Why are some customers unable to complete their checkout?

gpa2023
Excursionist
15 0 5

Hi, 

 

Anyone experiencing the error: 

 

The shipping options have changed for your order. Review your selection and try again.

 

Customers cannot check out. Some can check out.

Website: https://guineapigsaustralia.com.au/

 

The issue is the same as others experienced in this thread - however there was no resolution: https://community.shopify.com/c/shopify-discussions/customers-unable-to-checkout/m-p/1777479

 

 

Replies 7 (7)

OneCommerce
Shopify Partner
253 19 108

Hello @gpa2023 ,

 

Sorry for what you've been suffering. In this case, we highly recommend you contact Shopify Support team. 

Provide them as many details as you can, they may give you the proper solution.

 

Let us know if you find out anything.

OneCommerce team.

OneCommerce - The Ultimate eCommerce Solution Platform
We offer 12+ solutions to help increase traffic, maximize conversion rates and generate better revenue for more than 500,000 eCommerce merchants worldwide.

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gpa2023
Excursionist
15 0 5
Thank you

Unfortunately they have done tests and cannot find any issue. They advised
to change the checkout to classic but there is no way I can do this as
default?

Iris
Shopify Staff
820 67 100

Hi @gpa2023 ,

 

Thank you for reaching out!

 

I’m sorry to hear about these issues. I understand it’s far from ideal to have your customers contact you about issues on the checkout. I’d be more than happy to help you to get to the bottom of this.

 

To understand the issue better I’ll need to ask you couple of questions first. You said this happens only to some customers, not all. Did you notice a pattern - as in something that those customers have in common like same shipping country, buying same product(s), using same discount, etc?

 

Also, do you have any discount related apps  or shipping rates apps installed? If yes, please let me know what are the names of the apps. Thank you!

Iris | Social Care @ Shopify 
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gpa2023
Excursionist
15 0 5
Thank you, I've actually made everything free shipping and it still occurs.

No apps. I've removed all discount codes. It happens for every abandoned
checkout I have this error is appearing.

I'm at a loss on what more I can possibly do on my end to fix this issue.
Do you need some examples of checkouts?

ajsmith227
Visitor
2 0 0

Did you ever get to the bottom of this? I am having the same issue.

gpa2023
Excursionist
15 0 5

The issue was there for 9 months until it was recolved by shopify technicians. I still do not know what the error was. I am now having another error with shipping yet again. Different this time but similar circumstance. 

Iris
Shopify Staff
820 67 100

Hello, thanks for reaching out. I'm sorry to hear you are experiencing similar issues with your checkout. 

 

Ensuring a seamless checkout process is crucial for a store as it directly impacts customer experience, trust, conversion rates, and more. For that reason, we absolutely want to investigate this for you. While I would love to do it here, I do not have access to your store's specific information over Community due to our strict authentication policy. However, we’d be happy to continue assisting you through our Help Center. Please visit this link and log in to your account to create a support request.  

 

 

Iris | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog