Postage by Weight not being updated correctly at checkout

[SarahCrocker]

On my website I calculate postage based on weight of the product being listed.

I've noticed at checkout that the postage is not calculated until the buyer enters their residential address.

Scenario: 

1)  Buyer adds various products to their basket and goes to the checkout.  They enter their address and are given a postage cost.

2)  Buyer then decides to go back to the online store and add or remove items thus, potentially changing the postage cost.

3)  When the buyer goes back to the checkout, their address is already entered from the last time they were there.  The postage cost doesn't reflect the new amount of items they've added/removed.

4)  The postage only changes to reflect the new amount of items if the buyer removes their residential address and re-enters it.

I'm assuming this is a bug and that postage should be re-calculated each time a buyer goes to the checkout, automatically

So far I've only tested this in google chrome (desktop + mobile)

[tranguyen]

Thanks for flagging this @SarahCrocker! If possible, can you share a link to your website with me so I can take a look into this on my end? 

[SarahCrocker]

Thanks. I have a temporary link as I've not connected my domain yet.

https://crockers-crafty-creations.square.site

There are various postage (1st & 2nd class) depending on weight with free postage over £29.95 regardless of weight.

[tranguyen]

I had a play around with this myself and after going back to the main website to add more items, I can see the shipping fee changes. Would you mind check to see if the fees in the video are correct @SarahCrocker and if I'm missing any steps?

Home _ Crocker's Crafty Creations.mp4

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[SarahCrocker]

Thanks for looking into it for me.  From your video it appears my site is functioning as it should.

I'll try what you suggested and I will try different browsers. 

My chrome is fully upto date on both laptop & phone but i will clear the cache. 

If the issue persist on my end I'll record a video of it.

Thanks again.

[SarahCrocker]

OK, I've tried 4 different browsers. All up to date and cache cleared.

I've noticed it only occurs when I'm adding to the basket. The postage cost doesn't increase.

Strangely, removing items from the basket doesn't exhibit the postage calculation issue.

I've added a link to a screen recording in which I've added two items to the basket.

1st) item should incur a £2.36 postage cost but it doesn't show until I enter my address.

2nd) item should bump the postage cost up to £4.20 (because it sends as a parcel) but this doesn't show until input my address again.

I can't embed a video so I've uploaded it to my OneDrive.  Here is the link

[tranguyen]

Thanks for sharing that @SarahCrocker!

On the first issue, that's actually the expected behaviour. Shipping fees are not calculated until an address has been entered. This is to prevent customers from seeing incorrect shipping fees.

In the second instance, when I added more than one items to my basket, the shipping fees did updated automatically without me needing to enter my address again. I've tested this out on my site as well and it worked as expected. It looks like your site is not accepting orders at the moment. When it's back, can you let me know so I can do some additional testing on my end? 

[SarahCrocker]

Apologies, the site is still under construction so had to temporarily disable orders whilst I was away for the day.

It's back up now.

Thanks.

[tranguyen]

I did some more testing on the site just now and also test it on my own site, but the shipping fees are updated automatically once items are added to cart. Would you mind checking the fees and let me know if they are correct @SarahCrocker?

Wax Melts _ Crocker's Crafty Creations.mp4

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If you don't mind testing again, that'd be much appreciated! If the fees are still not updated automatically and you have to enter your address again, can you let me know the exact version of the browser you are using? You can find this by visiting http://whatwebbrowser.com/

[SarahCrocker]

Hi

20 seconds into your video you add a "polka dot oil burner".  The shipping fee remains  at £1.53.

The shipping fee should be minimum £3.20 as the item is bulky and is sent as a parcel.

Later on (35 seconds in) you add a second oil burner and the shipping does go up to £3.20.

The correct postage prices should be consistent at all times and not as it is now.

Kind Regards

Sarah

[SarahCrocker]

Thought I'd post more detail about the shipping method I use to see if you can see any mistakes.  It's basically current Royal mail shipping.

This is my shipping profile:

2 - 3 Day Delivery Signed

Up to 0.1 kg                  £2.36 

0.101 kg to 0.25 kg       £2.93 

0.251 kg to 0.5 kg         £3.39 

0.501 kg to 2 kg            £4.20 

2.001 kg to 5 kg            £5.76 

2 - 3 Day Delivery

Up to 0.1 kg                  £0.96 

0.101 kg to 0.25 kg       £1.53 

0.251 kg to 0.5 kg        £1.99 

0.501 kg to 2 kg           £3.20

1 - 2 Day Deliver Signed

Up to 0.1 kg                  £2.69

0.101 kg to 0.25 kg       £3.23 

0.251 kg to 0.5 kg        £3.79 

0.501 kg to 1 kg            £4.85 

1.001 kg to 2 kg            £6.57

1 - 2 Day Delivery

Up to 0.1 kg                  £1.29 

0.101 kg to 0.25 kg       £1.83 

0.251 kg to 0.5 kg         £2.39 

0.501 kg to 1 kg            £3.85 

1.001 kg to 2 kg            £5.57

25 seconds into your latest clip, at the checkout, this is what should happen with postage costs:

Baby Powder Snap Bar                        0.06 kg

Snow Angel Xmas Parcels                   0.04 kg

Multi-Colour Polka Dot Oil Burner      0.51 kg

Total weight:                                        0.61 kg

Postage options should display:

2 - 3 Day                                              £3.20

1 - 2 Day                                              £3.85

2 - 3 Day (Signed)                               £4.20

1 - 2 Day (Signed)                               £4.85

[tranguyen · Accepted solution]

Thanks for spotting that @SarahCrocker and for sharing your shipping setup with me as well. I can't see anything myself so I've shared this with our ECOM specialist team so they can help look into this further. I'll follow up here directly once I have an update from the team. 

[SarahCrocker]

Thankyou @tranguyen for looking into this for me.  I look forward to their response.

[SarahCrocker]

@tranguyen 

I've noticed Squareup (weebly) have now changed the layout of the payments page. It works so much better now than it did so I think this thread should be concluded as fixed.

Thank you for your help.

[tonydow]

Hi Sarah. In your shipping profile, you have a mixture of costs that cover a Large Letter and also a Small Parcel. For example, a Large Letter <500g costs £3.39 2nd and £3.79 1st. A Small parcel of the same weight costs £4.20 2nd and £4.85 1st. The customer cannot define which of the parcel sizes to use. If you want to display the costs shown at the bottom of your message, it is these that need to be in your profile.

[SarahCrocker]

@tonydow 

I've simplified the postage since I posted here.  The customer gets to choose between 1 -2 Day delivery and 2 - 3 Day delivery.  All postage is signed for.

The customer doesn't get to choose if they want to receive something as a large letter or a small parcel.  This is all calculate automatically based on the weight of the products being purchased.