Shipping issues?

[FolklorePodcast]

Hi,

Does anyone know if there are issues with the shipping calculations on the e-commerce at the moment. In the last 24 hours I have had two orders with errors as follows:

1 x order for a physical product was processed as it it was an event or digital product and so no shipping was added.

1 x order for an Event product had £2.50 shipping added and was marked as pending even though it was not a physical product

Other orders processed correctly.

Mark

[Adam7]

Hi, @FolklorePodcast. What were the order numbers for those orders?

[FolklorePodcast]

The event product that had shipping added was Order #727059662

The physical product that had no shipping added was Order #1283453074

Both are marked as pending and I cannot clear that status on either.

[Adam7]

Thanks, @FolklorePodcast.

For the order with the physical item, I see that it should have used the £3.00 Royal Mail rate since it was a domestic order and the weight fell within the range set for that.

Strangely, when I tested ordering the same item with the same address it added shipping correctly for me:

For the item with the event order, I don't see shipping listed as a charge for the customer. Is it possible it was a different order?

[FolklorePodcast]

No, I can assure you that the order numbers are correct and that the website made errors.

For the physical order, you can see that the customer got free shipping and I ended up having to pay £3 to cover this, losing my profit on the order.

For the event, you can see that there should have been no shipping charge (it is an online event - there is nothing to send) but the customer had to pay it. Again I lose out - I have to refund the customer and tell them that your website introduced errors.

[Bernadette3]

I'm sorry you are having trouble with your orders. Something definitely looks off about the event order # 727059662. It looks like the customer used Paypal, and was charged for an international shipping rate even though the shipping field does not show up on the order confirmation page. 

Can you please reach out to our support team so a rep can troubleshoot this further? They may need to check in with the advanced support team. 

You can reach the team by scrolling to the bottom of our Help Center and clicking the contact us button. Once you see the automated chat window try typing something like "speak with a rep" to be directed to the teams available to your account. 

You can also have them check on the second order to see if there's been any known issues. 

[VCMuser]

Hello. Was this issue sorted out?  It definitely does not calculate shipping when there is a digital product with a physical mail-order product in the same cart.  

Thanks