Message in checkout settings

[Nowell]

Hi Shopify. We need help with this and the support chat is not working:

I tried the support chat but nothing happens when I click send. Can you contact me, please?

[Erin]

Hi, @Nowell. Thank you for that context! We can't contact you directly, but we're happy to help you out here. To resolve that issue you typically just need to click where it says "View pages". From there you should be brought to a page that allows you to Publish the replaced version of those pages and the notification you're seeing should be removed. If you still need help after trying that you'd need to contact us through the Help Center. I'm not seeing any reports of issues with the live chat at the moment so the issue on your end is likely being caused by something local to the device, browser, or internet connection you're using. In this case I recommend trying to contact us through the Help Center using a different device, browser, or internet connection (like your mobile data instead of wifi). 

[Nowell]

It is concerning that our business is hosted on your platform and you have no way to contact us directly. We used to be able to email support and that was taken away. Our bill remains the same though.

I got through to chat and did this so-called upgrade and then the checkout scripts stopped working causing more problems for our business. I have accepted that Shopify has taken a hands-off stance on everything support-related. This system is obviously still in BETA stages after you have been in business for decades. Every week I discover something new you have broken. Nothing has changed on our end, but things are constantly changing on your end to our detriment. Now who is going to fix this if you cannot contact us?

[Erin]

Hi, @Nowell. Since we are speaking over the Shopify Community and not in an authenticated support channel we cannot see your account here. Shopify also does not do outbound messages or calls. That being said, you can reach out to our support team through the available support options at any time through the Help Center. If you contact us through our support channels and authenticate your account we are more than happy to look into these issues with you. 

For this issue in particular, you can resolve it by following the steps I shared in my last post. If you have resolved that issue and are having trouble with something else, I recommend you contact us through the Help Center so we can help. I also wanted to share the Shopify Changelog with you. Shopify is always updating the platform and features available in the platform. You can stay up to date on any new features through that page.

[Nowell]

This is what your worthless support has done, nothing! Just look at the hour I spent in chat only to have them rudely cutoff the conversation:

17:43 Nowell : After publishing the new checkout page, my additional scripts no longer work.

17:43 Help Center Assistant: Hey there! If your additional scripts aren't working after updating the checkout page, here are a few things to check:

Syntax Errors: Ensure there are no coding errors in your scripts.
Script Compatibility: Verify that the scripts are compatible with the latest Shopify updates.
Correct Placement: Make sure the scripts are placed in the correct section under Settings > Checkout > Additional scripts.

Sometimes, a small typo or an update can affect how scripts run. Double-checking these areas usually helps sort things out! If you need more detailed guidance, you might want to check out Shopify's help page on additional scripts.

17:43 Nowell : Chat with a Support Advisor

17:43 System: Entered queue. Typical wait time ~5 minutes.

17:43 Help Center Assistant: You’re in line to chat with a Support Advisor! I’m still here with you to chat until you get connected. In the last 7 days, I've successfully solved over half of issues before an Advisor became available. When the Advisor comes on I'll summarize everything we talked about so we can help you as quickly as possible.

17:48 User Connection Message: User has connected

17:48 Chaitanya (Support Advisor): Hi, this is Chaitanya, your Shopify Support Advisor!

17:48 System: An advisor has joined the chat

17:48 Nowell : Hello.

17:49 Chaitanya (Support Advisor): Hi Nowell, I see that you're having trouble with your additional scripts not working after updating your checkout page on Shopify.

17:50 Nowell : Yes, In the Shopify

17:50 Chaitanya (Support Advisor): I understand that you've already checked for syntax errors, compatibility, and correct placement. Is there anything specific within these checks that you found confusing or need further assistance with?

17:50 Nowell : Sorry, in the Shopify admin it says I need to upgrade the checkout page. When I do that, it disables the additional scripts we have set in the checkout settings.

17:51 Nowell : So how do we publish the new page, but still use our checkout scripts which are being depricated accoridn to the message I see.

17:52 Chaitanya (Support Advisor): Thank you for clarifying, Nowell. It sounds like the issue is related to the upgrade process itself, which seems to be disabling your scripts due to deprecation.

17:53 Chaitanya (Support Advisor): What we can do is look for alternative solutions that are compatible with the new checkout version.

17:55 Chaitanya (Support Advisor): Additionally, Nowell, to help us determine if the issue is specifically with the scripts you're currently using, I recommend conducting a test.

17:55 Chaitanya (Support Advisor): You can create a new Line Item script in the Script Editor with just the basic line Output.cart = Input.cart. This script essentially does nothing but pass the cart as is, without any modifications

17:56 Chaitanya (Support Advisor): Once you've set this up, preview it on your Online Store. This process will temporarily disable all other live scripts, allowing us to isolate the issue.

