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Checkout issue on mobile when discount code used

UK_Aspire_Vendo
Pathfinder
88 3 18

Hi guys,

We've got a bit of an issue with our site that's completely flummoxed me.

Whenever a user is checking out on our site using a mobile device with a discount code, the checkout will loop and will never send the user to PayPal or Worldpay.

The loop occurs when the customer presses "pay now" (when they'd be sent to Worldpay or PayPal)

No error messages pop up, it just cycles around forever.

We don't have access to our checkout.liquid, so nothing will have changed from this aspect.

If the customer removes the discount code, it works fine. On another note, even automatic discounts won't allow anyone to check out.

Bear in mind, this is MOBILE ONLY. on desktop view, it's fine?!

Please can someone help as this is a big issue.

Replies 14 (14)
Ohhshefancee
Tourist
3 0 2

OMG! Yes I am having the same issue! Its been an issue since last night. Help fast! 

UK_Aspire_Vendo
Pathfinder
88 3 18

I've just been on live chat with Shopify.

The issue pertains to when a customer using a mobile phone has selected local pickup as a delivery option and uses a discount code.

When the discount is removed, the customer can complete their order.

 

They've raised this with their technical team - is that the issue you have?

Ohhshefancee
Tourist
3 0 2

Yes! I just implemented the local pick delivery option and now my payments will not process for my customers. Ive lost so many sales behind this issue. 

 

UK_Aspire_Vendo
Pathfinder
88 3 18

I'm a touch relieved that it isn't just us with that issue.

Let's hope Shopify recognise this as a genuine larger issue and fix ASAP.

When Shopify get back to me I'll post in here so you're in the loop.

Ohhshefancee
Tourist
3 0 2

It doesnt work on the discount for me either. 

UK_Aspire_Vendo
Pathfinder
88 3 18

Our issue was only present WHEN a discount code was used. Without, it was fine.

It definitely seems like the local pickup is broken to a degree, so let's hope they fix it asap.

milioooo
Tourist
4 0 1

A client mailed us, they had the same problem. Also with a discount code and local pickup. When I tried the abandoned cart recover link I had the same problem.

No error message but nothing happens

Baldur_Helgason
Shopify Partner
30 1 20

Same here. Here’s what we’ve observed:

This is a combination of selecting Local Pickup and using a discount code and seems to have everything to do with when the discount code is added. As long as you add the discount code first everything will work fine.

Mobile or desktop is irrelevant. This issue happens on both. The reason this seems to only happen on mobile is because there you are more likely to add the discount code on the payment screen. But you can definitely run into this on desktop as well.

This is the first checkout page on mobile - contact information (sorry for the Icelandic translation):

Baldur_Helgason_1-1602975819024.png

You can see there is no option visible to add the discount code.

This is desktop:

Baldur_Helgason_2-1602975842164.png

You see the discount code input field and the user is more likely to start by adding the discount code.

And here is the mobile payment checkout page after selecting Local Pickup:

Baldur_Helgason_3-1602975938874.png

You can see the discount input field is visible there.

Now so if you get here and you add the discount code you will end up in the error loop. But if you were now to go back to the contact info page and continue again to the payment page and continue, it will work.

You can also run into this error below on the contact information page if you first select Local Pickup and then add the discount code.

Baldur_Helgason_0-1602974877605.png

So to reproduce the issue:

  1. Go to checkout
  2. Add email/phone number
  3. Select Local Pickup
  4. Go to Payment page
  5. Add discount code
  6. Fill your billing info
  7. Select Continue (or whatever it says)
  8. Page will reload

To successfully checkout with discount code (seperate for mobile and desktop to make it clearer)

Desktop:

  1. Go to checkout
  2. Add discount code
  3. Add email/phone number
  4. Select Local Pickup
  5. Go to Payment page
  6. Fill in billing info
  7. Continue
  8. Works

Mobile

  1. Go to checkout
  2. Click ‘Order summary’
  3. Add discount code
  4. Add email/phone
  5. Select Local Pickup
  6. Go to Payment page
  7. Fill in billing info
  8. Continue
  9. Works

So what I suggest you tell your customers or clients is a) try to add the discount code first or b) if they are already stuck, go back to the contact information page and continue again and then everything should work fine.

Hope this helps

MBLApothecary
New Member
1 0 0

Hi There, 

We are having the same issue. Has Shopify contacted you with a timeline on the fix? 

Cheers!

UK_Aspire_Vendo
Pathfinder
88 3 18

Unfortunately not.

They did reach out to me informing me that they couldn't replicate the issue (despite when on live chat they confirmed the issue on 3 different devices).

I informed them that I wasn't happy that even after confirming the issue they're trying to tell me it isn't something they can replicate..

We wait with bated breath.

UK_Aspire_Vendo
Pathfinder
88 3 18

Hi all,

I've had a response from Shopify regarding this.

I recommend you all reach out to them as it seems they are treating this on a case by case basis.

Here's their reply to me just now:

"For the time being there are two work arounds that are suggested. One is to inform affected customers that if they reload the "Information" page of the checkout this will resend the request, and they should be able to checkout as normal.

Or you may wish to disable local pickup until a fix has been put in place.

Regardless, I have added your shop to that affected list and you will receive an update as soon as we have any relevant details or a fix has been pushed."

UK_Aspire_Vendo
Pathfinder
88 3 18

Hi guys!

Just had this email from Shopify:

Hello there, this is Samantha from Shopify's Technical Support Team. You recently contacted us about an issue with customers being unable to checkout on your shop when selecting local pickup. Customers may have noticed "error - payment" in the title text of their browser window. We have made an update to Shopify to improve this issue. Your customers should now be less likely to have the payment step refresh or see "error - payment" when checking out with local pickup.

If you have changed your shop's setup to alleviate this issue please restore your original settings. We appreciate your patience and feedback as we investigated this issue. If you or your customers continue to experience an issue with local pickup or discount codes at checkout, please be sure to let us know. If possible, please provide specific abandoned cart numbers or order numbers involved with the issue. This will help us investigate where the source of the problem may occur.

Hopefully this is now resolved (I'll test this tomorrow as it's 9pm here now).

If anyone is still affected by this issue please reach out to Shopify support because I believe this isn't a blanket fix across Shopify checkout. I believe they're fixing this on a store by store basis.

drummerboy1864
New Member
1 0 0

Im definitely still having this issue. If discount code is entered, you are unable to checkout as local delivery 

UK_Aspire_Vendo
Pathfinder
88 3 18

See above mate.

There is a fix that shopify can implement, but you must reach out to them yourself.

Our's is working fine since they issued the fix.