Delivery options not showing up for customers once she’s logged in

  • Hi There,

    One of my clients got this note on one of their orders recently:

    “Hi, when I ordered the last time you had to contact me for payment for the packaging & postage cost. I added items to cart and proceeded to checkout, it did include postage at that point. I then logged into my account and proceeded to checkout, it didn’t include postage at that time – I hope this helps you sort it with your technical team. You can call me to take payment details for postage on receipt of this order. Thanks”

    This has happened to this one customer twice. In her orders in the back end of Woo Commerce you can see that the order has gone through with no delivery option selected (The options are either Delivery or Click & Collect)

    I’ve tried to recreate the issue myself but it doesn’t happened for me, the shipping options are always there.

    How should I proceed in fixing this?

    Thank you

    The page I need help with: [log in to see the link]

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Support Saravanan S, a11n

    (@simplysaru)

    Hi @amymcdesign,

    I would suggest you use a plugin like User Switching and switch to the user and debug the issue from their account and check on this.

    You may want to look for any errors in the browser console to identify any complications.

    Thread Starter amymcdesign

    (@amymcdesign)

    Ok I logged in as the user and now when I’m in the cart and checkout the shipping methods do not appear.

    Comparing it to when I’m not logged in as that user this is the code that seems to be missing:
    <td>
    <table class=”lpp-shipping-package-wrapper”>
    <tbody><tr class=”woocommerce-shipping-totals shipping”>
    <th>Shipping</th>
    <td data-title=”Shipping”>
    <ul id=”shipping_method” class=”woocommerce-shipping-methods”>

    • <input type=”radio” name=”shipping_method[0]” data-index=”0″ id=”shipping_method_0_flat_rate1″ value=”flat_rate:1″ class=”shipping_method” checked=”checked”><label for=”shipping_method_0_flat_rate1″>Delivery: <span class=”woocommerce-Price-amount amount”><bdi><span class=”woocommerce-Price-currencySymbol”>€</span>5.95</bdi></span></label>
    • <input type=”radio” name=”shipping_method[0]” data-index=”0″ id=”shipping_method_0_local_pickup_plus” value=”local_pickup_plus” class=”shipping_method”><label for=”shipping_method_0_local_pickup_plus”>Click & Collect</label>

      • <p class=”woocommerce-shipping-destination”>
      Shipping to Clare.</p>
      </td>

      Ho do I get this code to show up when this user is logged in?

      Thank you

    Thread Starter amymcdesign

    (@amymcdesign)

    I’ve used the User Switching plugin to log in as other random users and the problem is showing up for all of them

    Plugin Support abwaita a11n

    (@abwaita)

    Hi @amymcdesign,

    Thanks for sharing with us the results you got when troubleshooting.

    Just to check, do you happen to have a caching plugin? If yes, I would recommend that you purge all cache from it and set it not to cache the cart, checkout, and my account pages as explained in this guide.

    I can also recommend getting in touch with your host to see if they have any server-side caching so that they can disable it.

    Let us know how it goes after trying these options.
    Thanks.

    Thread Starter amymcdesign

    (@amymcdesign)

    HI There,

    I cleared the caching plugin cache and then logged in as that user, but the shipping methods still do not appear in the cart or checkout.

    What should I do next to solve this?

    Thanks

    Mirko P.

    (@rainfallnixfig)

    Hi @amymcdesign,

    Thanks for clearing the cache on your caching plugin.

    Would you mind checking if those shipping options will appear when you’re logged in as that user and have previously changed from the Bridge theme to the default Storefront theme? Ideally, you’d need to run a full conflict test by taking the steps on this guide: https://docs.woocommerce.com/document/woocommerce-self-service-guide/

    You could also share with us screenshots of your shipping settings as found under the General and Shipping tabs in WooCommerce > Settings for further verification. I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on that page, then paste the URL in this chat. It works with Chrome, Firefox, Safari, and Edge browsers.

    *As usual we recommend that you have a full backup in place before making changes to your site*

    Thanks.

    Thread Starter amymcdesign

    (@amymcdesign)

    Hi There,

    Thanks for your reply.

    When I deactivated my theme and activated a default one, this is what the cart shipping options look like – logged in as that user:
    https://snipboard.io/Xte86L.jpg
    https://snipboard.io/h2fQsM.jpg
    https://snipboard.io/h2fQsM.jpg
    https://snipboard.io/Tf3xrv.jpg

    I’d prefer if the shipping options just came up instead putting your address in there in the cart.

    Here are the screen shots from my Woo Commerce General and Shipping Settings (Not sure if they are all relevant but I put them here just in case):
    https://snipboard.io/Tf3xrv.jpg
    https://snipboard.io/Tf3xrv.jpg
    https://snipboard.io/Tf3xrv.jpg
    https://snipboard.io/Tf3xrv.jpg
    https://snipboard.io/ZQlDmt.jpg
    https://snipboard.io/ZQlDmt.jpg
    https://snipboard.io/GU2zVh.jpg
    https://snipboard.io/GU2zVh.jpg
    https://snipboard.io/GU2zVh.jpg
    https://snipboard.io/GU2zVh.jpg
    https://snipboard.io/GU2zVh.jpg
    https://snipboard.io/htRNEO.jpg

    Thanks for your help,
    Amy

Viewing 7 replies - 1 through 7 (of 7 total)
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