Customers Shopify Cart Always disappearing, having to consider a platform switch at this point!

[Key-Library]

Hello,

Website: www.keylibrary.co.uk

I am continuing to have frustrated customers emailing me reporting that their shopping carts keep emptying!

A large majority of customer in the niche that I sell in will add items to a basket over time and then purchase. I am losing a lot of business and money due to this.

Can this be fixed? I have tried finding the answer to this for a long time at this point and I am now considering switching platform entirely as this is no good.

Customers will also login to several devices to view and add to their baskets. iPhone, iPad, work phone, Laptop, Macbook, PC.

Please please please can someone help me or can I pay someone to sort this before we make the switch? This never happened on the previous platform. Thank you!

[niraj_patel]

Hello @Key-Library 
I had look over store and the functionality you created for add to cart "Login/register to see price" may be the cause to not adding products cart and empty the cart items.
Briefly i can let you know once i look over backend of the store.

[Key-Library]

Hey,

Thank you for responding! 

The ‘’add to cart "Login/register to see price" is a very new feature that has been added recently and the items disappearing in the cart was happening long before this, so I am pretty confident it’s not this addition. 

I really need to get it fixed though, please.

[niraj_patel]

Hello @Key-Library 
For fix the issue i need store access so i can check and fix it for you.

[Key-Library]

Okay, so what's the next step please? How do we discuss the fix, what needs doing and price please?

[niraj_patel]

Hello @Key-Library 
I have just requested as collaborator so please approve my request so I can look on store.
Please E_mail me on below requested id so we can discuss further there.

[NickBlack]

Hi there, hope you're well.

We understand your frustration as we are currently experiencing the same issue. 
Were you able to resolve this issue with @niraj_patel ?

[Key-Library]

Hey,

no resolution as of yet. Any way for us to chat about this further, Nick? WhatsApp? 

[Jarrod42]

We are having the same issue on Discounttackle.com. We completely changed themes to the newer 2.0 theme and are still experiencing the same issue. Every day the carts get emptied.

[Key-Library]

Hello,

I will be totally honest with you, I have wasted loads of time with multiple different people / companies who say they can 100% fix the issue but are unable to.

So I'm just letting you know that this issue very likely isn't fixable.

It's an awful issue as well for a shop front for baskets to just disappear. Very bad for business and annoying for customers. 

[Megan2023]

Hi I tried to add cart on site Discounttackle.com yesterday. And everything is there today in my cart. May I know how you solve this empty issue? I have same issue now and upgrade the theme doesn't help.  Thank you !

[Megan2023]

Hi， may I know if you have solve this issue? We have the same cart issue and we change a theme but the issue still there. Thank you. 

[Jarrod42]

We are going through great lengths to solve this issue. We have already tested the theme and that is not causing the issue. We believe its a mod causing the issue.

We should have it figured out soon

[Megan2023]

Yes, I have send to Shopify Support. They are checking too. I also hire experts but for now haven't fixed yet . The experts said the issue is not caused by theme too. Thank you for your reply. 

[Jarrod42]

Megan,

What of these aps do you have installed?

Collective (Retailer)

Rebuy Personalization Engine

Audiences

Shop Workflow Automation

Data Feed Watch Shopping Feeds

CustomerHub

Advanced Shipping Rules

Flow

Search & Discovery

Launchpad

Ouiteo: Sort and Hide Sold Out

Script Editor

Shopify GraphiQL App

Theme Access

Now in stock

Bing Shopping

Judge.me Product Reviews

OrderlyEmails

Metafields Custom Field Master

Klaviyo: Email Marketing & SMS

Affiliatly Affiliate Marketing

eDesk: All‑In‑One Helpdesk

Email

Skubana

[Megan2023]

Search & Discovery

Judge.me Product Reviews

Email

I know another store has same issue, and we both use Search & Discovery and Email. 

[Megan2023]

The search & discovery has these permissions 

Edit your Online Store

This includes: checking for web cookies and conversion tracking pixels, metaobjects, and metaobject definitions.

Now I suspect this APP.lol

[Jarrod42]

We had the issue prior to installing Search & Discovery. 

[Megan2023]

Last time I tested cart of your website Discounttackle.com and everything is there in 2nd day. I thought the problem has ben solved. But 3-4 days later the cart was empty again. 

I tried to work with two experts. No one has fixed it yet now. No reply from Shopify support either. 

[Sneiv]

I get frequent feedback from my customers disappearing carts also. Due to the nature of my products people will shop for several days before placing an order.... but then their cart disappears. It's costing me a lot of sales.

[Jarrod42]

Our issue was solved by the Shopify team.  I believe the issue was due to a lack of RAM on their server it was not an app or code causing our issue. We are a Shopify Plus customer.

[NickBlack]

Hi Jarrod, this is awesome news.
Could you perhaps put us in touch with a member of the team that could assist us? As we are still experiencing the issue.

[sue-feeno]

Hi, my customers are reporting this also, although I tried and it was fine. I also couldn’t see any abandoned carts for them after they’d attempted to order. 
I have some new aps

a review ap

and some seo aps, 

I really need help 

[MihuJ]

Hi, did you solve the problem?