A coupon error reloaded the page and wiped the basket.
A fashion retailer was losing checkout revenue to a bug that reloaded the page on a coupon error and emptied the cart. Beeyacorp found it in session recordings and fixed it within a week. Recovered revenue covered the engagement in month one, with checkout conversion up 31%.
A fashion retailer was losing checkout revenue to a bug that reloaded the page on a coupon error and emptied the cart. Beeyacorp found it in session recordings and fixed it within a week. Recovered revenue covered the engagement in month one, with checkout conversion up 31%.
A coupon error was silently emptying customers’ baskets
Shoppers were abandoning at checkout for a reason nobody had identified. A coupon-code error triggered a page reload that wiped the basket, so customers who tried an invalid code lost their entire cart and left. It was invisible in aggregate analytics and only surfaced in session recordings.
Objectives
- Identify the true cause of checkout abandonment. Find what aggregate analytics couldn’t explain.
- Fix the coupon-error bug. Stop the page reload that wiped baskets.
- Recover lost checkout revenue. Turn the fix into immediate revenue recovery.
- Reduce cart abandonment at the payment stage. Harden checkout against similar failures.
What a proper audit made visible
The audit is where every engagement starts. What follows is pulled straight from the account, not estimated.
| Area | Finding |
|---|---|
| CRO | Elevated checkout abandonment with no obvious cause in aggregate data. |
| Technical | A coupon-error page reload emptied the cart. |
| Analytics | No session recordings to surface the specific failure. |
| Checkout | Fragile error handling at the coupon step. |
Underneath the numbers, a coupon-error reload was destroying carts at the payment stage while aggregate analytics hid a bug only visible in session recordings, and fragile checkout error handling was punishing a common user action.
How we fixed it
Watch real sessions, then fix fast. Session recordings surfaced the coupon-error bug, and we fixed it within a week, then completed a broader checkout friction pass to protect the payment stage.
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What we did
- Used session recordings. Surfaced the coupon-error bug hidden in aggregate data.
- Fixed the basket-wiping reload. Resolved within a week of discovery.
- Completed a checkout friction pass. Hardened the broader payment stage.
- Added monitoring. Set up ongoing checks to catch similar issues.
How it was sequenced
| Phase | Timeframe | What Happened |
|---|---|---|
| Diagnose | Days 1–7 | Session recordings and checkout review |
| Fix | Week 1 | Coupon bug resolved |
| Harden | Weeks 2–3 | Broader checkout friction pass |
| Monitor | Ongoing | Ongoing checkout monitoring |
A one-week fix that paid for itself in a month
These figures come straight from the account, reflecting the outcomes as documented over the engagement.
| Metric | Before | After |
|---|---|---|
| Checkout conversion | Baseline | +31% |
| Cart abandonment | Elevated | -19% |
| Coupon bug | Wiping baskets | Fixed |
| Time to find and fix | — | 1 week |
| Payback | — | Month 1 |
Some of the most expensive conversion leaks are bugs invisible to aggregate analytics, and session recordings surface failures that numbers alone never reveal. In e-commerce, checkout bugs can quietly destroy revenue while dashboards look normal; fixes at the payment stage pay back fast, a pattern we see consistently across our e-commerce marketing clients.
Frequently Asked Questions
Because aggregate analytics show elevated abandonment without revealing the cause. The coupon-error reload that wiped baskets only surfaced when real sessions were watched, since the numbers alone couldn't explain why buyers left.
Session recordings replay real visitor sessions, showing exactly what people do and where they fail. They surfaced the coupon-error bug that emptied carts, a failure invisible in aggregate data but obvious once watched.
Because when the bug sits at checkout, every affected session is a lost order at the moment of purchase. Fixing it recovers revenue immediately, which is why a one-week fix covered the engagement within month one.
Watch real sessions regularly and monitor the checkout specifically, rather than relying only on aggregate metrics. Adding monitoring after the fix helps catch similar payment-stage failures before they cost significant revenue.
Related client results
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