I emailed a company from my personal Gmail because their shopping cart was broken. Nobody replied for about six days.
I eventually called them, asked someone to check the inbox, and forwarded it again. Within a few hours somebody messaged me on their live chat. The problem was never the technology. It was that nothing in the business was set up to notice.
What that delay actually costs
Every day that cart stayed broken, every customer hitting the same fault left silently. They do not email. They do not call. They buy somewhere else and you never learn why. One person bothered to tell them, and it still took six days and a phone call to get attention.
It is sad how many companies simply do not care about conversions, and it is the clearest version of having a conversion problem rather than a traffic problem. The traffic arrived and the checkout refused it.
Friendly advice is worth more than an audit
Someone telling you your cart is broken is doing you a favour. Treat it as one. I keep running into this, whether it is reporting bugs that never get fixed or a registration link that only works with www. The report is free. Ignoring it is expensive.
Honestly, at that point I was ready to drive to the shop and show them the problem in person, which is more or less what I did when a problem could not wait.
Build a business that can hear
Make sure someone owns the inbox and the chat, and that a customer reporting a fault reaches a human quickly. Being reachable is a competitive advantage, which is why we care about answering in minutes rather than days.
If you are not certain your store would hear about a broken checkout today, book a call.