Shipping method changing during checkout

  • Resolved sommepro

    (@sommepro)


    2 years, 8 months ago

    Reopening topic. I apologize for the delay in replying, which caused the topic to be marked as resolved.

    I have 2 different shipping methods, A and B, both available during checkout.
    The customer chooses method A and reviews his order before placing the order.
    During that review time, something makes shipping method A unavailable.
    The customer places the order.
    On the checkout processing, because shipping method A is no longer available, it’ is changed to B, regardless of the customer’s choice and no notice is given.

    In other words, the customer chooses shipping method A and the order is created with shipping method B (and billed accordingly).

    ———————————

    As suggested, I ran tests with the following environment and I found the same results.
    – WordPress 5.8
    – Woocommerce 5.5.2 (no other active plugin)
    – Theme Storefront 3.7.0

    Step by step:
    1. Woocommerce configuration: two shipping methods enabled, flat rate and local pickup;
    2. On the checkout page, with both methods available, one of them is chosen;
    3. Before placing the order, disable the chosen method on Woocommerce settings.
    4. Place the order. It will be created with the other shipping method (not the one chosen on the checkout page) without any warning.

    Again, I ask: shouldn’t the default behavior be to show the customers a notice message that their choice is no longer available?

    Thanks.

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

    (@maykato)

    2 years, 8 months ago

    Hello,

    Could you please share the following so we can investigate further:

    System Status (including your store URL): You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

    Screenshots of your shipping settings: I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on the page, then paste the URL in this chat. It works with Chrome, Firefox, Safari, and Edge.

    Thread Starter sommepro

    (@sommepro)

    2 years, 8 months ago

    Hello,

    I did another test with a fresh install with the same results, as you can see below.

    Woocommerce settings:
    https://snipboard.io/YacHEr.jpg
    https://snipboard.io/3BjNm1.jpg
    https://snipboard.io/ir4xIE.jpg
    https://snipboard.io/FCYGkH.jpg

    Shipping change example:
    1 – Initial shipping settings: https://snipboard.io/FCYGkH.jpg
    2 – Customer checkout page (before placing order), flat rate chosen, cost R$ 10,00: https://snipboard.io/HKIq5A.jpg
    3 – Shipping settings changed: https://snipboard.io/mDvGy4.jpg
    4 – Order of item 2 above is placed;
    5 – Order received page – shipping changed to Local pickup, cost R$ 100,00, no notice given to customer: https://snipboard.io/SuXMtd.jpg

    System status:

    
### WordPress Environment ###

WordPress address (URL): https://test.terra-flor.com
Site address (URL): https://test.terra-flor.com
WC Version: 5.5.2
REST API Version: ✔ 5.5.2
WC Blocks Version: ✔ 5.3.3
Action Scheduler Version: ✔ 3.2.1
WC Admin Version: ✔ 2.4.4
Log Directory Writable: ✔
WP Version: 5.8
WP Multisite: –
WP Memory Limit: 256 MB
WP Debug Mode: –
WP Cron: ✔
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 7.4.22
PHP Post Max Size: 516 MB
PHP Time Limit: 30
PHP Max Input Vars: 1000
cURL Version: 7.78.0
OpenSSL/1.1.1k

SUHOSIN Installed: –
MySQL Version: 5.6.41-84.1
Max Upload Size: 512 MB
Default Timezone is UTC: ✔
fsockopen/cURL: ✔
SoapClient: ✔
DOMDocument: ✔
GZip: ✔
Multibyte String: ✔
Remote Post: ✔
Remote Get: ✔

### Database ###

WC Database Version: 5.5.2
WC Database Prefix: wp_
Total Database Size: 4.33MB
Database Data Size: 2.93MB
Database Index Size: 1.40MB
wp_woocommerce_sessions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_api_keys: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_attribute_taxonomies: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_downloadable_product_permissions: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_order_items: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_order_itemmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_tax_rates: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_tax_rate_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zones: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_shipping_zone_locations: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_shipping_zone_methods: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_payment_tokens: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_payment_tokenmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_log: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_actionscheduler_actions: Data: 0.02MB + Index: 0.13MB + Engine InnoDB
wp_actionscheduler_claims: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
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wp_actionscheduler_logs: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_commentmeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_comments: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_links: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_options: Data: 2.06MB + Index: 0.03MB + Engine InnoDB
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wp_posts: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
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wp_terms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_term_taxonomy: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_users: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_admin_notes: Data: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_download_log: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Data: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wc_order_stats: Data: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wc_order_tax_lookup: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Data: 0.02MB + Index: 0.09MB + Engine InnoDB
wp_wc_reserved_stock: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Data: 0.02MB + Index: 0.02MB + Engine InnoDB

