Troubleshooting
Messages in the checkout
The messages a customer can see in the checkout and after payment, what they mean and what you do.
Where: the storefront's checkout at /checkout and the page after payment. The storefront shows the texts in Swedish or English, depending on its language. The tables quote the English text.
Under many messages is a grey line, for example HTTP 502 · kustom_error · Kustom 400 · BAD_VALUE · correlation_id …. It shows the status code, the error code and Kustom's id for the call. Send the line to support@bunstack.co if the error persists.
Shipping and country
| Message | Cause | What to do |
|---|---|---|
| "Enter your postal code and we will fetch shipping options with exact prices." | The postal code is not complete | Not an error |
| "Getting prices from the carriers…" | BunStack asks Sendify for rates, for at most 20 seconds | Not an error |
| "The carriers are slow to answer. It takes a few more seconds." | The prices have not come after 8 seconds | Not an error |
| "The carriers did not answer in time." with the button "Try again" | The checkout got no answer in 25 seconds, or Sendify did not answer in 20 seconds and no shipping method has a fallback price | The customer presses "Try again" or chooses a shipping method with a fallback price. If it happens often, try the same postal code under Stack › Sendify › Test quote |
| "The carriers did not answer." with the button "Try again" | Sendify returned an error, and no shipping method has a fallback price | The customer presses "Try again" after a while. A failed answer is kept for 5 minutes. If it persists, try the same postal code under Stack › Sendify › Test quote, or fill in Fallback price under Settings › Shipping |
| "Live rates are unavailable right now — standard prices are shown." | Sendify did not answer or gave no rates, or the storefront's 300 live rates per hour are used up | The checkout uses the fallback price. Try the same postal code under Stack › Sendify › Test quote |
| "We could not load the shipping options just now. Nothing is wrong with your postal code." | The checkout could not read the shipping methods or their prices, or the customer's 20 price lookups per minute or the storefront's 300 live rates per hour are used up | The customer presses "Try again" |
| "We found no shipping methods for this postal code. Check the code or contact us." | No active shipping method fits the postal code | Check the shipping methods under Settings › Shipping |
| "We do not ship to …" | The country is not among the storefront's delivery countries | Add the country under Storefronts › [storefront] › Checkout |
| "Payment in SEK is not enabled for Sweden." with the button "Switch to NOK and continue" | Kustom has refused the pair of country and currency, the currency is not enabled in the storefront, or the Kustom agreement lacks the currency | The customer can switch currency. Under Stack › Kustom › Markets, the pair is under Kustom said no: ask Kustom to add the market and press Check with Kustom. Enable the currency under Storefronts › [storefront] › Pricing rules › Currencies |
| "We cannot take payment in that currency right now. Switch currency and try again." | The currency has no market or no exchange rate | See the row above. Check the Exchange rates stale notification |
A missing weight does not cause a fallback price. BunStack then uses the default parcel.
