Hydrogen Sales Channel changes and Ruby Scripts are not being applied

[rickykissoon]

We have been seeing an increasing amount of issues with the hydrogen sales channel, contacting shopify plus support has been unhelpful. I'll try to be as thorough as possible in documenting the issues, feel free to ask for code snippets and elaborations.

We noticed that orders were being attributed to either "Hydrogen", or the name of our deployment in the hydrogen sales channel (I've blocked out the customer names and the name of our store):

On Saturday we launched a new deal using the line item ruby scripts. We tested it in the script editor and confirmed that it worked, however to the best of my knowledge there isn't a way to test it with a hydrogen build. But we have never had an issue with the scripts before, so what we do is test in the editor, launch the script to production and do one last test on the live site. On Saturday the script seemed to work sporadically. I was able to get it to work on desktop in chrome. However on desktop in chrome incognito, as well as all browsers on mobile the script did not work. Speaking to colleagues they saw the same issue.

I contacted Shopify support and they ran tests using the dawn theme and confirmed that the script worked as expected, their conclusion was that it was an issue with our hydrogen build.

I may be wrong so an explanation as to how and why would be helpful, but to my knowledge the ruby scripts only run on checkout, so our hydrogen build should be of no consequence to checkout and the ruby scripts. However we were seeing that in some instances the script did not run at all on checkout. Eventually we changed the script we had back to the previous ruby script we were running.

Today we received some customer service issues concerning the deal we are running with the currently live line item ruby script. On inspecting the order we noticed that the line item ruby script did not run on that order. The shipping ruby scripts did. Another observation was that this order was attributed to the deployment name of our hydrogen build (Production Build)

So we went through our recent orders and found that the ones that get attributed to "Hydrogen", had the line item ruby scripts run on them and the other ones (Production Build) did not.

Another issue we see with the sales channel is that on the product admin page when making a new product live we see this:

However some times its just Hydrogen with none of the deployment options, and sometimes when we make a selection and then make the product live, it does not get applied after saving. it seems that on page render it switches from showing the deployment options to just showing Hydrogen as one sales channel and it just auto de-selects it. I have a screen recording showing it de-select and flicker when the save button is clicked.

If the issue with ruby scripts is an issue with out hydrogen build, then some sort of explanation as to what we should be doing would be helpful so that we can jump on this. Otherwise this seems to be an issue on Shopify's side and its affecting live orders atm.

Please feel free to chime in with any suggestions or ideas, this is an urgent matter and your help is greatly appreciated!

Originally posted by @rickykissoon in #2593

[max611]

Hello! A new feature was rolled out to allow products to be published to individual storefronts instead of the Hydrogen app only. This is the reason you see your storefront name instead of the "Hydrogen" name. You might see both name show up while the system transitions.

As for the script error, do you see the same behaviour with a newly created script? If you duplicate the script, does it work?

[rickykissoon]

Hi @max611 , thanks for reaching out!

For the script error, we first noticed it not applying on Saturday when we published a new script, that new script was not duplicated but it was a copy of a previous script that was pasted in and then modified. When we deemed it a lost caused we published the previously live script (which was running for a few weeks with no issues), and found that the issue persisted.

Note that over the last month or so we were seeing that the majority of orders were being attributed to Hydrogen and only a few random orders were being attributed to the individual storefront. However it seems that this changed midnight on Friday, at which point the majority of orders were being attributed to the individual storefront and only a few random ones being attributed to Hydrogen.

And its only these orders that were placed after Friday that we see the ruby scripts not being applied to orders that are attributed to the storefront, (Any that gets attributed to Hydrogen are running as expected, however due to an increase in customer complaints we have since turned off our line item scripts and changed the deal on the site until we can solve this issue).

[max611]

Thanks for the additional information, we will look into it and update you as soon as possible.

[rickykissoon]

Thank you for your attention on this!

[max611]

Hey @rickykissoon sorry for the delay, can you publish the script again and test? It seems like there was an issue for Hydrogen storefronts, it should now be resolved.

[rickykissoon]

Hi @max611 unfortunately we are still seeing inconsistent behavior across browsers and devices. We tried clearing cookies, caches, and relaunching the browsers, but no changes.

[rickykissoon]

We are also still seeing that the ruby script is not getting applied to the hydrogen storefront, other sales channels have the ruby script applied

[max611]

Hey @rickykissoon, are you able to join the Shopify Partners Slack? It will be easier to investigate this together over there.

[rickykissoon]

Sure, I'll join right now!