Below is a copy of correspondence received from Shopify in response to information we provided concerning non-function of the reserve feature that previously protected items in the Paladin Shaving shop for five minutes once they were moved into checkout (and, presumably, blocked the same item from being held in checkout by more than one customer at a time). This clearly confirms that some change was made by Shopify which eliminated protection commencing upon advancement of an item into checkout. We still don't have a perfectly clear understanding of what is meant by "payment process" as distinguished from "checkout". In any case, we'll continue efforts either to restore how checkout previously worked or identify and implement an alternative solution. In the meantime, thanks for your patience.
Hey Cody -
Thanks so much for providing that backup! This is what I have learned:
As per this documentation, this is the expected behaviour for the checkout reservation process, as it has recently been updated.
Previously we would have held items on reserve for 5 minutes when a customer moved to the checkout area. This has since been updated to only place a reserve on an item during the payment process. I suspect that your customers were losing their item because their items weren't officially reserved until they hit the payment process.
I can submit a feature request on your behalf to our merchant advocacy team for the option to choose the reservation method so there would still be something to offer to the merchant. I can't guarantee that the feature will be available tomorrow, but I believe you can provide a sound business case for why this is a needed feature. Please feel free to reply to this email with any other feedback you feel would be pertinent to our submission :)
Feel free to reply to this email with any other questions and don't forget that our guru team is here 24/7 to assist you as you grow your business! :)