A small number of users unable to continue past registration step

-- HikaShop version -- : 3.2.2
-- Joomla version -- : 3.8.3

Hi,

we would be very grateful for some help with a rather mysterious issue we're having, sorry for the long post trying to give a clear picture.

Ever since updating to Hikashop 3 about half a year ago, a small percentage of our customers seems unable to get past the first registration step of the checkout. They say that nothing happens when they click the Register button (or Next button for guest checkout). No error messages, the page doesn't refresh, just nothing happens.

We've thoroughly checked our checkout page in all major browsers, on tablet and smartphone, and we've never been able to find any problems. We have some custom Javascript to check user input in the registration form, but no errors with it as far as we can see.

At first we thought it's probably just people unfamiliar with online shopping or making a mistake, but we keep getting the same messages that it doesn't work too often to be coincidence. We considered it might be customers using outdated browsers but they seem to use common and modern browsers like Chrome.
From the few customers who've called us, we gathered they don't appear to see our JS checks (that is, a red cross or green checkmark next to the address fields), which seems to indicate a JS error.

More confusingly, most customers we've talked to say when they tried the checkout again at a later time, it suddenly did work fine, while they didn't do anything different from before. (We really don't understand why it wouldn't work when they tried the first few times, but suddenly does work later)

So we don't really know what to do. We do have a lot of successful checkouts and perhaps only 1 in 50 customers seems to have this problem, but it's not nice knowing that some users are unable to check out and losing customers. Would you have any idea what the problem might be or perhaps have a look at our checkout to see if you can find any issues with it?

Website link is added to the post, just add any product to cart and go to checkout through the cart page or module. Thanks very much for any help.

Hi,

thank you for looking into it.
The error you see is a regexp check we added in our address custom field to make sure users don't forget their streetname + number. The only thing you were missing was probably a number in the "Adres" field, then it will accept without errors. We've also checked with Javascript turned off, and registration works fine and it continues to the next step.

Similar to what you said, we also cannot reproduce or find any issue, and for a long time we thought it must be the customers are doing something wrong or overlooking something. But it can't be coincidence, about once a week on average for many months now, customers write/call us with the exact same message that they try to register but nothing happens when they click the button. By now we're really 100% certain there is an issue somewhere for some customers, we just have no idea what it could be, which makes it quite frustrating.

We will continue to try and get as much information as possible from customers having the issue, but this is quite difficult as they generally don't have the technical know-how to provide us with useful info, or rarely reply at all because they've likely gone elsewhere.


Any other advice or tips on how we might be able to figure out this issue will always be helpful, thanks once again.

We've thought of the user session as well. For the last couple of weeks we've been monitoring our users through real-time analytics, and the last couple of customers who said they cannot register we can see that they never waited anywhere, they immediately went from product page to checkout and after trying a few times within minutes to our contact page, so unfortunately it doesn't look like it's related to the session either.

But we will try increasing the session lifetime and continue investigating, thanks for the help.