Can't get APO shipping rate

[egormsen]

We have an person that is trying to place and order, but can not get any shipping options to display. I have check the error logs and no errors are showing up. Also I have tried tweaking the address, but can not get it to display and shipping options.

Just over a month ago this person placed an order and received a USPS shipping quote with the same address.

Also, I went out to the USPS website and received a postage quote using the address.

I have attached screenshots that shows our current setup for USPS and the billing/shipping address screen.

Any suggestions?

Thank you,

Eldon

[Katie]

Hi Eldon,

Everything looks correct to me. I see no reason why the Military shipping options are not appearing for you. Can you do an exact comparison using the shipping address from the customer's previous order, and the one shown in the screenshot above? Can you also try removing the last 4 digits on the zip code to see if that might give you different results?

Thanks
Katie

[egormsen]

I checked the previous order and it was the same address except the zip code was five digits, the method chosen was "USPS First-Class Mail Parcel". I updated the zip code and tried again, but still no shipping options.

Any other suggestions?

[Katie]

I went to your store and added a product to the basket. Used the shipping estimate form with the same info as this customer. I received the correct shipping method. However, when I tried to add the item "Rise Above - Hardcover Book", then it didn't work. Please check this product to make sure there is a weight.

Let me know please.

Katie

[egormsen]

I checked and it does have a weight of 1.50 lbs. Here is screen shot of the product info.

[Katie]

There must be something different about the products. For example, if I add the item "Heaven's Kiss - CD Audiolesson", then the USPS First-Class Mail Parcel shipping method appears as an option. I would carefully compare any differences between the item that works and the others that aren't working.

Another thing you can try. Enable the logging option from the USPS configuration page. Then go to the shipping estimate form or try placing an order with this customer's address info. Now, go to app_data\logs\usps.log and view the send and receive response. It might give you some clue why this isn't working. You are more than welcome to post that information here and I'll review it. Be sure to disable the logging when you're finished.

Thanks

[egormsen]

There is nothing obvious that I am seeing that if different between the two products. Here is the USPS log that I got when I tried to checkout with 2 of the Rise Above books in the cart. It looks like everything comes back correctly in the log, but still not seeing anything during checkout.

[Katie]

Hi Eldon,

I spent quite a bit of time trying to figure out why your log file shows a rate generated for USPS Priority Express Military, yet the store doesn't. I am going to have to do some more testing on my own installation to see why this isn't working.

I will let you know as soon as I find anything new.

Katie

[Katie]

It's working for me.



So, I am wondering if there is some other problem here. I remembered a patch we released for AbleCommerce Gold R5 and lower. It had an issue with Military addresses, which we did fix in a follow-up patch.

REVISION Information:

On July 31st, 2013, a new patch is released. The only change is in the CommerceBuilder.USPS.dll*. The correction was made so that Military APO AE addresses will work. The original AbleCommerce Gold patch, released on July 28th, used the "MILITARY" word in service codes (following the provided USPS release notes), but it did not match the actual service results returned from USPS.

What I don't understand is why you would be experiencing this problem if you are using Gold R6. Can you go to the Help > About page and get the version of the CommerceBuilder.USPS.dll?

Thanks

[egormsen]

This does seem odd. I noticed that your rate has the work "Military" in it. When I look at the order from last month that did get shipping rate if just is regular first class, not sure if that means anything - I have attached screen shot that show this.

Also, in the other screen shot, I put the Rise Above and Heaven's Kiss audio in the same order and when I try to ship it is splits the order into two shipments, even though both products are from the same warehouse. Shipment 1 just has the local pickup option and Shipment 2 has the standard (non military) First Class as an option.

Here is the Info from the about box:
CommerceBuilder.USPS: 7.86.5000.17240

[Katie]

The version of the DLL is correct. Because this is a military address, the only shipping services we should be seeing are USPS Priority Mail Express Military or USPS Priority Mail Military - just like in my screenshot. To be honest, I have no idea why this is happening, but it must have something to do with the products themselves because we can see different results depending on which products are being purchased.

If you want to share your app_data\uspsmethods.csv file, I will compare with mine. If it checks out ok, then the only option left would be for someone to login to your installation and continue troubleshooting. This goes beyond the free support we can provide through the forums. That means, you would need to purchase some support time, which means we authorize the credit card, and if this turns out being a bug, then we would void and cancel the order. If it doesn't take the full hour, then I would only charge for the time used unless you want the balance to remain on your support account.

[egormsen]

Sorry for the delayed response, had some other things popup today. Here is the file you asked you. Let me know if you find anything.

If not, what is the cost for someone to login an diagnose the problem?

[Katie]

The file matches exactly.

Here is a link to our priority support product -

http://www.ablecommerce.com/AbleCommerc ... -P105.aspx

Keep in mind that this is for a full hour. If it takes less time, we will only bill proportionally. Also, if it ends up being a bug, there would be no charges.

Thanks
Katie