WC and PayPal and Shippo

Hello,

As a first step, can you please share a copy of your site’s System Status so we can understand your site setup? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

### WordPress Environment ###

WordPress address (URL): https://www.drbasko.com
Site address (URL): https://www.drbasko.com
WC Version: 6.7.0
REST API Version: ? 6.7.0
WC Blocks Version: ? 7.8.3
Action Scheduler Version: ? 3.4.0
Log Directory Writable: ?
WP Version: 6.0.1
WP Multisite: –
WP Memory Limit: 1 GB
WP Debug Mode: –
WP Cron: ?
Language: en_US
External object cache: –

### Server Environment ###

Server Info: Apache
PHP Version: 8.0.17
PHP Post Max Size: 1 GB
PHP Time Limit: 180
PHP Max Input Vars: 1000
cURL Version: 7.81.0
OpenSSL/1.1.1n

SUHOSIN Installed: –
MySQL Version: 5.7.23-23
Max Upload Size: 1 GB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 6.6.1
WC Database Prefix: 175_
Total Database Size: 117.51MB
Database Data Size: 103.66MB
Database Index Size: 13.85MB
175_woocommerce_sessions: Data: 0.39MB + Index: 0.01MB + Engine MyISAM
175_woocommerce_api_keys: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_woocommerce_attribute_taxonomies: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_woocommerce_downloadable_product_permissions: Data: 0.09MB + Index: 0.13MB + Engine MyISAM
175_woocommerce_order_items: Data: 0.12MB + Index: 0.06MB + Engine MyISAM
175_woocommerce_order_itemmeta: Data: 0.83MB + Index: 0.54MB + Engine MyISAM
175_woocommerce_tax_rates: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_woocommerce_tax_rate_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_woocommerce_shipping_zones: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_woocommerce_shipping_zone_locations: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_woocommerce_shipping_zone_methods: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_woocommerce_payment_tokens: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_woocommerce_payment_tokenmeta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_woocommerce_log: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_actionscheduler_actions: Data: 0.40MB + Index: 0.16MB + Engine MyISAM
175_actionscheduler_claims: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_actionscheduler_groups: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_actionscheduler_logs: Data: 0.24MB + Index: 0.16MB + Engine MyISAM
175_commentmeta: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_comments: Data: 0.52MB + Index: 0.34MB + Engine MyISAM
175_failed_jobs: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
175_fusion_forms: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
175_fusion_form_entries: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
175_fusion_form_fields: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
175_fusion_form_submissions: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
175_gf_draft_submissions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_gf_entry: Data: 0.17MB + Index: 0.02MB + Engine MyISAM
175_gf_entry_meta: Data: 2.03MB + Index: 2.01MB + Engine MyISAM
175_gf_entry_notes: Data: 0.08MB + Index: 0.03MB + Engine MyISAM
175_gf_form: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_gf_form_meta: Data: 0.07MB + Index: 0.00MB + Engine MyISAM
175_gf_form_revisions: Data: 0.04MB + Index: 0.00MB + Engine MyISAM
175_gf_form_view: Data: 0.12MB + Index: 0.06MB + Engine MyISAM
175_gf_rest_api_keys: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_gglcptch_allowlist: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
175_itsec_bans: Data: 0.02MB + Index: 0.03MB + Engine InnoDB
175_itsec_dashboard_events: Data: 0.08MB + Index: 0.08MB + Engine MyISAM
175_itsec_distributed_storage: Data: 19.23MB + Index: 0.00MB + Engine MyISAM
175_itsec_fingerprints: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_itsec_geolocation_cache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_itsec_lockouts: Data: 0.04MB + Index: 0.01MB + Engine MyISAM
175_itsec_logs: Data: 39.26MB + Index: 2.53MB + Engine MyISAM
175_itsec_mutexes: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_itsec_opaque_tokens: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_itsec_temp: Data: 0.08MB + Index: 0.07MB + Engine MyISAM
175_itsec_user_groups: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_links: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_mailchimp_carts: Data: 0.03MB + Index: 0.00MB + Engine MyISAM
175_mailchimp_jobs: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
175_ms_snippets: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_options: Data: 12.13MB + Index: 0.80MB + Engine MyISAM
175_postmeta: Data: 4.51MB + Index: 2.30MB + Engine MyISAM
175_posts: Data: 9.75MB + Index: 0.33MB + Engine MyISAM
175_queue: Data: 0.02MB + Index: 0.00MB + Engine MyISAM
175_rg_form: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_rg_form_meta: Data: 0.03MB + Index: 0.00MB + Engine MyISAM
175_rg_form_view: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
175_rg_incomplete_submissions: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_rg_lead: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
175_rg_lead_detail: Data: 0.14MB + Index: 0.15MB + Engine MyISAM
175_rg_lead_detail_long: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_rg_lead_meta: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_rg_lead_notes: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_snippets: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_termmeta: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
175_terms: Data: 0.01MB + Index: 0.04MB + Engine MyISAM
175_term_relationships: Data: 0.03MB + Index: 0.05MB + Engine MyISAM
175_term_taxonomy: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
175_usermeta: Data: 2.10MB + Index: 1.57MB + Engine MyISAM
175_users: Data: 0.10MB + Index: 0.10MB + Engine MyISAM
175_wc_admin_notes: Data: 0.04MB + Index: 0.00MB + Engine MyISAM
175_wc_admin_note_actions: Data: 0.02MB + Index: 0.01MB + Engine MyISAM
175_wc_category_lookup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wc_customer_lookup: Data: 0.08MB + Index: 0.08MB + Engine MyISAM
175_wc_download_log: Data: 0.04MB + Index: 0.04MB + Engine MyISAM
175_wc_order_coupon_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_wc_order_product_lookup: Data: 0.10MB + Index: 0.10MB + Engine MyISAM
175_wc_order_stats: Data: 0.08MB + Index: 0.05MB + Engine MyISAM
175_wc_order_tax_lookup: Data: 0.02MB + Index: 0.02MB + Engine MyISAM
175_wc_product_attributes_lookup: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
175_wc_product_download_directories: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
175_wc_product_meta_lookup: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_wc_rate_limits: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
175_wc_reserved_stock: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wc_tax_rate_classes: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_wc_webhooks: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wfBlockedIPLog: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wfBlocks7: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wfConfig: Data: 2.63MB + Index: 0.02MB + Engine MyISAM
175_wfCrawlers: Data: 0.01MB + Index: 0.00MB + Engine MyISAM
175_wfFileChanges: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wfFileMods: Data: 2.21MB + Index: 0.45MB + Engine MyISAM
175_wfHits: Data: 3.22MB + Index: 0.51MB + Engine MyISAM
175_wfHoover: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wfIssues: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
175_wfKnownFileList: Data: 1.19MB + Index: 0.14MB + Engine MyISAM
175_wfLiveTrafficHuman: Data: 0.02MB + Index: 0.03MB + Engine MyISAM
175_wfLocs: Data: 0.01MB + Index: 0.01MB + Engine MyISAM
175_wfLogins: Data: 0.08MB + Index: 0.02MB + Engine MyISAM
175_wfls_2fa_secrets: Data: 0.02MB + Index: 0.02MB + Engine InnoDB
175_wfls_settings: Data: 0.02MB + Index: 0.00MB + Engine InnoDB
175_wfNotifications: Data: 0.03MB + Index: 0.01MB + Engine MyISAM
175_wfPendingIssues: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wfReverseCache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wfSNIPCache: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wfStatus: Data: 0.18MB + Index: 0.07MB + Engine MyISAM
175_wfTrafficRates: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_wpfm_backup: Data: 0.00MB + Index: 0.00MB + Engine MyISAM
175_yoast_indexable: Data: 0.52MB + Index: 0.18MB + Engine MyISAM
175_yoast_indexable_hierarchy: Data: 0.02MB + Index: 0.05MB + Engine MyISAM
175_yoast_migrations: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_yoast_primary_term: Data: 0.00MB + Index: 0.01MB + Engine MyISAM
175_yoast_seo_links: Data: 0.13MB + Index: 0.04MB + Engine MyISAM
175_yoast_seo_meta: Data: 0.09MB + Index: 0.10MB + Engine MyISAM
ts_redirects: Data: 0.00MB + Index: 0.00MB + Engine MyISAM

