I have had messages from quite a few customers to say they cannot add items to my shopping cart. Some customers are still able to shop and add to cart as normal while others cannot. I do not know what has happened as I have not changed anything with the cart and some are repeat customers who have ordered without any problems in the past.
Please help as this is having an impact on my business.
Karlie here from the Shopify Support Team! I'm sorry to hear that your customers are having difficulty trying to place their online orders. Can you tell me more about what's happening and what your shop URL is? If the customers are receiving an error message - then be sure to let me know what that message is as well.
Try looking for any trends happening with these customers that cannot put through orders.
What you can do is try to run a test order on your own to see if you spot any issues when putting through your order. To do this you can follow our step by step guide, here. Let me know if you have any difficulty when putting through your test order.
Looking forward to hearing back from you!
I have tried a test order myself and it works fine for me to order and also other people I know. However a few customers have tried and all have the same problem. All customers are located in the UK and some are customers which have ordered before so there should not be an issue. All products are set a physical products. This is happening on new products and older products which have not been updated for a while.
my website URL is
Hello again, @threadedneedle!
Karlie here! Okay, are you customers able to add items to the cart but they aren't able to go through the checkout? Can you give me an example of a couple of products that people are having issues with purchasing?
No they are not able to add items to the shopping cart. The items that people have tried to purchase but cannot add to the cart are listed below.
Marl Grey Top Knot Hat
Blue Confetti Top Knot Hat
Monochrome Cloud Top Knot Hat
Mint Green Leopard Top Knot Headband
Mint Green Leopard T-shirt
Hue of Blue Puffball Playsuit
Hello, @threadedneedle !
Okay, thank you for getting back to me. I'm going to send you an email to the same email address you have attached to your Shopify Forums Community account. From there I can look into your shop for you and we can work on finding the reason why your customers are having difficulty. Be sure to reply back to that email so I can help you out.