Shipping being incorrectly calculated
Doug
I've had a number of orders in the last 2 days come through with incorrect shipping. The amount charged is too high and would have corresponded with a purchase price of over $50, when the actual purchase was $10-20. I'm not sure how customers are incorrectly getting the wrong value. I haven't been able to duplicate the issue myself.
I've never had the issue occur once in the previous 950+ orders, so I'm guessing it's not really a random user error.
The transaction ID of the most recent is: 1LN64408G61523223. Let me know if I can provide any additional details.
Thanks,.
doug
Support Staff 2 Posted by Katie on 30 Mar, 2012 08:06 PM
Hi Doug,
We're sorry to hear that. Could you please send us the Goodsie Order # as well? We'll check things out.
3 Posted by Doug Macy on 30 Mar, 2012 08:11 PM
#214576 - calculated as 5.95, should have been 1.95
#210978 - calculated as 5.95 should have been 2.15
#212900 - calculated as 5.95 should have been 2.15
Seems that the error causes it to charge shipping at my max rate, which is
the 5.95.
Thanks!
d.
Support Staff 4 Posted by Heather on 31 Mar, 2012 01:20 AM
Thanks, Doug. Our team will be investigating this more closely.
Thanks,
Heather
5 Posted by Doug on 31 Mar, 2012 08:52 PM
Katie,
Additional info for you. There is clearly an issue where by a user ads a single product to an empty cart, and is then show the shipping price which is the highest bracket.
I'm fairly certain at this point it's cost me some orders as my conversion has dropped particularly for single item sales.
Try adding a $9.00 sock to your empty cart. View the shipping rates. The rate for a $9.00 order should be $1.95 for USPS. This has been showing up as $5.95 for visitors. - which WAS my max rate in that shipping group. As a temporary fix I have lowered my MAX price to $1.75. You will see that you can randomly make the $1.75 shipping rate appear even thought the price does not qualify for it.
I've noticed that if I alter an item quantity to be larger, then the shipping rate resets itself correctly. However in most cases if I lower that quantity again, the shipping rate then changes to be incorrect.
Also, and this may be a whole other trouble ticket, but after updating my max shipping amount as a quick fix, I've noticed that the shipping price editing screen is very messed up. I'm now seeing it show .01 to Infinity as my FIRST shipping price. Then None to $49.99 and from there it's listed backwards. (screen cap attached). I've tried to fix it, but it get's even more messed up so I have left it alone for now and will limp along. I should have a .01 - 7.99 bracket that is .50.
Bugs going on here big time. Please help!
6 Posted by Doug Macy on 02 Apr, 2012 12:45 AM
Heather,
In doing additional testing it would appear that the issue may lie with
repeat users to the site who may have added items to a cart, then emptied
the cart, and/or altered the quantity in the cart. It's almost as if the
Session Variable or Cookies that are used to keep the cart total are not
being cleared.
A new user appears to get the correct pricing for shipping. However if
there have been items in and out of the cart, then the user somehow ends up
with the maximum possible shipping cost, regardless of the total cost of
products in their cart. As if the hidden total price is never cleared.
I can produce it over and over, and I'm continuing to receive orders with
incorrect shipping amounts.
My max shipping cost is now set to $1.75. None of my other shipping
brackets use this price. You can test looking for that $1.75 number. Place
items in the cart, then remove, and/or change the quantity (up and then
back down). Then place any single item in your cart and you will end up
with the $1.75 shipping price - the max amount.
It seems that the Empty Cart (or change in quantity) is not clearing the
total cost that is used for the actual shipping calculation. The cart items
and total get reset, but the cost used to calculate the shipping costs is
never cleared, or updated by these actions.
Doug
7 Posted by this-is-not-a-mall on 02 Apr, 2012 01:14 PM
Is there a currently a bug with the shipping? We are getting the same insane amounts show up that we never entered as per screenshot attached? All of our data is gone and we can delete/edit?
Support Staff 8 Posted by Heather on 02 Apr, 2012 10:58 PM
Hi all,
We're very sorry for this issue and are working toward a fix. Thank you for your patience and let me know if there's anything we can do to help in the meantime.
