Hi all,
I’ve had numerous customers complain that their cart automatically empties itself at checkout after they’ve reached about 50 line items. No idea why this is happening or what the cause of this glitch is, but I need help to have it fixed ASAP as it is very frustrating so any help or input on how I can fix this would be greatly appreciated.
my store is ajcraftsupplies.com
thank you!
Hi @ZeeChan ,
Your cart is a feature of the theme you are using, so I’d like to know: is it a free Shopify theme you’re using or a third-party theme? The type of theme you’re using will determine the level of support I can provide.
Have you made any edits to the theme? If so, were any of those edits to the cart itself?
If you haven’t made any edits, did you add any apps to your store recently that you suspect might affect your cart?
I tried walking through the checkout process with 51 products and could not replicate the issue myself, so perhaps you have resolved it yourself:
Meanwhile, can I just that you’ve done a fantastic job with your store and I can see that you have a healthy following on social media. How were sales over the festive period? And what plans do you have for 2023?
help, mine is doing this also, only on PC and im losing sales. I have installed aps and my shopify helper added a lot of seo - could one of those be the issue? if yes how do i find out? its only on PC not on mobile, but alot of my customers are elderly and order on the PC?
Hi @sue-feeno
Thank you for letting us know you are also experiencing this issue. I understand that customers are seeing their cart empty of products when they are in the checkout. Can you confirm what troubleshooting you have done so far? Are you able to replicate this issue? Do you see these carts in your admin under Order > Abandoned Checkouts?
If you can also share a link to your store so we can test this as well, that will really help.
Hi there
I’m at a loss, Shopify said talk to the theme creator who have a section saying the checkout facility is not controlled by them and that I must speak with you.
All I know is my customers can’t shop, their cart empties. The Shopify man in the chat said he could replicate the abandoned cart and it did it to him, he didn’t know why but when he tried it with a different theme it worked ok.
But like I said, canopy theme states all checkout issues are Shopifys
Is of an ap conflict? Or something else?
Sue
Thank you for following up with us on this @sue-feeno . Issues with the CART are theme related, issues on the actual checkout itself are Shopify related (most times).
If the issue is that products that are in the cart are no longer there when the customer moves to checkout, then this would be a theme/cart issue. The cart is not passing the correct information to the checkout. If a fresh version of your theme file does not have this issue, or if the issue can’t be replicated on another theme, then this would confirm that the theme/cart is causing the problem.
If you have made any customizations to your cart page, or installed any apps that make customizations, there could be a conflict happening. I recommend connecting with your theme developers once more (feel free to share a link to this community thread with them). Please note that most theme developers cannot assist with custom coding issues, so their solution may be to update or install a fresh version of your theme file to resolve the issue.
I am more than happy to investigate your cart to checkout issue as well, but I will need your store URL to do so.
