Shipping wasn’t added to an order

I’ve had this happen twice and I thought it was because the customer had not put suburb (this field is added by the TCG plugin and not compulsory), but customer had put the town (compulsory woocommerce field). I posted a couple weeks ago to ask how to make the Suburb field compulsory. That may be the cure for no shipping calc. No answer yet.

hi, my suburb field is compulsory so its definitely not that. i did notice that under “User” in WP – there isn’t a field showing the suburb.
i also see that the plugin “hasn’t been tested with the latest version of wp”.
I wonder if there isn’t a way to stop the order going through without the shipping filled in. I don’t know which code would need to be tweaked for that. Any one got any ideas?

Hi @oonie ,

Are you still experiencing this?
Please advise what the customer does exactly to get to this.

We will need to reproduce this in order to troubleshoot.

Regards
TCG Support

I have the same issue it seems.

I have found that is the customer ticks the Shipping Insurance box, the courier cost calculation is not completed and the client skips paying for the courier, this has happened on many orders so far and is costing a lot of time to ask the customers to pay the difference.
How do I remove this Insurance box or stop it from removing the courier cost from the calculation?

@talenttcg This issue is not resolved, is there anything you can do to fix the plugin please?, I have had several more orders that did not add the shipping to the order after the customer had checked out, even though some say the shipping price was displaying. It could be several issues – either they are not putting in the SUBURB (that’s why I previously asked if it could be made a compulsory field), or they tick/untick the insurance box and the page does not refresh to recalculate. When I try to reproduce the issue, I know how it operates so I wait for it to recalculate, or force refresh, but the customer doesn’t know to Refresh. I don’t know which step they are missing out. I do have the option to ‘collect in-store’ but these customers say they checked the shipping option. It seems other plugin users are having the same issue.

Hi, have a client who is experiencing the same issue on their site. Not all, but some orders pull through without the shipping cost being added to the customers payment. This clearly not being ideal.
I’ve tried re-creating the issue, but with no luck. If I leave the Area/Suburb field empty when I try submit it tells me I can’t as the field needs to be completed. So it can’t be that…

Hi,

This seems to be due the Area/Suburb field not being compulsory at checkout.
If that field is populated then an order will be completed without a courier cost.

Regards
TCG Support

Hi @talenttcg, how does one make the field compulsory, as there is no such option in the plugin settings? Also, as mentioned, if I don’t fill out that field, when I try complete the checkout I get an error saying that no shipping has been selected. So that tells me the field is set to compulsory.

Hi,

If it is the only shipping method then you can hide the insurance option for test purposes and monitor for some time.

/*CSS to hide the insurance field*/
.tcg-insurance {
display: none !important
}

This CSS was already added by the previous dev and they must have used your suggested code. Just a note however, you’re missing the ; at the end of the display rule. This is possibly causing a break. Will monitor and see.

/*CSS to hide the insurance field*/
.tcg-insurance {
display: none !important
}

This worked in one instance but for some customers, if they don’t complete the address properly then they seem to be able to bypass the Area/Suburb field

Hi, so unfortunately we are still having the same issue. Some orders have shipping applied and others don’t. Happening quite random and can’t seem to replicate or see any obvious reason for this.

I also still have the issue and can’t replicate it myself. I want to stay with TCG but this is enough to try a different courier with a plugin that works without hassles. @talenttcg is it possible to ask the author to do a fix to make the suburb field compulsory, and see if that sorts this issue out for some users? My field is definitely not compulsory, I don’t get an error message if it is left blank. Unfortunately using TCG through uAfrica does not work well with Woocommerce for calculating shipping correctly, already tried it before this plugin.

Hi there @talenttcg I’m experiencing the same issue. I installed the plugin, followed your instructions on how to set it up, but it doesn’t work.

What doesn’t work? 2 places:
1. In the backend where you edit the Shipping method for TCG (/wp-admin/admin.php?page=wc-settings&tab=shipping&instance_id=1). I made sure that the Account number, user & password is correct, then under the “Shop Area / Suburb” where you need to type in the suburb to automatically bring up the suburbs… nothing works… I just keep on getting this “No Result Found” error.

2. On the Frontend, on the checkout page, after clicking “CALCULATE SHIPPING”, in the “start typing suburb name” box… nothing works… I just keep on getting this “No Result Found” error.

The result of this is that shipping costs from your plugin cant be applied to the sale of the products which is going to cause issues, so we are forced to switch our online shop down, because of this issue.

@hi5digital please provide us with your Account number with us. Please email [email protected]