Common reasons for a cash register to stop working

An order is usually stopped at checkout because required information is missing, the value does not pass validation, or the conditions for the selected payment or shipping method are not met. Correct the information indicated in the error message before attempting a new attempt. Skipping validation can pass incorrect customer, payment, or shipping data to the order and integrations.

Check the basic requirements of the checkout

The order will stop at checkout if any of the basic shipping requirements are not met. The person placing the order must be logged in, there must be products in the shopping cart without a blocking cart error, and both a payment method and a shipping method must be selected.

The additional field for the selected payment method or delivery method must also be filled in. Pickup point delivery requires the selected pickup point, the delivery method based on the customer agreement, the contract information, and e-invoice, both the operator and the e-invoice address. The checkout also blocks a payment method that has been disabled or blocked by the customer.

The customer's address and contact information must complete checkout validation, the customer must be authorized to order, and any minimum order limit must be met. An organization's viewer role, a customer's blocking flag, or a country restricted to business customers only can also prevent progress.

Check the required customer and address information

The order will stop at the checkout if the required customer or address information does not pass validation. Required information is first name, last name, phone number, street address, postal code and city. If a separate billing address is used, its first and last name, street address, postal code and city are also checked.

The company and company tax ID are validated together: if either is provided, the length of both and the country-specific format of the tax ID can be validated. The state or province is optional, but the filled value is validated.

Typical problems include a phone number that is too short, a missing street address, an incorrect postal code, and a postcode that is too long. Remove extra instructions, two fields of information combined into one, and other characters that do not belong in the actual address from the address field.

Compare values to centered length limits

The number of characters in the customer and address fields is compared to the centralized length limits. Of these, the cash register directly uses the mandatory name, phone and address fields, as well as the company, tax ID, state and separate billing address fields, as appropriate. The limits for email, reference and e-invoice address belong to the same field rule register, but they should not be interpreted as the same final length check in every checkout path.

Length alone does not guarantee validity. The company's tax ID is checked against a country-specific rule when ID validation is enabled in the store.

Correct the stored address from the customer

A saved address may appear in customer information and still block the checkout. Final checkout validation checks the shipping and billing address used in the order session, not just the existence of a line in the address book. A previously saved address may be incomplete, or the checkout may need additional information due to the selected shipping method.

The merchant can correct the information in the Customers view of the Control Panel. Open the customer's card, check the primary phone number, and open Address Book . Edit the shipping or billing address used with the order and make sure the correct address is set as the default. In the case of e-invoicing, also check the customer's e-invoicing address and operator.

The customer can correct the corresponding information in their own customer account or in the checkout customer data editing. Make the correction to the address that the checkout actually uses and start the payment or delivery selection again if necessary.

Check payment and delivery details

Additional payment and delivery method information is only checked based on the selected method. If e-invoice is selected, both the operator identifier and e-invoice address must exist. If the delivery method shows a pickup point field, the pickup point value and identifier must be selected. A delivery method based on a customer agreement requires agreement information.

If the error is resolved by changing the payment or delivery method, don't immediately conclude that the original method is technically broken. First, check its own additional fields, methods blocked from the customer, and whether the method is still in use in the store settings.

Check country, zip code and minimum order limit

The order will stop at checkout if the country and postal code for Finland or Åland do not match. Åland postal codes start with 22. The Finnish country code is not valid for a postal code starting with 22, and the Åland country code is not valid for any other postal code.

The minimum order limit can be different for domestic and international orders. The checkout compares the shopping cart subtotal to the store setting MINIMUM_ORDER_VALUE_NATIONAL or MINIMUM_ORDER_VALUE_INTERNATIONAL depending on the country of delivery. If the limit is greater than zero and the subtotal falls below it, the regular customer's order will be blocked.

Check the limit value in the Settings view of the Control Panel with its exact code. Do not change the limit just because of one incorrect cart until you have verified the delivery country, price tax base, and shopping cart subtotal.

Distinguish between a data error and a technical error

A checkout stop is likely a data error when the notification names a field, the missing information is found in the address or billing, and the order continues immediately after the correction. The same applies to a situation where the selected payment or delivery method's own field is left blank.

File a technical error report when all required information has been verified but the order does not proceed, the report does not identify the problem, the same error occurs for multiple customers, or validation rejects a valid value. A subsequent error in the integration or payment service should be distinguished from the checkout validation that occurs before the order is created.

Collect a secure error report

A secure error report from the checkout requires an accurate event description. Record the customer ID, possible order number, time, selected payment and delivery method, visible error text, the value of the field associated with the error in a safe delimited format, and the expected outcome.

If necessary, attach a screenshot, but mask out personal information, addresses, phone numbers, billing information, and payment identifiers. Also, let us know if the error occurs with another customer or with a different shipping or payment method. This will help support narrow down the issue without removing checkout validation or transferring unnecessary customer data to the support channel.