Hey everyone,
I’m hoping someone can help me. I’ve been getting regular feedback from multiple customers saying they are having issues trying to check out. They can add items to their carts, but when they go to the cart page it glitches and gets stuck refreshing which prevents them from clicking the checkout button.
We do use Zapiet on our cart page to validate local delivery addresses/delivery days which I think could be part of the issue but the Zapiet team can’t figure it out. I’ve hired shopify experts, my theme developer… I’m pulling my hair out trying to figure out what’s going on. Im not a developer myself, so looking for some support. Worse off, it’s not happening to everyone only some customers. Therefore I can’t replicate the issue on my end, nor has any of the support people I’ve talked to.
I should mention that clearing cache doesn’t do anything for the customer and switching browsers hasn’t either. Also, sometimes the customer returns a day later and can magically check out with their cart still saved from the day before. Super frustrating. Our average order has like 30+ items so it’s really frustrating for customers to have to rebuild their carts and what not. Sometimes I can create an order from the abandoned cart page in the admin as a work around but that only works for existing logged in customers.
I’m willing to pay someone if you think you can help! Im desperate as we’re losing sales and this issue isn’t magically solving itself.
Hi @BCause ,
Could you provide a link to your store (and if possible steps to reproduce the issue).
Hi @Van_Nguyen_GSG thanks for reaching out.
Our store is www.shopbcause.ca
The challenge I’m having is that I can’t replicate the issue to save my life so I don’t know what the root cause is. I’ve attached a screen record from a customer that showcases the issue but there seems to be no through line between customers that experience this glitch. Different browsers, different systems, mobile and desktop, what is in people’s carts all vary… sometimes it just disappears the next day and the customer can check out. I’m sooooo frustrated.
Do you know of any ways to be able to do some diagnostics to identify any potential errors?
As a note, we use ‘Zapiet’ for local delivery validation, so you can use postal code v9b6b2 if you want to try checking out.
Hi @BCause , when diagnosing these types of bugs the first tool I setup is https://docs.sentry.io/platforms/javascript/install/loader/ (They offer a free tier as well). Confirming that the issue is happening on the current live theme?
Ya it’s happening on the current theme for sure.
Few other things I picked up:
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Empire theme v 6.0.0, when latest version is 9.0.0 (https://support.pixelunion.net/hc/en-us/articles/360022155054-Empire-release-notes)
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Your site uses some external apps, have you tried selectively disabling them to see if the issue resolves itself? As the bug is non-deterministic I have a suspicion its a script at fault. (This issue is often compounded when users have adblockers installed). A few of these apps are resulting in console errors, which is advisable to resolve before using sentry.io as it will deplete your free usage cap quickly.
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I did notice a reproducible issue in Safari, resulting in the attached error. (Where the customers perhaps using Safari?)
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