Well, I’m feeling crazy after talking to support about an issue we are having. The issue is that customers who pay later are getting confused because, on the payment processing page, the shipping says ‘free’ however it is not, and it IS being added to the final amount due. Also, on the order status page, right before the payment processing page, everything looks correct. I will add screenshots of both pages to illustrate the issue.
Would someone mind looking this over, and taking a look at the support conversation? What do you think? Something is clearly not working right… I don’t understand why support is acting like everything is working normally.
Thank you for the screenshots and I definitely understand your concern. Something is definitely off with the checkout flow and the shipping costs. If the shipping was free or included in the price then we wouldn’t see the different order totals between the “Subtotal” and “Total including Shipping”.
I am not able to directly review open tickets myself but I would definitely like to have your ticket reviewed and make sure we get you the answers you need. Can you please share your ticket number here for me?
Thanks for the ticket number @sofiaee . While we aren’t able to directly view your store backend through the community forums my technical team said they believe this issue is related to a third party app or theme customization that has altered that experience.
Are you using any apps that manage these orders or affect product pricing/shipping? If yes, you will want to connect with those app or the developer who assisted you in making changes to your checkout for further troubleshooting.
If you were to roll back changes to your theme or remove the affected apps then the product and shipping price at the checkout should return to normal.
I’ve spoken to the developers from both Wholesale Gorilla and Bespoke
Shipping and both have told me that it is due to a Shopify issue as apps
cannot adjust the checkout or payment pages. I’m not sure which app would
have this ability.
I know that is not an easy spot to be in when one support is saying to contact another support for further help. If the checkout has been customized, either by an app or manually then our support is limited. Customizations are made at the discretion of the account owner and our theme support and technical support are not able to troubleshoot that.
I recommend duplicating your theme file to create a backup point and slowly roll back changes made to the checkout. Uninstalling apps you are not using and making sure there is no broken code left behind. You can roll back theme code changes in the theme file editor by following these steps: Editing theme code · Shopify Help Center .
I always recommend setting a backup copy of your theme as your live theme when making changes like this, this way as you are troubleshooting the theme you are not affecting the customer’s live experience. Alternatively, you can put up your password page on your store until you have the issue resolved.
