How to fix an unresponsive checkout button on my website?

[californiaflowe]

Hello guys,

I saw that I am not the only one with this issue, but reading other posts did not solved my issue.

I have 3 clients a day minimum complaining that when they press check out button, nothing happens.

I tried to teach them to use the browser in incognito but, despite the fact this is not a proper solution, it didn't worked anyway.

Can you please let me know how I can solve this issue?
It happens with clients from multiple countries, on random products.

https://californiaflowers.ro/ 
You can even try yourself to add some products and click, for some of you might not work and maybe it will help figuring out where the issue is.


Thank you,
Fabian

[Shay]

Hi @californiaflowe 

Thank you for sharing those details and for sharing your store link for us to check. Unfortunately I was not able to replicate this issue on my end at this time. This is definitely a tricky one to troubleshoot! I have a few questions about the issue:

• Do the carts that have this issue checking out have the same or similar items in them?
• Does this issue happen on both the slide out cart and the cart page?
• Have you tried disabling the slide out cart to see if that resolves the issue?
• Does this happen when customers are checking out both customized products and uncustomized products?

You have a beautiful website and I can see that there is a lot of customization on the product pages so that customers can change up their order as needed. That creates a lot of steps in the process and that could be affecting the checkout button as well. Narrowing down if the issue happens on both the cart page and slide out cart will really help though! I have a strong feeling that the cart page is working while the slide out cart is not. 

[californiaflowe]

Hi Shay,

I'm sure we will struggle a bit to replicate and solve it, but unfortunately it's an important problem we can not ignore as we lose some money daily from it.

I will respond to your questions one by one:
1. No, there is no connection between the products. It can happen with different products not the same.
2. Here is a print screen from the client when it happened yesterday:

 When the client tried t click "finalizeaza comanda" button, nothing happened.
3. I disabled it now. Don't you think this will affect the conversion rate, sending them straight to cart rather than leaving them into the website to search maybe for different other products?

4.  We don't have unoptimized products. That is a selector we use for them to select the date and time of delivery.  My felling is that they might be a compatibility between something and a particular phone or browser or browser version. But it's just a feeling.

Please find bellow a lot more print screens from clients which were unable to finalise the order by clicking "finalizeaza comanda" button:

 

 

 

 

 

Thank you,
Fabian

[Shay]

Thank you for the screenshots Fabian! There is definitely a possibility that this is an issue related to specific devices or browsers. 

Narrowing down if it happens only on the slide out cart vs full cart page is a huge step in figuring out what is causing the issue. Are you using an app to create the delivery options for the products on the product page, or is that something custom built for your website? If it is an app I do strongly recommend connecting with the app developer to ensure that the app is properly integrated into your theme.

I did notice though that there is a lot of 404/broken code when inspecting the store in my browser. One that I saw consistently across your store was something related to "AvisPlus Auto Discount" and some issues noted by "AvisPlus Product Options". These were not the only 404/400 errors noted in the console. Every broken script left behind could absolutely be affecting your customer checkout experience. If you have a developer on your team, I recommend contacting them for a cleanup of any broken scripts/code to see if that will resolve the issue.

If you do not have a dev on your team you can definitely hire one, this is a common request that most developers should be comfortable with. Alternatively, you can refresh your theme by downloading a fresh copy of it from your theme provider and redesigning the storefront and page layout. This removes all broken code and allows your website to function without any errors.