17:56 Chaitanya (Support Advisor): If the checkout works fine with this test script, it indicates that the problem lies within the original scripts you were using.

17:57 Chaitanya (Support Advisor): This test will help us narrow down the cause and find a suitable solution for your updated checkout page.

17:57 Nowell : So I put this Output.cart = Input.cart in the new additional scripts box after publishing the new checkout page?

17:58 Chaitanya (Support Advisor): Actually, Nowell, you'll need to put the Output.cart = Input.cart line in a new Line Item script within the Shopify Script Editor, not in the additional scripts box on the checkout page.

17:59 Nowell : I am in the Admin and don't see a script editor.

18:00 Chaitanya (Support Advisor): It sounds like the Script Editor app might not be installed yet in your Shopify admin.

18:00 Nowell : let me install it.

18:01 Chaitanya (Support Advisor): https://apps.shopify.com/script-editor - here.

18:01 Chaitanya (Support Advisor): sure.

18:02 Nowell : When I try to install it, there is a message at the top "This app can't be installed" and the install button is greyed out.

18:03 Chaitanya (Support Advisor): I see, let me check into your account.

18:03 Nowell : It also states "Script editor will be removed and will no longer work on August 28, 2025"

18:04 Chaitanya (Support Advisor): Please allow me 2-3 minutes.

18:04 User Connection Message: User has connected

18:05 Chaitanya (Support Advisor): Thank you for your patience, Nowell. It appears that Shopify is phasing out the Script Editor app in favor of a new solution that will be integrated directly into the Shopify admin.

18:05 Chaitanya (Support Advisor): This is likely why you are unable to install the app.

18:06 Chaitanya (Support Advisor): Given this information, and the fact that your existing scripts are being deprecated, we need to transition to using the new tools provided by Shopify for handling scripts.

18:06 Chaitanya (Support Advisor): Please bear with me while I check more about it. Thank you.

18:07 Nowell : 👍

18:07 User Connection Message: User has disconnected

18:12 Chaitanya (Support Advisor): Thank you for being on the line, Nowell.

18:14 Chaitanya (Support Advisor): Are you still there? Just making sure we are still connected.

18:14 Nowell : I am here.

18:15 Chaitanya (Support Advisor): Thank you for being on the line, Nowell.

18:15 Chaitanya (Support Advisor): I am currently discussing this issue with our dedicated team to help you further. We're working on finding the best solution for transitioning your scripts to the new system.

18:16 Nowell : Ok, thank you.

18:18 Chaitanya (Support Advisor): Pleasure.

18:18 Chaitanya (Support Advisor): Thank you for your patience, Muhammad. I've reviewed your case with our team, and they have suggested that we forward it to them right away to expedite the verification process.

18:19 Chaitanya (Support Advisor): Apologies, Please ignore the above message, Nowell. Thank you.

18:20 Nowell : no problem. 😄

18:25 Chaitanya (Support Advisor): Thank you, I have highlighted our case ot our team and they are currently revving it, I am waiting for their response to assist you further with the steps.

18:25 Nowell : ok

18:35 Chaitanya (Support Advisor): Nowell, I've discussed your situation with our team, and they've provided some guidance on how to proceed. To quickly rule out any issues caused by your live scripts, you can create a new Line Item script in the Script Editor with just the following line:

Output.cart = Input.cart

This script will not alter any cart data but will allow us to see the storefront with all live scripts disabled.

18:36 Chaitanya (Support Advisor): Could you please try again with the link to install the app - https://apps.shopify.com/script-editor

18:36 Nowell : ok.

18:36 Chaitanya (Support Advisor): Sure.

18:37 Nowell : It is till giving the error and will not allow me to install the app.

18:37 Chaitanya (Support Advisor): Can you share a screenshot to me?

18:38 Nowell : sure

18:39 Nowell : Capture.JPG

18:40 User Connection Message: User has disconnected

18:40 User Connection Message: User has connected

18:41 Chaitanya (Support Advisor): Thank you for sharing the screenshot, Nowell. It seems like the issue might be more complex than initially anticipated.

18:41 Chaitanya (Support Advisor): Since the Script Editor app is being phased out and you're unable to install it, we should consider alternative solutions that are compatible with the new Shopify system.

18:41 Chaitanya (Support Advisor): Here's a link to more information about Shopify Functions and how to get started:
Shopify Functions Guide

18:41 Chaitanya (Support Advisor): Please take a look, and let me know if this could be a viable solution for your needs.

18:44 Nowell : I'm not sure actually. I don't know how to do any of that.

