Why do customers get redirected when using discount codes on checkout?

[DavidJNG]

Dear Sir or Madam,

It seems like Shopify has a random issue with users payments.

If they use a discount code and click the "Submit order" button, they automatically get redirected back to enter the payment details.

If they try to buy it again, the procedure loops and they get redirected again and again. After a few minutes of waiting it works for some customers, but for others not.

It is a very random behaviour.

Does anyone has an idea why it is happening?

[Victoria]

Hi there, @DavidJNG.

Welcome to the Shopify Community and thank you for sharing your question here.

Thank you for detailing the issues that are occurring with your checkout.

To gather a bit more context, could you advise on the following:

• Is this checkout issue affecting all customers?
• Does this issue only occur when using a discount code?
• Could you check if abandoned carts have been created and view the payment events so we can see what payment gateway was attempted?
• Have you or your customers attempted the checkout on a different device, browser or incognito mode?
• Does the issue occur after clearing the cache and cookies?
  
  

Could you also share your store URL so we can take a closer look to try and replicate the issue?

Looking forward to hearing back and would love to learn more about your online business!

[DavidJNG]

Hello Victoria,

thank you for your message!

Is this checkout issue affecting all customers?

No, it is not. Some users are able to buy without any issues on the first try.

Does this issue only occur when using a discount code?

I am pretty sure that more users with a discount code habe this error than users without a discount code. But I can not tell, if that only happens to users with a discount code.

Could you check if abandoned carts have been created and view the payment events  so we can see what payment gateway was attempted?

Yes, abandoned carts have been created. After selecting an abandoned cart, I can't see the payment details. But I know that the customers tried with Credit Card as well as PayPal.

Have you or your customers attempted the checkout on a different device, browser or incognito mode ?

Yes, they did, but no luck.

Does the issue occur after clearing the cache and cookies ?

I didn't advice the user to do that, because I think Inkognito mode already has fresh cache and cookies. So therefore I would assume, that it still occurs after clearing cache and cookies.

Store URL: https://shop.bot-em.io

Thanks for your help!

Best regards,

David

[Victoria]

Thank you for the additional context and information, @DavidJNG.

Could you kindly share your store password as it's password-protected.

It looks as though this may be a local troubleshooting issue as some customers are affected. 

For a faster response time, you can create a support request via the Shopify Help Center. Our team will be able to authenticate your account and take a closer look at your admin and troubleshoot the error. I recommend providing our support team with the abandoned cart links so we can look into what orders were affected and if there are any additional error messages.

[DavidJNG]

Hi Victoria, 

Thank you for your answer. I contacted the support team and the issue got forwarded to the technical support. 

Best regards 

David