Why are my customers' option selections not registering on their order?

Possibility 1

There may be an issue with the placement of the install code snippet. In order for the app to store option selections, the snippet needs to placed with the form section of their code file. Refer to this article for more information on how to properly install the code snippet.

Possibility 2

In some cases, themes don't display option selections in the cart by default. Follow the instructions in this article to display them in the cart.

Possibility 3

If your theme uses an AJAX cart, it may not store the option selections. As all themes are different, we suggest you contact your theme's developer to see if there's a way to disable the AJAX cart.

Possibility 4

If you have multiple options with the same Field Name, they may override each other. Follow the instructions in this article to change the Field Name values.

Possibility 5

Shopify's dynamic checkout buttons i.e. Buy it Now or PayPal Checkout (as seen in this help article: Click me!) currently does not support Infinite Option fields. It will have your customer go through a separate checkout gateway, which does not register their option selections on their order.

We recommend temporarily disabling this feature on your store, and also reaching out to Shopify and letting them know you need support for line item properties with the dynamic checkout feature.

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