We've just discovered a major bug on our site www.arteanafashion.com (theme: Showcase by Clean Canvas), resulting in carts disappearing through at least the following two paths:
a) add to cart -> view cart -> checkout -> product disappears (iPhone 6s, safari + perhaps other types)
b) add to cart -> view cart -> change currency -> product disappears (unknown mobile device, safari + perhaps other types)
On desktop and other mobile devices everything seems to be working fine so it's not always possible for me to replicate the issues.
However, some days we have 80-100 ATC with 0-1 purchases so I'm concerned that there are many more paths/devices where the carts end up disappearing.
Link to Hotjar to see issue b): https://insights.hotjar.com/r?site=2259963&recording=5179427607&token=b26682ef61fc7164a3bf3d8e8ba7ef... (skip to 6.30 mins)
With no technical background it is extremely difficult for me to understand how to troubleshoot this and if it's an issue with Shopify, Showcase theme or any apps installed.
I'd highly appreciate if anyone could guide us in the right direction.
Thank you so much!
I'm having the same issue. Losing lots of customers. I've made no changes to my site but it's happened suddenly. Shopify support just say it all works fine when they try it. But my customers say otherwise. I've even tried publishing an old version of my website from months ago but it hasn't made any difference so I know it's not due to any changes I've made.
My theme is Minimal v9.0. problem happens in Firefox on computer an mobile phone. works fine on Chrome on computer but when I try Chrome on iPad the problem happens there!! bizarre. doesn't make any sense. I'm not certain when i started but I would also agree it was early Saturday and possibly Friday judging by the lack of orders.
Yes please. I'm glad to hear (in a way) that someone else has the same problem as I've spent hours trying to identify the issue and found nothing wrong. i don't think it's theme related though as we have completely different themes. I'm also surprised that nobody else is having the issue if it's a Shopify-caused fault. the fact that even my months-old version of my website that i've re-published is also having the same issue definitely suggests it's being caused by something wrong with Shopify's checkout code (as we have no access to that or control over it).