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Urgent Investigation Required – Checkout Flow Disruption

This topic has 6 replies, 2 voices, and was last updated 8 hours, 15 minutes ago ago by Jack Richardson

Mark

Participant

May 26, 2026 at 13:33

Good day,

I trust you’re well.

We’ve observed a critical issue affecting our customers during online checkout. After adding items to the cart and selecting “checkout,” However, instead of proceeding to the final steps (like accepting terms and completing the purchase), they are being redirected back to the “My Account” dashboard.

This has led to significant frustration, as many customers cannot complete their purchases.
Our developers suspect this is related to the theme, as no other changes have been made.

We kindly request that you investigate the cause of this disruption and advise us on how to resolve it, as it’s impacting both customer experience and conversions.

We appreciate your prompt attention and look forward to your feedback.

Best regards, Mark

#470776 Copied

5 Answers

Jack Richardson

Support staff

May 26, 2026 at 14:05

Hello @Mark,

Please check whether you have assigned the correct page in “WooCommerce → Settings → Advanced” that you created to be used as your customized WooCommerce checkout page.

We have tested your website but were unable to reproduce the issue (https://gyazo.com/968ffcdea9e98f58f1d7e25cd6337aae). Therefore, please provide us with detailed steps, screenshots, or a video demonstrating how to recreate the problem on our side. You can upload the video to a file-sharing service such as https://fex.net/ and share the download link with us.

Best regards,
Jack Richardson
The 8Theme’s Team

#470778 Copied

Mark

Participant

May 26, 2026 at 21:57

Good day, Jack

Thank you for your email and the contents therein acknowledged.

Please find attached screenshot recording for your reference. Your response will be greatly appreciated.

We’ve observed a critical issue affecting our customers during online checkout. After adding items to the cart and selecting “checkout,” However, instead of proceeding from (login or billing details) to the final steps (like accepting terms and completing the purchase), they are being redirected back to the “My Account” dashboard.

Files is visible for topic creator and
support staff only.

#470797 Copied
Jack Richardson

Support staff

May 27, 2026 at 07:21
Hello @Mark,

Please try adding the following custom code to your xstore-child/functions.php file:

function etheme_woocommerce_force_proper_login_redirect( $redirect, $user ) { if ( function_exists('is_checkout') && is_checkout() ) { return $redirect; } return $redirect; }

Afterward, please check if the issue is resolved. If you require our assistance, kindly provide us with temporary wp-admin access to your website in the private content section.

Best regards,
Jack Richardson
The 8Theme’s Team
#470802 Copied
Mark

Participant

May 27, 2026 at 09:28

Good day, Jack

Thank you for your email.

Please be advised that I will consult our developer and revert shortly thereafter with feedback.

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Jack Richardson

Support staff

May 27, 2026 at 09:37

Hello @Mark,

Ok, we are waiting for your feedback.

Kind regards, Jack Richardson
The 8theme’s team

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