PayPal Claims WooCommerce is Adding Shipping Charges to Virtual Product

  • Resolved Curtis

    (@curtismagic)


    5 years, 10 months ago

    I’m selling tickets to a fundraising event through my WooCommerce store on a website I’m managing. The tickets are a virtual/downloadable product on the store, and are not adding shipping charges. Yet when purchasers go to the PayPal store to check out and complete their orders, PayPal is adding $4.25 in “shipping” to their order. I was on the phone with PayPal earlier and they said it was not anything they were adding but that the plug-in is requesting it be added. I’ve searched over everything I’ve done and it is NOT being added onto the product order in the store. Somehow the plug-in is communicating that it needs to be added. Now I have a dozen or so orders that I need to refund shipping on, and needing to sell another 175 or more tickets.

    Looking for ways to fix this or anything I may be doing incorrectly.

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • Phil

    (@fullysupportedphil)

    Automattic Happiness Engineer

    Hey @curtismagic,

    WooCommerce won’t add any shipping charges to orders being sent to your gateway that aren’t on the order itself. If you are finding this is happening there are a couple things I would recommend checking.

    First, make sure to check your PayPal account to ensure you have not set up tax and shipping rules in your PayPal account. If you have, PayPal will apply those to your orders.

    Next, make sure you are using the default PayPal method. If you are using a PayPal plugin made by a third-party developer, please disable that and use the PayPal option built into WooCommerce.

    Lastly, you can try doing a conflict test to see if any third-party code is manipulating the information that is being sent to PayPal. We have a guide on how to test for conflicts here:
    https://docs.woocommerce.com/document/woocommerce-self-service-guide/#section-4

    Plugin Support con

    (@conschneider)

    Engineer

    Hi there,

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

    Thread Starter Curtis

    (@curtismagic)

    As it turned out, the PayPal people didn’t know what they were talking about. There was a default setting (not added by me) that automatically was adding $4.25 shipping to every order. I had to remove it manually.

    If PayPal had someone who knew what they were talking about answering the tech support calls, it would have saved me a few hours of messing around with this. Some people don’t seem to realize how expensive misinformation can be!

    @curtismagic Would you mind saying where the default setting was in your papyal account? My instant downloads are loading in correctly in the cart on my site, but when the payment gets handed over to PayPal, an $8 shipping fee is being applied.

    Thank you!

    Figured it out. Thanks, @curtismagic . If it weren’t for your note, I’d have spent forever figuring this out. This was a new problem for me since recently updating my WooCommerce site, but the correction was in the need to update an old setting in my PayPal account.

    Thanks, again.

Viewing 5 replies - 1 through 5 (of 5 total)
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