I am writing to you today with a sense of urgency and frustration that has been building due to ongoing issues that remain unresolved. It appears that we are caught in a seemingly endless loop of problems that continue to persist without a clear resolution in sight.
We initially encountered the "empty cart" issue on our live site several months ago, and while it was eventually resolved, we now find ourselves grappling with the very same issue on our development site, indaba.stonehutdev.co.za. It is perplexing and concerning to us why this problem has resurfaced, and equally troubling is the protracted timeline it takes to address and rectify these issues.
A private ticket, as indicated above, was diligently submitted by my senior developer regarding the inability to access the specialist page. While we appreciate that this specific issue was addressed, we are deeply dissatisfied that the "empty cart" problem still lingers. It's worth noting that this ticket was initially raised on 18th August, and to date, we are yet to witness a resolution.
The responses we have received so far, primarily stating "working on it," have left us feeling frustrated and dissatisfied. Over the course of the past 11 months, we have encountered a series of challenges with your system, both as an all-in-one solution and when using individual plugins. The recurrence of these issues after they have supposedly been resolved is both perplexing and disheartening.
Our client's patience is wearing thin due to the persistent delays in getting their site live and fully operational. We believe that urgent attention is warranted for the aforementioned private ticket to expedite the resolution of the "empty cart" issue.
Your prompt and thorough assistance in this matter is of the utmost importance to us, as we are eager to provide our client with the reliable and efficient service they deserve.
Thank you for your immediate attention to this matter.
I wanted to inform you that we have successfully implemented the latest release you provided to us yesterday.
However, we are currently facing a critical issue related to the empty cart problem. Allow me to provide you with a detailed description of the issue:
Upon initial installation of the new release, we conducted extensive testing and found that the system operated flawlessly. We were able to make one booking, view the order in the cart, and complete payment without any issues.
HOWEVER, there is a significant issue with the empty cart still occurring:
Upon attempting to make subsequent bookings, we observed that the cart consistently appears empty. Even when a new user initiates a booking, the cart remains empty.
It appears that, after an order is placed, the user session within Woo Commerce is not being cleared and, as a result, is caching previous data.
We kindly request your immediate attention to resolve this matter urgently.
Thank you for your prompt attention to this matter.
This is mostly a WooCommerce issue, you will need to remove the WC page from the caching.
if you notice that cart shows up empty when you open the link yoursite/cart but if you add a random parameter it will appear correctly : yoursite/cart?abc
We have tried the links you sent and they do not make any difference to the empty cart issue we are experiencing.
We had this empty cart issue before and you resolved this for us. We did not have to do anything to WooCommerce to fix this issue, it was fixed on your side. My developer submitted a ticket. Unfortunately due to your new ticketing system we cannot access our earlier ticket as reference.
This matter is becoming extremely frustrating and we urgently need you to fix this as you did previously. The system is a fail with the cart showing empty and must be fixed!!
I tested out few things in your site, I can confirm things are not working correctly.
I added the vibe cart to confirm the cart is recognising the add to cart event from the calendar <-- this is working.
Redirect to cart the cart items should be transferred to WooCommerce cart, this happens via a Cookie , and it is failing in your site.
We're debugging more on ths and getting back to you in 24 hours. Woocommerce has released several updates which may have caused this issue, how ever this can be tested in the demos and it works flawless. https://prnt.sc/4qDNmRQJ1cmH
We installed the latest update you sent on Friday last week and tested the process again and we are STILL getting the empty cart issue.
The only item that looks to be different is that once a booking has been made, you are no longer directed to the cart page however the item is added to the menu cart - FROM THERE IT IS STILL THE SAME PROBLEM - if you click to to view the cart you STILL get the EMPTY CART message and if you click on the menu cart it also shows that the cart is empty.
Attached is a video of the process.
Ripul the plugin is not working and every time you send another update the issues is not resolved.
Please check the system thoroughly, the entire process before send me another update that doesn't work.
And at the same time I need this issue resolved URGENTLY!!! Your system is failing - simply put, one cannot make a booking and check out successfully.
PLEASE URGENTLY ATTEND TO THIS PROVIDE FEEDBACK TODAY!
You created a new user account and did a test which worked in the video you sent - we received notification of your new user registration. You did NOT TEST again with the same user making another booking - this is where the empty cart issue is happening.
If you try and make another booking with the user account you created yesterday, you will see it brings up the empty cart issue.
We need this issue fixed urgently!!! This has been going on for too long now and I need a resolution urgently.
Test your system and you will see it is not working for repeat bookings - EMPTY CART ISSUE STILL HAPPENING!!
It is unacceptable that this issue is taking this long to resolve and you have failed to provide me with an update. This is now the 4th message without any feedback from you.
My client is wanting answers and we need a resolution.