9 Posted by Doug Macy on 03 Apr, 2012 06:45 PM
Heather,
I imagine you're still working on this. Appreciate the updates. I see that
now the USER sees the correct shipping amount in the menu, however the
actual amount used in the calculation is still wrong. It's still pulling
the highest value out of the shipping group.
Screen capture attached. You'll see that the total price does not reflect
the .50 shipping as shown in the menu, but instead a shipping cost of
$1.75, which is the maximum bracket in my shipping settings.
Please keep us posted on progress.
Support Staff 10 Posted by Heather on 03 Apr, 2012 07:09 PM
Hi Doug,
Thank you, we absolutely will keep you posted. We appreciate your patience.
11 Posted by this-is-not-a-mall on 13 Apr, 2012 02:28 PM
Hi,
It appears that there is still an issue with shipping, is the bug back!! After finally finalizing our shipping and simplifying it (as we had no other option) I have gone in to double check before our launch and the rates have all been shuffled and the prices/quantity do not match at all what I entered!!!
PLEASE HELP, we have paid our subscription and are ready to launch but we simply cannot until all these shipping issues have been ironed out.
Thanks
Anissa
Support Staff 12 Posted by Heather on 13 Apr, 2012 05:52 PM
Hi Anissa,
So sorry to hear that. I'm afraid our team is continuing to address this issue. Our apologies for the inconvenience. If you would like a refund for this month in light of that issue, please reply with your transaction information.
13 Posted by 24004 on 15 Apr, 2012 10:30 AM
Hello,
I have just come across a very similar issue, and by going through the past few discussions, it looks like I am not the only one. The last order I received (order #229183) calculated 0 shipping fees. I checked my shipping settings and they have changed, although I have never changed them since my site went live (see both screenshots attached; I am going to reconfigure my settings back to normal now, hoping that they won't change again). There is no way I am going to pay the shipping for this order out of my pocket just because there is a bug in the system, so either you guys can find a way to pay me the shipping, or give me a refund for this month. Sorry for sounding a little harsh, but it is really annoying to come across a bug like this one....
Thanks,
Michael
PS: I am still having an issue with my Sources (in Statistics). Is it ever going to get fixed?
14 Posted by Dana on 15 Apr, 2012 07:01 PM
Hi - I am a new user and am having the exact same issues setting up my shipping rules. It seems that whenever I save my rules, it automatically inverses the amount for $0.01 and the highest amount by changing the infinity placeholder to the $0.01 spot.
As a new users, I am excited to build my shop on Goodsie, but this bug makes it virtually impossible to open my store.
Please let me know if there is something I am doing wrong, or the status of the bug.
Thanks
Dana
Support Staff 15 Posted by Heather on 16 Apr, 2012 02:44 PM
Hi all,
We're working hard to reproduce these issues and resolve them ASAP. We apologize for the extended delay. Let us know if we can do anything further in the meantime to assist you.
16 Posted by 24004 on 16 Apr, 2012 04:09 PM
Hi Heather,
I am sure that you guys are working on this. However, I am still missing the shipping fee from my last order because of this bug, and I am not going to pay it out of my own pocket, so please find a way for me to get this solved.
Thanks,
Michael
Support Staff 17 Posted by Heather on 16 Apr, 2012 04:13 PM
Hi Michael,
I'm sorry to hear that. We suggest contacting the customer via email and setting up an additional payment for the shipping fee that was not correctly calculated. Please email me at heather @ goodsie.com if you need help with this.
Support Staff 18 Posted by Heather on 18 Apr, 2012 09:22 PM
Hi all,
The issue with quantity range shipping options should now be resolved. Please let us know if you continue to have a problem, and again our apologies for the delay.
Best,
Heather
19 Posted by this-is-not-a-mall on 19 Apr, 2012 12:23 PM
Hi Heather,
Great to know this has been resolved, however we would like a refund for the month as we have not been able to launch due to this. Do you have an e-mail address I can send this receipt to as I don't want to post in a public discussion.
Thanks
Anissa
Support Staff 20 Posted by Katie on 19 Apr, 2012 12:50 PM
Hi Anissa,
No problem. Please feel free to send your transaction information to me or Heather at katie @ goodsie.com or heather @ goodsie.com.
Thanks,
Katie