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Safari 5.05 breaks Paypal shopping cart

3569 Views 18 Replies Latest reply: Sep 20, 2012 1:01 AM by plynnplynn RSS
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tmorris9 Level 1 Level 1 (5 points)
Currently Being Moderated
May 16, 2011 11:30 PM

I had a customer complain today that they were having a problem ordering products from my web site, they were using Safari. I thought maybe it was a temporary Paypal problem or something but after extensive 4 hours of testing I find it's Safari that is the problem I know v5.05 is broken but don't know about older versions.

 

I have many items on my website and use Paypal's "add to cart" buttons. The problem happens at random times. Basically when adding items to the cart, it will occasionally empty it's contents only leaving the last added item. My customer was buying over 20 items and never got past item 18 even after trying 4 times.

 

Sometime the cart would show up empty after the second item, sometimes it looked like it was going to work all the way but showed empty at the 18th item.

 

I tried to duplicate the problem and was able to constantly re create it though sometimes it took more like 30 items added. I even created a new page with new buttons and was again able to recreate the issue over and over. This proves it's not related to a single button or item.

 

So I then loaded up Chrome and tried it. I added over 80 items 3 times and it never failed. Went back to Safari and bam, it happens.

 

I am convinced it's either a bug in Safari of something that's just not compatible with the way Paypal works.

 

I don't know where the temporary cart info is stored, I thought it was stored on Paypal but now I don't know.

 

If anybody could shed any light on this subject I would really appreciate it.

 

Thanks!

iMac, Mac OS X (10.6.7), Safari 5.05
  • Carolyn Samit Level 10 Level 10 (84,070 points)
    Currently Being Moderated
    May 17, 2011 10:50 AM (in response to tmorris9)

    Suggest this...

     

    From the Safari menu bar click Safari / Preferences then select the Autofill tab.

     

    Click Edit next to: Other forms. Delete all the url's related to your site.

     

    Now from the menu bar click Safari / Reset Safari. Select the top 7 boxes, click Reset.

     

    Restart their computers.

     

    I rarely see a complaint regarding this issue here so I hope the advice helps.

     

    Chrome vs Safari. Safari being the browser with the highest security available. I would never use Chrome for purchasing online.

  • retroman Level 1 Level 1 (10 points)
    Currently Being Moderated
    Jun 26, 2011 7:28 PM (in response to tmorris9)

    I am having the exact same problem when I try to check out with a ebay purchase with paypal. It gives me an error each time. Chrome seems to work fine as well as Firefox.

  • OWS_Developer Calculating status...
    Currently Being Moderated
    Oct 12, 2011 7:31 AM (in response to tmorris9)

    We're having the same problem with Apple/Safari 5.1. There are reports that some users can't keep items in their cart when they add another item (first report said items>7 cleared cart, second said only one item could be added, the next one removed the first) Initial testing suggest it may have something to do with Safari cookies settings. See below.

     

    Lion OS

    Safari 5.1

    Privacy setting: Block cookies from third parties and advertisers

    PayPal OK

     

    Mac OS 10.4.11

    Safari version 4.1.3

    PayPal OK

     

    Mac OS 10.6.8

    Safari 5.1

    Privacy setting: Block cookies from third parties and advertisers

    PayPal cart automatically empties itself after a certain number of items added (>7, how much higher differs)

     

    Mac OS 10.6.8

    Safari 5.1

    Privacy setting: Block cookies = Never

    PayPal OK

  • marcust Calculating status...
    Currently Being Moderated
    Feb 15, 2012 7:56 AM (in response to OWS_Developer)

    Did anyone ever get a definitive answer to this? I'm having the same issue with Safari 5.1.2 on Mac OS 10.6.8. The Privacy settings adjustment (Block cookies = Never) did NOT fix it.

  • plynnplynn Calculating status...
    Currently Being Moderated
    Feb 28, 2012 3:27 AM (in response to tmorris9)

    Yes Safai 5.0.5 under MacOS10.5.8 and Paypal are not friends just now.  Contact Paypal and Safari hangs.  This has been happening for weeks.  I ahve to use Firefox.  Most annoying.

  • Klaus1 Level 8 Level 8 (43,345 points)
    Currently Being Moderated
    Feb 28, 2012 3:54 AM (in response to plynnplynn)

    Try updating Safari to version 5.0.6.

     

    Also, check that your Java is up to date.

     

    I have no problems with PayPal.

    iMac iSight G5 2.1 GHz, QT Pro 7.7, Mac OS X (10.5.8), iLife 9 but iMovie 6, Safari 5.0.6
  • PeterAdie Calculating status...
    Currently Being Moderated
    Mar 28, 2012 5:19 AM (in response to tmorris9)

    I am having the same problem on iPad 2 and PC using Safari v5.1.4 on Win 7 64 bit.

