Let me jump in here to shed some light on this issue you experienced and be transparent about everything we did in an effort to help you.
Firstly, nearly 300,000 websites depend on CartFlows to power their checkout. CartFlows is by far the most trusted checkout solution for WooCommerce and one of the most widely used WooCommerce plugins.
Being that this is a WordPress plugin, we have no control over the choices our users make, the hosting, the caching, the other plugins, etc. We always go above and beyond to help our free users and our Pro users.
So let’s bring some clarity on our contact history, so we can shed some light on how much we tried to help and how much you let us help.
December 31st 7:31am You opened a ticket via our contact form. This was New Year’s Day, but we take customer support seriously and make sure to have support engineers available on holidays.
Your ticket went on to describe an error you were experiencing. Then you described all the layers of caching you are doing on your site, Cloudways Varnish, CDN caching, etc.
Simply put, aside from CartFlows, you can’t cache anything related to WooCommerce. Caching creates a static version of your website, therefor, entering a coupon code will not be able to change anything, because you are displaying a static, non-changeable version of your website. This has nothing at all to do with CartFlows. We have multiple docs related to this.
Also WooCommerce has documentation explicitly stating that you can’t cache WooCommerce Cart, My Account, or Checkout pages.
See: https://woocommerce.com/document/configuring-caching-plugins/
December 31st 1:01pm We responded the same day, even though it was a holiday. Precisely we responded 1pm, which is a 5-hour response time, letting you know that the issue is most likely caching and if you could disable all the layers of caching on your WooCommerce pages. This includes Varnish (which Cloudways implementation of Varnish doesn’t work well with WooCommerce) and your CDN.
December 31st 1:32pm You responded that you checked to make sure the pages were excluded, and you still have the issue.
January 1st 11:07am Going off of what you said that you excluded the caching, we suggested the next step which is to try temporarily changing your theme and disabling unneeded plugins to identify if there is a 3rd party software causing this as the error was not related to CartFlows.
January 1st 11:47am You asked us if we could debug your website going off of a screenshot.
January 2nd 1:54am We replied asking if you tried the debugging steps and that the issue shown in the screenshot is not coming from CartFlows.
January 2nd 2:19am You sent us a response saying “It is definitely a cache issue”. Yes I would 100% agree with you here, this is not an issue with CartFlows and its 100% caching, which is what we said in our first response, trying our best to help you.
January 2nd 10:31am We offered you further even though this was not related to CartFlows.
After that, we never heard back from you.
So it is quite surprising to read this review. The facts here are:
– We responded quickly to your request for help, even though it was a world-wide holiday. We do this for all of our users which is why CartFlows is the most used and most trusted checkout replacement for WooCommerce.
– Our first response was the solution to the problem, caching.
– The issue was not related to CartFlows and you confirmed this yourself.
And we are still here willing to help you even though this issue is not related to CartFlows.
So maybe you can understand why I am surprised to see the poorly marked review. I could understand if we made a mistake somewhere, we are always looking to make improvements, to listen to our users, but in this case we really did more than anyone could reasonably expect.
