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nagy.k
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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.

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

     
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  • nagy.k
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    2. nagy.k,
    Jun 4, 2012 7:38 AM   in reply to Sidney Mitchell
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    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

     
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  • Sidney Mitchell
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    3. Sidney Mitchell,
    Jun 4, 2012 10:25 AM   in reply to nagy.k
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    Thanks Kitty,

     

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

     

    Kind regards,

    -Sidney

     
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  • KT at MediaTrik
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    4. KT at MediaTrik,
    Jul 22, 2012 3:03 PM   in reply to Sidney Mitchell
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    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

     
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  • Liam Dilley
    3,987 posts
    Feb 28, 2012
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    5. Liam Dilley,
    Jul 22, 2012 4:28 PM   in reply to Sidney Mitchell
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    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

     
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  • kenneth_rapp
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    6. kenneth_rapp,
    Jul 22, 2012 7:34 PM   in reply to Liam Dilley
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    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

     
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  • Liam Dilley
    3,987 posts
    Feb 28, 2012
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    7. Liam Dilley,
    Jul 22, 2012 7:43 PM   in reply to kenneth_rapp
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    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.

     
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