Checkout issue i

Valadotshop
Visitor
3 0 0

I have technical issue. 

 

Once I want to buy more than 1 unit per item, number goes back to 1. Basically I cannot buy more than 1 unit per item. 

 

This is very critical, I would like assistance ASAP please!

 

Thanks! 

Replies 5 (5)
Imogen
Shopify Staff
Shopify Staff
1278 142 232

Hey there, @Valadotshop

 

Thanks for reaching out to the Community with your situation here!

 

Usually when this is happening, it's often a coding error with the theme you're using in your store. I just have a couple of questions I want to ask so I can gather some additional information to confirm my suspicions: 

 

  • Can you provide me with a link to your website so I can test this functionality myself?
  • What theme are you using in your Shopify store? 
  • When did you notice that this was first happening in your store?
  • Have you recently installed any new applications?
  • Can you confirm for me that this is happening on your cart page, which is the page just before the checkout? 

Once you've gathered the requested information, please reply to this thread so I can continue assisting you with resolving this situation. 

Imogen | Social Care @ Shopify 
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Valadotshop
Visitor
3 0 0

Hi dear, 

 

Thanks! 

 

Please find my answers below:

 

  • Can you provide me with a link to your website so I can test this functionality myself? www.vala.shop 
  • What theme are you using in your Shopify store? I am not sure about this, as it was done by someone we paid. 
  • When did you notice that this was first happening in your store? 2 weeks ago. We started operating this website 1 month ago. 
  • Have you recently installed any new applications? Not that I am aware of. We are only maintaining it. 
  • Can you confirm for me that this is happening on your cart page, which is the page just before the checkout? This is happening when I to to cart page, where the option of entering QTY is shown. I cannot put any number but 1 there. It will not allow me. 


    My other issue is with subscriptions. Once you enter the email, there is no "Thank You" msg at email not at website for the subscriber. How can I change that? 

    Thanks! 
Imogen
Shopify Staff
Shopify Staff
1278 142 232

Hi again, @Valadotshop

 

Thanks for your quick reply! 

 

Your website looks great! I took some time to go to your cart page and checked out the quantity functionality. It looks like the number doesn't update beyond the number '1', but if you type in a different number, the quantity does change once you're in the checkout. This is odd, however, because you would expect that the '1' would update to reflect the amount that's being asked for. You can see the price change for the product on the cart page when you type in a new number other than '1', if you wanted to see this for yourself. 

 

This functionality makes me very confident that this is a theme issue, so determining the theme you're using is important so we can figure out the best place to go to get you support for fixing this. Please login to your Shopify Admin, and navigate to your sales channels. Click 'Online Store' and then click on 'Themes'. From there, you should see the name of your live theme. I would love to know the name of the one you're using. 

You mentioned that you had someone hired to help you build the store. Are you able to contact this person again to see if they can assist you with this? If this person designed your website, they would have been working with your theme coding and therefore, know the coding of your theme best at this time. Also, there are some applications that may impact your cart page not updating quantities. You mentioned you are only 'maintaining' the website. Does this mean that other people have access to the store and are able to download applications whenever they please? 

 

In terms of your subscription situation, I just want to clarify what seems to be the issue. When a person signs up as an email subscriber, are you expecting there to be a 'thank you' email sent to that person directly? I just want to be sure I know the exact issue here. 

I hope to hear from you soon with the name of your theme and the additional information requested. 

Imogen | Social Care @ Shopify 
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Valadotshop
Visitor
3 0 0

Hi Imogen,

 

Thanks! 

Please find my comments in red. 

 

Your website looks great! I took some time to go to your cart page and checked out the quantity functionality. It looks like the number doesn't update beyond the number '1', but if you type in a different number, the quantity does change once you're in the checkout. This is odd, however, because you would expect that the '1' would update to reflect the amount that's being asked for. You can see the price change for the product on the cart page when you type in a new number other than '1', if you wanted to see this for yourself.  Thanks! Exactly, I would like to remove this issue. I want our clients to be able to shop as many as possible without having to do it manually. 

 

This functionality makes me very confident that this is a theme issue, so determining the theme you're using is important so we can figure out the best place to go to get you support for fixing this. Please login to your Shopify Admin, and navigate to your sales channels. Click 'Online Store' and then click on 'Themes'. From there, you should see the name of your live theme. I would love to know the name of the one you're using. Theme name is FLEX STUDIO.

You mentioned that you had someone hired to help you build the store. Are you able to contact this person again to see if they can assist you with this? If this person designed your website, they would have been working with your theme coding and therefore, know the coding of your theme best at this time. Also, there are some applications that may impact your cart page not updating quantities. You mentioned you are only 'maintaining' the website. Does this mean that other people have access to the store and are able to download applications whenever they please? Yes, by mistake, one of our team has tried to download The Big Commerce App. Hopefully, that did not affect. 

 

In terms of your subscription situation, I just want to clarify what seems to be the issue. When a person signs up as an email subscriber, are you expecting there to be a 'thank you' email sent to that person directly? I just want to be sure I know the exact issue here. I would like to enter email, and after entering is it shall appear "Thank you" at same page on the website. When i enter my email, it does not register it nor respond with thank you. 

 

Thank you! 

 

Pamela

I hope to hear from you soon with the name of your theme and the additional information requested.

Imogen
Shopify Staff
Shopify Staff
1278 142 232

Hi again, @Valadotshop!

Thanks so much for all of the additional information!

I researched the name of the theme you provided and it appears that the theme is made by one of our Theme Partners, Out of the Sandbox. You may be able to reach out to them for assistance with fixing this issue, as it could be a big with their theme coding. You can reach out to our Shopify Support Team, make them aware that this is going on, and they can reach out to Out of the Sandbox with you to have this issue addressed. 

 

I don't suspect that the BigCommerce application would impact your cartpage, but it's difficult for me to say for sure. Since someone from your team added this application, have you since deleted it? If you haven't, I'd delete the app and see if the cart page begins working as expected.

 

Something else I also want you to test is seeing if the cart page works in fresh version of one of our free themes. Here is a link to our Supply Theme. Download this theme to your store, and go to 'Online Store > Themes' and click 'Preview' next to this theme. Navigate to the cart page and try to adjust the quantity. If it works, we know for certain that this issue is theme related.

 

Your email request may be something that your Flex Studio theme is able to do. I would go to 'Online Store > Themes' and click the 'Customize' buttom for your live theme and see if you can find the section related to Email Subscriptions. Since your theme is third party, I'm not to familiar with it's back-end so I can't say exactly where this information may be. This functionality will likely require a coding change, so making this request to the person who worked on your store previous, or researching some of the email marketing applications in our Shopify App store, could help you achieve this. 

 

Test out that Supply Theme cart page and let me know if the page works. If it does, then we know that your next steps are to reach out to our live support team for a hand-off to the theme developer. You'll also be able to get more information regarding the email subscriber functionality from the developer, as well. 

Imogen | Social Care @ Shopify 
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