Major Shopping cart issues

[pakoett]

I am having shopping cart issues with at least two of my sites, www.pokergaimgsupplies.com and www.healthyfeetonline.com, I haven't checked the other one yet.

When a customer selects a product and adds it to their shopping cart and continues shopping, and they select another product ... their original selection is gone. So basically my customers can only purchase one item at a time and if they select a second item or third the original item is gone. My shopping cart will only carry the latest item selected...all previous selections don't show up. I have logged a ticket with SOL and I can't get them to tell me what the status is...they just say that they have the ticket and will get to it when they get to it. I have over an 80% abandonment rate and there is not telling how many other buyers i have lost.

Also, when a customer does order shipping is not being charged for some products.

Can anyone help?

[Bethers]

That one I would call SOL customer service immediately about.

I agree with Beth. This looks like a SOI program problem. It needs to be looked at by them. I tried to look around in my templates to see if there is a place to possibly make that kind of change and there isn't. Someplace in your codeing is a mistake. They (SOI) should be able to find it and fix it.

[gatormom17]

Hi there, I posted this a while back when someone else posted this problem. I found it and am reposting what happened to me.


I had a problem similar to what you describe. I don't know if it's the same as yours, but I'll tell you what happened to me and what I did.

I had a customer call me and tell me they couldn't put more than one thing in the shopping cart. When they tried to continue shopping, they came back and the first item was gone. I tried it myself, and the same thing happened. So I started my journey through chatting, through calling and through emailing customer service. I must have dealt with a dozen different people over the course of 3 days.

I heard everything from they don't see a problem so they can't fix it, to they have no idea!

So I got really frustrated, and starting exploring every facet of my site. I finally found an area I had never seen before, made a little change, and wah lah, I fixed it.

I went to pages > shopping cart > click on edit next to shopping cart in the elements > and see if there is a URL in the "continue shopping" area. On mine there wasn't, so I filled in the URL of my home page.

The next day another manager called me to tell me that the tech support gurus still couldn't find my problem, and I told her I fixed it myself. She was really impressed and when I told her what I did, she told me she never heard of that.

The bottom line is, I knew there was a glitch, and feeling empowered by this forum, I set out to find it .

[pakoett]

Thanks for replying everyone...

Ruth, ironically enough, i have done what you have mentioned below and it was no help in my case. In fact the SOL rep told me that was the problem...which i know is not the case.

Anyway, I am going to escalte this issue with one of the big wigs at stores online and see how soon it gets fixed. I am on day 3 with a logged ticket that is still open. Hopefully they will get it fixed soon.

In the meantime I have posted my phone number all over my site and calls have really increased...I actually sold a poker table for over $300. I don't think i would have made the sale had the customer not called.

I am trying to look on the bright side. :)

I will keep you posted if i learn anything new.

[gatormom17]

sorry it didn't work for you, hope you get to the bottom of it quickly. glad though that calls are increasing and you made a great sale :)

[pakoett]

Last Monday I logged a ticket with SOL. I was having an issue with my shopping cart when customers would select the continue shopping option. What was happening is a customer would select a product and add it to their cart, then select the option to continue shopping when they would select another product to add to their shopping cart the shopping cart would no longer have the original product selected in it. Fortunately a few of my customers called in their orders and I figured out how to work around this and take orders over the phone, but unfortunately there is no way to measure how much business was lost during this issues time period.

Well, after much pleading and calling SOL on a daily basis over the past week to resolve this issue they informed me this morning that the shopping cart issue was fixed. They said the reason for this problem was due to having html footers... so they deleted the code that was in my footer. I am not convinced that this was the issue as this was one of the first things recommended for me to add to my site from this forum. I know your sites, as well as many others I have visited from this forum have html footers in them. Needless to say I am concerned that SOL basically told me that html in their footer is a major “no, no”…So I am looking for advise from forum members on how I should handle this issue.

I guess my question is...do I put the html footers back in or should I call SOL and dispute this or should I just leave them out? As always any advice is greatly appreciated.

[Christine]

Pat
Obviously it is not the footer links that caused it or none of our sites would work. They probably do not want to tell you what was wrong, if they even know it.
If links in the footer do cause it then their system is stuffed.

Put them back in and see what happens

[Bethers]

Unless you had some code that didn't belong anywhere on the page, it was NOT simply having a footer!!! I'd get your navigation back into your footer asap - it's needed by the search engines.