Shipping options not available when logged in

  • Resolved hql

    (@hql)


    2 years, 3 months ago

    Hi,

    Ive made a new topic but im having the exact same problem as the other person who posted here: https://www.ads-software.com/support/topic/shipping-options-not-available-when-logged-in/

    I enabled debug mode and for the user having the issue their address and got this message: Customer matched zone “Locations not covered by your other zones”

    which shows the shipping zone has been correctly configured covered for this user and works fine when logged out, but when logged in they see no shipping options.

    One thing I saw which might help yourselves is when user is logged in and adds something to his basket the side cart shows Shipping: FREE! BUT when logged out in shipping it shows the correct shipping cost. Another thing is our store is based in the UK and we had this issue with a few customers who are not in the UK, the most recent one for a user from NEW ZEALAND.

    Please can you help me with this, as we are having quite a few complaints about this from our customers,

    Thanks!

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

Viewing 11 replies - 1 through 11 (of 11 total)
  • Thread Starter hql

    (@hql)

    Attaching my system report, updated the database and checked all plugins.

    
### WordPress Environment ###

WordPress address (URL): https://www.thetechbase.co.uk
Site address (URL): https://www.thetechbase.co.uk
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REST API Version: ? 6.8.0
WC Blocks Version: ? 8.0.0
Action Scheduler Version: ? 3.4.0
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OpenSSL/1.1.1q

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### Security ###

Secure connection (HTTPS): ?
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### Active Plugins (26) ###

Advanced Coupons for WooCommerce Free: by Rymera Web Co – 4.4
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B2BKing Core: by WebWizards – 4.2.25
Contact Form 7: by Takayuki Miyoshi – 5.6.2
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maintenance.php: maintenance.php

### Settings ###

API Enabled: –
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Taxonomies: Product Visibility: exclude-from-search (exclude-from-search)
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My account: #276 - /my-account/
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### Theme ###

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Overrides: betheme/woocommerce/archive-product.php
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### Admin ###

Enabled Features: activity-panels
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### WooCommerce Payments ###

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Connected to WPCOM: Yes
Blog ID: 197653313
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### Status report information ###

Generated at: 2022-08-18 12:42:39 +01:00

    Hi there,

    I noticed you’re using our B2BKing Core plugin. Please note that B2BKing has a feature to control shipping and payment methods by group: https://woocommerce-b2b-plugin.com/docs/how-to-enable-disable-payment-and-shipping-methods-based-on-users-or-groups/

    Please try to go to B2BKing -> Groups -> “B2C Users” and “Business Group”, and for each category of users / groups, check that the shipping methods you want are enabled.

    Rynald0s

    (@rynald0s)

    Automattic Happiness Engineer

    Hi @hql

    I understand that you are having trouble getting your shipping rates to show up when a user is logged in. It only shows up when a user is logged out. In addition to that, there’s a further mismatch between what the user sees when logged in vs being logged out.

    First question: is the cart, checkout, and my-account pages being cached? If not via a plugin on your site, then at server level? Would you be able to check with your host and if that is the case, please request that they exclude those pages.

    Would you please also provide us with a screenshot of your overall shipping zones, the method settings for one of your non-UK zones, and then also your default customer location settings found under “WooCommerce > Settings > General” settings page? You can use the free https://snipboard.io plugin to send us those screenshots.

    Cheers!

    Thread Starter hql

    (@hql)

    `Hi there,

    I noticed you’re using our B2BKing Core plugin. Please note that B2BKing has a feature to control shipping and payment methods by group: https://woocommerce-b2b-plugin.com/docs/how-to-enable-disable-payment-and-shipping-methods-based-on-users-or-groups/

    Please try to go to B2BKing -> Groups -> “B2C Users” and “Business Group”, and for each category of users / groups, check that the shipping methods you want are enabled.`

    I checked this and all options are enabled for all users

    Thread Starter hql

    (@hql)

    Hi @hql

I understand that you are having trouble getting your shipping rates to show up when a user is logged in. It only shows up when a user is logged out. In addition to that, there’s a further mismatch between what the user sees when logged in vs being logged out.

First question: is the cart, checkout, and my-account pages being cached? If not via a plugin on your site, then at server level? Would you be able to check with your host and if that is the case, please request that they exclude those pages.

Would you please also provide us with a screenshot of your overall shipping zones, the method settings for one of your non-UK zones, and then also your default customer location settings found under “WooCommerce > Settings > General” settings page? You can use the free https://snipboard.io plugin to send us those screenshots.

Cheers!

    Hi Ryan,

    1. We don’t have any sort of caching setup or any related plugins. Also at server level.

    2. Please the two images one of the shipping zones of outside the UK and the default customer locations:

    https://i.snipboard.io/QIeMRT.jpg
    https://i.snipboard.io/M4Vax8.jpg

    Thanks for your time!

    Mirko P.

    (@rainfallnixfig)

    Hi @hql,

    Thanks for the screenshots.

    Can you switch the default customer location to “No location by default” and let me know if the warning still occurs?

    If the step above doesn’t help, please share with us detailed step-by-step instructions to reproduce the message Customer matched zone “Locations not covered by your other zones” on your site.

    Thank you!

    Thread Starter hql

    (@hql)

    Hello,

    Still the same problem. I have one account that I can give you access to an account which you can use to test this issue as I took it over from a customer who reported this problem. How can I send you the login details privately?

    Thanks

    Plugin Support Nami

    (@woonami)

    Hi there @hql ,

    Could you please create a support ticket with us from this link?: https://woocommerce.com/my-account/create-a-ticket/ (You will need WordPress.com account which then is authenticated to log you in to WooCommerce.com)

    In the ticket;

    – Keep this problematic account as is, and please mention which username so we can look up
    – Create a new account with the email address [email protected], and make sure this account has an admin role.
    – Then share the credentials via https://quickforget.com/ (share the link that is created after entering the credentials)
    – Install the plugin User Switching – https://www.ads-software.com/plugins/user-switching/ so we can switch to the problematic user account
    – Share the link to this forum so we can keep our momentum

    Thanks!

    Thread Starter hql

    (@hql)

    if you guys are outside of europe you can simply register an account as Ive set all the countries outside of europe to be covered by a flat rate shipping option so you can create an account and add anything to your basket and try checkout, i believe it will not let you checkout as it wont show any shipping options. In the mean time i’ll try and do the above also

    Hi @hql

    if you guys are outside of europe you can simply register an account as Ive set all the countries outside of europe to be covered by a flat rate shipping option so you can create an account and add anything to your basket and try checkout

    Please mention this additional information in your ticket so our team can check when they investigate the issue.

    Thanks

    Thread Starter hql

    (@hql)

    Hi, Ive opened a support request with all the above instructions

Viewing 11 replies - 1 through 11 (of 11 total)
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