paypal keeps losing shopping cart
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Hello,
I run a little website (www.greatergoods.co.uk) with Paypal as the only option for paying. I am being contacted by customers who are saying that when they click 'add to cart' a new browser pages opens up with Paypal and adds the item to the cart ( so far so good). When they go back to the website and add another item however, this item does not get added to the cart that is already there, but Paypal opens another window and starts a new cart. So it seems to forget that this customer already has a product in their shopping trolley.
This does not happen to all customers, some are ordering without any problem. I gather that it has something to do with cookies and possibly with the server, but I would love to hear from anyone who can shine some more light onto this. Many thanks, Christine
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Hi @CBGG1,
Thank you for contacting PayPal community.
Our sincere apologies for the inconvenience caused.
I have tried to reproduce the issue via your website - http://www.greatergoods.co.uk/ and could able to add multiple products using "add-to-cart" button and even able to view the items by clicking on "view cart" button without any issues.
Please find the below snapshots for reference.
PayPal buttons flow working fine without any issues.
Thank you for understanding and patience.
Sincerely,
Chiranjeevi
PayPal, Inc.
If this post or any other was helpful, please enrich the community by giving kudos or accepting it as a solution.
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Hello, it seems that Paypal is leaving it to us to sort this out!. I have been looking into the problem a bit more and somewhere ( I did not make note of which forum it was) someone suggested that it could be a server issue, something to do with PHP. I have no idea how to resolve that, but maybe you do. Let me know if you have any success in getting to the bottom of the problem. Christine
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Hi Chris,
I just want you to let you know that we have found the solution to the problem that we were having with Paypal not retaining the shopping cart. It was indeed a server issue and came about in a rather longwinded way; we run two webshops from our website, one at www.greatergoods.co.uk and one on a subdirectory of that site. That was working well untill we introduced a security certificate some time ago. This meant that folks landing on the subdirectory based shop were automatically directed to the www.greatergoods.co.uk site, which was not satisfactory. My ISP then tried to create a workaround around this problem, I am not sure about the details of that, which in the end did not work, and we ended up removing the security certificate so that both shops would continue to work independently. He did not however remove the workaround and that was what caused the problem. We have now separated the two webshops onto different domains and added security certs to both, and all seems to be running smoothly. I hope that this helps you to solve your problem. One thing I have learned though is how useless Paypal technical support is! Good luck, I hope you'll find the problem soon, Christine
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Hi Chiranjeevi,
Thank you for your reply. It confirms that for some people, the system works fine. My point is that for others, it does not. I have noticed that another poster has posted with the same problem, and they have given a more detailed explanation of the issue. Could you please clarify why there sometimes is a problem and how we can remedy this. The time you take to look into this is much appreciated. Christine
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Hi, thank you for your message. What baffles me is that not more websites are affected by this and contacting Paypal about it. That makes me think that it may actually be a local problem. What do you think of the suggestion I read somewhere that it has to do with a php problem on the server? Christine
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