postcode/ZIP code on the billing page error

We are currently experiencing a significant issue with our WoodMart theme that is affecting our sales and causing considerable inconvenience to our customers. Specifically, when customers enter their postcode/ZIP code on the billing page and click the “Pay Now” button, an error message appears stating “Invalid postcode / ZIP.” This issue is not permanent but occurs frequently enough to impact our overall sales performance.

Error Image Link : https://drive.google.com/file/d/1HfW7YWcb6JAna0v6CCRR_p5m56I9EgAM/view?usp=sharing

This problem has been reported by many of our customers, and it is leading to a decline in our sales as customers are unable to complete their purchases. We kindly request your immediate assistance in resolving this matter to ensure a smooth and error-free checkout process for our customers.

Please let us know if you require any additional information from our end to diagnose and fix this issue. We appreciate your prompt attention to this matter and look forward to your swift resolution.

Hello,

Thank you so much for contacting our support center.

To better assist you, could you kindly test the functionality with default WordPress themes such as TwentyTwenty or WooCommerce Storefront? This will help us determine whether the issue stems from our theme or elsewhere.

Regards

I appreciate your suggestion to test the functionality with default WordPress themes such as TwentyTwenty or WooCommerce Storefront. However, due to the current high traffic on all 3 of our websites, it is not feasible for us to switch to these themes at this time.

Previously, we used the Electro theme without encountering similar issues. Since transitioning to the WoodMart theme, we have faced these problems consistently across all our websites. Given the significant traffic we are experiencing, moving to a different theme for testing purposes could disrupt our operations.

Is there an alternative way to diagnose and resolve the issue without switching themes? We would greatly appreciate any assistance you can provide to address this matter while keeping our sites fully functional.

In this case, you need to create a staging development copy of your website. There, you will be able to do such kind of experiments without any harm to your production website.

Kind Regards

Thank you for your suggestion.

We have created a staging development copy of our website to test the functionality, but we are still facing the same issue. We kindly request you to look into this matter.

We appreciate your prompt attention to this issue.

Please send us your staging website admin access and keep all plugins that are not related to our theme temporarily turned off.

Thank you for your response.

Please note that this issue is temporary and affects only some customers, not all. This makes it very difficult to identify and diagnose the root cause. so please diagnose the theme files

We need you to provide us with your admin access and exact list of steps on how to reproduce this issue on your website.

Please note that this issue does not occur consistently. We have been monitoring it, and it happens to some of our customers who use the prefill address. The problem is more severe for these users, so you may be able to replicate the issue by using the prefill address.

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Please provide us with an exact list of steps on how to reproduce this issue on your website.

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