Automatic redirect to Homepage when clicking Tracking and Contact page

Store Design
, ,

Topic summary

Customers are being redirected from the tracking, refund policy, and contact pages to the homepage. The behavior is reproducible, including in incognito mode, on velvetbrush.shop using the Refresh theme.

Context: The store has run for three months without issue; the problem appeared only in recent weeks. The merchant suspects it may have started after installing one or two apps but cannot pinpoint when.

Initial guidance from support: check the .htaccess file for redirect rules (server-level redirects on Apache). Also inspect for JavaScript-based redirects using browser developer tools.

A responding partner reviewed and observed that every CMS page (content pages) and the track order page are redirecting to the homepage. They described it as a debugging issue rather than a theme limitation.

Action taken: The merchant granted store access to the partner (Navigate Commerce) to investigate.

Status: Investigation in progress. Root cause and fix not yet identified; no resolution reported.

Summarized with AI on January 5. AI used: gpt-5.
1

Hello,

I am running the Refresh theme succesfully for the last three months. However, since a few weeks customers have been emailing me with the complaint that the tracking page, refund policy and contact page redirect the customer to the homepage automatically. I find the same thing (also in incognito mode). I contacted support and they told me the following:

1.Check your .htaccess file: If your website is running on a server that uses Apache, you might have some redirect rules in your .htaccess file that are causing this issue.

2.Check for JavaScript redirects: It’s also possible that there’s some JavaScript code in your website that’s causing the redirection. You can use the browser’s developer tools to check for this.

Could someone help with this?

ps: the problem might have started with installing one or two apps, but I am not sure when the problem actually started so this is hard to pinpoint.

The URL is velvetbrush.shop

2

Hi @naomable ,

We can certainly help you with the issues. We have referred to the problem, and every CMS page and the track order page has been put up with the redirection to the homepage. It’s a pure debug to find the issue and resolve it.

Share the access to the store at partner@navigatecommerce.com if you want to get it resolved!

Best,
Priyal T
Navigate Commerce

3

Hello Priyal,

Thank you so much, I’ve sent you the invitation.

Naomi