#/store/taxes

and go to Dashboard > Online > Fulfillment > Shipping

https://square.online/app/store/users/126405578/sites/122496413704188776/#/store/shipping

Something may have happened to turned these off if you just recently had issues with this. (sorry I can't explain what or if something may have happened.) I hope this will help fix your issues.

AlexS55 · ‎12-21-2022

Hi Charlie,

Thanks for your quick reply, I really appreciate it. Your suggestions make sense, except for two reasons - 1) I designed another site for a client - https://www.bestofthenorthwestart.org/platinum-nw-gallery.html and shipping is not available there either yet the checkout asks for the address and collects sales tax. 2) my client for 3owltree.com doesn't want to offer shipping, so I don't want to turn shipping on because that can't be offered as an option at checkout.

Everything was working as it was set up until it wasn't, so no setting had been changed. I know you don't know how what happened, I'm just hoping there's another solution (from Square or Weebly) instead of me having to rebuild her entire site and re-add a hundred items. Thanks for your contribution though, I appreciate your time.

HC_Charlie · ‎12-21-2022

@AlexS55Please try checking out this area in your dashboard:

https://square.online/app/store/users/126405578/sites/122496413704188776/#/store/checkout

It is Online > Settings > Checkout...and then scroll down to where it says Customer Inputs...and see if Collecting Buyers Address is turned on.

Checkout not asking customer for address and not adding sales tax