Try-on doesn't add the product to the cart
In the try-on result, the cart button uses the sizes and the cart of the product page itself. When it’s grayed out or the product doesn’t go into the cart, it’s almost always because the try-on couldn’t read the sizes on the page, the shopper didn’t choose a size, or the store’s platform has no cart integration.
Check in this order
Section titled “Check in this order”-
Did the shopper choose a size?
With no size chosen, the try-on shows Selecione um tamanho para adicionar ao carrinho (Select a size to add to cart), or, in the advanced try-on, Escolha um tamanho para adicionar ao carrinho. (Choose a size to add to cart.). The shopper picks the size under Escolha seu tamanho: (Choose your size:) and taps the button again.
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Does the page show the store’s sizes?
The try-on uses the sizes the product page offers. On Nuvemshop, Magazord and Dooca, the button is grayed out if the page doesn’t show the store’s own size selector. Check that the product has size variants set up on the platform and that the selector appears on the page.
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Does the platform have a cart integration?
The try-on adds straight to the cart on Shopify, Nuvemshop, VTEX, Tray, Magazord and Dooca. On WordPress with WooCommerce, the button takes the shopper to the product page, where they choose the size and buy. On other platforms, contact support. See Other platforms.
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Is the size in stock?
In the advanced try-on, O tamanho M está esgotado nesta seleção. (Size M is sold out in this selection.) means the store page marks that size as sold out. The shopper can choose another size.
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Does the size chart have measurements for that size?
Este tamanho não tem medidas na tabela. Consulte a página do produto. (This size has no measurements in the chart. Check the product page.) appears when the product’s size chart has no measurements for that size. Fill in the chart. See Create size charts.
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Did the store respond in time?
Não foi possível confirmar. Verifique o carrinho da loja antes de tentar adicionar novamente. (We couldn’t confirm. Check the store’s cart before trying to add again.) means the store didn’t respond in time. The product may or may not have been added. Tell the shopper to open the cart before trying again, so the item isn’t added twice. Disponibilidade e compra não confirmadas. Consulte a página do produto. (Availability and purchase not confirmed. Check the product page.) asks the shopper to buy from the product page.
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Test it yourself.
Open the product page in a private window, do a try-on, choose a size, add to cart and open the store’s cart. When it works, the advanced try-on shows Adicionado ao carrinho e confirmado pela loja. (Added to cart and confirmed by the store.)
In Comparar tamanhos
Section titled “In Comparar tamanhos”If Comparar tamanhos (Compare sizes) shows Não foi possível adicionar ao carrinho. Tente novamente. (Couldn’t add to cart. Try again.), the shopper can try again or buy from the product page. If it happens every time, go through steps 2 and 3 above.
Still not solved?
Section titled “Still not solved?”Contact support by email at suporte@provei.ai, on WhatsApp at +55 11 5296-0168 or, in the dashboard, under Conta › Ajuda › Abrir conversa (Account › Help › Start a conversation). Send:
- the product page link;
- the store’s platform;
- a screenshot of the try-on result with the cart button and, if you can, of the size selector on the page.
Don’t send your platform password or API keys. Support doesn’t need them.
Frequently asked questions
On which platforms does the try-on add straight to the cart?
Shopify, Nuvemshop, VTEX, Tray, Magazord and Dooca. On other platforms, contact support before installing if you want this feature.
Does Provei receive the orders or the payments?
No. The try-on only puts the product in your store's cart. The order and the payment stay on your platform.