Our store has been open for about 14 months, going great! Typically when we get a customer on the phone with a "your site isn't working", it turns out to be user error (imagine that!)
So, today i received a call from a customer who "couldn't check out". (using IE7) After going through the normal troubleshooting, we found that she had successfully made it to Step 3 of Checkout (Checkout Confirmation). However, she claims that when she clicked on the "Confirm Your Order" icon, it took her back to step 2. I was a bit skeptical, so i asked her to do this again, and it happened again. When i looked in "who's online", her page status was changed from "checkout_confirmation" to "checkout_payment", so it seems she's right. however, I have been unable to replicate this issue. Anything that should have prevented a successful checkout stops them before they get that far (invalid cc, under minimum order $, etc) i've placed several subsequent test orders, with no problems. I was thinking maybe it was some issue with paypal trying to go back/forth but
a) she says she was using cc, not paypal
b) i've also placed a test paypal order, no problems.
anyone heard of or experienced a similar issue?
i suppose i might ask her if we can log in under her account and play around with replicating the error if necessary - but that doesn't exactly scream "professionalism", now does it. :)
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