Checkout Configuration

User Tracking & Understanding error mesages on the checkout

The payment form on your checkout is loaded directly by your payment gateway (Stripe, eWay, Afterpay, etc.) not by your Flower Store In a Box website. Think of it as a frame on the page that connects your customer`s browser directly to the payment provider.

This direct connection is how all modern payment gateways work. It prevents card details from ever passing through your website, which protects you and your customers from fraud.


What you can do here

  • See active visitors and what pages they are viewing
  • Track visitor journeys through your site
  • Identify popular pages and drop-off points

Step by step

  • Go to Orders -> View Pending and Search for the  order
  • Click on the User Tracking button 
  • Browse current and recent visitor sessions.

What this means when errors occur

Any error message shown in the payment form comes from the payment gateway, not from your website. Flower Store In a Box cannot see or control those error messages.

When a customer enters their card details, the information goes directly to Stripe (or your gateway) and never touches your website servers. Stripe then sends back a token, which your website uses to process the payment.

Common reasons customers get payment errors

  • Local firewall or security software Some antivirus programs, VPNs, and corporate or university networks block the JavaScript that loads the payment form. This is the most common cause of repeated failures for one customer.
  • Browser cache When a browser tries to speed things up by loading from cache, the payment script sometimes does not load correctly.
  • Browser extensions Ad blockers or privacy extensions can prevent the payment form from loading.

What to tell a customer who keeps getting errors

  1. Try a different browser (e.g. switch from Chrome to Safari, or vice versa).
  2. Try from a different network mobile data instead of home or office wifi.
  3. Disable browser extensions, particularly ad blockers.
  4. Clear the browser cache and try again.

If the problem only happens on one device or network, the issue is almost always something local blocking the JavaScript.

Payment form not loading in manual orders

If you are taking a manual order through the dashboard and the payment fields do not appear, the Stripe script has not loaded in that browser tab. Opening the manual order in a new browser tab usually resolves this. This is a browser caching issue, not a platform issue.

Related articles

  • User Tracking & Understanding error mesages on the checkout
    Why payment errors happen at checkout and what to tell a customer who keeps having trouble paying.
  • Dashboard Logs
    View system logs and error records for your website and dashboard activity.
Added: 2025-09-30  •  Last updated: 2026-07-08
Was this page helpful?