Odd Issues with Checkout, Can’t replicate
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We recently launched and we have been getting sales but we have gotten 2 similar emails regarding issues with the checkout. I can’t replicate it at all, mac or PC, but I wanted to check if anyone has had similar issues?
I have updated everything to the newest version and disabled Siteground Optimizer just in case, but the last email came in after I did this and instructed the customer to try to check out again, the middle email came in while it was running on an older WC build and I hadn’t yet disabled any plugins.
Customer 1 First email:
I ordered this morning on my phone. By the way, first I tried ordering on my computer browser, but every time I tried to fill in my information on the checkout page, it took me to another page. When I tried on the browser on my phone, it worked fine.
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Customer 2 First email:(1) First, it took a couple tries to actually get the product added to the cart.
(2) After getting the product in the cart, “proceed to checkout” did not work. I had to exit the website and add to cart again, then I got to the checkout page.
(3) After finally getting to the checkout page I never could actually buy the thing, because I never even got to the part where I could enter payment info. I tried at least 4 or 5 times and I encountered at least one or more of the following issues each time on the checkout page: Not being able to click on a field (name/address/email etc) at all to enter the information, not being able to reselect a field where incorrect information was accidentally entered to correct it, being redirected to a completely different product page when clicking on a field (?!), and not able to click proceed when finally finished entering information.Customer 2 Second email: After disabling some plugins and updating WC.
Unfortunately there are still issues. I tried in both incognito and not in incognito mode. This time I didn’t have issues adding to the cart, but once it wouldn’t let me click “proceed to checkout” and once it did let me “proceed to checkout” but then did not allow me to select a field to enter my name. One other odd thing I noticed is that when I am on the cart page (https://rogueirondg.com/cart/) with the product in my cart, I can click “You Have 1 Item In Your Cart” and it redirects me to a completely different product page. Not sure if that is relevant. I couldn’t remove the product from my cart at that point to test anything else.
You also said you couldn’t reproduce the issues earlier, so I thought I’d add the versions of Chrome I’m using. This morning I used Version 102.0.5005.115 and when it didn’t work after your partner made updates I updated Chrome to Version 103.0.5060.53 (Official Build) (x86_64) – it still did not work, but perhaps having the version is helpful. I am also using a MacBook, but not the newest MacBook.
——The customer was extremely helpful but I cannot replicate this problem at all.
Does anyone have any idea where to start looking to ferret out this problem?
Thank you for your time and any assistance!!
The page I need help with: [log in to see the link]
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Thank you for reaching out.
It is weird behavior indeed.
I checked your site and had similar issues as one of your customers: I couldn’t add a product to the cart, the Add to cart button was not working correctly, and when it clicked, it sent me to a registration page.
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I think the issue could be related to your theme.
But first, before trying anything, we would like to know more about your setup and to check if there could be any possible errors.
To do so, kindly provide us the following:
- Your System Status: You can find it via
WooCommerce > Status. Select ‘Get system report’ and then ‘Copy for support’. Once you do this, you can paste here your response. - Fatal Error Log: Share a copy of any fatal error log found under
WooCommerce > System Status > Logs(if available).
Thanks!
- Your System Status: You can find it via
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