18:46 User Connection Message: User has connected

18:47 Chaitanya (Support Advisor): Nowell, I understand that transitioning to Shopify Functions might seem a bit daunting. Let me provide you with some more detailed information that could help clarify how it works and what it can offer for your store.

18:47 Chaitanya (Support Advisor): About Shopify Functions: Shopify Functions allow developers to customize the backend logic of Shopify, such as discounts, payments, and shipping options. Functions work by injecting code into Shopify's backend, which is then executed as needed during the customer journey.

18:47 User Connection Message: User has disconnected

18:48 Chaitanya (Support Advisor): Key Points:
- Function Input and Output: Functions use JSON for inputs and outputs, which you define through GraphQL queries. This allows you to specify exactly what data your function should handle.
- Development: You can write function logic in any language that compiles to WebAssembly, with templates available for JavaScript and Rust.
- Lifecycle: Functions are deployed within apps. Once an app with a function is installed on a store, Shopify can execute the function based on specific triggers during the customer journey.

18:48 Chaitanya (Support Advisor): Getting Started with Shopify Functions:
Here are a few tutorials that might help you get started:
- Build a discounts function
- Create a payments function
- Build a delivery options function

18:48 Chaitanya (Support Advisor): Developer Tools and Resources:
- Shopify Function APIs reference
- Language support and tooling

18:48 Nowell : I'm not a developer.

18:49 Nowell : I am just your customer who has business on Shopify.

18:49 Chaitanya (Support Advisor): Nowell, I completely understand that diving into development work might not be within everyone's comfort zone, especially if you're not a developer yourself.

18:50 Chaitanya (Support Advisor): To help you with this transition and to ensure that your checkout scripts are updated correctly, you might consider hiring a Shopify Expert.

18:50 Chaitanya (Support Advisor): Here is the link where you can find and connect with Shopify Experts:
Shopify Experts

18:50 Nowell : But this is a problem you have caused. Nothing has changed on our end and we don't have the money to hire someone.

18:51 Nowell : So how are you going to fix this issue on your end? We didn't cause this.

18:54 Chaitanya (Support Advisor): Nowell, I truly appreciate your position and understand the frustration this situation has caused.

18:54 Chaitanya (Support Advisor): Given the circumstances, let me explore additional options we might have to assist you directly from our side.

18:55 Nowell : When will our checlout stop working if we don't publish the new checkout page?

18:55 Nowell : chekout

19:01 Chaitanya (Support Advisor): Nowell, your current checkout will continue to function as it is until the mandatory upgrade date, which is typically communicated well in advance by Shopify. However, it's important to address these changes sooner rather than later to ensure there's no disruption to your service.

19:01 Chaitanya (Support Advisor): I will check the specific timeline for when the old checkout versions will be deprecated in your case and get back to you with the exact date. This will give us a clear timeframe to work within to resolve these issues.

19:02 System: Chat ended by advisor

[Nowell]

Now here is the worthless support I received after this was escalated to a higher worthless support team:

• Nowell
  3:07 pm
  Will someone be getting back to me with a solution?

  Asgard G
  4:12 am
  Hello,
  
  This is the Shopify Technical Merchant Support team following up on the situation you are experiencing with additional scripts in your Settings>Checkout that stop working after updating the checkout page to meet the new required standards for Checkout Extensibility before the upcoming August 13 2024 deadline.
  
  After this process, you seem to have lost access to the Script Editor tool which is also to be sunsetted soon.
  These changes are required to keep your store up to date with all the (current and future) functionality and improvements provided by Shopify as announced in our Shopify Editions `24
  
  Nevertheless, we understand that migrating to these new standards may require reconfiguring some of the features that will stop working soon (such as the scripts mentioned).
  With that said, we had a look at the scripts in your checkout page to provide you with the best pathway to update/upgrade each one of them in order to meet these new requirements and to future proof them against sunsetting.
  
  Currently your Scripts cover the following features:
  
  Supertime Delivery Method
  - This script seems to be part of your Supertime Delivery Date Picker app.
  - This is an app from our App Store, fully supported by their development team who can assist you reconfiguring this through the new Shopify Functions which are replacing the old scripts.
  - You can reach out to them via their Help page within your Store admin or via their Support Portal
  
  Google Customer Reviews and GCR Language Code
  There are a few options for you to configure Google Customer Reviews
  - You can follow a third party guide like this one here with the aid of Google's own documentation.
  It is important to note that the 3rd party guide (and these custom changes) are beyond the scope of Shopify's direct support, although the guide seems to have been recently updated to adapt to Shopify's latest changes as per the Author's own comment on June 19, 2024 11:02 am
  - Alternatively, you could simply use an app that provides this feature in an easy to set up way, like:
  https://apps.shopify.com/easy-google-customer-reviews
  https://apps.shopify.com/google-trusted-store-1
  
