I am getting dozens of emails every week with customers saying, “Can you cancel one of the items in my order, I accidentally put 2 in my cart and I only want one.”
I figured it was just user error. But it happens every day and some of my more observant customers have let me know that it keeps automatically doubling their cart. My shipping manager checked it out and the problem of duplicate items happened to him too.
Shopify support had never heard of this, but I surely cant be the only one.
Thank you for reaching out and bringing this to our attention.
It’s possible that this issue was caused by a third-party app, such as an upselling or bundling app, that wasn’t set up or installed properly. Just to confirm, did your customers start noticing the issue after introducing a new app to your store?
If you’re not sure where the issue could be coming from, then the first troubleshooting suggestion is to try and isolate the problem using a different theme. To do this, simply install a fresh copy of any one of our free themes and check if the problem is persisting before installing any third-party apps or coding to the theme. If the issue doesn’t present itself on the new theme, then it’s likely the issue was caused by a third-party app and/or custom coding. In order to resolve this, you may need to review the installation processes for your apps and you can also get support from the app developers.
That being said, if the issue is persistent across themes, then it’s possible that the problem is more widespread and it looks like we will need to access your account in order to fix the problem. While we’re unable to provide account-specific support via the Shopify Community, we’d be happy to further assist you through live chat, email, or callback. Please visit the Shopify Help Center and log into your account to create a support request. If you need help reviewing your apps or installing a theme for troubleshooting, then we’d also be happy to assist you with this through our help center.
Once you’ve resolved this issue, I’d love to hear more about your business and share some resources to help you get started. What kinds of products are you selling? Do you have a marketing plan prepared for your store?