Troubleshooting: Customer Can't Complete Checkout

🛍️ A customer is reporting they can't get to or complete checkout — either in the app or on your website. Here's how to diagnose what's going on.

First: Figure Out Where They're Getting Stuck

Before troubleshooting, ask the customer (or your staff member reporting it) a few quick questions:

• Are they on the app or the website?
• What device and browser are they using? (iPhone/Android, Chrome/Safari/etc.)
• Where exactly does it break? (Can't scroll to the checkout button? Checkout button doesn't work? Error message at payment?)

This makes a big difference in what's actually happening.

App — Can't Reach or Complete Checkout

Checkout button isn't responding

1. Ask the customer to close the app completely and reopen it
2. Check if their app is up to date — outdated versions sometimes have checkout issues
3. Ask them to try removing an item and re-adding it to reset the cart state
4. If it still doesn't work, ask them to log out and back in

Getting an error at checkout

1. Note the exact error message if possible
2. Common causes: expired session (logging out and back in usually fixes this), or a product that's gone out of stock between adding to cart and checking out
3. If the error persists, contact your CSM with the error message and customer details

Order goes through but doesn't appear on POS side

1. Check your POS directly — sometimes there's a delay
2. If it's been more than 15 minutes and the order still isn't showing, contact your CSM

Website — Can't Scroll to or Complete Checkout

Customer on Android + Chrome can't scroll to the checkout button

This is a known issue that has been reported. The workaround for customers:

1. Try pinching to zoom out on the page
2. Try rotating the device to landscape mode
3. Try a different browser (Firefox or Samsung Internet on Android)

If multiple customers are reporting this, flag it to your CSM so it can be escalated to the dev team.

Checkout isn't loading at all on the website

1. Ask the customer to try a hard refresh (Ctrl+Shift+R on desktop, or clear browser cache)
2. Ask if they're using any ad blockers or privacy extensions — these can sometimes interfere with checkout
3. Try a different browser to see if it's browser-specific

When to Contact Your CSM

• Multiple customers are hitting the same checkout issue
• You're seeing a pattern (e.g., only Android users, only on a specific product)
• An order shows as placed in the app but never arrived in your POS
• You're getting reports of a checkout error but don't have the error message

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When reporting checkout issues, the more detail the better — device type, OS, browser, steps to reproduce, and a screenshot or screen recording if you can get it.