Why is my checkout only saving customer email addresses?

[Jimmy87]

Has anyone else’s abandoned checkout stopped saving all the customer information over the last few days? We have not made any changes our end.

When working correctly it captured all of the customers details including the customer's name, address, telephone and email if entered by the customer. In the last few days however, regardless of how much information is entered by a customer we are only able to capture the customers email address regardless of how far through the checkout flow they are.

I’ve tested it extensively by completing the checkout flow all the way to payment and only the customers email address is stored in the abandoned checkout admin page, not even the customer's name.

Given the checkout is not customisable by us and is essentially a closed off section from shoplifty I can only point this to being a shopify issue. This is losing us valuable information as we use this to monitor resistance to shipping charges to certain addresses.

Also, as a marketing tool this creates friction for customers who wish to continue checkout after being sent a checkout link as the only information that is pre-filled in is their email address.

I have contacted shopify without any great success, any help would be greatly appreciated.

[Don]

Hi there @Jimmy87!

We're aware of reports of the behaviour you outlined here, and we're collecting instances for our technical team to investigate.

You mentioned you had already reached out for support via our Help Centre so that contact should have been escalated to the tech team internally already.

Would you have gotten a response to your support contact confirming this escalation?

[Jimmy87]

Hi @Don ,

Thank you for your reply. Well, that is at least a relief that it's not something I have done!

I have raised a support issue. I have been advised this will be escalated.

This is affected all of the stores I operate; can you confirm if this is affected all stores on shopify or just certain stores? It will certainly help me when providing support to some of my clients if I know if this is an isolated issue or not.

[Don]

Hi again @Jimmy87!

Thanks for getting back to me here and for confirming that your contact was escalated already.

We don't have any info available on which stores might be affected by this, as we're still gathering info.

I'd advise you to wait for an update on that escalated ticket, and you can address any queries you have by way of a reply to any update you get.

Let me know if there's anything else we can help out with while you're waiting!

[Jimmy87]

Thanks @Don ,

Having done a bit of looking around the first instance of this was reported on the 29/10 and has at least 8 new forum posts and a few posts on Reddit. After speaking to a number of other store owners today this is also affecting them, perhaps a note on the shopify status page (that's the first place I look) to help other merchants would be a good idea so people aren't creating new forum posts.

Thanks for your update.