Hi @darinbrandvig7303!
Thanks for reaching out and for providing the details. I understand that you selected a shipping service and clicked “Purchase Shipment,” but the label was not purchased, and you’re also unable to use the “Refresh purchase status” button. I also understand that other orders are being shipped successfully and that you haven’t been charged for the label.
To help us better understand what is happening with this particular shipment, could you please record a short video showing the issue? In particular, it would be helpful to see what happens when you try to purchase the shipment and when you try to use the “Refresh purchase status” button. For video, you may use https://loom.com or https://www.awesomescreenshot.com/.
Also, please go to WooCommerce → Status → WooCommerce Shipping and check the Health section to see whether any errors or warnings are reported.
If you don’t see any errors there, please scroll down the page and enable the logging option. Then try to reproduce the issue again and share the resulting WooCommerce Shipping log files with us.
Additionally, please share the following:
- Your WooCommerce System Status Report, available under WooCommerce → Status.
- The relevant fatal error logs, available under WooCommerce → Status → Logs.
You can use Pastebin to share the System Status Report and logs. Please enable the “Burn after read” option when sharing them so the information is automatically removed after it has been viewed.
The video, health information, and logs will help us better understand what is happening with the affected shipment and investigate the issue further.
Thank you for your cooperation.
I am able to find the logs, but I don’t know what to do with Paste Bin. Could you please provide a little guidance or another way to share the logs?
Hi @darinbrandvig7303!
I’ll be happy to assist you with sharing the logs using Pastebin. Please follow these steps:
- Copy the relevant log entries from your WooCommerce logs.
- Go to Pastebin.
- Paste the logs into the large text box.
- Look for the “Burn After Read” option and turn it on. This will automatically remove the paste after it has been viewed.
- Click “Create New Paste.”
- Once the paste is created, copy the URL from your browser’s address bar.
- Paste the URL in your reply here so we can review the logs.
Alternatively, you can use GitHub Gist or QuickForget to share the logs:
- GitHub Gist — paste your logs, create the gist, and share the resulting URL.
- QuickForget — paste your logs and choose an expiration option before creating the link.
I hope this helps.
Thanks, I think I did that correctly.
Hi there!
Thank you for sharing the System Status Report and the error logs.
I’ve also just watched the video, which wasn’t appearing on my end previously. First, I would suggest removing the video, as it appears to contain some sensitive information related to customer orders.
I’ve reviewed both, and everything appears to be fine from my end. The error log you shared seems to be related to the WooPayments plugin, which does not appear to be related to the issue you’re currently experiencing with WooCommerce Shipping.
I’ve internally escalated this issue to our team for further investigation. Once we have an update, we’ll get back to you.
In the meantime, could you please go to WooCommerce → Status → WooCommerce Shipping and check the Health section to see whether any errors or warnings are reported?
If you don’t see any errors there, please scroll down the page and enable the logging option. If any new logs appear while reproducing the issue, please share them with us so we can investigate further.
Thank you for your patience and cooperation.
Logging is already enabled, the only information there is an “address not found” message from earlier today.
Hi @darinbrandvig7303!
Thank you for providing the additional information. This was a known issue on our end and has been resolved recently.
Could you please make sure you’re using the latest version, then first check your label list for any duplicate labels and try purchasing the label again for this order now that the fix is live?
If the purchase is still stuck after retrying, please let us know and we can escalate this for a server-side check. At that point, please provide your site URL and the affected order ID.
Thank you
OK, I did update to the latest version this morning. I also rebooted the website after that. The page is still stuck. Just to be clear, I haven’t been able to “retry” the purchase. It has been stuck like that for days. I did find out yesterday that I was charged for the label. This is vintagetruckand4x4.com order number 3652
Hi @darinbrandvig7303!
Thank you for following the steps we suggested.
To assist you further, could you please contact us directly through WooCommerce.com Support so one of our Happiness Engineers can work with you to investigate and resolve the issue.
When contacting support, please include the URL of this forum thread in your request. This will allow the Happiness Engineer to review the troubleshooting steps and technical details you’ve already provided, so you won’t need to explain everything again.
Thank you for your cooperation and understanding.
