Shipping costs sometimes included and sometimes not

Hello @sachafornspsurfboards,

Thank you for reaching out! :?)

Could you please attach screenshots of the following pages to help us get a better understanding of the issue?

• WooCommerce → Settings → Shipping → Shipping Zone
• WooCommerce → Settings → Shipping → Shipping Zone → Select a certain region
• WooCommerce → Settings → Shipping → Shipping Zone → Region → Flat rate settings.
• The shipping settings page of this product.

If you don’t already have a screenshot service installed, here are a few free options: 

• https://snipboard.io
• https://skitch.com/
• https://getcloudapp.com/

Also, kindly attach a copy of your site’s System Status report. You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support” (after you scroll down a bit)”. Once done, please paste it here in your reply or via a text-sharing service like https://gist.github.com/.

Look forward to hearing back from you.

Thanks for looking into this @babylon1999 – I am looking forward to what you can find!

• WooCommerce → Settings → Shipping → Shipping Zone
• WooCommerce → Settings → Shipping → Shipping Zone → Select a certain region
• WooCommerce → Settings → Shipping → Shipping Zone → Region → Flat rate settings.
• The shipping settings page of Raven PU A and B
  
  System report is as follows:
  
  
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• Site address (URL): https://surfsupwarehouse.co.nz
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• ssw/woocommerce/myaccount/my-downloads.php
• ssw/woocommerce/myaccount/my-orders.php
• ssw/woocommerce/myaccount/navigation.php
• ssw/woocommerce/myaccount/orders.php version 3.2.0 is out of date. The core version is 7.8.0
• ssw/woocommerce/myaccount/payment-methods.php version 2.6.0 is out of date. The core version is 7.8.0
• ssw/woocommerce/myaccount/view-order.php
• ssw/woocommerce/order/form-tracking.php version 3.4.0 is out of date. The core version is 7.0.1
• ssw/woocommerce/order/order-again.php version 2.3.0 is out of date. The core version is 7.8.0
• ssw/woocommerce/order/order-details-customer.php version 3.3.0 is out of date. The core version is 5.6.0
• ssw/woocommerce/order/order-details-item.php version 3.0.0 is out of date. The core version is 5.2.0
• ssw/woocommerce/order/order-details.php version 3.3.0 is out of date. The core version is 7.8.0
• ssw/woocommerce/order/order-downloads.php
• ssw/woocommerce/order/tracking.php
• ssw/woocommerce/product-searchform.php version 3.3.0 is out of date. The core version is 7.0.1
• ssw/woocommerce/single-product/add-to-cart/external.php version 3.4.0 is out of date. The core version is 7.0.1
• ssw/woocommerce/single-product/add-to-cart/grouped.php version 3.4.0 is out of date. The core version is 7.0.1
• ssw/woocommerce/single-product/add-to-cart/simple.php version 3.4.0 is out of date. The core version is 7.0.1
• ssw/woocommerce/single-product/add-to-cart/variable.php version 3.4.1 is out of date. The core version is 6.1.0
• ssw/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php version 3.4.0 is out of date. The core version is 7.0.1
• ssw/woocommerce/single-product/add-to-cart/variation.php
• ssw/woocommerce/single-product/meta.php
• ssw/woocommerce/single-product/photoswipe.php
• ssw/woocommerce/single-product/price.php
• ssw/woocommerce/single-product/product-attributes.php version 3.1.0 is out of date. The core version is 3.6.0
• ssw/woocommerce/single-product/product-image.php version 3.3.2 is out of date. The core version is 7.8.0
• ssw/woocommerce/single-product/product-thumbnails.php version 3.3.2 is out of date. The core version is 3.5.1
• ssw/woocommerce/single-product/rating.php version 3.1.0 is out of date. The core version is 3.6.0
• ssw/woocommerce/single-product/related.php version – is out of date. The core version is 3.9.0
• ssw/woocommerce/single-product/review-meta.php
• ssw/woocommerce/single-product/review-rating.php version 3.1.0 is out of date. The core version is 3.6.0
• ssw/woocommerce/single-product/review.php
• ssw/woocommerce/single-product/sale-flash.php
• ssw/woocommerce/single-product/share.php version 1.6.4 is out of date. The core version is 3.5.0
• ssw/woocommerce/single-product/short-description.php
• ssw/woocommerce/single-product/stock.php
• ssw/woocommerce/single-product/tabs/additional-information.php
• ssw/woocommerce/single-product/tabs/description.php version – is out of date. The core version is 2.0.0
• ssw/woocommerce/single-product/tabs/tabs.php version 2.4.0 is out of date. The core version is 3.8.0
• ssw/woocommerce/single-product/title.php
• ssw/woocommerce/single-product/up-sells.php version – is out of date. The core version is 3.0.0
• ssw/woocommerce/single-product-reviews.php version 3.2.0 is out of date. The core version is 4.3.0
• ssw/woocommerce/single-product.php version – is out of date. The core version is 1.6.4
• ssw/woocommerce/content-product_cat.php version 2.6.1 is out of date. The core version is 4.7.0
• ssw/woocommerce/taxonomy-product_cat.php version 1.6.4 is out of date. The core version is 4.7.0
• ssw/woocommerce/taxonomy-product_tag.php version 1.6.4 is out of date. The core version is 4.7.0
• Outdated Templates: ?
• Learn how to update
• Product Bundles
• Database Version: 6.22.4
• Loopback Test: ?
• Template Overrides: – Admin
• Enabled Features: activity-panels
• analytics
• product-block-editor
• coupons
• core-profiler
• customer-effort-score-tracks
• import-products-task
• experimental-fashion-sample-products
• shipping-smart-defaults
• shipping-setting-tour
• homescreen
• marketing
• mobile-app-banner
• navigation
• onboarding
• onboarding-tasks
• product-variation-management
• remote-inbox-notifications
• remote-free-extensions
• payment-gateway-suggestions
• shipping-label-banner
• subscriptions
• store-alerts
• transient-notices
• woo-mobile-welcome
• wc-pay-promotion
• wc-pay-welcome-page
• Disabled Features: customize-store
• minified-js
• new-product-management-experience
• product-virtual-downloadable
• product-external-affiliate
• settings
• async-product-editor-category-field
• Daily Cron: ? Next scheduled: 2023-11-28 02:59:39 +13:00
• Options: ?
• Notes: 32
• Onboarding: completed Action Scheduler
• Canceled: 7
• Oldest: 2023-11-21 14:28:21 +1300
• Newest: 2023-11-27 13:00:18 +1300
• Complete: 1,850
• Oldest: 2023-10-27 19:37:08 +1300
• Newest: 2023-11-27 18:24:48 +1300
• Failed: 44
• Oldest: 2020-02-17 22:53:33 +1300
• Newest: 2023-11-22 01:22:03 +1300
• Pending: 2
• Oldest: 2023-11-27 20:06:53 +1300
• Newest: 2023-11-27 23:52:16 +1300 Status report information
• Generated at: 2023-11-27 18:25:59 +13:00

