Why isn't the checkout process working for some customers?

Technical Q&A
1

I am all of a suddden running into an issue where a select few of my customers cannot go through the checkout process. They add items to the cart, but when they click “checkout” is simply reloads the cart page. They have cleared cookies and it works for a couple of times then it will proceed to failing again. This was only as of recently.

On the cart page I did custom add “cart attributes” and the apps I have running that affect the cart, are as follows…

Persistent & Share Cart
G-Variants: Product Options (this is newly added and only for 5 of my products. The customers were not purchasing the 5 affected products)

I will sometimes run into an issue where when I click checkout it requires that I login, and will sometimes get stuck in a loop of (checkout > login > cart > checkout > login > repeat…). It requires a PC reboot to fix, or I also have to clear my cookies to continue.

How do I fix this? What sort of advise can I give my clients to fix it on their end?

I am using Empire Theme, ver 4.5.0

2

Hi, Could you send me your problematic product url?

3

Hello, https://cinch-central.com/products/untangle-firewall-z4-plus-appliance-only It’s not exclusive to this product, it can be any product. It’s very much so a random occurrence. I believe the primary issue is with the share cart app.

4

I still haven’t gotten an answer. It’s only for certain people not everyone. Does anyone have any feedback on why certain customers cant proceed to checkout, it just sends them on a loop?

5

Unsure if our issues are based on the same root problem, but often opening the problem url or trying to checkout through a Private or Incognito window usually does the trick for me. We need our customers to order a minimum amount before checkout, and there’s something in our cart coding that doesn’t authenticate properly sending customers back to the beginning. For whatever reason though, a Private window does the trick. I am not technically inclined enough to know what but figured this might help in your CX!