1968208 - payoneer.custhelp.com - "Topic" button it's not working

Status: NEW

(Web Compatibility :: Site Reports, defect, P1)

Description

[railioaie]

Environment:
Operating system: Mac OS X 10.15
Firefox version: Firefox 138.0

Preconditions:
Clean profile

Steps to reproduce:

1. Navigate to: https://payoneer.custhelp.com/app/ask/l_id/1
2. Click on Topic button
3. Observe

Expected Behavior:
The dropdown is displayed

Actual Behavior:
The button it's not working

Notes:

• Reproduces regardless of the status of ETP
• Reproduces in firefox-nightly, and firefox-release
• Does not reproduce in chrome

Created from https://github.com/webcompat/web-bugs/issues/157994

Comment 1

[Alice0775 White]

There seem to be two types of pages returned with that URL.

1. new style page : new AI-powered search assistant
2. old style page: How can we help you?

If the page is on the new AI-powered search assistant, the problem can be reproduced on Nightly140.0a1 Windows11.
However, if the page is old How can we help you?, a dropdown list will appear as expected.

On the other hand, in Chrome, dropdown list are displayed as expected on both pages.

Comment 2

[Dennis Schubert [:denschub][OOO, back Aug 11]]

That's a <button>, because <select> doesn't exist or something? In Chrome, that button has a click listener, it doesn't in Firefox.

Comment 3

[Sean Feng [:sefeng211]]

Attachment: div_as_buttons.png

I was unable to reproduce this.

We are talking about the clickables beneath that input box right, somehow they are <div> for me. hmm a/b testing or the site has fixed this? I saw they had click listeners for me. This was 20250527035423 on MacOS.

Can someone please confirm this is still the case?

Comment 4

[Sean Feng [:sefeng211]]

Dennis, are they still <button> to you?

Comment 5

[Alice0775 White]

Attachment: button element

I am on Windows11.
STR:

1. Goto https://payoneer.custhelp.com/app/ask/l_id/1
   --- Make sure that the page shows I'm the new AI-powered search assistant!.
2. Click on v icon in Topic field
   --- no dropdown appears
3. If the issue does not happen,
   Right mouse click on the url in the Library, Choose Forget About This Site...
   Then try from step 1.

Comment 6

[Sean Feng [:sefeng211]]

ah okay! thanks, I misunderstood the bug

Comment 7

[Sean Feng [:sefeng211]]

This looks like a site bug to me.

The site has the follow script to run when the page is loading

RightNow.Widgets.SourceSearchField = RightNow.SearchProducer.extend({
  overrides: {
    constructor: function () {
      this.parent();
      this.input = this.Y.one(this.baseSelector + '_SearchInput');
      if (this.data.attrs.initial_focus) {
        this.input.focus();
      }

this.input was null in Firefox, so this.input.focus() threw and stopped the script execution, hence the event listener failed to be attached.

Looking a bit closer, I see that this.input supposed to refer an element named #rn_SourceSearchField_3_SearchInput, which was the prompt input element in their old style How can we help you? version. Later on, the site would switch to the newer version new AI-powered search assistant, so that element was removed from the document. The site expected that #rn_SourceSearchField_3_SearchInput was there when the script was run, this was the case in Chrome but not in Firefox. When that script was run in Firefox, the document had switched to the newer version already.

I mean we could dive into their A/B testing code to see why Chrome was still on the old version when that script was about to run, however I don't think this worth the effort. I think how it works currently is error prone, so this is more like a site bug.