Empty basket options

[RJW]

OK, we have been running Actinic V8 for our new store for a few weeks now and so far so good.

We have however had a small number of people say that their basket empties once they get to checkout. I have read though all the posts on the forum and from what I can see there are a few possibilities.

What I am hoping to do is prepare a list of possible actions that the customer can take to resolve the matter, obviously assuming we have done all we can to avoid this, and put these in a standard email/advice page.

The main areas to include are firewalls and cookies so I would love advice on specific things we could ask people to try;

Firewall - lots of posts about Zonealarm but what can we reasonably ask people to do, ie. change settings to Medium, allow a certain programme access, etc.

Cookies - does anyone know what settings have caused this problem in different browsers, what settings do people at least need to have enabled?

Any others I should ask people to consider? Are there likely to be specific browser issues that we could include, etc, etc.?

Once I have collated this info I will test it and if customers find it useful I will post the results for others to use.

Thanks in advance

Rob

[wjcampbe]

Very first thing to eliminate is any possibility that one of the links in the site cross from non-www to www or vice versa - this will nullify a cookie right away, since the browser will immediately consider this a change to a completely seperate site.

[RJW]

Thanks Bill

Went through the site and after finding no non-www links had a rethink.

Eventually found the solution to all my problems (if only) and have posted the solution here http://community.actinic.com/showthr...680#post138680

Essentially it was the Checkout Now button on the View cart page that was emptying the basket whiel the Checkout button in the Nav menu worked fine. I think behind this was the fact that we have different urls for the SSL pages - something the smart theme doesn't seem to like with this component.

Anyway all sorted now so thanks for your help and doesn't look like we need to post a 'fix list' for customers.

Cheers

Rob