Why aren't products staying in the cart on my website?

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Why aren't products staying in the cart on my website?

ECN
Visitor
2 0 0

Our website are not showing products in the cart when you have added them. When you go back to the cart to check by clicking on the cart icon, then all of sudden it shows that something is in your cart. If you try to checkout the item does not show in cart again or go to another page it does not show. 

A customer contacted me that they could not order because the items would not stay in the cart, so I tested on my mobile phone and they were right. How to fix this? We have not changed anything, so not sure why this is happening.

Accepted Solution (1)
Erin
Shopify Staff
1060 136 171

This is an accepted solution.

Hi there @ECN. Thank you for sharing that information!

 

I've taken a look at your storefront on mobile (using an iPhone and Android) and I was able to add products to the cart and get to the checkout without any issues with the product disappearing from the cart. Are your customers still experiencing this?

 

If so, I would recommend reaching out to our live support team on this page. While I'm not able to see your account details over the Community, our Support Advisors will be able to see more detail on the attempted orders and your account. You can request support by following these steps here:

  1. Start on this page.
  2. Log in to your account.
  3. Select a topic most related to your question or problem.
  4. Review the suggested articles and guides or continue to the support options listed under the articles and guides.

Please let me know if you have any questions in the meantime!

Erin | Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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View solution in original post

Replies 5 (5)

Erin
Shopify Staff
1060 136 171

Hi there @ECN. I'm happy to look into this with you! This definitely shouldn't be happening and I completely understand the impact something like this can have. 

 

I just have a few questions to make sure I have a good understanding of what's happening. Once I have more information I can suggest some next steps to resolve this. 

  • When did your customer first contact you about this issue? Have you ever had issues with your cart before?
  • Is this happening for every customer or are some customers still able to place orders?
  • Is this happening when you try your checkout using a desktop computer or laptop as well? Or is this only happening with mobile devices?
  • Would you be comfortable sharing your store URL so that I can test it out on my end? 

I'm looking forward to hearing back so we can troubleshoot this further. Please let me know if you have any questions in the meantime! 

Erin | 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

ECN
Visitor
2 0 0

Hi Erin,

It was just noticed yesterday. I never had any issues before with the cart or website. It seems to be just happening on mobile only, from my test. I have only been able to test different iphones.

My store url is: https://elitecreednatural.com

 

Thank you for looking into this for me.

Erin
Shopify Staff
1060 136 171

This is an accepted solution.

Hi there @ECN. Thank you for sharing that information!

 

I've taken a look at your storefront on mobile (using an iPhone and Android) and I was able to add products to the cart and get to the checkout without any issues with the product disappearing from the cart. Are your customers still experiencing this?

 

If so, I would recommend reaching out to our live support team on this page. While I'm not able to see your account details over the Community, our Support Advisors will be able to see more detail on the attempted orders and your account. You can request support by following these steps here:

  1. Start on this page.
  2. Log in to your account.
  3. Select a topic most related to your question or problem.
  4. Review the suggested articles and guides or continue to the support options listed under the articles and guides.

Please let me know if you have any questions in the meantime!

Erin | 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

Smiley882
Visitor
1 0 0

I am having the exact same problems. When I hit on add to cart the order shows up in the cart,but when I go to checkout the cart says empty. Please help .  Fine Treasuresusacom.com

Victor
Shopify Staff
2571 236 545

Hi @Smiley882,

 

Thank you for getting in touch. Would you be happy to share your storefront URL with me here so I can take a look for myself? Is this happening on desktop, mobile, or both?

Victor | 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