### Post Type Counts ###

amn_wpforms-lite: 1
attachment: 325
avada_portfolio: 58
fusion_element: 28
fusion_template: 3
giftcard: 4
itsec-dash-card: 16
itsec-dashboard: 2
mc4wp-form: 2
nav_menu_item: 12
page: 33
post: 1
product: 7
product_variation: 5
revision: 466
shop_coupon: 9
shop_order: 1068
shop_order_refund: 14
slide: 12
wpcf7_contact_form: 3

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (16) ###

Gravity Forms: by Gravity Forms – 2.6.4
Akismet Anti-Spam: by Automattic – 4.2.5
Code Snippets: by Code Snippets Pro – 3.2.0
Contact Form 7: by Takayuki Miyoshi – 5.6.1
Avada Builder: by ThemeFusion – 3.7.1
Avada Core: by ThemeFusion – 5.7.1
reCaptcha by BestWebSoft: by BestWebSoft – 1.67
iThemes Security Pro: by iThemes – 7.1.3
Mailchimp for WooCommerce: by Mailchimp – 2.7.1
MC4WP: Mailchimp for WordPress: by ibericode – 4.8.7
MailChimp for WordPress - Captcha: by ibericode – 1.1.2
No CAPTCHA reCAPTCHA for WooCommerce: by MailOptin Team – 1.2.6
UpdraftPlus - Backup/Restore: by UpdraftPlus.Com
DavidAnderson – 1.22.14

Pay For Post with WooCommerce: by Pramadillo – 3.0.10
WooCommerce: by Automattic – 6.7.0
Yoast SEO: by Team Yoast – 19.3

