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Subscription customers cannot remove a listing from their cart

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Hi - please can someone help?  I have an online shopping site with regular products, services and subscription products.  Customers are reporting that the subscription continues to appear in their cart at checkout (when placing an order for something else) after they have already subscribed.  There is no 'remove' button to enable them to remove it from their cart - squarespace wants to charge them again. I have NO idea why this is happening and it is preventing people from placing orders.  Anyone out there know about this stuff please? 

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20 hours ago, NickiF said:

I have an online shopping site with regular products, services and subscription products.  Customers are reporting that the subscription continues to appear in their cart at checkout (when placing an order for something else) after they have already subscribed. 

Squarespace uses a separate checkout for subscription products and this means that customers cannot checkout with subscription products and non-subscription products at the same time - and this can often be confusing for potential customers.

However, if the customer checks out with the subscription product (or they abandon the checkout page with a subscription product in the checkout) the subscription product should be removed from the checkout and not appear the next time. If this is not happening on your site, please contact Squarespace Customer Care directly as forum users aren't able to troubleshoot technical issues.

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Edited by paul2009

About me: I'm Paul. A SQSP User for 18 yrs, I joined Circle when it launched in 2016 and have been a Circle Leader since 2017. I value honesty, transparency, diversity and good design ♥.
Work: Founder of SF.DIGITAL, providing expertise and extensions to supercharge your Squarespace website. 
Content: Views and opinions are my own. Links in my posts may refer to my own SF.DIGITAL products or may be affiliate links.
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