Our Zip Code being entered in shipping information

[Brewhaus]

Since upgrading to Gold R6 we have had occasional orders come through with our zip code entered into the customer's information. It has happened too many times to simply be that a customer did this intentionally, and it is something that has never happened to us before. Has anyone else experienced this, and why would this happen? More importantly, how can we resolve this, as the shipping charges are calculated to our own zip code, leaving us low on the shipping cost.

[ForumsAdmin]

In which customer field is the zip code entered?

[Brewhaus]

It is entered into the zip code field.

[Katie]

Can you give some more information about these orders? Like which payment gateway is being used and whether it might be an international address where postal code is not a requirement. Is the zip code changed for the user record or just the order?

[AbleMods]

I've seen it before, albeit it very rarely.

It was always one a case where some sort of auto-fill program or browser extension was in play. Some people have plugins to their browser that help with populating address fields using previously entered values. But it doesn't always get it right and people forget to check every single field.

Not sure that's the situation here but wanted to throw in my experiences just in case.

[Brewhaus]

I think that Joe may be on to something. Although it never happened under 7.0.7, it is possible that Gold, being more recent, allows for some browser add-ons to function. Or am I off base here?

Katie- The customer's billing address also has our zip code, so it is in their account this way. And, they have all been US addresses. I cannot say on the payment gateway, but I believe they were all on CC, not PayPal.

[AbleMods]

Although it never happened under 7.0.7, it is possible that Gold, being more recent, allows for some browser add-ons to function. Or am I off base here?

More likely it's the browsers that have changed, not Gold. Browser updates are so automatic these days, it's hard to tell when they really were changed.

[Brewhaus]

So, it is just something that we will all have to live with? I guess that if the cause is as you suggest then it is the customer's own fault, so if there is a delay in shipping as a result they can't blame us... but the will.

[jguengerich]

If you can find a customer that had this problem that has older orders with the correct ZIP, you could try correcting it in their account info, then watch that customer and see if it happens again. It would have to be a fairly regular customer. I don't know if that would help find the cause or not. Maybe if you find and correct several like this, you'll notice something they have in common. Another thought - throw some custom code on the address page(s) to force the customer to change the ZIP if it matches yours but the city/state doesn't match yours. Again, that would be treating the symptom, but maybe it would give you some clues to the cause.

[Brewhaus]

This has literally only happened three or four times since upgrading, and has always been with a new customer. I don't know if that helps.

[jmestep]

I googled the subject and there are several solutions for disabling the auto fill. Here is one:
http://www.webcosmoforums.com/asp/20628 ... p-net.html
The one below is for use globally, but it would probably mess up the autocomplete in the search box.
http://stackoverflow.com/questions/8617 ... pplication

[Brewhaus]

I just got off the phone with a customer where the zip code on the order was our zip code, and he said that he does not have an auto-fill program- he manually entered the information. Any more thoughts on this? It is a real headache when we have to start calling customers to get more money because something in our system seems to hiccup (what appears to be) sporadically.

[jmestep]

I can't find my notes now, but I had looked at the basket total summary for a client because tax was showing up before someone entered an address when they didn't live in a taxable area. I found out that under some conditions, the warehouse address was assigned to an order if the customer had no address registered. Maybe that had happened and he hadn't changed all the address fields if they needed to be changed. Note, this is a "maybe".

[Katie]

I found out that under some conditions, the warehouse address was assigned to an order if the customer had no address registered.

I know when this happens. Tax Settings. If the store is required to show tax in advance of checkout (like the VAT requirement), then you can enable a setting to show tax for anonymous users.

See here: http://help.ablecommerce.com/mergedProj ... ttings.htm

If this option is checked, then it would be one reason why the zip code is pre-populating.

[CGrouse]

We have been having this issue ever since upgrading and it's causing multiple payment pendings per day and lots of confused customers. It is across multiple browsers and we have customers who have told us they corrected the zip code and it still reverted back to our own zip code after they submitted the order.

We have tried the tweak to turn off autocomplete, but continue to have the problem.

Our tax settings have shopping display as "none", so we do not have an anonymous user option. However, if we highlight "Show Tax Separately" or "Include Tax in Price", we can see the anonymous user option and see that it is unchecked. It has never been checked. So this should not be affecting the zip code.

We would really appreciate some help on this.

[Katie]

What version did you upgrade to? Have you made any customizations to the billing forms? Do you have the mobile store enabled, and if so, do you know if the user checked out with a mobile device? If you have one of the orders where this happened, then you can go to the customer profile and view the activity log to see the pages the customer accessed.

Thanks
Katie

[CGrouse]

We're on AbleCommerce Gold (build 5731).

There are no customizations to the actual billing form that I am aware of that were not cosmetic with the exception of the autocomplete tweak.

I'm looking at a customer now who this happened to. I see them hitting EditBillAddress.aspx?GC=0 page twice, one GET and one POST. The mobile store is enabled, but it looks like they were using Chrome 34.0, so I assume they were on a desktop.

This is the only example I have right now. I can update when another goes through (or fails to go through).

[Katie]

I have a couple more questions -

Do you have the Guest Checkout option enabled?

For the order you mentioned yesterday, was there a tax involved?

You are on Release 5, and I keep thinking that we may have fixed a bug, but I spent about 15 minutes looking through our systems and didn't find anything. That doesn't necessarily mean we didn't fix the issue. It is odd that you are seeing this so frequently though. The past reports make this seem like a very rare issue. That makes me think that either it was a bug fixed in a later release, or you have some combination of settings that cause the issue to appear.

[Brewhaus]

We still get the issue, but it is too sporadic to find a cause. We are running Gold R6, build 6169.

[Katie]

We still get the issue, but it is too sporadic to find a cause. We are running Gold R6, build 616

You are welcome to answer the same questions that I'm asking of CGrouse. That might help us to find some common setting or scenario that causes this to happen. I've tested hundreds of checkouts using registered and guest accounts. Never seen this happen before. I don't typically use Chrome, but I have it installed now and will try this browser in my testing.

[Brewhaus]

The next time that this happens I will check the browser that the person used and see if I can find anything else of value, then relay it. Maybe we will be able to find something consistent with these orders, and then see if it can be replicated.

[Katie]

Thanks Rick. I keep thinking that taxes are somehow involved, because I know for certain that we use the store's default zip code to determine tax when the user's address is unknown.

[CGrouse]

We do have guest checkout enabled. I have lost the one from the other day, but I'm guessing based on the below orders that it was probably a guest checkout, as well. I don't think tax applied, and it didn't apply to any of the orders below.

From yesterday:
Guest checkout using Chrome 34.0, hit /Checkout/EditBillAddress.aspx?GC=0 3 times, one get and 2 post.
Guest checkout using Chrome 34.0, hit /Checkout/EditBillAddress.aspx?GC=0 2 times, one get and 1 post.
Guest checkout using Safari 7.0 Mobile, /mobile/Members/EditMyAddress.aspx?AddressId=7715043 twice, one get and one post.

[Brewhaus]

We do not have guest checkout enabled, so unfortunately that path is likely a dead end. If memory serves, not one of the issues we have had was in our state (ie. no tax).

[Katie]

Thanks to both of you for helping to get some answers. I'm assuming that both stores have tax enabled, but in the case of the zip pre-populating, the orders did not have tax applied.

One more question please. Are you using USPS with address validation?