  Microsoft tag
  - To update your Microsoft tag to the new Shopify Pixels, you can use Microsoft's own free App:
  https://apps.shopify.com/microsoft-advertising
  - You can follow our official documentation
  - Or you could also explore (unsupported) custom workarounds like this one from our Community with the assistance of Microsoft's own documentation
  
  Google tag
  - You can follow this tutorial from our Help Center to Create a Google Tag Manager custom pixel.
  - Or you could integrate an app that can assist you with this such as:
  https://apps.shopify.com/atom-tag-manager-mate
  https://apps.shopify.com/analyzify
  https://apps.shopify.com/infinite-ads-tracking
  https://apps.shopify.com/google-tag-manager-app
  
  And of course if you require a more custom solution that can perfectly adapt to your business needs, enlisting the assistance of one of our Shopify Experts is always a good option.
  
  Hope you can find this information useful.
  Conversation closed due to inactivity. Thanks for contacting Shopify Support. For additional help, please visit help.shopify.com/questions.

  
  Thanks for your feedback.
  Nowell
  8:43 am
  It's not the Google tracking tag that is broken. It is the Google Customer Reviews Opt-in script. You failed to mention that here, which is my main issue. What do we do about the Google Customer Reviews Opt-in script?

  You reopened the conversation. A Support Advisor will reply as soon as possible. We'll notify you when they reply.

  
  Nowell
  8:45 am
  Nevermind. I see it now.

  Nowell
  9:35 am
  The solution for Google Customer Reviews doesn't work. The author of the page acknowledged it in his comment that you referenced. The sandbox environment is blocking the pop-up. He says it's not possible to use Google Customer Reviews in a customer event.
  So, we are back to the beginning. What are you going to do to fix this? We are not going to pay for an app to fix something that you broke. If you pay for the app, we will use it.
  This is his comment:

  
  Alex
  June 19, 2024 5:03 am
  Hi…. i cannot see the popup but the script is working. No errors in the console. But the new script element is created within an iframe. could that be the reason i can’t see the popup? I see this message in the sopify backend: “To increase security and stability, this pixel is executed in a sandbox”

  
  Reply
  Avatar for Joshua Uebergang
  Joshua Uebergang
  June 19, 2024 11:02 am
  The guide was updated very recently, but I believe you’re right. The sandbox has limitations that stop interface elements from being loaded. This includes modals and buttons. It’s very annoying and silly in the name of “security” when it’s loaded from Google. So I believe it’s not possible to have Google Customer Reviews through Customer Events.

  
  Interface changes are possible through Checkout UI extensions, which surprise, is limited to Shopify Plus.

  
  I’m aware of the Simsyspro app that does Google Customer Reviews, but it just prefills in some variables of the

  
  William
  3:49 am
  Hi Nowell,
  
  Thank you for raising your concern about Google Customer Reviews. I reviewed the escalated ticket, and according to the Tech specialist, the third-party guide provided is beyond the scope of Shopify's direct support.
  
  Here is the portion where the specialist provided a workaround for your Google Customer Reviews:
  
  Google Customer Reviews and GCR Language Code
  There are a few options for you to configure Google Customer Reviews
  - You can follow a third party guide like this one here with the aid of Google's own documentation.
  It is important to note that the 3rd party guide (and these custom changes) are beyond the scope of Shopify's direct support, although the guide seems to have been recently updated to adapt to Shopify's latest changes as per the Author's own comment on June 19, 2024 11:02 am
  - Alternatively, you could simply use an app that provides this feature in an easy to set up way, like:
  https://apps.shopify.com/easy-google-customer-reviews
  https://apps.shopify.com/google-trusted-store-1
  
  If this workaround does not help or does not align with your business needs, you can always seek assistance from our Experts. Should you have any other concerns or need further assistance, please don't hesitate to respond to this email. You can also reach out to us through our other support channels for immediate assistance. Click here to visit our help center.
  
  Thank you for your patience and understanding.
  
  Nowell
  9:36 am
  I didn't ask for assistance with that workaround. You shouldn't be suggesting solutions that you can't test or support. What are you going to do to fix this problem you caused? Are you going to pay for the expert? The expert can't fix this because your sandbox security does not allow pop-ups at the post-purchase page.

  .

[Nowell]

In the help center, the only option is chat. That is who caused these problems in the first place, so I am now going back to sit and wait for someone to give me more false information to cause more problems. This is ridiculous.