Customers can’t add shipping info or checkout

Alaysia
New Member
1 0 0

I had a customer message me saying that when she tries to check out the item it will let you add in your information but when you click “continue to shipping” button it won’t go to the next steps it just keeps reloading the same page. I’ve went back and made sure my shipping and rates were set up properly and even made sure my payments were set up properly but after hours of trying I still haven’t been able to solve the problem. I am new to this so I’m not sure if I am still doing something wrong or not. I really need help.

Reply 1 (1)
Summer
Shopify Staff
162 38 38

Hey, @Alaysia! Welcome to Shopify Community!

From what you're describing it sounds like your customer is experiencing a local issue. Local issues are issues unique to them, triggered by something in their device or their surrounding circumstances. This is highly likely because even if there's a problem with your shipping rates, they will still be able to get to the shipping page at the checkout, and an error will appear there. Since they can't get to that page, something local could be causing the problem.

We can confirm that the issue is local to them when you replicate the steps they followed to get to the issue and the issue doesn't happen in your device. You can try to copy their cart and enter their details at the checkout. If you're able to get to the shipping page, then it's a local issue. You can then suggest they go through the local troubleshooting steps below.

If the issue happens in your device as well, then it's something we need to investigate and we’ll need to access your account in order to resolve it. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Summer | Social Care @ Shopify 
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