Hi @sachafornspsurfboards

Thanks for providing the requested information above.

You’ve mentioned that you were not able to reproduce the issue on your site.

Can you please try to replicate the exact same order starting from the customer details, products, up to the shipping location and see if you are able to reproduce the issue here?

Meanwhile, please also provide us with a clear screenshot of the whole order details including the order notes of these orders so that we could check this further.

If you don’t already have a screenshot service installed, you can try https://snipboard.io. You can share the direct link to the image as a response to this topic.

Once we have more information, we’ll be able to assist you further.

Hi there @xue28

1) The issue manifested itself again.

2) I was able to reproduce the issue from my browser (Chrome), and when I cleaned up cache & cookies, it no longer happened. I’ve tested other (clean) browsers and again, not able to reproduce the issue.

3) I won’t reproduce the order like you asked, since I’ve cleaned my cache already, but I do have the order notes for both the orders you requested.

4) I did make a random order before I wiped my cache, and the shipping rate displayed as “flat rate” without a NZD amount. Screenshot here, and here.

Given that I’ve isolated the issue to cache/cookies (assuming I did), how can I avoid the issue in the future? What do I need to do so users do not encounter the issue any more please?

All the best,



Sacha

Hi @sachafornspsurfboards

I’m glad you were able to find the culprit of your issue here which is cache-related, though I would like to dig deeper if there are any factors behind it.

ssw/woocommerce/cart/cart-shipping.php version 3.2.0 is out of date. The core version is 7.3.0

ssw/woocommerce/cart/shipping-calculator.php version 3.4.0 is out of date. The core version is 7.0.1

ssw/woocommerce/checkout/form-shipping.php version 3.0.9 is out of date. The core version is 3.6.0

Checking your SSR, I can see that you have outdated templates on your site. Please update outdated templates on your site by following our guide here: Fixing Outdated WooCommerce Templates

Furthermore, please share with us the fatal error logs (if any) under WooCommerce > Status > Logs.

