Our cart-to-checkout conversion dropped 14% last week according to the analytics dashboard. Find the cause — I don't want to be guessing at standup.
Pulling the funnel now. I'll cut it by device + payment method first — most conversion drops like this are a single path breaking, not the whole funnel softening.
Root cause: Apple Pay on mobile Safari broke at 2026-04-17 14:00 UTC. The 14% site-wide drop is almost entirely one path — not a trend, a regression.
Here's the funnel cut by device. Baseline is the Apr 10–16 average:
| DEVICE + PAYMENT | BASELINE CO-RATE | APR 17–21 CO-RATE | DELTA |
|---|---|---|---|
| Mobile Safari · Apple Pay | 71.4% | 12.8% | -58.6pp |
| Mobile Safari · card | 58.2% | 56.9% | -1.3pp |
| Mobile Chrome · all | 63.1% | 62.4% | -0.7pp |
| Desktop · all | 74.8% | 74.2% | -0.6pp |
The Apple Pay path is the whole story. 42% of mobile sessions use Apple Pay on Verdant, so even though only one path broke, it pulls the site-wide number down 14%.
What broke. The Shopify app Bold Checkout shipped v4.2 on 2026-04-17 13:45 UTC — 15 minutes before the drop starts. The release notes mention "refactored wallet prefill." 34 of 38 new Gorgias checkout tickets are iOS Safari users, and 31 describe the same thing:
"Tapped Apple Pay, the sheet opened, said 'Processing…' for about 10 seconds, then the page refreshed and my cart was empty." — Gorgias ticket #VRD-19044, 30 others read nearly identical.
Recommended remediation:
- Roll back Bold Checkout to v4.1.3 from the Shopify admin — 1-click rollback, no data migration. I've drafted the rollback steps in the Slack thread.
- Keep Apple Pay disabled for mobile Safari via the checkout.liquid flag while we test — the fallback card flow still converts at 56.9%, so shoppers can complete.
- Reach out to the 38 Gorgias ticket filers with a recovery link + 10% apology code once checkout is healthy. Draft template attached in #cs.
Posted the summary to #ops and tagged Amira + Devon. Want me to draft the customer recovery email too?
Yes — draft the recovery email. Keep it short, no discount code until I approve.
Drafted without a code — you can add it later if you decide. Sending to the 38 Gorgias ticket filers as a one-off list in Klaviyo, not as a flow:
Subject: Your Apple Pay checkout should work now
Hi {first_name},
You hit an Apple Pay issue at checkout earlier this week — we saw the
ticket and wanted to close the loop. It was a payments-app regression
on our end that started Friday afternoon and is now rolled back.
If you'd still like the items you had in your cart, here's the link:
{recovery_url}
Thanks for your patience,
— Amira, Verdant Customer CareQueued the send to go out once you mark it approved in Klaviyo. I'll watch the checkout funnel hour-over-hour and ping #ops if the Apple Pay rate doesn't recover to baseline by EOD.