Please do a check on the site to make sure that it's working correctly.
Remember it's only on repeat bookings that the empty cart issue is happening. You must double check that you can do a second booking without having this issue.
We have done testing on many browsers, cleared cache, cleared Woo-commerce cache and the issue still exists on our side.
Did you clear anything on your side before testing?
Please, can you disable the booking pop up which will force a visitor to login before booking, this works 100% so we can avoid the empty cart issue if a visitor does not login first.
I have sent you messages all this week and I have no reply from you. Your last message was Friday last week indicating an update to the Vibe Appointments.
What is happening? Why have you not sent a reply?
This is extremely urgent! Please respond to my messages with an urgent update on the situation please.
I received a reply from you on the 3rd November with the following message ...
"We have an update releasing for the vibe appointments with the provision to disable this. We're trying to release it today or max by tomorrow. Once that update is live, we can enable this in your site."
I have repeatedly requested feedback as to when the update will be released, however since your message on the 3rd November I have no response from you. This is unlike you as you usually keep me updated on the status of the issue.
To recap on our issue. We are experiencing empty cart issue and for this to be resolved we require the booking pop up to be disabled. This issue has been active since the 13th September - 2 months!
An urgent resolution is required. Please reply to my message with an update.
PRIVATE TICKET #3439440
Dear Ripal,
I am writing to you today with a sense of urgency and frustration that has been building due to ongoing issues that remain unresolved. It appears that we are caught in a seemingly endless loop of problems that continue to persist without a clear resolution in sight.
We initially encountered the "empty cart" issue on our live site several months ago, and while it was eventually resolved, we now find ourselves grappling with the very same issue on our development site, indaba.stonehutdev.co.za. It is perplexing and concerning to us why this problem has resurfaced, and equally troubling is the protracted timeline it takes to address and rectify these issues.
A private ticket, as indicated above, was diligently submitted by my senior developer regarding the inability to access the specialist page. While we appreciate that this specific issue was addressed, we are deeply dissatisfied that the "empty cart" problem still lingers. It's worth noting that this ticket was initially raised on 18th August, and to date, we are yet to witness a resolution.
The responses we have received so far, primarily stating "working on it," have left us feeling frustrated and dissatisfied. Over the course of the past 11 months, we have encountered a series of challenges with your system, both as an all-in-one solution and when using individual plugins. The recurrence of these issues after they have supposedly been resolved is both perplexing and disheartening.
Our client's patience is wearing thin due to the persistent delays in getting their site live and fully operational. We believe that urgent attention is warranted for the aforementioned private ticket to expedite the resolution of the "empty cart" issue.
Your prompt and thorough assistance in this matter is of the utmost importance to us, as we are eager to provide our client with the reliable and efficient service they deserve.
Thank you for your immediate attention to this matter.
Sincerely,
Gill Balfour
Stone Hut Designs
We've released an update of the appointments plugin today with the fix.
https://wpappointify.com/knowledge-base/vibe-appointments-1-9-7-1/
see updated user flow :
https://www.screencast.com/t/ocgkea8ObRVf
so even if user registers and moves to confirming registration then comes back he will land on the same instructor with the active slot.
Dear Ripul,
I wanted to inform you that we have successfully implemented the latest release you provided to us yesterday.
However, we are currently facing a critical issue related to the empty cart problem. Allow me to provide you with a detailed description of the issue:
Upon initial installation of the new release, we conducted extensive testing and found that the system operated flawlessly. We were able to make one booking, view the order in the cart, and complete payment without any issues.
HOWEVER, there is a significant issue with the empty cart still occurring:
Upon attempting to make subsequent bookings, we observed that the cart consistently appears empty.
Even when a new user initiates a booking, the cart remains empty.
It appears that, after an order is placed, the user session within Woo Commerce is not being cleared and, as a result, is caching previous data.
We kindly request your immediate attention to resolve this matter urgently.
Thank you for your prompt attention to this matter.
Gill Balfour
Please urgently respond to my email with an update and resolution to the empty cart issue that we are experiencing.
Yes, this is an active issue we're working on. We expect an update of vibebp today with this fix.
p.s : This issue is orignally connected to WooCommerce not clearing cart sessions.
Any updates on a fix for this issue please?
This is an urgent issue we need resolved for my client.
Any updates on a fix for this issue please Ripul?
This is an urgent request. You confirmed it would be resolved today.
So we have an update releasing in few hours and we're working on it.
I want to confirm when you say cart :
You mean the pop out cart : https://prnt.sc/CHFmplqWZQGi <-- managed by Vibebp
Or the Cart Page : https://prnt.sc/McH-lkm1E4oA <-- managed by WooCommerce, ensure this is not cached.
