Shipping rates are inaccurate – need multi-country shipping to work

  • Resolved joycegrace

    (@joycegrace)


    4 years, 1 month ago

    Hello,

    According to your plugin description:

    This plugin enables you to set the shipping zone (and shipping class) so the right shipping cost end up in your product feed. Our plugin uses all shipping zone settings you have configured in WooCommerce (flat rates, classes and free shipping). Our support also supports US and Australian postal codes and regions.

    –> this is not working for me.

    I have written about this at the link below and have been ignored for months. I don’t understand why. Is it because my support request requires a paid version of the plugin? Can you please be clear about why you have not responded? What do we need to do to get an answer, or better yet, a solution?

    https://www.ads-software.com/support/topic/shipping-rates-come-out-wrong/

    Now, Google Merchant Center is rolling out multi-country feeds. https://support.google.com/merchants/answer/10060790?hl=en

    We are in Canada and have added the USA to our list of countries to show our product feed data to.

    All our products are being rejected for USA ads for not having a tax or shipping rate set up. https://cloudup.com/c0lPvIFncMY I have attempted to solve the tax issue within Merchant Center settings. It would be nice if your plugin could take WooCommerce rates for multiple country settings, too.

    However, regarding shipping, we DO now have a USA zone, with shipping rates in WooCommerce. But it not reading it from the feed. It doesn’t show up in the feed at all.

    This is how we set up our WooCommerce shipping zones and rates: https://cloudup.com/isx04A9SIlD (there are two screenshots at that one link).

    All of our products STILL come out with a single zone (called ‘Outside BC’) and show only one ‘paid’ rate within that one zone (even though there are other rates in that zone, and other zones with paid and free rates).

    I HAVE turned on “Add shipping costs for all countries to feed (Google Shopping / Facebook only).” I also recently turned on “Remove all other shipping classes when free shipping criteria are met (Google Shopping / Facebook only)”. See here https://cloudup.com/c3wirZQD5Qf

    We are not using shipping classes. Only zones.

    Can you please tell us how we can solve this?

    How can we comply with the Google Merchant Center feed rules to display shipping rates for USA and our Canadian zones?

    How can we get our correct shipping options to show in the feed, with all our rates and zones?

    I see I’m not the only one having an issue of this nature. Though, I can’t tell if my issue is the same as others’ such as:

    https://www.ads-software.com/support/topic/cant-get-shipping-to-show/ (we are using flat rates)

    https://www.ads-software.com/support/topic/google-merchant-shipping-costs-issue/

    Thank you

    • This topic was modified 4 years, 1 month ago by joycegrace.
Viewing 15 replies - 1 through 15 (of 28 total)

  • Hi Joyce,

    Apologies for not replying to your previous post. Somehow, when you leave a comment in them, those do not end up in our inbox like it does for other posts. As a result no-one handles it.

    Now just to be sure, on what version of our plugin are you? Since we released a new version yesterday that had some shipping feature changes in it.

    Thread Starter joycegrace

    (@joycegrace)

    Hello, thank you for writing. I’ve updated to your latest version, and refreshed the feed, and then re-processed in Google Merchant Center.
    We still get the error of missing the USA shipping rate.
    This is what the feed info comes out as in Google Merchant center https://cloudup.com/cx80AuxLYcp

    It seems like it’s still missing:

    • Country info for some shipping rates
    • Free shipping over $200 within BC
    • Free shipping over $500 outside BC
    • Free shipping over $500 to USA

    Can you confirm you are getting these messages and are checking on this thread regularly if you don’t get them in your inbox?

    Thank you.

    • This reply was modified 4 years, 1 month ago by joycegrace.

    Hi Joyce,

    Confirmed, got this reply in our inbox.

    So with regards to the free shipping ones you are missing those will only be added to products when that criteria (minimum price is actually met). So aren’t they just missing for products that do no meet the criteria?

    Thread Starter joycegrace

    (@joycegrace)

    I checked a product we have that qualifies for free shipping under certain conditions. This is what it produces: https://cloudup.com/crEcb3XRuT1

    All the other shipping options, which would apply depending on WHERE the product is being shipped, don’t show up at all. That’s not right. However, if a single product does not meet minimum requirements for free shipping on its own, it does not show any of the free shipping options.

    Also, we still get the error that the USA shipping is not included in merchant center. It shows the label that we inputted as being USA shipping. But it does not ‘register’ in the Merchant Center. Did you see the screenshot? I think country code info is missing. It does not ‘take’ from WooCommerce I think.

    Please also share all screenshots of all individual shipping zones/methods so we can try to replicate the issue at hand.