### Inactive Plugins (2) ###

WooCommerce Admin: by WooCommerce – 3.3.2
WPForms Lite: by WPForms – 1.7.5.3

### Must Use Plugins (3) ###

Endurance Browser Cache: by Mike Hansen – 0.4
Endurance Page Cache: by Mike Hansen – 2.2
SSO: by Garth Mortensen
Mike Hansen – 0.4

### Settings ###

API Enabled: ?
Force SSL: ?
Currency: USD ($)
Currency Position: left
Thousand Separator: ,
Decimal Separator: .
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: ?
Enforce Approved Product Download Directories: –

### WC Pages ###

Shop base: #43 - /store/
Cart: #183 - /cart/
Checkout: #185 - /checkout/
My account: #72 - /my-account/
Terms and conditions: #46 - /terms-conditions/

### Theme ###

Name: Avada
Version: 7.7.1
Author URL: https://themeforest.net/user/ThemeFusion
Child Theme: ? – If you are modifying WooCommerce on a parent theme that you did not build personally we recommend using a child theme. See: How to create a child theme
WooCommerce Support: ?

### Templates ###

Overrides: Avada/woocommerce/cart/cart.php
Avada/woocommerce/checkout/form-pay.php
Avada/woocommerce/checkout/review-order.php
Avada/woocommerce/checkout/thankyou.php
Avada/woocommerce/loop/loop-start.php
Avada/woocommerce/single-product/add-to-cart/variable.php
Avada/woocommerce/single-product/short-description.php
Avada/woocommerce/single-product/tabs/additional-information.php
Avada/woocommerce/single-product/tabs/description.php

### Admin ###

Enabled Features: activity-panels
analytics
coupons
customer-effort-score-tracks
experimental-products-task
experimental-import-products-task
experimental-fashion-sample-products
experimental-product-tour
homescreen
marketing
mobile-app-banner
navigation
onboarding
onboarding-tasks
remote-inbox-notifications
remote-free-extensions
payment-gateway-suggestions
shipping-label-banner
subscriptions
store-alerts
transient-notices
wc-pay-promotion
wc-pay-welcome-page
wc-pay-subscriptions-page

Disabled Features: minified-js
settings

Daily Cron: ? Next scheduled: 2022-08-02 02:19:01 -10:00
Options: ?
Notes: 90
Onboarding: completed

### Action Scheduler ###

Complete: 1,055
Oldest: 2022-07-01 14:31:01 -1000
Newest: 2022-08-01 14:11:04 -1000

Failed: 8
Oldest: 2019-11-05 16:36:21 -1000
Newest: 2020-01-15 17:03:48 -1000

Pending: 5
Oldest: 2022-08-01 15:03:14 -1000
Newest: 2022-08-04 14:53:40 -1000

### Status report information ###

Generated at: 2022-08-01 14:25:57 -10:00

Hi @suchipsa,

Thanks for the system status report.

She wanted the product shipped to a different address than her billing, but she did NOT select that on the WooCommerce Checkout page.

I noticed that you’re selling digital books and orders with virtual products won’t calculate shipping costs and there will be no option to ship to a different address – https://woocommerce.com/document/managing-products/#product-types.

Can you tell us what product did your customer purchase? If it’s a regular product that can be shipped the option to ship to another address should be displayed on checkout if you set up shipping correctly – https://woocommerce.com/documentation/plugins/woocommerce/getting-started/shipping/.

Other than that, there may be conflicts with the theme or with another plugin. You can read more about plugin and theme conflicts in our Self-Service Guide.

Thanks.

The customer bought one digital/virtual product and one physical/shippable product. She did have the option to enter a different shipping address on the WC checkout page, but she did not do it; when she was ready to pay, and on the PayPal checkout page, she changed the shipping address on that page. Can you confirm, or does anyone know — when details are changed during PayPal checkout, are they passed back to WC?

What is odd is that her WC Order details page has billing and shipping the same, but her WC User Profile page has different billing and shipping. So somehow WC received the alternate address for shipping, and (presumably) did not pass it to Shippo. I checked with Shippo technical support, and they said Order Details information are what are exported to Shippo.

I don’t think this is a common occurrence, but I would like to get to the bottom of what happened as we now have to ship her another item at our expense since her Paypal receipt shows she legitimately provided an alternate address for shipping.

Thanks –

• This reply was modified 2 years, 3 months ago by suchipsa.

Hey @suchipsa,

We’d like to look into this further, so please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

Please include a link to this forum thread, so that we can keep track of what’s already been done.

We will be able to help you further there.

Hi – I had tried using that support link first, but as I don’t have a premium product or plugin I was told to use the forums for a solution. Do you still want me to do as you said?

Thanks!

Hi there!

I don’t have a premium product or plugin I was told to use the forums for a solution. Do you still want me to do as you said?

Yes, please. If you make sure to include a link to this ticket, the Happiness Engineer working on your ticket can take a look at this discussion and continue from there.

I’ll mark this topic as solved for now so that we can continue discussions via email.

Please feel free to open a new topic if you have any other questions.