Very often we are asked concerning working of shop. We would like that you correctly understood a side between our product (template) and control system (for example woocommerce). You can receive the answer from the agent to check on the template by default. It means that the agent isn’t confident that the problem in our template but not in the control system of your shop. You have to test work on the template by default which is used by your control system.
For this purpose simply switch the template in the administrator of the panel of your site.
If you have live shop so you will be required to set the blank version of shop without our template and to repeat the problem on it.
If the problem still exists please show it to the agent for searching of the decision.