    Please also share the plugin debug.log so we can see how you have configured your feed. Instructions on how to retrieve your debug.log can be found here: https://adtribes.io/send-your-debug-log-to-support/?swcfpc=1

    Thread Starter joycegrace

    (@joycegrace)

    Shipping zones overview page:
    Screen Shot 2020 10 15 at 7 28 30 PM

    BC RATES:

    BC shipping settings overview screen https://cloudup.com/ctqyGpIW-k6

    BC flat rate settings https://cloudup.com/cZwdIW8yr9u

    BC free shipping settings https://cloudup.com/c45_ce1tjcV

    Don’t think you need this but within BC rates there is local pickup https://cloudup.com/cMTPQMrpqN5 (new setting not in former screenshots)

    OUTSIDE BC RATES:

    NEW Outside BC shipping settings overview screen: https://cloudup.com/cKpl322f3R3 (now shows free shipping option)

    Outside BC flat rate settings https://cloudup.com/cijGTzFsxBG

    Outside BC free shipping settings: https://cloudup.com/cIKhGNWgoY3

    USA RATES:

    USA shipping settings overview screen https://cloudup.com/cbr3A95S0OV

    USA free shipping settings: https://cloudup.com/ct-vL1mja7b

    USA flat rate settings: https://cloudup.com/c5y3_1IRhkn

    Will send the debug log via email to [email protected]

    Thank you very much

    Thanks for the screenshots, appreciated!

    Can you update to the latest version of the plugin (8.9.4) to see if that solves the issue at hand?

    Thread Starter joycegrace

    (@joycegrace)

    No.

    When a single item meets the free shipping threshold (over $200 or $500 for us):

    When a single item does not meet the free shipping shipping threshold:

    Please share your updated product debug.log so we can check the feed itself instead of the Google Merchant screenshots.

    Thread Starter joycegrace

    (@joycegrace)

    I have sent this via email to the same address noted above

    Thread Starter joycegrace

    (@joycegrace)

    Hello, are my messages being lost again?

    supportadtribes

    (@supportadtribes)

    When you are on the last version of the plugin the region warnings in your merchant center should at least be gone now?

    Which ones still remain?

    Thread Starter joycegrace

    (@joycegrace)

    Getting a new error now https://cloudup.com/cuvNDbpLZna

    Can you please let me know if you’re making targeted changes relating to this thread? I feel like I’m being asked to update and check again, ‘just in case,’ every time I get a reply. Is there an actual concerted effort happening to solve this? Or this just throwing stuff out there and hoping that if I keep re-doing these steps, eventually it will work? E.g. when I am asked to update, is that because you are sure you’ve made a change to address the core issue we’re having in this particular thread?

    Sorry, I understand this is a free plugin and I GREATLY appreciate your help and responsiveness for a fantastic free plugin, which I would definitely recommend based on the rest of its functionality (not for multi-country feeds right now though). But I feel like the responses are asking me to repeat the same steps over and over without a solution, and without an indication that the information I’m proving is being used or looked at.

    Thank you.

    supportadtribes

    (@supportadtribes)

    E.g. when I am asked to update, is that because you are sure you’ve made a change to address the core issue we’re having in this particular thread?

    . Yes we do, one of the last notifications that was showing for you was related to regions missing in the shipping details. We solved that.

    The current notification is something we can’t really help with I think. It seems you have set shipping regions for countries this is not allowed for in Google. See: https://support.google.com/merchants/answer/6324484?hl=en

    region
    Submit a state, territory, or prefecture. This is supported for the United States, Australia, and Japan. Submit a subdivision code from the ISO 3166-2 code tables (US, AU, or JP) without country prefix (for example, NY, NSW, 03).

    Thread Starter joycegrace

    (@joycegrace)

    Hello, thank you for the reply.

    I’m not sure what you meant that “I” have set shipping regions for countries not allowed in Google.

    This is the only setting relating to shipping that I have configured in my feed: https://cloudup.com/c3QKigQ4uu9

    This is just taking from the WC shipping settings automatically, right? Your plugin does this, correct?

    Just to make sure I double checked to see if I had set up anything specific to pull the CA region in merchant center, and I don’t see anything there that I did particularly.

    So then, wouldn’t that error appear for anyone in the countries that are not US, Australia and Japan?

    Is there not a way to fix that based on the way your plugin ‘pulls’ the shipping info in WC?

    I’m also now getting this error on three of my products https://cloudup.com/csSVFZCi1gw –> these three meet the free shipping threshold for BC only, according to our shipping settings in WC.

    And other errors: https://cloudup.com/cptdVbM4pd1

    • This reply was modified 4 years ago by joycegrace.
Viewing 15 replies - 1 through 15 (of 28 total)
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