Why aren't cart notes appearing on orders?

Store Design
1

Hi All,

We just launched a new website but for some reason, the notes that people can add to their orders are not working. They are active, they just don’t get added to the orders, resulting in us losing valuable order information.

I have verified the cart-template.liquid file with another, working, website, and these two do match up.

I believe that there might be an issue with Shopify adding these notes to the orders.

UPDATE: This may have to do with the App ‘Customer Reorder’, which has an option to leave notes, separate from the Shopify system. I believe they may ‘override’ the cart notes from Shopify.

Thank you,

2

Well, after disabling the ‘Customer Reorder’ app, the Shopify cart notes started to work properly again.

What bleepty programming on the App developer’s end.

3

UPDATE: My bad, this did not resolve the solution. The Reorder app is not at fault!

4

Bumping this since I’m currently having the same issue. Any luck in finding a solution? Here’s the textarea I currently have in my cart:

<textarea name="note" id="CartSpecialInstructions" class="mb1" placeholder="Write your message here..." maxlength="150">{{ cart.note }}</textarea>

Products are getting passed through to checkout correctly, but after processing and reviewing the order there aren’t any notes attached to it.

5

We’re having the same problem - Notes just stopped showing up on Orders. Did anyone find a solution?

6

Same Probleme here with debut theme. It seems not to work with Paypal Express Checkout. With creditcard checkout it works fine. Does anyone hava an idea? Thank you

7

Can confirm we are having the same issue are have customers emailing us angrily that there orders were not drilled!

Would be nice if someone from shopify would at least let us know they are looking at the issue!! Its been 2 weeks since this was initially reported.

8

My issue was most likely an outlier, which is why I hadn’t posted a solution here, but following up now just in case it helps someone.

The cart I was using was somewhat non-traditional in the sense that it wasn’t wrapped in a form element and was using some 3rd party JS (that I wasn’t all that familiar with) to handle submissions, etc. Simply wrapping the cart in a form element cleared things up for me.

Hope it’s that easy for you guys!

9

Having similar issues - customer notes seem lost in space! Has anyone found a solution? Would love to know where to find the notes customers are adding!!

10

Hi everyone,

Having same problem here! Anyone solved it??

11

Having the same issue

12

a) you have to enable notes on cart first

Online Store → Customize then when on the main page just click on the shopping cart

on left you will see ENABLE NOTES

select save top right

b) if you want them to show on your emails…

  • click on settings bottom left

  • notifications on the right

  • scroll down to NEW ORDER for the merchant order notification

add this wherever you want the note to show

{% if note != ‘’ %}
Note: {{ note }}
{% endif %}

If you want to keep the structure of the invoice page, add it add the end and right above the

use this

{% if note != ‘’ %}

Note: {{ note }}

{% endif %}

Hope this helps you now.

You would do the same wherever you want the note displayed on the emails.

IF you want to display it on any of the screens that a customer sees for their order change it to {{ order.note }} and you will be good.

13

We are also experiencing the cart notes not showing up on the order. Has anyone found a fix for this? I spent an hour with a Shopify rep and they think it is a theme issue. The last time I saw a customer note on an order was in mid-December 2019. I published a version of our them from before then and it is still not working.

14

@ClayChurchill send me a collaborator invite - I will message you…

15

sorry can’t message you - weird. you can send me an invite to sales [at] afterdarkgrafx.com - go to → Settings → Accounts —> scroll down and you will see where you can send an invite to collaborate, etc. I can take a quick peak for free

16

Just found an App named “Limit Qty Purchase” has a snippet, named mc-limit.liquid that once removed from the theme, “Storefront”, then shows the order Notes.

My suspicion is that the above template file uses the cart API and doesn’t check for the notes field when passing over the order via JS.

I have reported this behaviour to the developers.

17

I’ve recently noticed that order notes are not coming through while other customer notes are being attached to their orders without issue. I have been able to pinpoint the issue on my store. Order notes for customers who go through the entire checkout process and enter their payment information directly via credit card or paypal are being passed on and properly attached to each specific order.

Order notes from our customers that use any express checkout option (i.e Apple Pay, Google Pay, Facebook Payments or PayPal Express) are not being attached to the order and passing on to the back end of Shopify.

This is what I found directly with my store on Shopify. It may be a different issue entirely for your store. We don’t use any specific checkout apps on our store. Hopefully Shopify is able to patch this as it is costing our shop money and loss of repeat customers due to an obvious lack of communication. I know I would be kind of miffed if I specifically requested a particular change or instruction and the vendor just totally disregarded my request with no explanation. That just looks bad.

18

Yes this is also our problem exactly. Very frustrating as we are a gift shop and every giftbox come with a “note from the buyer to recipient”. So we are not getting notes through from any express payment types.

19

@icareboxco workaround may be to add notes box to each product as a custom field - it is a little dirty but would work and be a part of the order. it sucks that this is not implemented better within Shopify.

20

Hi! @icareboxco Florist from Tassie here having the same issue :hugs: Have contacted Shopify several times and they cant seem to work out why its happening. I’ve just had a look at your beautiful website and notice your ‘card message’ section looks different from the shopify one. Can I ask which app this is from and is it working now for you?