Local address for delivery issue

[lettie16]

Ok so I've had this issue crop up a couple of times now and it seems to be an issue with the way the local address is being cache.

If you set up specific postcodes for your deliveries and someone enters an incorrect postcode if they then try to enter an acceptable one the system holds the original incorrect one in the cache so even though they then enter a correct postcode they are still told that we do not deliver to that location and they can not proceed any further. This is a major issue as we have already lost one sale over this. I've tested this myself as well because quite often I will order for a friend and unless I clear my caches it hold the previous address in the system.

Please look into this as urgent as I'm sure other people will be experiencing this issue.

[tranguyen]

Hi @lettie16, sorry to hear you are running into this issue! If possible, would you mind sharing a link to your website with me? That way, I can take a further look into this with our ECOM specialist team. 

[lettie16]

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@tranguyen wrote:

Hi @lettie16, sorry to hear you are running into this issue! If possible, would you mind sharing a link to your website with me? That way, I can take a further look into this with our ECOM specialist team. 

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Absolutely no problem @tranguyen 
https://www.suzisplantbased.co.uk
To replicate it try adding a postcode other than PO30 or PO31. And then go back and try adding one of those postcodes.

Cheers

[tranguyen]

Thanks so much for that @lettie16! I wasn't able to fully fully reproduce the issue on my end but I want to make sure I'm going through the same steps. When I'm adding an item to cart for delivery, if I try to enter any address that isn't PO30 or PO31, I'm getting this error message.

I then immediately change the address to the correct postal code and was able to add the item to cart and hit checkout.

For customers who get this error, I presume they are also changing the address immediately? Do they at any point close the tab before reopening it and try to place the order again? 

Additionally, do they also see an option to edit the delivery address after adding the item to cart? 

As I wasn't able to replicate this, would you mind also confirming the browser you are currently using? You can check it using this site. This will give us a better understanding of where the issue is happening when we go to troubleshoot it with our ECOM team. 

[lettie16]

Ok you probably want to add the non acceptable postcode. Then leave the site or close the tab. Go back to the site and try again. I'm using the latest version of chrome.
As a real world example this could be someone entering their home address on their phone or tablet. Realising they can't order from home. But they work within the catchment area so try to order from work but it won't let them as the address is cached in the system or in their session cookies.
Does that make sense?

[tranguyen]

Hi @lettie16, I just want to follow up and let you know I'm still looking into this at the moment. I wasn't able to fully reproduce this on my end (even with closing the site and going back again) so I'm checking in with our team to see if they have any further insight here. Once I have an update from the team, I'll be sure to follow up on this thread. 

[lettie16]

Hi @tranguyen thanks for the update. I've had an email from support asking for screen shots. But it appears I can no longer replicate this issue so perhaps it's been fixed in an update. I'll keep my eye on it and come back if I notice it happening again. Thanks for your help

[tranguyen]

Glad to hear that @lettie16! I'll definitely keep an eye on this myself as well. Do let me know if you run into anything and I'll be happy to help.