Shipping issue at checkout

Resolved Cactus
(@furfuraceus)

1 year, 3 months ago
Hello,

This issue has persisted for some time now, I cant figure it out, maybe a Woo Wizard knows whats going on, but at this point I think there is some sort of bug/glitch.

I will try to be as clear as I can, my shipping setup is quite complicated with many options, with both weight based shipping, zones and flat rates, but the issue is consistent with a specific scenario.

The issue: USA customers are being presented with a domestic shipping option at checkout and selecting it because it is less costly – *not all domestic shipping options ( I have weight based shipping and multiple shipping zones.) but only a specific zone I have setup. Its always an issue with this one zone.

My zone is properly setup with postal code ranges. For example 123…129. I’ve double checked it probably 10 times now.

Yet, USA customers are still somehow presented with my domestic shipping zone options – which they occasionally select. By default the system should run top down through the zones until a customer address is matched. Somehow it is incorrectly matching my domestic flat rate shipping which is set up for only domestic addresses to USA address. This should not be possible yet it happens.

Any ideas?
- This topic was modified 1 year, 3 months ago by Cactus.

Viewing 9 replies - 1 through 9 (of 9 total)

(@xue28)

Thanks for reaching out!

I understand that you are facing a persistent issue with a specific shipping zone in your WooCommerce store. It appears that USA customers are being presented with a domestic shipping option at checkout, even though the zone is set up with the correct postal code ranges.

For us to check this further, please share with us a screenshot of the following settings below:

General Settings (WooCommerce > Settings > General)
Shipping Settings (WooCommerce > Settings > Shipping)

If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.

Furthermore, I’d like to understand your site properly. Please share with us the necessary information below for us to investigate the issue further:

System Status Report which you can find via WooCommerce > Status > Get system report > Copy for support.
Fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Once we have more information, we’ll be able to assist you further.

Thread Starter

Cactus

(@furfuraceus)

1 year, 2 months ago

Hi Xue28,

Thank you for the reply.

I have attached the requested images below.

https://snipboard.io/Vx5fPb.jpg

https://snipboard.io/dIvCaM.jpg

https://snipboard.io/qva4D2.jpg

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`

Saif

(@babylon1999)

1 year, 2 months ago

Hello @furfuraceus,

Thank you for sharing the logs!

It can be a bit tricky to debug this when you have plugins like Conditional Shipping for WooCommerce and WooCommerce Weight Based Shipping active. Would you mind disabling both plugins for now?

Additionally, could you please confirm if you’ve added these domestic options to the “All other zones option”? You can see where to check this in the screenshot below.

Link to image: https://d.pr/i/4fkTMb

Look forward to hearing back from you.

Thread Starter

Cactus

(@furfuraceus)

1 year, 2 months ago

If I understand correctly you are asking if I have added the domestic options described above to my “All other zones” ?

No, I have not. All other zones has its own distinct options as seen in the screen shot.

Thank you.

Saif

(@babylon1999)

1 year, 2 months ago

If I understand correctly you are asking if I have added the domestic options described above to my “All other zones” ?

Could you please help us narrow down the problem by checking for any patterns in the affected orders? We’d like to replicate the issue. :‎)

For example, do they share any common products, payment methods, or specific addresses/zipcodes?

Look forward to hearing back from you.

Thread Starter

Cactus

(@furfuraceus)

1 year, 2 months ago

Some patterns observed.

It only happens with USA customers. – (I have not been able to replicate this issue at checkout)

It only that one specific shipping where this happens.

Here is an example which just happened.

Customer address:

2230 n 23rd pl
Phoenix, AZ 85006
United States (US)

Somehow they were able to select “CANADA | FLAT RATE | XPRESS” which is set up for these specific domestic postal codes only. (See above)

H1A…H9Z
K1A…K9Z
L1A…L9Z
N1A…N9Z

I believe the payment methods are always the same but thats most likely because that type is the most popular with all orders.

Plugin Support

Shameem a11n

(@shameemreza)

1 year, 2 months ago

Hi @furfuraceus

It seems that this has been marked as resolved. Have you managed to get this sorted, or do you still need help resolving this?

If the issue continues, we’re here and happy to help you out further.

Looking forward to your response!

Thread Starter

Cactus

(@furfuraceus)

1 year, 2 months ago

No, I have not gotten a reply to my last message when I followed up with @babylon1999.

Issue continues to persist.

Saif

(@babylon1999)

1 year, 2 months ago

Hello @furfuraceus,

I can imagine your frustration at this point. I tried to recreate the issue and noticed the domestic options at checkout with the Arizona address as well. I know you’re not comfortable sharing your site URL, so I’ve ensured all identifiable information is hidden.

Link to image: https://d.pr/i/86ZEuE

Since you are using several shipping plugins, one of them may be interfering with the standard shipping functions of WooCommerce. The easiest way to pinpoint the issue is by performing a full conflict test.

Here’s how:

Temporarily switch your theme to Storefront
Disable all plugins except for WooCommerce
Repeat the action that is causing the problem

If you’re not seeing the same problem after completing the conflict test, then you know the problem was with the plugins and/or theme you deactivated. To figure out which plugin is causing the problem, reactivate your other plugins one by one, testing after each, until you find the one causing conflict. You can find a more detailed explanation on how to do a conflict test here.

If you’re not comfortable doing all of this on the live version of your site, you can create a staging environment using WP-STAGING.

Let us know how it goes!

Viewing 9 replies - 1 through 9 (of 9 total)

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