customers calling that they cannot add items to the cart

[elegantedgecate]

Hi, I keep getting calls from customers that they cannot add items to the cart. I am able to do it on my computer but cannot add it when I am on my iPhone. I am losing sales because people cant order. Any advice is appreciated. Thanks,

[ryanwanner]

Hello @elegantedgecate !

Hmmm.... that's really weird. My site has seen mobile orders all day with no issues.

Would you mind sharing your website address? We can take a look at it from a customer side to see if we can figure out what/where things are wrong.

[elegantedgecate]

my website is https://eedgecatering.square.site/

Thank you for taking a look!

[ryanwanner]

Thank you @elegantedgecate !

The first thing that strikes me as odd is that you have a few items available for shipping. Is this correct?

Square's definition of shipping is more along the lines of "Box it and send it to the Post Office" versus deliveries. You can enable deliveries on your Fulfillment section of the online store.

If your customer tries to add shipping and pickup items to the same cart, the site will error out with a notice of (I'm paraphrasing) "One of the items isn't available for your fulfillment method. Please fix"

You also have Afterpay enabled for your store. For foodservice, I'm not sure you'll need this option. You can disable it on your online webstore at Settings -> Checkout.

Otherwise, I'm not seeing anything else that could hold up sales. If you're still seeing the issues after tweaking the shipping and afterpay, please let us know what the error says: that'll help us continue to troubleshoot.

[elegantedgecate]

 @ryanwanner thank you for the tips! I have disabled shipping and deliveries as we do pick-ups only. I disabled the afterpay and now it is working! Thanks!

[ryanwanner]

@elegantedgecateWonderful! I'm glad I could help

[camdavis30]

I am having this same issue. It let's my customer add 2 items but nothing more.

Thestatementcollection.com

[ryanwanner]

Hello @camdavis30 !

I just tried your site and was able to add all items in multiple quantities to the cart with no issues, with the exception of the XTensions. Every variation of this item is showing as not available and has a $0 price. 

Is this the one your customers are having difficulties with? Square Online won’t sell variable priced items online. Please make sure all your variation prices are set. 

If this isn’t the problem, can you ask your customer what item they are trying to add? We should be able to dig into the issue further if we know the steps your customer is taking to get to their issue. 

Hope this helps!

[camdavis30]

It’s the Xtensions they’re trying add. Do you mind explaining to me how to change the variations 

[ryanwanner]

@camdavis30 Sure!

on your online side of the dashboard go to items -> site items -> Xtensions. 

Scroll down to the Variations section. My guess is that the pricing on each or one variation is missing here which will cause the item to be unable to add to the cart. If you get your pricing in here that should solve the problem. 

If you entered pricing in your main Item Library, you may have been bitten by the library sync bug that Square is working on fixing. Sometimes the pricing isn’t linking to the online item library. Just verify all the pricing matches and you should be good to go. 

please let us know if you’re still having difficulties!