We received an email from a customer who has been having trouble with checkout on our site. I have a feeling it’s user error, but I can’t figure out how to guide her to the right solution because I don’t know what the actual error is. Below is the screen shot she sent of the error message…very odd. I haven’t been able to duplicate it on my end.
Anyone have any experience with this, or thoughts on what could be going wrong?
TIA!
Hi, @AdelinaSG !
This is Rae from Shopify. Thanks for posting this question, and welcome to the Shopify Community!
I appreciate you sharing a screenshot of the error your customer is seeing, and letting me know that this error isn’t happening on your end. I can definitely test this out from my side to see if I can replicate this same error, too. If you’d like me to go ahead with this, just reply back to me here with your store’s URL.
In the meantime though, if you believe this is a user error, there are a couple different troubleshooting steps you can recommend to your customer, such as:
I also suggest asking your customer if they’re seeing an error message on the webpage, as well as within their browser tab. If an error is showing on the webpage too, make sure to ask them to provide you with a screenshot of the specific error. Once you have this, feel free to post it here and I can take a closer look.
Let me know how this goes. I’m happy to continue investigating this once I receive an update from you!