### Post Type Counts ###

attachment: 2
page: 6
post: 2
product: 1
shop_order: 1

### Security ###

Secure connection (HTTPS): ✔
Hide errors from visitors: ✔

### Active Plugins (1) ###

WooCommerce: by Automattic – 5.5.2

### Inactive Plugins (0) ###

### Settings ###

API Enabled: –
Force SSL: –
Currency: BRL (R$)
Currency Position: left
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Shop base: #7 - /loja/
Cart: #8 - /carrinho/
Checkout: #9 - /finalizar-compra/
My account: #10 - /minha-conta/
Terms and conditions: ❌ Page not set

### Theme ###

Name: Storefront
Version: 3.7.0
Author URL: https://woocommerce.com/
Child Theme: ❌ – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ✔

### Templates ###

Overrides: –

### Action Scheduler ###

Complete: 5
Oldest: 2021-08-05 12:03:15 -0300
Newest: 2021-08-05 17:32:49 -0300

### Status report information ###

Generated at: 2021-08-05 17:34:21 -03:00
    Thread Starter sommepro

    (@sommepro)

    2 years, 8 months ago

    Hello,

    Any news about this subject? Is there something else I can do to help?

    MayKato

    (@maykato)

    2 years, 8 months ago

    Hi @sommepro

    Thank you for the screenshots and system status.
    Is Flat Rate currently disabled? Upon checking, I only got Local Pickup and Free Shipping:

    Link to image: https://snipboard.io/X2z1r9.jpg

    Thread Starter sommepro

    (@sommepro)

    2 years, 8 months ago

    Hi @maykato!

    Yes, it was, I just enabled it.

    Remember that you first choose it, then disable it keeping the checkout page open and, after that, click on place order.

    How can I give you one admin account on the test site? Can you give-me your e-mail?

    Plugin Support abwaita a11n

    (@abwaita)

    2 years, 8 months ago

    Hi @sommepro,

    Thanks for the explanation.

    Just took interest in this part:

    3. Before placing the order, disable the chosen method on Woocommerce settings.

    +

    …Remember that you first choose it, then disable it keeping the checkout page open and, after that, click on place order.

    Note that WooCommerce chooses shipping method on a first match basis.

    Thus, if you disable Flat Rate shipping on the admin side, then the method can no longer apply to the order and WooCommerce will process it with the next matched shipping method.

    Since you’re disabling the Flat Rate method manually midway during checkout, the only way the customer can know that Flat Rate is not available is if they refresh the checkout page. Otherwise, if they land on your checkout page without the Flat Rate method, like @maykato, they should see the first match being the Local Pickup.

    For reference, kindly check this documentation – https://docs.woocommerce.com/document/setting-up-shipping-zones/#section-4

    Just to check, is there a reason to disable the Flat Rate mid-checkout?

    Thanks.

    Thread Starter sommepro

    (@sommepro)

    2 years, 8 months ago

    Hi, @maykato, thanks for your reply.

    I disabled the Flat Rate mid-checkout just as an example.

    What really happened was that the Correios(*) Webservice got unavailable for a few seconds after a customer chose it as his shipping method on the checkout page and before he placed the order. Therefore, the order was placed with the next available shipping method at a higher price.

    Imagine how disappointed that customer was, not being told that his chosen shipping method was no longer available and being charged a higher price for another shipping method. We could have been sued for this, as we charged the customer for something he didn’t choose. Fortunately, he understood what happened and everything was resolved.

    My point is that the customer should be warned about situations like this before the order is created in Woocommerce, so that he can choose another shipping method for himself.

    If this is the expected response from Woocommerce, ok, I will have to find a way to change this behavior, but, in my opinion, it is something that could be improved.

    (*) Correios is the Brazilian Postal Service.

    • This reply was modified 2 years, 8 months ago by sommepro.
    • This reply was modified 2 years, 8 months ago by sommepro.
    Mirko P.

    (@rainfallnixfig)

    2 years, 8 months ago

    Hi @sommepro,

    Thanks for getting back.

    I disabled the Flat Rate mid-checkout just as an example.

    If you disable Flat Rate shipping manually during the checkout process, even if the customer sees the option there, it won’t be available for the customer as you’ve disabled it, and it would require you to enable it again in the backend and the customer to refresh the page in order to be an available shipping method again.

    What really happened was that the Correios(*) Webservice got unavailable for a few seconds after a customer chose it as his shipping method on the checkout page and before he placed the order. Therefore, the order was placed with the next available shipping method at a higher price.

    That’s rather unusual. If the shipping method was not manually disabled on the backend in WooCommerce it should work normally. The fact that a postal service may have a web service failure doesn’t mean that WooCommerce will automatically disable that shipping method. That won’t be possible unless there is a conflict on your site.

    I would recommend setting up a staging environment and perform tests without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin. Link: https://wordpress.org/plugins/wp-staging/

    Thanks.

    Mirko P.

    (@rainfallnixfig)

    2 years, 7 months ago

    Hi there,

    We haven’t heard from you in a while, so I’m going to mark this as resolved. Feel free to start a new thread if you have any more questions.

Viewing 9 replies - 1 through 9 (of 9 total)
  • The topic ‘Shipping method changing during checkout’ is closed to new replies.