Hey @lucas10, how’s it going?
So… This case is being reviewed by our product team — as soon as I have an answer from them, I’ll let you know here!
Karina Mota
Field Software Engineer | VTEX
Hey everyone!
So here’s the update… The response I got from the team is that this issue is tied to some customization made in the checkout.
They reviewed all the information we sent as evidence, including the videos and .har files, and raised a point that during the tests we ran on our end, not all customizations had been disabled — specifically, the customizations weren’t blocked as described in the documentation below:
- Frequently Asked Questions: How to block customizations in a legacy CMS store to investigate issues?
This is because even for stores on VTEX IO, our checkout still runs on the legacy version, and this step is important when checking whether issues are actually coming from VTEX or from some customization.
That said, our team is unable to intervene in this, and can only confirm that it is not something native to the checkout in our stores.
Karina Mota
Field Software Engineer | VTEX
Hi @KarinaMota, how are you?
This isn’t making much sense to us, as we tested without any customization. You also tested on your own native store. We tested on the native theme and the problem showed up. The native theme doesn’t include any customizations. How do you explain that?
We need more complete information, since removing the customizations and/or testing on the native theme the problem persists, as shown in the video and the .HAR file.
Waiting to hear from you.
Four2One Management.
@KarinaMota did you guys make any progress on this? I’m running into the same issue here, same scenario as the last message — I tested without any checkout customizations and the problem persists.
Thanks a lot 