Hey there, recently my checkout stopped working for some.
I unfortunately can’t replicate the issue no matter what I try but I noticed -60% sales and many customers telling me they can’t check out and it says that the page will not load when they try to buy the product.
I would be eternally grateful if someone knows a solution for this: https://bitesandtickles-shop.com/products/coffee-collection-presets (It appears with this product)
Thank you!
Hi @bitesandtickles ,
Thank you for letting us know your concerns in the Community!
I’ve tested two orders with different shipping countries and it looked like working normally for me. Both test orders proceeded without issues up to the payment page. Since I can’t replicate the error here, can you provide me with more details so we can specify the potential issue?
Any related context will be helpful, so let me know!
Hey, thanks for the fast answer.
Before last month, everything was working just fine but then I noticed a significant drop in sales and wondered a few days what the issue was. Then one or two customers contacted me via chat that they couldn’t buy the product. Unfortunately I do not have screenshots but it seems like cards just randomly get declined even though they shouldn’t.
I looked at my abandoned orders and most time the credit card payment couldn’t be processed. Before april this happened only a few times, but now it’s happening multiple times a week.
There were customers trying to check out with the same card on multiple days. They just couldn’t do it.
I have absolutely no clue why this happens and wasn’t able to replicate this error using test payments and vpn.
I am losing many customers and hundreds of dollars each day wasted in ads because 40% can’t check out but the rest can.
I am really clueless here and would appreciate any help!
I think it happened only to one product but it’s the only one that get’s bought regularly so I don’t know if it would happen to other products as well.
Hi @bitesandtickles,
Thanks for the context! When the abandoned checkout was due to reasons with the customers’ credit card, you can manually send a cart recovery email, letting them know the payment events. They can follow the checkout link and will be prompt to options of payment methods.
When you say:
I think it happened only to one product but it’s the only one that get’s bought regularly so I don’t know if it would happen to other products as well.
Can you confirm what caused its abandoned checkouts? If it’s something other than customers’ payment processing, did you have successful orders on that particular product? Have you noticed any difference in shipping information between those two?
Hey, so I looked into it again. It happens on other products too. For
months everything worked fine, but during the past two weeks I have had a
ton of abandoned checkouts. Most of the time, the payment just doesn’t go
through. It happens on all products, mostly with credit card payments but
I’ve seen it with PayPal as well.
Other than declined cards or “payment couldn’t be processed” I can’t see
any further information and can not figure out the reason why this started
happening all of a sudden. Is it maybe an upsell app that is causing this?
I don’t really know what’s wrong and why this happens to so many people, a
few months ago this never happened.
I am losing thousands in ads and orders at this point, so I’d appreciate
any help or if it is not possible to fix this problem I might have to leave
Shopify which would be a shame because I loved it so far…