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judy at Web2Market  
#1 Posted : Tuesday, January 30, 2024 7:29:47 AM(UTC)
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AC 9.0.7 Intermittent issue that could you a check during payment page. We have a site that intermittently receives an order in which one product (varies) shows up under non-shippable. We can't track it down, but it would be good to add a check, like on the payment page, where you check for orders without shipments, etc.

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Katie S  
#2 Posted : Thursday, February 1, 2024 3:53:04 PM(UTC)
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Hi Judy,

This is a strange issue, but how would we create a valid check for this scenario? It seems better to try and reproduce the issue which sounds like a bug or configuration problem.

If you can provide more details, please let us know.
Thanks for your support!

Katie
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judy at Web2Market  
#3 Posted : Saturday, February 3, 2024 11:32:41 AM(UTC)
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I'm sorry, I don't have any more details. I proposed to the client that I add code that would loop through the products in the basket and if they were marked shippable, make sure that they are assigned to a shipment and if there was no shipment, add one with the lowest cost shipping method applied. The client doesn't use ship groups so that simplifies things.
Katie S  
#4 Posted : Thursday, February 8, 2024 6:00:14 PM(UTC)
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Hi Judy,

I had a client report this same issue today. So, it is likely a bug and not a random glitch. We suspect that it might have to do with users that have items in the basket before the upgrade to AC9.

I'm going to have the dev team try to reproduce the issue.

If you have any thoughts, please let me know.
Thanks for your support!

Katie
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Katie S  
#5 Posted : Friday, February 9, 2024 11:31:58 AM(UTC)
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Hi Judy,

We're not having any luck reproducing the issue yet.

Do you know if your client is using KITS?
Thanks for your support!

Katie
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Katie S  
#6 Posted : Monday, February 12, 2024 2:35:31 PM(UTC)
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We're still having trouble reproducing.

Is the client using AvaTax by chance?
Thanks for your support!

Katie
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judy at Web2Market  
#7 Posted : Tuesday, February 13, 2024 7:33:14 AM(UTC)
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Customer is using kits but I don't know if a kit was involved with the most recent problem order. I just checked two of the orders he has reported over time and both of them were paid by Paypal Braintree. This is the only site we have using Braintree and the only site that has reported the issue of items coming through as non-shippable AND orders coming through with missing address pieces when Paypal is used. I believe he had contacted you about the missing addresses issue with Paypal and Braintree before, but no one could reproduce it.
Edit: Customer is not use Avatax.
Katie S  
#8 Posted : Tuesday, February 13, 2024 1:14:02 PM(UTC)
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Yes, I remember that customer. We spent a lot of time trying to figure out the missing address part.

It just doesn't make sense how items get in the basket as non-shippable. In our case, it happens before the payment page.

IMO, the most bizarre thing is that it happens so infrequently. And trying to reproduce the issue by recreating the order exactly never works.

I don't know...but this is really frustrating.
Thanks for your support!

Katie
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ray22901031  
#9 Posted : Wednesday, February 14, 2024 7:31:28 AM(UTC)
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I do not have this problem; however, I've had many problems before where I could not figure out what was going on. This had to do not only with pages but with individual products as well.

My solution to these difficulties was to clone either the page or the product, delete the original page or product, and then rename the clone to its original name.

I do not know if this might help, but it has helped me in the past. For me, it seems that it just reconnects everything again, and whatever was broken was reconnected again.

I'm unsure if this will fix your current situation, but it's an easy procedure.

-Ray
Katie S  
#10 Posted : Wednesday, February 14, 2024 11:17:23 AM(UTC)
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Thank you for the suggestion, Ray. The client I'm working with sells fishing gear, so she has a lot of products in her inventory. We added a warning to her order page, so it shows an alert if there are items in the order that are non-shippable. Generally, her orders are large because they also do B2B. I will pass on the suggestion though.
Thanks for your support!

Katie
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ray22901031  
#11 Posted : Wednesday, February 14, 2024 2:18:16 PM(UTC)
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The only time I ever had a problem like this was when I did not have the proper weight on the item.

-Ray
Katie S  
#12 Posted : Wednesday, February 14, 2024 5:04:31 PM(UTC)
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That was my first thought because the items are very light (e.g. .2 ounces), but this issue is not happening often. Just a few times within the last few months. When I tried to reproduce the orders, the shipping always works fine. They use USPS.
Thanks for your support!

Katie
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Katie S  
#13 Posted : Friday, February 16, 2024 7:02:14 PM(UTC)
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Hi Judy,

Can you let me know if your client is using PayPal Express?

Thanks for your support!

Katie
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judy at Web2Market  
#14 Posted : Monday, February 19, 2024 7:11:05 AM(UTC)
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Yes, they are using PayPal Express
Katie S  
#15 Posted : Monday, February 19, 2024 10:35:24 AM(UTC)
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Hi Judy,

You can ask them if the orders that come through without shippable items are being paid by Paypal express. In the case of our client, all the orders were paid this way.

Please check to make sure that the correct widget is in use. It should be labeled "Braintree Paypal Express Checkout Button".

I did some testing using the old Paypal express button with BT, and the behavior was wrong. It asked for payment before the shipping and tax were added. The shipping page broke with no shippable items appearing.
Thanks for your support!

Katie
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judy at Web2Market  
#16 Posted : Tuesday, February 20, 2024 7:46:40 AM(UTC)
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I have asked the client.
I checked the code and the correct button is being used.
2024-02-20_8-40-45.png (12kb) downloaded 0 time(s).
judy at Web2Market  
#17 Posted : Tuesday, February 20, 2024 11:46:26 AM(UTC)
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Customer said he does not have an easy way of determining whether the used Paypal Express or not. Sorry.
judy at Web2Market  
#18 Posted : Wednesday, February 21, 2024 7:08:43 AM(UTC)
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Merchant added to his help desk ticket that they just got a new problem order paid with Paypal. He says he assumes it is PP Express as most of the PP orders on his site are.
Katie S  
#19 Posted : Friday, February 23, 2024 11:23:15 AM(UTC)
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Thanks for the updates. Can you find out if the client has the original Paypal gateway still installed?
Thanks for your support!

Katie
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