     

    The cart sometimes empties itself as I add other items using Add To Cart.  The cart only shows the newly added item and has lost all the previous items. The cart also empties sometimes when selecting View Cart.

     

    In both cases, there does not seem to be a pattern but it does take around 3 minutes of adding or viewing items before it manifests itself. By this point I have maybe 10 items in the cart.

     

    I cannot replicate the problem on Internet Explorer 9 or Firefox 11. So, it seems to be a problem with Safari cookie session management.

     

    Java is up to date on PC, iPad is running iOS v5.1

  • marcust Level 1 Level 1 (0 points)
    Currently Being Moderated
    Mar 28, 2012 10:02 AM (in response to tmorris9)

    PeterAdie's experience is exactly like mine, except I'm having it on a Mac running OS 10.6.8 and Safari 5.1.2 and Java 1.6.0_29. It seems completely random, but totally repeatable. I can add 3 items and it will happen, or sometimes 12 items and it won't. Doesn't matter which items they are, the order I add them, whether I spawn a new tab or window during the transaction - eventually, I can make it happen. It does tend to happen more "reliably" with more items added (i.e., adding 1 or 2 items usually won't break it).

     

    Works fine in FF8, FF10 and FF11.

     

    I tried all the cookie and reset suggestions from Carol Samit and OWS_Developer above, but nothing made it work any differently.

     

    Very frustrating!

  • PeterAdie Level 1 Level 1 (0 points)
    Currently Being Moderated
    Apr 6, 2012 4:01 PM (in response to tmorris9)

    Has anyone found a fix to this problem? I have a support ticket open with Paypal but I think the cause is Sarari cookie session management because the problem occurs on my PC using Safari and my iPad. I tired to replicate the problem on my PC with Firefox 11 and IE9 without success. My PC is now running Safari 5.1.5 and the iPad is running iOS5.1.

    With Safari I can consistently replicate the problem using a combination of approximately 25 "add to cart" and "view cart" actions using buttons stored in Paypal profile over a period of less than 5 minutes and having maybe 10 items in the cart.

     

    Any help would be really appreciated

    Peter

  • marcust Level 1 Level 1 (0 points)
    Currently Being Moderated
    Apr 6, 2012 5:53 PM (in response to PeterAdie)

    Yeah - pretty annoying, especially since this thread and others seem to put the blame squarely on a bug in Safari. I can't believe Apple isn't addressing it because Paypal is a pretty popular platform and this issue, while not catastrophic, does make using Safari with Paypal very problematic. We're just crossing fingers that we don't lose any customers over the frustration of having the cart empty randomly.

  • plynnplynn Level 1 Level 1 (0 points)
    Currently Being Moderated
    Apr 7, 2012 8:08 AM (in response to tmorris9)

    Yes Safari/PayPal still broken as far as I can see.

     

    Mac Dual 2 Ghz PowerPC G5

    MacOS 10.5.8

    Safari Version 5.0.6 (5533.22.3)

    Java 1.5.1_30-b03

  • Lubnatsi Calculating status...
    Currently Being Moderated
    Apr 28, 2012 2:37 AM (in response to tmorris9)

    I had the same problem while testing my site. I think I have a fix.

     

    When grabbing the paypal code for my add2cart button, for the sake of ease, I chose the email code; the one-line link that was easy to assign to my button. I think the email code takes time to load on the buyer's end, and given that the paypal cart is not a quick loader (and opens in a new page for me), it's understandable that some customers don't wait for the cart to fully load, and close the window to continue shopping. Unfortunately that email code needs to load completely before the item is placed in the cart.

     

    Use the paypal website code instead. I pasted the website code into an iframe and it worked like a dream (compared to the email code). OK, I did also have to upload an add2cart image file to my server, and edit my paypal payment button to use a custom button image.

     

    I tested my 55 buttons rigorously, even pretending to be a really impatient customer on a slow network, closing the cart window without it fully loading. I did this for all 55 buttons repeatedly and every time, at the end, I had a cart full of 55 items.

     

    Interesting unrelated observation: when I hit checkout (and pretend I don't have a paypal account), I am able to enter my credit card information sooner in Firefox than in Safari. In Safari, paypal wants my name, address, etc first before taking me to a page where I can input payment details. I find that extra step in Safari bad for business. Has anyone else observed the same thing?

  • marcust Level 1 Level 1 (0 points)
    Currently Being Moderated
    Apr 28, 2012 9:17 AM (in response to Lubnatsi)

    Fascinating! I'll have to give that a try. Not sure I totally understand what you're describing, but will work through it.

     

    Don't know about the CC info thing you describe, but will also take a peek at that.

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