International Order charged no shipping fee

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Lfrailey173
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International Order charged no shipping fee

Post by Lfrailey173 »

Can you please look at order #53909 from buyer #38378. It's an order to Australia and they were charged $0 for shipping, the line on the invoice for shipping is actually totally blank except for the $0.00. Shipping by weight should have been around $56. Please let us know what error caused this...we will wait to hear.
australia order .jpg
australia order .jpg (39.96 KiB) Viewed 1272 times
Lfrailey173
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Re: International Order charged no shipping fee

Post by Lfrailey173 »

Hi!
Here's another international order with a shipping issue. Appears the system is reading the WA for Western Australia as WA for washington state. She has been ordering for over 2 years with no issues with the format of her address calculating the correct international shipping rate. Shipping rate should have been $51.40 not $0.00. Order #54263 buyer #23098
Order 54263.jpg
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Could you please look into this for us and let us know what needs to be done to have this stop happening?

Also we have not heard back about the other international shipping calculation issue on this thread...order #38378 buyer #53909
australia order .jpg
australia order .jpg (39.96 KiB) Viewed 1104 times
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Kathlein
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Re: International Order charged no shipping fee

Post by Kathlein »

Please visit this link: https://c173.allprowebtools-s1.com/cons ... p?id=38378
You will see that this person entered their address as located in the United States as indicated by the "US" in the line "Oxnard, CA 93030 US"

Please visit this link: https://c173.allprowebtools-s1.com/cons ... p?id=23098
You will see that this person entered their address as located in the United States as indicated by the "US" in the line "Dawesville, Western Australia, WA 6211 US"

Your shipping options are configured to offer free shipping for all shipments to the United States.

This issue can be corrected by entering the correct ship to address before placing the order.
Lfrailey173
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Re: International Order charged no shipping fee

Post by Lfrailey173 »

Hi!

It's actually buyer #53909, #38378 is the order number we listed not the buyer id. If you look at the address for buyer #53909 the country is Australia
address is AU.jpg
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For buyer #23098 she did not change her shipping address. If you look at her profile history for the last 3 years it has always shown Australia with WA as the province code and she has been charged international shipping rates on all 5 of her previous orders. With this order her address the system changed her country to US...please advise
western australia.jpg
western australia.jpg (264.63 KiB) Viewed 1095 times
US AU.jpg
US AU.jpg (283.16 KiB) Viewed 1095 times
Also our shipping has never be configured to offer free shipping on ALL US orders....it was only recently updated to offer free shipping on order over $75...please confirm it is not actually set to offer FREE on all?

Is the All Pro customer input screen not coded to reject addresses that are obviously incorrect? Are you saying a customer could technically input any country for any address with given city and zip code/post code and the system will accept it?
Lfrailey173
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Re: International Order charged no shipping fee

Post by Lfrailey173 »

This issue happened two more times today. Can you please help do something to fix this? A significant number of international buyers have had their "province" deleted from their CRM profile which from what we can tell is causing the shipping to then default to US even though the CRM profile still shows the correct international country. Every single one that has this issue has a blank province in the "enter state" field.

From today:
Buyer 20270 order #55392 was charged US shipping rates. Should have been Canada so we've lost $48 as we are going to have to cover the shipping out of pocket
If you look at her previous order the shipping calculated correct at international Canada
If you look at her CRM address the province is blank, the words "enter state" appear
international shipping issue buyer 20720.jpg
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international shipping issue buyer 20720 profile .jpg
international shipping issue buyer 20720 profile .jpg (274.65 KiB) Viewed 688 times
international shipping issue buyer 20720 previous order .jpg
international shipping issue buyer 20720 previous order .jpg (295.96 KiB) Viewed 688 times

Buyer 30062 order #30062 order #55388 was charged US shipping rates. Should have been Australia so we've lost $56 as we are going to have to cover the shipping out of pocket.
If you look at her 5 previous orders the shipping rate calculated correct at international Australia
If you look at her CRM address the province is blank, the words "enter state" appear
international shipping issue buyer 30062 jpg.jpg
international shipping issue buyer 30062 jpg.jpg (286.37 KiB) Viewed 688 times
international shipping issue buyer 30062 profile .jpg
international shipping issue buyer 30062 profile .jpg (272.98 KiB) Viewed 688 times

1. Could you please resolve this so we don't have to be paying out of our pocket to cover the additional shipping.
2. Could you please email to [email protected] a csv file of all of our international customers so we can understand the scope of the issue we are facing with exactly how many customers could place an order and get charge $0 for international shipping.

Attached are screenshots
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Dave
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Re: International Order charged no shipping fee

Post by Dave »

Investigation of this issue showed evidence of some customers changing their country before the order was placed to access a lower shipping fee - then changing the country back after the order was placed so that the package would be delivered to the correct location.

There may have also been data entry errors where the wrong country was selected by mistake.

In either case, a patch has been added that verifies that the state selected matches one of the 50 United States. If this does not match, the customer will be asked to correct their address before completing their order.

We hope this will mitigate the majority of abuse, though it will still be possible to enter a US address upon ordering and then after the order is placed, to change the address back. In this case, AllProWebTools has always maintained the original address at time of order as shown on the actual invoice. The customer has no ability to change the address as it appears on the invoice once the order has been placed. (We believe this is what happened on order# 55392 where 'US' is shown on the invoice and the actual CRM record 20720 shows 'Canada') So if this customer behavior continues - it will be much more evident in the future as you will see the country as 'US' along with a US state on the invoice.

Instead of shipping an order with incorrect postage, we recommend contacting the customer to inform them of the incorrect shipping address and asking them to provide the correct address and then charging for the additional shipping cost. Refusal to ship to inaccurate addresses will deter this behavior in the future. It can also provide an opportunity to ask the customer if there was something confusing in the ordering process that caused the address to be entered incorrectly. This information will assist in improving the customer experience.

Tech ref note: secure-add-shipping-sup.sup:46
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Dave
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Re: International Order charged no shipping fee

Post by Dave »

After implementing this new patch to prevent orders marked as 'US' country without a valid US state, it was discovered that 4 customers today ignored the warning and were still allowed to enter their credit card and complete the order - with no shipping at all. This is the screen they were presented with:
payment-options still allowed-obfuscated.png
payment-options still allowed-obfuscated.png (99.81 KiB) Viewed 669 times
We have changed how this works so that there is no option to enter payment and complete the order until after the shipping address is corrected.
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