First, find where checkout stops

Record the exact step where the problem appears. Does the product fail to enter the cart? Is a shipping option missing? Does the payment gateway return an error? Or has the customer not received a confirmation email? Each situation needs a different check. A missing email alone does not mean an order was never created.

The purpose of this first check is to gather information, before changing code. A technician needs enough detail to reproduce the problem and distinguish a store error from a problem with a connected service.

Record five things

  1. The page address and the product affected.
  2. The last working step and the exact error message.
  3. The date, approximate time, device and browser.
  4. The selected country, shipping option and payment method.
  5. The most recent change before the problem began, such as a module update.

A screenshot helps, but remove customers' personal and payment details. Do not send passwords, admin credentials or card details through a public form.

Check whether the order was created

Find the order in the administration using the available details. Check its status and compare this with the payment status in the provider's system. Do not ask the customer to pay again until you have verified the result of the first attempt.

Shipping and payment settings also depend on the country, customer group or cart contents. If only one combination fails, give the technician those exact details. If the entire website is down, check the hosting status too.

Avoid blind changes on a live store

Do not disable every module at once. Do not launch a major update as an attempted fix, and do not delete orders to remove a visible error. These actions risk changing other parts of the system and making the original cause harder to find.

Before a change affects payments, data or a large part of the installation, agree on a backup, a test environment and a rollback procedure. Follow an agreed process for test orders so they do not accidentally trigger real dispatch or additional charges.

What to send to support

A short description is enough: “Since this morning, customers have been unable to complete checkout after choosing shipping. The problem occurs on both phones and computers. We changed the payment module yesterday.” Add your store URL and contact details. You do not need to know the cause.

Our PrestaShop repairs service addresses specific issues. Compare one-off support, prepaid hours and maintenance in our pricing. For recurring work, discuss ongoing maintenance.

Further reading

Check the documentation for your version and the instructions for the specific payment or shipping module. Start with the official PrestaShop user documentation.