Shipping options not available for many customers

[Andy1735]

We are having issues with customers trying to place preorders. They are not able to complete checkout and are getting a message

"There are no available shipping options. Please call us at for assistance with your order."

This is a critical issue.

[JohnB]

Could you provide some example customer id numbers that this is happening to?

Often, the reason customers cannot see the shipping options is because they have an incorrect address. Did you already check the address on file for the customer?

[Andy1735]

14819 he does not have his info in his account properly but in his abandoned cart is it correct.

Also 12616 and 12156. For some reason their account records are not showing complete info.

Also, some of these have orders that Shane manually created for them after they told us about the issue.

[JohnB]

Were you able to select shipping options when you recreated the orders?

[Andy1735]

Shane did them, but these were all preorders, and with those there should be some sort of "shipping not required" message. We don't select shipping until we convert the pre-orders to in-stock orders.

[Dave]

The next step would be to upgrade you from version 4.5 to 4.51, a few improvements were made to the shipping and ecommerce system. There were also some adjustments made to how PayPal handles discounts. After an upgrade, you may experience some unintended issues with the new version. For this reason, we recommend performing the upgrade during a time when you are not expecting a high volume of customers. We always perform upgrades after 5pm. What day would work best for you?

[Andy1735]

Great! Tuesday or Wednesday evening would be ideal. Let me know and I will keep an eye on things.

[Dave]

We have been noticing a high volume of traffic to your website when attempting to upgrade you on Tuesday and Wednesday. Is it ok to try the upgrade tonight?

[Andy1735]

Sure thing, go for it. How long will it take?

[Dave]

It only takes a few minutes if all goes well. We still like to do it late at night just in case it takes longer.

[Andy1735]

Sounds good! If you can give me a heads up by email when the switch is going to happen that would be great. Thanks!