Hello Ripul,
It is the second issue. WooCommerce is not clearing the cache from the previous booking.
Cart Page : https://prnt.sc/McH-lkm1E4oA <-- managed by WooCommerce
Please attend to urgently.
This is mostly a WooCommerce issue, you will need to remove the WC page from the caching.
if you notice that cart shows up empty when you open the link yoursite/cart but if you add a random parameter it will appear correctly : yoursite/cart?abc
https://wordpress.org/support/topic/cart-is-being-cached-in-woocommerce/
https://www.wpminder.com/ecommerce/excluding-woocommerce-pages-from-caching/
https://www.websitebuilderinsider.com/how-do-i-disable-woocommerce-caching/
Hello Ripul,
We have tried the links you sent and they do not make any difference to the empty cart issue we are experiencing.
We had this empty cart issue before and you resolved this for us. We did not have to do anything to WooCommerce to fix this issue, it was fixed on your side. My developer submitted a ticket. Unfortunately due to your new ticketing system we cannot access our earlier ticket as reference.
This matter is becoming extremely frustrating and we urgently need you to fix this as you did previously. The system is a fail with the cart showing empty and must be fixed!!
I attached screenshots of what is happening.
Please advise urgently Ripul.
Attached files: WhatsApp Image 2023-09-20 at 12.21.45.jpeg
WhatsApp Image 2023-09-20 at 12.22.10.jpeg
WhatsApp Image 2023-09-20 at 12.24.44.jpeg
WhatsApp Image 2023-09-20 at 12.24.59.jpeg
I tested out few things in your site, I can confirm things are not working correctly.
I added the vibe cart to confirm the cart is recognising the add to cart event from the calendar <-- this is working.
Redirect to cart the cart items should be transferred to WooCommerce cart, this happens via a Cookie , and it is failing in your site.
We're debugging more on ths and getting back to you in 24 hours. Woocommerce has released several updates which may have caused this issue, how ever this can be tested in the demos and it works flawless. https://prnt.sc/4qDNmRQJ1cmH
Hello Ripul,
Do you have any update for me?
Please urgently reply with an update on this issue!
Yes, update rleasing shortly for the direct redict to cart.
But I suspect your site cache is also playing a role here.
Update is live. Attached plugin.
Attached files: vibe-appointments.zip
Ripul,
We installed the latest update you sent on Friday last week and tested the process again and we are STILL getting the empty cart issue.
The only item that looks to be different is that once a booking has been made, you are no longer directed to the cart page however the item is added to the menu cart - FROM THERE IT IS STILL THE SAME PROBLEM - if you click to to view the cart you STILL get the EMPTY CART message and if you click on the menu cart it also shows that the cart is empty.
Attached is a video of the process.
Ripul the plugin is not working and every time you send another update the issues is not resolved.
Please check the system thoroughly, the entire process before send me another update that doesn't work.
And at the same time I need this issue resolved URGENTLY!!! Your system is failing - simply put, one cannot make a booking and check out successfully.
PLEASE URGENTLY ATTEND TO THIS PROVIDE FEEDBACK TODAY!
Attached files: Find a Specialist – Indaba Pro.mp4
I reenabled the setting that were previously set in your site that was to redirect user to the cart and it is working correctly attached video
Attached files: test.mp4
It is still not working for REPEAT BOOKINGS
You created a new user account and did a test which worked in the video you sent - we received notification of your new user registration. You did NOT TEST again with the same user making another booking - this is where the empty cart issue is happening.
If you try and make another booking with the user account you created yesterday, you will see it brings up the empty cart issue.
We need this issue fixed urgently!!! This has been going on for too long now and I need a resolution urgently.
Test your system and you will see it is not working for repeat bookings - EMPTY CART ISSUE STILL HAPPENING!!
URGENT ATTENTION REQUIRED.
Any updates please?
working on this...
Please confirm progress during the day.
Any updates please??
Please urgently update me on this issue which must get resolved.
It is unacceptable that this issue is taking this long to resolve and you have failed to provide me with an update. This is now the 4th message without any feedback from you.
My client is wanting answers and we need a resolution.
Please respond urgently.
Working on this. We release update in few hours today.
While working on this, this is working correctly, attached video.
We do have an update of Vibe appointments for the Favourites & slot show issue bfore save bug fix but this is working flawless.
Attached files: 1.mp4
Hello Ripul
Further to your latest reply - this has nothing to do with the issue we are experiencing regarding the empty cart.
You have sent us a video and update on favourites and slot showing which has nothing with what we are asking you to fix.
The empty cart issues is still existing - PLEASE URGENTLY ATTEND TO THIS MATTER!!!
We have shown you and told you so many times it is the repeat booking which comes up with an empty cart.
checking your site...
Any further updates please?
