Dropped Carts & Incompletes

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   Over the last few days our incomplete orders have increased. Most of the incomplete order customers have reported that the items aren't making it to the check out. So people are adding to cart but when getting to the checkout their cart is empty.

Any ideas what would cause this?

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joshs Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 07-April-2009 Location: Utah Status: Offline Points: 14	Post Options Post Reply Quote joshs Report Post Thanks(0) Quote Reply Topic: Dropped Carts & Incompletes Posted: 04-May-2010 at 12:18am
	Over the last few days our incomplete orders have increased. Most of the incomplete order customers have reported that the items aren't making it to the check out. So people are adding to cart but when getting to the checkout their cart is empty. Any ideas what would cause this?

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 04-May-2010 at 12:36am
	Hi Josh, Could you post a link? Fist suspect would be session state when moving from http to https. Really need to have a peek at it though before venturing "wild ass guesses".

joshs Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 07-April-2009 Location: Utah Status: Offline Points: 14	Post Options Post Reply Quote joshs Report Post Thanks(0) Quote Reply Posted: 04-May-2010 at 1:40am
	Sean you must be tired. www.hkparts.net

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 04-May-2010 at 1:59am
	Yeah, rough Monday . . . as they tend to be. I'm sorry, though, I didn't have your forum moniker matched up with the Josh & HK Parts You've done some really nice work with this site -- kudos! I've tested on a couple different machines on different browser types and returning user vs. guest, and so far I can't find a hint of a problem. Can you get any more detail from this customers? Are you ever able to reproduce this? Maybe the most interesting thing to learn would be at exactly what point do they find their cart is lost when they start through checkout. Could maybe find a clue there.

Hamish Members Profile Send Private Message Find Members Posts Add to Buddy List Admin Group Joined: 12-October-2006 Location: United Kingdom Status: Offline Points: 56	Post Options Post Reply Quote Hamish Report Post Thanks(0) Quote Reply Posted: 04-May-2010 at 2:39am
	Hi Josh, It's very likely they are viewing the site using http://hkparts.net and when it switches to the https://www.hkparts.net page that starts a separate session. As far as the server is concerned the www and the non-www versions are separate sites, You need to ensure that customres are redirected to the www version. See : http://wiki.earlyimpact.com/developers/timeout-issues#use_of_different_domain_names
	Editing ProductCart Code? See WIKI Guidelines for Editing ProductCart's ASP Source Code

Guests Members Profile Send Private Message Find Members Posts Add to Buddy List Guest	Post Options Post Reply Quote Guests Thanks(0) Quote Reply Posted: 04-May-2010 at 2:59am
	Hi Josh, Hamish has nailed it if they are losing their cart between hitting the add to cart button and getting to the cart summary page (viewcart.asp). If I remember correctly, you guys have a VPS or a dedi, right? If that's the case you can use ISAPI_Rewrite to make sure all pages on your site always show up with www. with a few simple conditions and rules. There are also ways to handle this less elegantly via ASP. What's more, as your site does resolve with and without www., this is not ideal for SEO.

joshs Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 07-April-2009 Location: Utah Status: Offline Points: 14	Post Options Post Reply Quote joshs Report Post Thanks(0) Quote Reply Posted: 04-May-2010 at 3:12pm
	Ah yes. It was set up like that originally. Now it is not. I changed it so now it correctly resolves to the www. account. One other thing. Occasionally when a customer goes to "quick add" a product the customer gets hit an error message #204: "The quantity of x product that you are trying to order is greater than the quantity that we currently have in stock."