No shipping method shown on orders

[Brewhaus]

In the past couple of weeks we have had two orders come through with no shipping method selected. I checked the error logs, and there are no errors showing near the time that the latest order was placed, so it was not a matter of no shipping rates being pulled.

Has anyone else hit this? What could be the cause of the problem (what could be happening to allow customers to complete an order with no shipping method selected), and how can we stop this from happening in the future? All of our products have shipping methods associated with them, so it is not a matter of having non-shippable items in the order.

[mazhar]

Have you any customization in your store?
What is the payment method for those two orders and also other order details?

[Brewhaus]

We have customized the general layout (style.css) and the invoices, but that is about all. Both orders were paid by credit card, and contain several items that all use the standard warehouse for shipping.

We tried to replicate the problem, but when we enter the same order online, shipping to the same address, we still get shipping methods with one selected by default. Somehow, there was no shipping method selected on the customers' order.

[Brewhaus]

Update- we spoke to the customer and he told us that when he placed the order he had selected FedEx Ground, and even knew the cost. So, somehow the system deleted his shipping method and only authorized his credit card for the product sub-total.

[AbleMods]

Update- we spoke to the customer and he told us that when he placed the order he had selected FedEx Ground, and even knew the cost. So, somehow the system deleted his shipping method and only authorized his credit card for the product sub-total.

Google Checkout has done that to me on occasion.

A few times it even pushed the order to AC7 with the shipping charge duplicated. Yet in GC it will show once.

The customer usually catches it because the order total in AC7 won't match what Google Checkout told them.

These things only happen with GC. Orders and Payments with Authorize.Net have been flawless.

[Brewhaus]

We do not use Google Checkout, so here is a first with Authorize.net for you. The only two options that we have are Paypal and credit card via Authorize.net.

[calvis]

I know this is an old thread.

We get this frequently as well with our 7.0.7 version.

We use UPS to pull up shipping rates. We also use authorize.net to process payments. I've try to duplicate but never been able to. Customer has no clue how they do it as well. All they know is they get an email confirmation with no shipping. Payment doesn't include shipping as well. This happens most frequently when customer ships to an address that is different than the billing address.

We have lots of customizations, but seeing other people with the same problem makes me wonder that it might not be our customizations. There might be anther factor involved.

Any clue how to prevent this would be nice.

[jmestep]

We have several sites that had reported that issue. I finally hid the payment form if the order was supposed to have shipping and it didn't. We haven't had any more complaints from the sites where I did this. I could never duplicate the problem myself.

[jmestep]

Someone asked me what code I used. Here is from one site - I put it in after Able's
if (!(editBilling || editShipping))
{
trPayment.Visible = true;

Code: Select all

  //DISPLAY PAYMENT METHODS
            if (!(editBilling || editShipping))
            {
                trPayment.Visible = true;
				//w2m jme 050812 don't show payment methods if there is no shipment
				
                if (needsShipping)
                {
				if (basket.Shipments.Count == 0)
                    {
                        trPayment.Visible = false;
						CheckoutMessage.Visible = true;
                    }
                    //calculate shipping
                    UpdateShippingAddress(basket, GetShippingAddress());
                    ShipmentList.DataSource = basket.Shipments;
                    ShipmentList.DataBind();
                }