Cart clears when customer logins

  • Resolved boxingkoala

    (@boxingkoala)


    2 years, 2 months ago

    Hi. Have had a few customers mention this issue. It seems some customers have their cart clear after they login. it appears the come to the website, add what they want to order, then login and after logging in find their cart is empty.

    Any ideas on why this may be happening? I have not been able to replicate the issue myself.

    The page I need help with: [log in to see the link]

Viewing 10 replies - 1 through 10 (of 10 total)
  • Thread Starter boxingkoala

    (@boxingkoala)

    I should add I use woocommerce

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`
    Thread Starter boxingkoala

    (@boxingkoala)

    I have been able to replicate the issue. It seems when you add products to the cart as a guest, then click checkout and login as a returning customer, the cart then clears. I switched to storefront theme from astra and problem is still there. I am now working through switching plugins off to see if there is a conflct.

    Thread Starter boxingkoala

    (@boxingkoala)

    It seems it is the Jetpack plugin causing the issue

    Hi @boxingkoala. Interesting bug find. If you have any sense of how this might be resolved in code or have any other details I’d recommend creating an Issue in GitHub here: https://github.com/woocommerce/woocommerce/issues

    Hi @boxingkoala

    Thanks for reaching out!

    I was able to replicate the scenario on your site. Here’s the checkout page while still in Guest Mode:

    After logging in (I created testuser01 in your site), I am redirected to an empty cart page:

    Hence, I tested this scenario on my personal site, however, I was unable to reproduce the issue on my end.

    Checkout page while still in Guest Mode:

    Checkout page after logging in:

    Can you please try to switch to the default Storefront theme and only WooCommerce plugin is enabled and see if this works?

    If so, then this kind of problem is usually caused by your theme or a third-party plugin present on your site. We can run a conflict test to verify this. I’d recommend cloning your site to a staging environment and performing the tests described on this guide without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.

    If this was caused by a third-party plugin present on your site, it would be best to reach out to the developers for further assistance here.

    If this did not resolve the issue, please provide the fatal error logs (if any) under WooCommerce > Status > Logs.

    Let us know how it goes!

    Thread Starter boxingkoala

    (@boxingkoala)

    Thanks for replying. Please not the cart only clears when a guest adds items to their cart but then logins into their account when at the checkout. It currently works on my site as I found it was Jetpack that caused the conflict and so have thus turned it off to avoid the issue for now.

    Roxy

    (@roxannestoltz)

    Hi @boxingkoala ,

    Just to clarify, the issue occurs with only Jetpack and WooCommerce active on your site, and your theme set to Storefront, is this correct?

    I am unable to reproduce this issue on my staging site with only WooCommerce and Jetpack active, as well as using the default Storefront theme, as the items remain in the cart when adding them as a guest and then logging in as a customer.

    I’d suggest submitting a GitHub issue about this, as it would be viewed by the developers of the plugin.

    Feel free to submit one, via the following link:

    https://github.com/Automattic/jetpack/issues/new/choose

    Thread Starter boxingkoala

    (@boxingkoala)

    I have submitted an issue on Github a couple weeks ago, Looks like a few others have the same issue and only fix for now is to keep jetpack turned of.

    Roxy

    (@roxannestoltz)

    Hi @boxingkoala ,

    Thanks for confirming!

    I have checked the GitHub repository and can see the open issue here.

    Since this is an open issue, our developers are aware of this, and although we do not have an ETA on the fix, you can subscribe to the issue to be lopped in on updates as they happen.

    Hope this helps!

    Plugin Support Chris M. – a11n

    (@csmcneill)

    Howdy @boxingkoala,

    The issue is caused by cookie conflict between WCPay and Jetpack Sync. The Jetpack team is working on a fix here: https://github.com/Automattic/jetpack/pull/31423

    In the meantime, the sites experiencing the issue can be fixed by contacting support at https://woocommerce.com/my-account/create-a-ticket/ and asking a Happiness Engineer to disable Dedicated Sync. Please note that it might take a bit of time for the change to take effect.

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