Product options are missing from the order

Summary: 
If your customers select product options but those options don’t appear on the order, the product was most likely added to the cart in a way that skipped the options. This usually comes from a theme button or pop-up that adds the product without reading the selected options. Follow the steps below to find the cause on your store.

Q1. Where should I start?
Open the affected order in your Shopify admin and check:

• Which product is missing its options
• Whether other products on the same order still have their options
• When the order was placed, and whether you made any theme or app changes around that time

Then open the product page on your store and make sure the options are showing.

Q2. Can Quick View or quick Add to Cart buttons skip the options?
Yes. Many themes have a Quick View pop-up or a quick Add to Cart button/icon that lets customers add a product without opening the product page.

How to check:

1. Go to your home page, find the product and look for a Quick View or quick Add to Cart button/icon.
2. Do the same on your collection pages and in the search results (including the search drop-down).
3. Add the product from there and open the cart.
4. If the product is in the cart without options, this is the cause.
   
   

How to fix: Turn off Quick View or the quick Add to Cart button in your theme settings for products that have options, so customers select options on the product page.

Q3. Can a sticky Add to Cart bar or Buy Now button skip the options?
Yes. Some themes show a sticky Add to Cart bar when scrolling, or a Buy Now button, that may not read the selected options.

How to check:

1. Open the product page and select the options.
2. Scroll down until the sticky bar appears and click Add to Cart there, then check the cart.
3. Repeat using the Buy Now button and check the options on the checkout page.
   
   

How to fix: If the options are missing, hide that button in your theme settings for products with options.

Q4. Can customers add the product before the options load?
Yes. If the options take a moment to appear, a customer may click Add to Cart before they load.

How to check:

1. Reload the product page (try on mobile too).
2. Click Add to Cart as soon as the page appears, before the options show.
3. Check the cart for the options.
   
   

Q5. Are the options showing for every product and variant?
If the options don’t show, nothing can be added to the order.

How to check:

1. Open the product page and switch between all variants to make sure the options show for each.
2. Make sure the Hulk Product Options app embed is turned on in Online Store → Themes → Customize → App embeds.
3. Make sure the option set is assigned to this product in the app.
4. If you use more than one theme, market or language, check the product on each.
   
   

Q6. Can the options be lost in the cart?
How to check:

1. Add the product with options to the cart.
2. Change the quantity from the cart drawer and the cart page, and check whether the options stay.
3. Go to checkout from both and check the options there.
   
   

Q7. I’ve checked everything and the issue is still happening. What should I do?
Feel free to write to us here: [Submit a ticket]
Or visit our live chat support from the app to report an issue. Please share:

• The affected order ID(s)
• The product page URL
• Screenshots or a screen recording, if possible