Big Commerce Checkout Issues

Support
#1

I have been working with Big Commerce support on this issue for over a month now. Their most recent response to issues with the checkout not working on my store is as follows:

Hello Justin, We unfortunately aren’t familiar with WordPress theme design and would recommend reaching out to the theme developer to see if they’re able to provide additional guidance. We can certainly help with any issues you’re seeing with products syncing over to WordPress or things of that nature which is the primary function of the plugin, when it comes to issues that are only happening on a specific theme though this will be out of scope for what we can assist with. We were able to find the Themeco’s support page here for additional assistance with their Pro theme https://theme.co/x/support/. If you have any further questions or concerns feel free to reach back out by responding to this email. Thank you for choosing BigCommerce, have a great rest of your day, and a better tomorrow.
Kyle BigCommerce Senior Technical Support

What I have noticed is that turning the theme off (switching to 2018 theme) lets the checkout work. Turning the theme back on breaks the checkout. Can Themeco please advise?

#2

Hello Justin,

Thanks for writing in!

Have you tried testing for plugin conflict? May some other plugin might be causing conflict when Pro theme is active. Please test for a plugin conflict. You can do this by deactivating all third-party plugins, and see if the problem remains. If it’s fixed, you’ll know a plugin caused the problem, and you can narrow down which one by reactivating them one at a time.

In case problem is still there, please share website login details in secure note for us to take a closer look.

Thanks.

#3

We have tried turning all of the plugins off. The only fix seems to be turning the theme off and then turning it back on.

We are using cloudflare. Just for giggles I turned them all off again and purged our cloudflare cache. I’ve also stripped out all of our custom javascript.

This is what I got:

#4

Hi @bullseye_surplus,

Can you please temporarily turn the firewall off so we can access your website?

Thank you.

#5

Can you please tell me what country to unblock?

#6

Hi Justin,

Sorry, we can’t because we are coming from different parts of the World and we won’t know who’s going to handle the ticket next. Please turn off the firewall temporarily.

Thanks,

#7

OK, sorry about that. The firewall has been turned off.

#8

Hi Justin,

Upon investigating this issue further, I see the following error on the console log.
Cannot start a checkout session with an empty cart

And also I see 403 forbidden error for the following link
example.com/embedded-checkout (replace example.com with your site URL)

You can also see a similar issue here (https://support.bigcommerce.com/s/question/0D51B000046LAJu/products-disappear-after-cartcheckout-page-reloading) and I would suggest you to contact Bigcommerce support to escalate this issue further.
https://support.bigcommerce.com/s/contact

Thanks!

#9

OK, I have copied your response over to them. I’d like to keep this thread open until I hear from them.

#10

Sure. Please let us know the communication you receive from Bigcommerce support team. :slight_smile:

#11

The Big Commerce support team continues to blame the theme, which is accurate because all of the plugins are turned off (except for big commerce and our SSL). Switching to 2018 theme fixes the issue. Big Commerce will no longer assist me as we have verified it is the theme.

Justin, Yes I’ve seen the 403 error, it was in the screenshot I sent you after I reproduced the issue on my store. It was most likely a side effect of what ever was causing the 304 error I pointed out which occurs before the 403 error. Your checkout is now refreshing constantly and it not even getting far enough to shoot out any console errors. We know the base plugin works fine as you have demonstrated that when disabling your plugins and/or switching to a default theme resolves the issue. We are not going to troubleshoot the combination of plugins and or theme which is causing a conflict with your checkout. Again, if using the other plugins and the current theme in conjunction with the BigCommerce plugin is crucial for your business, then I suggest you reach out to one of the partners below for further assistance with troubleshooting. https://partners.bigcommerce.com/directory/search?f0=Platform+Expertise&f0v0=WordPress https://partners.bigcommerce.com/directory/search?f0=Platform+Expertise&f0v0=WordPress

#12

Hi Justin,

It appears to be cache related issue, please note that your site communicates with Bigcommerce which isn’t theme related, and returns 403 since the cart is said empty. Switching to 2019 or any theme fixed it, which of course clear the cache or transient, and so switching back to Pro theme still works. I’m not saying it’s permanently fixed, it only fixed on my current session but the issue will be back again and will be fixed again by switching the theme over and over.

For example, I add one product and switch to 2019, then switch it back to Pro and it works. I then added another product but when I do the checkout, the second product that I added isn’t there or recorded on the checkout (just the first product). Which of course to fix, I will then switch the theme to 2019 and switch back to Pro again.

As you can see, it still works when I switch to 2019 and switch back to Pro. It’s just that switching the theme also clears the cache. Question is, how Bigcommerce saves its cart information that it’s affected by the cache?

Thanks!

#13

@Rad I don’t know. Big Commerce will probably say something like “How does the theme’s cache affect the checkout?” Because the plugin works in many other themes and I have demonstrated it works in 2019, they’ve pretty much left it up to ThemeCo to determine what the issue is. Otherwise they want me to pay source custom development from a Big Commerce partner.

We are prepared to pay to get this working. Does ThemeCo offer custom services like this or should we look for a Big Commerce partner to get this working?

#14

Hey Justin,

Please forward Rad’s findings to BigCommerce support because if that is the case, they should not only test switching to other themes but monitor if BigCommerce will work over a period of time using the default WordPress theme in your server and your WordPress setup. With Rad’s findings also, it’s possible that the issue is neither the theme nor BigCommerce but something in your server or WordPress setup. Please also test in other servers or web host.

Our theme does not cache anything other than its own styles which you can clear in Pro > Settings > System > Clear Style Cache. That is unlikely to cause the issue though.

Please also note that the official eCommerce solution that our products support is WooCommerce. I’d recommend that you switch to WooCommerce.

Regarding custom development, we do not offer that service at this time. However, our Enterprise team handles custom development projects. If you would like more information, please use our Contact Form at https://theme.co/x/contact/

Thanks.

#15

Big Commerce has closed all of my support tickets regarding this issue; there is no way for me to send them Rad’s information. I think I am on my own.

#16

Hello Justin,

Have you tried posting the question in following forum? Please try doing so and see how it goes. Other then that you can also get in touch with a developer to help you with the issue of BigCommerce.

https://support.bigcommerce.com/s/topic/0TO130000001PnHGAU/ecommerce-business

Thanks.

#17

An IT friend did some digging and here is what he found:

#18

Hi Justing,

Please check the following detailed guide on security policies (https://www.sitepoint.com/content-security-policy-getting-started/) and also here (https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Content-Security-Policy/frame-ancestors).

You can always create a new ticket on BigCommerce and provide all the information here on this thread for them.

Thanks!

#19

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