Hi everyone,
I run a small bookstore, and last week (our busiest of the year) we started running into a strange checkout issue.
When customers select a school book and proceed to checkout, the wrong item shows up in the details form. For example, they’ll choose one book, but when they proceed to the next step, a different book (Othello) appears instead.
I reached out to customer support, and they suggested it might be a theme issue. However, we haven’t made any changes to our theme in four years. These are also new books we only recently uploaded.
Has anyone experienced something similar, or can advise on how to resolve this? We’d really appreciate the help, our customers are being impacted.
Thank you!
Something is wrong, I tried to add “School Book Covering” to the cart, and it said the item was added, but when I go to the cart page, the cart is empty. Did you install any new apps?
Now I added another product. Now, when I go to the cart page, both the new product and the school book covering show up in the cart.
Hi Gulam, is there a way to check if I added new apps? I added these products this morning and an exam paper came up in the check out with random information on name, address etc! No idea why its doing this.
If possible, Go to your store admin page and share screenshot of installed apps
Hi Gulam, please see below, thank you
Hi any help would be great!
HI @Michael_McLoughlin
This seems to only be happening with the school book covering product - as in I can add any other products to the cart and I’ll see these products appear on the checkout correctly.
But if the School Book Covering product is added to the cart, then this seems to result in some kind of cache checkout where test fields are populated. See video: https://screenshot.click/26-26-1w9rp-n3ln8.mp4
Is there any difference to how the School Book Covering product is set up?
Hi Liam,
Thanks for replying - unfortunately its not just school book covering - its also all school books - if you select “Time for Business A New and Updated Package for Junior Cycle Business Studies” for example without school book covering a random page just appears? We have no idea how this is happening but customers have been calling multiple times a day?
Thanks for help
Hi Liam,
When I go to the check out settings - this is view I see (maybe it’s an example) - but this is what people are seeing when then try to buy a school book or school book covering? Any thoughts?
Thanks,
Michael
It looks like the issue is related to the parameter that is being added to the url, you can see there is an oseid param. Once I removed that I could check out with the correct products.
?oseid=YF4xr5N3XbN2bC5ki1EXayUh
From what I can see, this is an online store editor ID but not sure why it’s being leaked onto the front end. That’s why they will see your admin checkout page…
Perhaps something Shopify staff may need to look into
Hi @Michael_McLoughlin
I think the best option for you would be to connect with the Shopify Support team again directly, as it likely will require our escalated technical team to dig into the backend of this store to determine why this behaviour is happening.
I don’t believe it’s theme related as the checkout is being impacted - as Rishi pointed out above there’s URL parameters that are connected to the online store editor being added to the checkout URL which is problematic.
When you contact Support, share this forum post and my recommendation that this is an issue our internal team should investigate.
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Hi Liam and Rishi,
Thanks again for all your help here. The shopify rep said it “This is Donovan from Shopify’s Technical Merchant Support team. I’m following up regarding the checkout issue you experienced, where some products were displaying as the Othello product after the cart page. Thank you for your patience during our investigation.
Our developers have pinpointed the cause of the issue to custom coding implemented in your theme. Specifically, it appears that an oseid parameter is being added when you search for a product using the top bar. However, this parameter does not appear when products are added through the menu system. We verified that this issue persists in incognito mode as well. The parameter is embedded within the action of the search form (see screenshot). Upon reviewing the theme code for the header object, we found that the oseid parameter is included there as well. While removing it could resolve the issue, adjustments to the code fall outside our support scope.”
issue is, we never changed our theme! We wouldn’t know how! So it cant be related to this?
Any thoughts on how I would fix?
