thread Re: Delivery Charge and Free delivery does not work until refreshing the checkout page in Payments Troubleshooting

Delivery Charge and Free delivery does not work until refreshing the checkout page

CamBap — Sun, 21 Sep 2025 13:11:02 GMT

Hi, I have found this problem once a customer ordered.

I did set up delivery charge like below.

free delivery over £60

all others, £5 applies.

the customer ordered it for £79 but £5 was applied.

I tested it myself and it applied too! and i happened to refresh before proceeding with checkout. It changed to £0.

so my customer paid the charge unnecessarily. I think it is a glitch. I would have thought that the checkout page would update as the order is updated.

i think it is a serious problem.

can you please sort it out and advise how we can get away with this in the meantime?

CamBap

Re: Delivery Charge and Free delivery does not work until refreshing the checkout page

tranguyen — Thu, 24 Jun 2021 08:56:50 GMT

Thanks for flagging this @CamBap! I've flagged this with the ECOM specialist team so they can investigate further on our end.

In the meantime, to ensure customers will still get free delivery, you can create a coupon for free delivery, limit it per customer and make sure it only apply to Orders over a certain amount. You can add a banner or pop-up to let customers know they can use this code if their orders are over £60.

I hope this will help while our team are looking into the issue and resolving it.

Re: Delivery Charge and Free delivery does not work until refreshing the checkout page

CamBap — Thu, 24 Jun 2021 13:39:13 GMT

thank you for your response.

first of all, I can not see 'Pop-ups' under Website on my dashboard.

secondly, regarding the code for free delivery, it should not work for a customer who orders for less than the amount i set? am I right?

thanks again in anticipation for rapid response.

CamBap

Re: Delivery Charge and Free delivery does not work until refreshing the checkout page

tranguyen — Thu, 24 Jun 2021 14:20:18 GMT

It looks like the Pop-up section us now nested under Community > Pop-up instead. I'll flag this with the appropriate team so we can update our support documents as well.

With regards to the code for free delivery, it will not work for a customer who orders for less than the amount you set. They can try adding the code but they'll still see the delivery fee at checkout and the code will deduct nothing. Only when they've ordered above the amount would the code applied properly and made delivery free.

I hope this will help in the meantime @CamBap!

Re: Delivery Charge and Free delivery does not work until refreshing the checkout page

CamBap — Thu, 24 Jun 2021 14:47:45 GMT

thank you so much.

I will try popups.

However, I would not have thought automatic refreshing of checkout page with orders being made should take long time for you to resolve. It is inconvenience to a customer who would have not had any problem with their ordering for free delivery with the current setting. I have already had questions from the returning customers about the extra step that they need to take.

I really hope you resolve this very very soon.

CamBap

Re: Delivery Charge and Free delivery does not work until refreshing the checkout page

tranguyen — Thu, 24 Jun 2021 19:44:45 GMT

Hey @CamBap, I just want to follow up and let you know the issue should be resolved now! Customers should see the £0 delivery if their orders are >£60 without having to refresh.

If you are noticing anything strange still, please let me know and I can definitely look into this again!

Re: Delivery Charge and Free delivery does not work until refreshing the checkout page

CamBap — Fri, 25 Jun 2021 09:05:52 GMT

thank you ever so much.

I shall see.

have a good day

CamBap