Skip navigation
nagy.k
nagy.k Calculating status...
Currently Being Moderated

Why is my client's customers not being charged shipping at random?

Jun 1, 2012 2:29 PM

Tags: #shipping

For over a year our client Opt Health (click for the site) has, every so often, a customer that is not charged for shipping. We've been trying to get Business Catalyst to help us out for just as long, to no avail. They've stopped responding to tickets. Every time a customer is not charged shipping I add a screen shot of the invoice to the ticket, but for the last six posts I have not received a response in over a month.

 

We thought it may have been a Javascript issue, where the customer could have javascript disabled on their end and have just been getting through to the shopping cart. When we disabled javascript on our end, however, and tried to replicate their purchase, we were not even able to click to go to the next page.

 

The clients been asking these customers what browsers they're using, and only two have responded. Apparently one is using Safari and the other is using the latest version of Internet Explorer.

 

Does anyone have any solutions or is anyone experiencing the same thing? We're not getting any help from BC and this has been going on for so long, we're going to lose our client over this.

524 Views   7 Replies   Latest reply: Liam Dilley, Jul 22, 2012 7:43 PM
 
Replies
  • Sidney Mitchell
    Currently Being Moderated
    1. Sidney Mitchell,
    Jun 1, 2012 3:35 PM   in reply to nagy.k
    Report

    Hi,

     

    Please check to see if you have shipping validation enabled via checkout layout.  What happens is at times customer may have JS disabled locally bypassing shipping.

     

    More details...

     

    http://kb.worldsecuresystems.com/837/cpsid_83717.html

     

    If still no luck please provide the case number and we'll get this looked into further.

     

    Kind regards,

    -Sidney

     
    |
    Mark as:
  • nagy.k
    Currently Being Moderated
    2. nagy.k,
    Jun 4, 2012 7:38 AM   in reply to Sidney Mitchell
    Report

    Hi Sidney, thanks for the response.

     

    I do have shipping validation enabled. This was also first suggested to me when I first made the ticket addressing the problem. Unfortunately, it doesn't seem to be working.

     

    The case number is OBNW3362501

     

    Thanks,

    Kitty

     
    |
    Mark as:
  • Sidney Mitchell
    Currently Being Moderated
    3. Sidney Mitchell,
    Jun 4, 2012 10:25 AM   in reply to nagy.k
    Report

    Thanks Kitty,

     

    I'll have someone review both this and the ticket and respond back shortly. 

     

    Kind regards,

    -Sidney

     
    |
    Mark as:
  • KT at MediaTrik
    Currently Being Moderated
    4. KT at MediaTrik,
    Jul 22, 2012 3:03 PM   in reply to Sidney Mitchell
    Report

    I had a similar issue last week on one of our client's shopping carts.  I have the "shipping required" option also set to true, and just like Kitty says, although I understand that a customer might be able to somehow "turn-off" javascript to get around that--I cannot seem to replicate it. 

    It happened on IE 7.3 and I did not get the impression that the customer was even aware of javascript--the shipping just wasn't required.

     

    Any help would be appreciated.

    Katie

     
    |
    Mark as:
  • Liam Dilley
    4,008 posts
    Feb 28, 2012
    Currently Being Moderated
    5. Liam Dilley,
    Jul 22, 2012 4:28 PM   in reply to Sidney Mitchell
    Report

    Sidney, already reported and got ticket on for some time over this. Can turn off javascript at a point, turn it on again and get through, can happen on a glitch, say if you go through before the page finishes loading or if your doing it on purpose to bypass.

    Still a'waiting as always

     
    |
    Mark as:
  • kenneth_rapp
    Currently Being Moderated
    6. kenneth_rapp,
    Jul 22, 2012 7:34 PM   in reply to Liam Dilley
    Report

    Hey, server-side code, client-side code, it's all 'code', right?

     

    I wonder what else in Business Catalyst depends on blindly trusting the browser...

    LiamDilley wrote:

     

    Sidney, already reported and got ticket on for some time over this. Can turn off javascript at a point, turn it on again and get through, can happen on a glitch, say if you go through before the page finishes loading or if your doing it on purpose to bypass.

    Still a'waiting as always

     
    |
    Mark as:
  • Liam Dilley
    4,008 posts
    Feb 28, 2012
    Currently Being Moderated
    7. Liam Dilley,
    Jul 22, 2012 7:43 PM   in reply to kenneth_rapp
    Report

    A lot of the system is still the old development team code. A lot of things, instead of server side was done with javascript as it was easier/quicker to implement.

     
    |
    Mark as:
Actions

More Like This

  • Retrieving data ...

Bookmarked By (0)

Answers + Points = Status

  • 10 points awarded for Correct Answers
  • 5 points awarded for Helpful Answers
  • 10,000+ points
  • 1,001-10,000 points
  • 501-1,000 points
  • 5-500 points