Our customers have notified us of an error that occurs randomly during checkout. It doesn’t appear to be connected to any particular action. I have replicated it several times, always on the information section where the customer is entering their name, address and email etc. I have had success refreshing a few times, but the error has recurred during the same session. Can anyone help me figure out why this is suddenly happening? Image of the error message below
Hey, @MOAChat ! I understand some of your customers are encountering checkout-related issues. We are experiencing an issue with some stores and our developers are working towards a fix as soon as possible. Please take a look at our status page for updates.
Thanks!
We have received a couple of complaints as well. Two yesterday, then one today. Then by coincidence, I was placing an order myself today with another company and I got the same message (the company I was trying to order from was also a Shopify website). I was using a Safari browser when I got the error, and when I go to our own website on Safari, it will give me the same error when trying to place a test order. IF I go to Chrome though, no error messages. I tested on both our own website, as well as the other site I was trying to order from earlier. So, is it tied specifically to Safari? Seems so for us.
I got the error on Chrome. I didn’t ask what browser our customer was using (wish I had).
Hi Dirk,
The status page claims there are “no known issues” with checkout. I am still getting this error, however. How do we get updates when it doesn’t acknowledge the problem to begin with?
Hey, @TheBabe
Happy to look into this one for you. Are you still encountering checkout issues today by chance?
Yes, we have at least one customer who was kind enough to take the time and e-mail us. She has tried several devices now, and still getting errors. I have asked for additional info (device type, which browsers, etc), hopefully she has the time to comply. She is getting the message from the original poster, but also getting errors when trying to add things to cart she said, here is an image if the error she is now getting.
If I hadn’t received the same error myself when trying to place a personal order on another company’s website yesterday I would assume it was something on the buyer’s end. But it happened to me, too, so I know there is an issue somewhere. In my case it did not work on Safari but did work when I tried on Chrome.
Real quick, to add to my last post, I heard back from the customer and they tried placing their order on iphone and macbook air, and then using both safari and chrome. None have worked. She sent me a screenshot of the second message she was getting: Something went wrong > What happened? > Cart Error: Cannot find variant.
We have never had any of these issues before.
Hey, @TheBabe
Are you using ReCharge payments by chance? I’ve seen that error code before for merchants using that payment app. This error occurs when a variant has changed in Shopify but has not been updated in Recharge. To resolve, resync the product in Recharge.
Hi Dirk,
Yes, we do use ReCharge, and that makes sense that that would happen. I don’t think she was setting up a recurring order though. I can see her abandoned cart and none are recurring items.
Hey, @TheBabe
I suspect the “Cart Error: Cannot find variant” may have been a result of attempting to add a recurring item that was erroring out, therefore not technically a part of her abandoned cart. Perhaps reaching out to her to try and determine what items she was trying to place, ensuring those items are up-to-date and resynced in reCharge, and going from there.
If there is anything else I can help you with, please let me know.