Shipping not showing/ disappears

[NIcki5]

I have set up a new item in my shop and added shipping as a flat rate per order for that item. For 2 days it worked fine, but then the shipping rate suddenly vanished, and when I rest it, it  disappeared every 24 hours or so, and customers were left without paying any shipping.

I have tried changing the shipping to a default cost for all items instead, but now that won't show either. So I'm left with no shipping showing at all now.

Any recommendations?

[tranguyen]

Hey @NIcki5, thanks for flagging this! This does sound quite strange. I'd love to take a look at the site and reproduce the issue on my end. Can you share a link to the website with me so I can take a look? 

[NIcki5]

Hi, the website link for the calendar is;

https://nicki-greenham-art.square.site/product/slimline-calendar/19?cp=true&sa=true&sbp=false&q=fals...

i have tried setting a default shipping and custom item bit neither are working now.

[tranguyen]

Thanks for sharing that @NIcki5!

I checked the site on my end and I can see the shipping fee applied at checkout after I've entered my address. I tried with two different items and was able to see the shipping fee both times. 

Here are some troubleshooting steps you can try. They usually help resolve this type of issue:

• Make sure your browser is up to date.
• Clear the cache on your browser. Access the Help menu of your browser to locate step-by-step instructions.
• Switch to a supported browser, such as Google Chrome.

If none of these troubleshooting tips work, can you let me know?

• The exact version of your web browser. To find this, visit whatwebbrowser.com.
• Confirm the device you’re using (PC, Mac, iPad, Android device, etc.)
• Include any applicable images or screenshots of errors you’re seeing. For instructions on how to take a screenshot, visit take-a-screenshot.org.

[NIcki5]

Thanks for this. i just tested it my end and you're right, it's all back. i even added the custom flat rate for the calendar and that's working too. Any idea why it might have reset itself? i will try looking again tomorrow to check it's still working.

[tranguyen]

I'm not too sure why @NIcki5 but glad to hear it's back now. I'll keep an eye on my end as well and check back tomorrow to make sure the shipping fees are there. 

[tranguyen]

Hey @NIcki5, I just want to check in and let you know the shipping rates are still coming up for me!

[NIcki5]

Hi thanks,

However the custom shipping flat rate has dropped out again, so it defaulted to the default shipping. Luckily I changed this to match the flat rate, but this isn't a good ongoing solution as I want to sell more than one item in my shop next week!

When I logged into the backend of the shop, the calendar item had disappeared off the custom shipping setup.

FYI the default shipping comes up in the shop as -

calendar UK delivery (for overseas please email HelloAtNickiGreenham.com)

whereas the custom shipping option setup just for the calendar has an added 'for' -

Calendar for UK delivery (for overseas please email HelloANickiGreenham.com )

Any idea why the item keeps slipping off the setup? it always seems to happen the following day.

[tranguyen]

I can't see the account-specific settings on my end so I'm not sure what may be happening in the backend, but I'd recommend the following troubleshooting steps and see if they'd help @NIcki5:

• Check that items are added to the appropriate shipping profiles from Fulfilment > Shipping
• Make sure to save any changes
• Republish the site after changes are made to shipping profiles.

When you have the shipping profiles setup to your satisfaction, let me know and I can test the live site on my end to make sure the right rates are coming up. I can keep an eye on it for the next few days as well to ensure that the shipping fees are display correctly on the site. 

[NIcki5]

Hi, thanks, I did do all of the above each time I had to redo the shipping options. it works ok for a few hours then disappears. Last night I had a potential customer say when she entered her UK address it wasn't accepted. It's not helping sales - I've had to take 3 orders offline.

[tranguyen]

I'm really sorry to hear that @NIcki5! In this particular instance, we can try the above steps again for today. Once that's done, I can test the site tonight and tomorrow to ensure that the rates are applying as expected. 

In terms of the address not being accepted, do you know the exact error the customer was seeing? If you know the address they are using as well, I can send you a private message to get some more information to help me look into the issue further. 

[NIcki5]

I tried this evening and the address issue came up. it looks like it's because the automatic address finder is only printing the first 3 digits of the postcode. So if a customer simply clicks on the predictive address, it won't accept it.

[tranguyen]

Thank you for testing this @NIcki5. This sounds like a bug that our engineering team are working to resolve. While we wait for the issue to be fully fix, if customers are getting a message that their address is not supported or if there's an error checking out when selecting from the address autofill dropdown, what they can do is delete the information. Once they do that, there should be an option coming up saying "Enter Address Manually."

Here's a link to a video showing how this work. 

[NIcki5]

How can i advise customers of that? i have already lost sales because of this -(