Shipping not being charged, Info not being saved in Trust Payments

  • Hello

    Our client (using Trust Payments and your plugin) is having an odd problem where occasionally the customer is not being charged shipping for the purchase. We’ve been unable to isolate this to any particular type of purchase (different products, happens to both guests and logged in users, happens with coupon and without, there is only one fixed shipping rate).

    When we look at the payments coming in on Trust Payments, it seems like sometimes information is not being saved. i.e. the transaction will be missing a name, or address information (though it’s saved in WooCommerce okay). We are wondering if shipping information is sometimes being dropped also. This would mean the shipping bug is the visible symptom of a wider problem. It’s not clear whether the plugin is failing to send info, or whether TP is failing to save it. Difficult to test as the issue is sporadic.

    We are also experiencing a substantial number of reports from customers of sales hanging, or being unable to complete.

    Have you any insight, or advice as to where we should start looking?

    Kind Regards,
    Pierce

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Contributor Illustrate Digital

    (@illustratedigital)

    Hi @piercepackedhouse

    To start with, could you navigate to Tools > Site Health and under the info tab, copy site info to your clipboard and paste here please?

    This will allow us to see what other plugins etc you have installed, in order to investigate where conflicts may lie.

    Thanks

    Thread Starter piercepackedhouse

    (@piercepackedhouse)

    Here’s a slightly edited version, Illustrate Digital. Thanks for your help. 

    ### wp-core ###

version: 5.7
site_language: en_GB
user_language: en_GB
timezone: Europe/Dublin
permalink: /%postname%/
https_status: true
environment_type: production

### wp-mu-plugins (5) ###

AdminSetup.php: author: (ph), version: (undefined)
CustomBlocks.php: author: (ph), version: (undefined)
CustomFields.php: author: (ph), version: (undefined)
QueueHandler.php: author: (ph), version: (undefined)
WpImageUploader.php: author: (ph), version: (undefined)

### wp-plugins-active (35) ###

Category Order and Taxonomy Terms Order: version: 1.5.7.4, author: Nsp-Code (latest version: 1.5.7.7)
Contact Form 7: version: 5.4, author: Takayuki Miyoshi (latest version: 5.5.1)
Contact Form 7 Extension For Mailchimp: version: 0.5.36, author: Renzo Johnson (latest version: 0.5.49)
Contact Form 7 Mailchimp: version: 1.0.8, author: CRM Perks. (latest version: 1.1.1)
Custom Product Tabs for WooCommerce: version: 1.7.7, author: YIKES, Inc.
Duplicate Page: version: 4.4, author: mndpsingh287 (latest version: 4.4.5)
Easy Accordion Pro: version: 2.0.16, author: ShapedPlugin (latest version: 2.1.2)
Feefo Ratings & Reviews: version: 1.0.5, author: Feefo
Flexible SSL for CloudFlare: version: 1.3.1, author: One Dollar Plugin
GoSquared - Marketing Automation, CRM, Analytics and Live Chat for WordPress: version: 1.2.0, author: GoSquared (latest version: 1.3.0)
Import and export users and customers: version: 1.17.4.1, author: codection (latest version: 1.18.4.2)
Insert Headers and Footers: version: 1.5.0, author: WPBeginner (latest version: 1.6.0)
Invisible reCaptcha: version: 1.2.3, author: Mihai Chelaru
Mailchimp for WooCommerce: version: 2.5.1, author: Mailchimp (latest version: 2.5.3)
Maintenance: version: 4.02, author: WebFactory Ltd (latest version: 4.03)
Maintenance Pro: version: 3.6, author: fruitfulcode
Postmark (Official): version: 1.13.4, author: Andrew Yates & Matt Gibbs (latest version: 1.14.0)
Refersion for WooCommerce: version: 4.8.0, author: Refersion, Inc.
Remove Woocommerce Product Content: version: 1.1, author: Geek Web Solution (latest version: 1.3)
Simple Local Avatars: version: 2.2.0, author: Jake Goldman, 10up
SiteOrigin CSS: version: 1.2.13, author: SiteOrigin (latest version: 1.4.0)
Slider Revolution: version: 6.4.4, author: ThemePunch
Trust Payments Gateway ( 3DS2 ): version: 1.0.4, author: Trust Payments (latest version: 1.0.5)
Uncode Core: version: 2.3.2, author: Undsgn
Uncode Wireframes: version: 1.2.1, author: Uncode
Uncode WPBakery Page Builder: version: 6.5.0, author: Michael M - WPBakery.com
WooCommerce: version: 5.1.0, author: Automattic (latest version: 5.8.0)
Woocommerce Customers Order History: version: 5.2.0, author: javmah
WooCommerce PDF Invoice: version: 3.1.9, author: RightPress
WooCommerce Product Filter: version: 6.5.8, author: Mihajlovic Nenad
WooCommerce Table Rate Shipping: version: 4.1.3, author: Bolder Elements
WooCommerce Variation Swatches and Photos: version: 3.1.1, author: Lucas Stark
WPBakery Page Builder (Visual Composer) Clipboard: version: 4.5.7, author: bitorbit
YITH WooCommerce Wishlist: version: 3.0.20, author: YITH (latest version: 3.2.0)
Yoast SEO: version: 16.0.2, author: Team Yoast (latest version: 17.4)

### wp-plugins-inactive (6) ###

Advanced Custom Fields PRO: version: 5.9.3, author: Elliot Condon
Variation Swatches for WooCommerce: version: 1.1.13, author: Emran Ahmed (latest version: 1.1.19)
WooCommerce Dynamic Pricing & Discounts: version: 2.2.5, author: RightPress
WooCommerce Stripe Gateway: version: 5.0.0, author: WooCommerce (latest version: 5.7.0)
Worldnet Payments Gateway for WooCommerce: version: 2.5.3, author: Worldnet Payments (latest version: 2.6.4)
WPBakery Page Builder: version: 5.5.2, author: Michael M - WPBakery.com
    Plugin Contributor Illustrate Digital

    (@illustratedigital)

    Hi @piercepackedhouse, that’s great thanks!

    So first up, I notice you’re not running the latest version of the plugin – your log shows 1.0.4 is active whereas 1.05 is the latest version. I would advise updating that and testing as a first step.

    You’re also not running the latest version of WordPress so that would be another recommendation to get that updated.

    If this doesn’t solve the issue, I also notice you have a lot of plugins. Can you confirm whether you’ve already tested with just our plugin and WooCommerce enabled? If not, this would be my first suggestion in order to rule out a plugin conflict, as this is a high possibility given the number of plugins in use. The process here would be to disable everything other than these two plugins and see if you can still replicate the issues. Another good technique is to also switch to a default WordPress theme to ensure nothing in your theme files is conflicting. Both of these techniques are of course best carried out on a staging environment.

    Let us know how you get on, and if further support is needed we’re here!

    • This reply was modified 3 years, 1 month ago by Illustrate Digital. Reason: Added recommendation to also update WordPress
Viewing 3 replies - 1 through 3 (of 3 total)
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