Checkout problems since beginning of September

Technical Q&A
1

Dear Shopify (users),

For a brief summary, see the lowest part of this post.

Shopify has been the number one platform for me for several years when it comes to E-commerce. However, in recent months there have been a lot of problems that cause me and many others to doubt whether this is the best platform.

The current problem I am running into is that some customers cannot checkout on my shop. My conversion rate has dropped very hard, that while the input on my marketing platforms is exactly the same. Therefore, I am convinced that there is a problem during checkout. I have also received emails from customers that they could not proceed to checkout because they got the following error; saying “there was a problem with our checkout”. This also results in more than 1 abandoned checkout per customers, sometimes I can see 5-6 for 1 person.

I have contacted Shopify support 10x already but they can’t do anything for me. Support has already created 3 tickets in the past few weeks but still NO response from Shopify. Right now we are in the starting blocks of Q4 and many sellers are ready to pop. However, that is not going to happen if the checkout is not fixed.

There was a fix going around on these forums to adjust some code in the cart.liquid, however this does not work at all.

Chances are that I and others will look for other webshop platforms. I would like to avoid that because Shopify is still the best in my eyes. How well known is this problem at Shopify and are measures already taken?

Summary;

  • Checkout problems since early September

  • Multiple (2-5) abandoned checkouts per customers

  • Ignored by Shopify helpdesk

  • Google Tag manager fix doesn’t work

  • Losing a lot of money

  • Desperately looking for solutions

  • Q4 is coming, this needs to be fixed!

What I tried to fix it (none of it worked);

  • Change cart liquid files to /cart

  • Remove all apps that interfere with my checkout

  • Target Android users only

  • Target IOS users only

Main questions;

  • Is there a fix for the checkout bug already or is Shopify working on a fix?

  • Do you experience checkout problems? Are you already in contact with Shopify? Please post below

3 Likes
2

What theme are you using ?

3

Debutify

4

We’ve given up on attempting to get help with this issue and are moving across to WooCommerce.
I’ll update you to see if the difference is noticeable, and if our orders go back to what they were.

1 Like
5

Thanks Gabby,

Please let me know if that works better, it is so weird that the technical support from Shopify can’t find any reason why the problems are occuring

1 Like
6

We’re having the issue since August 31st and we lost more than a 100K in sales. We are still having the issue and Shopify doesn’t have a clue. It took almost 3 weeks for them to finally acknowledge the issue. On sept 18th, I received an email from support that the issue was fixed, as they rolled back an older version. Our conversion rate really improved for 4 days, and then back to square one. I have a friend that has a Shopify store that has the exact same issue as well

2 Likes
7

Hi

are you able to re-create any issues? I cannot get any error messages etc but google search console is telling me there is something wrong … too many people exiting at checkout page

8

We will try to recreate it internally, but haven’t been able yet. Will keep you posted. In the meantime, we should spam their twitter to raise the flag

9

just noticed your email - are you based at ponderosa in Wakefield ?? Citigroup? If so i know the site well and my It company friend has a business there … small world.

I can neither re-create any bug despite lots of testing … its infuriating

10

I’m actually in Canada! Here’s my website: goodprotein.ca

Do you mind sharing yours? Maybe we can identify some similarities that can cause the issue like a custom cart or something

11

Hi

I will do some practice runs and see if i can get it to bug out and report back ..

likewise - have a god with our site and see what you can find out … www.bingleyfencing.co.uk

Thanks

1 Like
12

Thanks for the replies guys! 550 views on this thread and only a few answers lol. I am 100% sure more people experience these problems

13

jeanclo what’s your website URL?

14

Are guys using Shopify Payments?

15

my url is https://bespokeskintechnology.com

did anyone else notice the message in admin today saying there was an error with Facebook that could be affecting sales?

16

No I am using Stripe