Unable to select and purchase shipping label for international order

Hi @brandonyoundt,

Thank you for reaching out.

I understand you’re experiencing issues with the WooCommerce Shipping plugin, especially the loss of your preset packages. I understand how frustrating this can be.

As a first step, please ensure that even WooCommerce is running on the latest version as in most cases, this happens if one of the related plugins is not running on the latest version. If everything is up-to-date, and you’re still unable to select the shipping option, it might be a more complex issue.

In that case, please provide us with more details, such as error messages you’re seeing or screenshots/videos of the issue. This will help us understand the issue even further.

Thank you for your response. Confirmed WooCommerce is up to date. Here is a screenshot, with all fields filled, but ‘get shipping rates’ is grayed out. I fulfilled some domestic orders, and this was not an issue with them, but the international order is giving me this issue.

Sorry, the screenshot is not pasting into the text box. I can send email it.

Hi @brandonyoundt,

?I fulfilled some domestic orders, and this was not an issue with them, but the international order is giving me this issue.

So the issue is only happening with international orders?

Was this working before the update? Are you able to confirm any changes you recently made to your store? This can be either updating any other plugins or switching themes.

Sorry, the screenshot is not pasting into the text box. I can send email it.

For screenshots, please use a software like https://snipboard.io/ and paste the direct links here.

Thank you.

Yes, only international orders, and only started happening after the update.

No other plugins were manually updated, and themes remained the same. No manual changes to website other than the shipping plugin update.

Screenshot showing greyed out ‘get shipping rates’ button: snipboard.io/RBqMIp.jpg

Hi @brandonyoundt, sorry to hear you are having issues. We are busy investigating and would just like to ask some clarifying questions.

1. Regarding the missing packages, they should have migrated over, can you confirm whether the migration was perhaps still running when you checked the packages? IE was there a notice at the top of the page indicating the migration is still running?
2. To test a theory of the Get Rates button being disabled, can you please confirm if this is still happening, and if so do a check by placing your cursor in the Total Shipment Weight field and then tabbing and see if this enables the button?

Thanks again for the response. Yes, the issue is still occurring. Tabbing from the Total Shipment Weight field did not activate the botton.

@brandonyoundt Thanks again for your patience and assistance in getting this resolved. I can confirm we have found a bug with the Get Shipping Rates button being disabled for international shipments, specifically to EU countries.

We are busy working on a fix and will get it released ASAP. We do apologise for the inconvenience this has caused.

Happy to report that we have just released version 1.1.1 which fixes the issue.

Please update and let us know if you are now able to purchase international labels.

I’m having a similar issue and the update released this morning did not fix it.

I’m trying to ship from the USA to Puerto Rico. After all the information is filled out and I click the get shipping rates button, the error below appears.

packages[0][items][0][weight] is not of type number..

https://snipboard.io/7wPRe0.jpg

This was happening before the update and still occurs after updating.

Hey, @tanikthegreat!

Per WordPress forum guidelines, would you mind opening up a new thread for this so that we can keep things organized and offer more personalized support for you? We’ll be happy to help you out with this over there!

Have a wonderful day!

Hi @kloon thanks for working on this — unfortunately, the problem persists after having updated the plugin.

Hi @brandonyoundt,

Thank you for helping us look into the issue you are experiencing. Can you please verify that the “Customs” area is not missing any required fields please (no red borders). https://snipboard.io/x2OpzX.jpg

Please do not screenshot your AES/ITN or any private information here.

Exact same issue. A customer in Sweden is awaiting his order but the “get shipping rates” button is greyed out. The customs area is not missing any required fields.

My packages were also not saved and there’s no way to edit them. When creating a custom package, there’s no place to enter weight, so they all show 0 oz.

I can’t express how disappointed I am in this forced transition. It requires twice as many clicks as before, when it works.

Hello ctheory11,

Thank you for contacting Woo support.

Happy to report that we have just released version 1.1.1 which fixes the issue.
Please update and let us know if you are now able to purchase international labels.

A fix was released in the version 1.1.1.
Could you tell me which version are you using now?

If you are using version 1.1.1 and still facing an issue, I suggest you create a new topic.
This way we can assist you separately.

Looking forward to your response. ??

Best regards.