thread Re: Items removed from basket during multiple simultaneous purchases in Online Store

Items removed from basket during multiple simultaneous purchases

SparkingSTEM — Thu, 29 Apr 2021 09:04:45 GMT

I sell events through my Weebly site with Square. When I open booking for an event I have many people trying to check out a limited number of items simultaneously and have had complaints that items that have been placed in a basket and are in the process of being checked out, are suddenly removed from the basket, presumably as someone else has checked out simultaneously and completed slightly sooner. Customers say that surely once the item is in their basket it should not be available to others to purchase. Is there any way to prevent items being removed from a basket for a certain amount of time perhaps so I can stop this from happening? Or some other solution or at least an explanation I can offer my customers please? Thank you.

Re: Items removed from basket during multiple simultaneous purchases

tranguyen — Fri, 30 Apr 2021 09:15:40 GMT

Hey @SparkingSTEM, thanks for bringing this to our attention!

I'm actually not to sure myself on how the item 'hold' behaves at checkout so I've raised this with our ECOM specialist team for further clarification as well. Once I have more information to share, I'll be sure to follow up on this thread with you right away.

Re: Items removed from basket during multiple simultaneous purchases

SparkingSTEM — Fri, 30 Apr 2021 13:04:19 GMT

Fantastic, many thanks for your help.

Re: Items removed from basket during multiple simultaneous purchases

tranguyen — Fri, 30 Apr 2021 16:28:24 GMT

Hey @SparkingSTEM, just want to follow up and let you know I got some additional information from the team. Right now, inventory doesn't update when items are only added to cart; they'd only update when payment is completed. Because of this, Square doesn't 'hold' an item in cart when customer added it. This means other customers will still be able to purchase it if they complete the transaction before the other customers.

I've raised the ability to 'hold' an item for a definite amount of time (around 15 minutes say) as a feature request to the team as well.

Re: Items removed from basket during multiple simultaneous purchases

SparkingSTEM — Sat, 01 May 2021 08:11:31 GMT

Thank you for looking into this, I would really appreciate anything you can do to build in this feature, even if it could just be held for five minutes that would make a huge difference to my customers and reduce my complaints! I would be very grateful if you could keep me posted with any developments. My next event will be opening for booking on 12th May, is there any chance at all of anything changing by then please? Many thanks.

Re: Items removed from basket during multiple simultaneous purchases

tranguyen — Tue, 04 May 2021 10:52:01 GMT

Thanks for letting me know @SparkingSTEM! I've shared this as a feature request to the ECOM team, however, it's unlikely that we will have the feature build out in time for your next event.

In the meantime, it might be a good idea to create a banner or pop-up to let customers know items aren't 'held' in their basket once they added it. I've seen some sites do this myself. That way, customers will know to check out right away to make sure they can attend the event.

Re: Items removed from basket during multiple simultaneous purchases

SparkingSTEM — Tue, 25 May 2021 07:18:00 GMT

Hello, just wondering if you might be able to update me on this please? Have you any idea when it's likely to be implemented as I'll try to plan my next booking even accordingly if at all possible? Many thanks.

Re: Items removed from basket during multiple simultaneous purchases

tranguyen — Tue, 25 May 2021 11:08:25 GMT

Thanks for checking back in on this @SparkingSTEM!

At the moment, I'm afraid I still don't have a rough timeline to share as to when this will be roll out as a feature or available for testing. I'm keeping an eye on it so will be able to update this thread whenever I have more information to share.

Re: Items removed from basket during multiple simultaneous purchases

SparkingSTEM — Tue, 25 May 2021 11:40:22 GMT

Thank you for getting back to me, much appreciated.