Emty cart bug gets resolved in the vibebp plugin update releasing likely tomorrow.
Please confirm when this update will be released.
Any updates on the new vibebp plugin release please?
Releasing shortly ,
It would go live today.
I truly hope this fixes the repeat booking empty cart issue.
Yes, we're still working on the update. we have more fixes. In case this is urgently required we can apply on your site before the official update.
Thank you for the update.
This issue is extremely urgent, please apply to our site ahead of the official update. When will this be?
ok, I am updating the cartJs in your site.
Please do a check on the site to make sure that it's working correctly.
Remember it's only on repeat bookings that the empty cart issue is happening. You must double check that you can do a second booking without having this issue.
Any news on updating the cart on our site?
we did update cartjs in your site yesterday
We have done testing and found the following.
Your booking popup is clearing the cart immediately, that is why we are getting empty cart sessions.
If we login with the menu login option and then make a booking, it works 100%.
Please can you disable the booking popup so that a user cannot click on a slot but must login on the menu login first and then make a booking.
Please attend to urgently and confirm. Thank you
Any updates please?
I urgently require an update Ripul.
You have not responded to my messages regarding the booking pop up.
Please give me urgent feedback.
Please share a video of how you are testing. This is working in your site, see attached video [ https://wplms.ticksy.com/ticket/3457530/#comment-18495721 ] Maybe we are missing steps on how you are testing.
Please note this issue is not clear, becuase the issue reported does not happen in any test site, even in your site we are not able to replicate.
I attach 2 videos for you to look at.
First Video - select the slot first and then log in on the booking popup - This produces empty cart.
Second Video - logging in first and then going to calendar - This is working.
Please can you go to our development site https://indaba.stonehutdev.co.za/ and do a test for yourself and video it for me.
Please reply urgently.
Attached files: Indaba Pro - Calendar page login.mp4
Indaba Pro - Log in first and then select slot.mp4
Any updates please on my message yesterday with the testing videos I sent you.
I would appreciate a prompt response to this issue.
Thank you
Feedback please?
Thank you
testing this. ..
Thank you, please revert urgently after testing with the link I sent you and videos.
Yes the issue only appears in your site and not in our test site & demos/ So applying fix in your site.
Thanks for patience.
Thank you.
this is now resolved. see attached, it was likely a cart cache issue. I added code to force removed cache to fix this.
Attached files: t.mp4
We have done testing on many browsers, cleared cache, cleared Woo-commerce cache and the issue still exists on our side.
Did you clear anything on your side before testing?
Please, can you disable the booking pop up which will force a visitor to login before booking, this works 100% so we can avoid the empty cart issue if a visitor does not login first.
Please provide feedback.
Any updates please?
So, if we disbale login popup then the user is required to login first to book any instructor .
Please clarify if this is what you meant ?
Yes, exactly.
If a user is forced to login, the system works.
Please disable the popup and confirm once done.
Thank you
Any updates please on disabling the pop up?
Update please?
Any updates please?
working on it..
Please indicate time-frame for completion.
Please provide an urgent update.
I require an urgent update on this matter please, it's been nearly a week since I requested the pop up to be disabled.
Please reply urgently.
This is not good enough, you have not provided me with an update since Monday????
This matter is extremely urgent - please reply.
We have an update releasing for the vibe appointments with the provision to disable this. We're trying to release it today or max by tomorrow.
Once that update is live, we can enable this in your site.
Thank you.
Please confirm when this has been updated on our site so we can check.
Any news on the updated release of the Vibe appointments?
Thank you.
Please urgently respond. When is this updated being released???
This is outrageous, no reply at all this week!
What is happening with the update? My client is becoming extremely frustrated with the situation.
Please reply urgently with an update. This is very very frustrating.
Ripul,
I have sent you messages all this week and I have no reply from you. Your last message was Friday last week indicating an update to the Vibe Appointments.
What is happening? Why have you not sent a reply?
This is extremely urgent! Please respond to my messages with an urgent update on the situation please.
Hello Ripul,
I received a reply from you on the 3rd November with the following message ...
"We have an update releasing for the vibe appointments with the provision to disable this. We're trying to release it today or max by tomorrow.
Once that update is live, we can enable this in your site."
I have repeatedly requested feedback as to when the update will be released, however since your message on the 3rd November I have no response from you. This is unlike you as you usually keep me updated on the status of the issue.
To recap on our issue. We are experiencing empty cart issue and for this to be resolved we require the booking pop up to be disabled. This issue has been active since the 13th September - 2 months!
An urgent resolution is required. Please reply to my message with an update.
Thank you.
Apologies for the delay . I was unwell.
The issue is resolved. We are no longer redirecting the non-logged in user to the cart.
I was facing similar issue. found the solution from a youtube video.