When the customer goes to payment
| Message | Cause | What to do |
|---|---|---|
| "The checkout did not respond. No payment was taken. Try again in a moment." | Kustom rejected the order | The customer can try again. If it persists: send the grey line to support |
| "The checkout is not enabled for this shop yet." | Kustom is chosen but not connected, or the credentials are missing | Press Connect Kustom or save the credentials again under Stack › Kustom |
| "… is sold out. Remove it from your cart." | The item sold out, has the stock mode Out of stock, or has no stock above its stock threshold | The customer removes the line. Check the stock and the stock mode |
| "Only 2 left of … Lower the quantity in your cart." | The stock does not cover the quantity | The customer lowers the quantity |
"The shop is not taking orders right now. No payment was taken." with HTTP 404 · storefront_unavailable | The storefront was paused or unpublished while the checkout was open | Change the status under Storefronts › [storefront] › Go live |
| "This shop is open to members only. Reload the page and sign in again." | The storefront is private and the customer's sign-in is no longer valid | The customer reloads the page and signs in again |
| "Too many attempts. Wait a minute and try again." | The checkout limits the number of attempts | The customer waits a minute |
| "The payment window has not loaded. No payment has been taken." with the button "Reload the page" | Kustom's window did not load in the customer's browser. The credentials work | The customer reloads the page. Re-verify changes nothing |
Discount codes
| Message | Cause | What to do |
|---|---|---|
| "Code not valid for this cart." under the discount field | The code is switched off, has not started, has expired, is used up or belongs to another storefront | Check the code under Discount codes. Upper and lower case do not matter |
| "The code does not apply to sale items or items with a promotional price." | The code has Not on reduced items and the cart has only items on sale or lowered by a pricing rule | As intended. Turn Not on reduced items off on the code if it should apply to sale items |
| "The code applies to purchases of at least …" | The cart is under Minimum subtotal. With Not on reduced items only full-price items count | Check Minimum subtotal on the code |
"… The discount code has been removed." with HTTP 400 · discount_not_applicable | The same two causes, found when BunStack creates the order | The customer continues without the code |
"That discount code is not valid for this order — it has been removed. Continue without it or enter another code. No payment was taken." with HTTP 400 · discount_invalid | The same causes, found when BunStack creates the order | The customer continues without the code |
| "The payment window could not be updated. The code was not changed." | The customer changed the code after the checkout window opened, and Kustom did not create the new order | The customer pays in the window as it is, or tries again |
| "You already pressed buy in the checkout window, so the code was not changed." | The customer pressed buy in the last 15 minutes and then changed the code | The customer completes the payment. If the payment was cancelled, the customer can change the code after 15 minutes |
"The payment for the previous order has already started." with HTTP 409 · payment_in_progress | The customer pressed "Change" while a payment was waiting on the phone | The customer completes the payment on the phone, or reloads the page if it was cancelled |
BunStack never creates a second order that can also be paid.
After the customer confirms in the checkout window
| Message | Cause | What to do |
|---|---|---|
| "An item in your cart is out of stock. No payment was taken." | The stock ran out, or the item got the stock mode Out of stock, between the cart and the payment | Check the stock and the stock mode |
| "The checkout was open too long and the session expired. No payment was taken." | The checkout was created more than 48 hours ago, is already closed, or the storefront is not live | The customer starts again |
| "The prices in your cart changed while the checkout was open. No payment was taken." | A price changed during the purchase | The customer starts again |
| "The delivery country you entered in the payment window does not match the country chosen here …" | The country in Kustom's window differs from the country in the checkout, or the storefront does not ship there | The customer chooses the right country and starts again |
| "The order in the payment window had been replaced by a newer one …" | The customer paid in a window whose order had already been replaced, usually in another tab | The customer continues with the new order |
| "The checkout could not verify the order at the last step. No payment was taken. Try again in a moment." | The check before payment did not answer | The customer tries again |
The page after payment
| Message | Cause | What to do |
|---|---|---|
| "Thank you for your order" and "Your payment has been received. We are registering your order and will email you as soon as it is ready. Do not pay again." | Kustom took the payment, but BunStack could not create the order | You get the notification Paid checkout without an order and an email. Open the checkout under Abandoned checkouts and press Retry promotion |
| "The payment did not go through" and "The payment was cancelled." | The customer cancelled the payment | Nothing. "Try again" leads to the checkout with the cart kept |
| "The payment did not go through" and "The payment provider did not approve the payment." | Kustom did not approve the payment | Nothing. "Try again" leads to the checkout with the cart kept |
| "The payment did not go through" and "The checkout was open too long and the session expired before the payment was confirmed." | The session expired before payment | Nothing. The cart is kept |
Warning: The customer must not pay again when the page says "Do not pay again." Run Retry promotion on the checkout under Abandoned checkouts. The customer's page moves on to the order confirmation as long as it is open.