You could copy and paste your reply here or paste it via https://gist.github.com/ and send the link here.

Once we have more information, we’ll be able to assist you further.

Hello @xue28

It has happened again on the 15th, no shipping was added to the order, the customer was notified and declined the new price, preferring to cancel the order instead.

Updating my outdated templates involves updating…

ssw/woocommerce/archive-product.php?version?–?is out of date. The core version is 3.4.0,
ssw/woocommerce/cart/cart-empty.php?version?3.1.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/cart/cart-item-data.php,
ssw/woocommerce/cart/cart-shipping.php?version?3.2.0?is out of date. The core version is 7.3.0,
ssw/woocommerce/cart/cart-totals.php,
ssw/woocommerce/cart/cart.php?version?3.4.0?is out of date. The core version is 7.9.0,
ssw/woocommerce/cart/cross-sells.php?version?3.0.0?is out of date. The core version is 4.4.0,
ssw/woocommerce/cart/mini-cart.php?version?3.3.0?is out of date. The core version is 7.9.0,
ssw/woocommerce/cart/proceed-to-checkout-button.php?version?2.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/cart/shipping-calculator.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/checkout/cart-errors.php?version?2.4.0?is out of date. The core version is 3.5.0,
ssw/woocommerce/checkout/form-billing.php?version?3.0.9?is out of date. The core version is 3.6.0,
ssw/woocommerce/checkout/form-checkout.php?version?2.3.0?is out of date. The core version is 3.5.0,
ssw/woocommerce/checkout/form-coupon.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/checkout/form-login.php?version?3.4.0?is out of date. The core version is 3.8.0,
ssw/woocommerce/checkout/form-pay.php?version?3.4.0?is out of date. The core version is 8.2.0,
ssw/woocommerce/checkout/form-shipping.php?version?3.0.9?is out of date. The core version is 3.6.0,
ssw/woocommerce/checkout/order-receipt.php,
ssw/woocommerce/checkout/payment-method.php?version?2.3.0?is out of date. The core version is 3.5.0,
ssw/woocommerce/checkout/payment.php?version?3.4.0?is out of date. The core version is 8.1.0,
ssw/woocommerce/checkout/review-order.php?version?3.3.0?is out of date. The core version is 5.2.0,
ssw/woocommerce/checkout/terms.php,
ssw/woocommerce/checkout/thankyou.php?version?3.2.0?is out of date. The core version is 8.1.0,
ssw/woocommerce/content-product.php?version?3.4.0?is out of date. The core version is 3.6.0,
ssw/woocommerce/content-single-product.php?version?3.4.0?is out of date. The core version is 3.6.0,
ssw/woocommerce/content-widget-product.php?version?3.3.0?is out of date. The core version is 3.5.5,
ssw/woocommerce/content-widget-reviews.php,
ssw/woocommerce/global/breadcrumb.php,
ssw/woocommerce/global/form-login.php?version?3.3.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/global/quantity-input.php?version?3.4.0?is out of date. The core version is 7.8.0,
ssw/woocommerce/global/sidebar.php,
ssw/woocommerce/global/wrapper-end.php,
ssw/woocommerce/global/wrapper-start.php,
ssw/woocommerce/loop/add-to-cart.php,
ssw/woocommerce/loop/loop-end.php,
ssw/woocommerce/loop/loop-start.php,
ssw/woocommerce/loop/no-products-found.php?version?2.0.0?is out of date. The core version is 7.8.0,
ssw/woocommerce/loop/orderby.php?version?3.3.0?is out of date. The core version is 3.6.0,
ssw/woocommerce/loop/pagination.php,
ssw/woocommerce/loop/price.php,
ssw/woocommerce/loop/rating.php?version?3.0.0?is out of date. The core version is 3.6.0,
ssw/woocommerce/loop/result-count.php?version?3.3.0?is out of date. The core version is 3.7.0,
ssw/woocommerce/loop/sale-flash.php,
ssw/woocommerce/myaccount/dashboard.php?version?2.6.0?is out of date. The core version is 4.4.0,
ssw/woocommerce/myaccount/downloads.php?version?3.2.0?is out of date. The core version is 7.8.0,
ssw/woocommerce/myaccount/form-add-payment-method.php?version?3.4.0?is out of date. The core version is 7.8.0,
ssw/woocommerce/myaccount/form-edit-account.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/myaccount/form-edit-address.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/myaccount/form-login.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/myaccount/form-lost-password.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/myaccount/form-reset-password.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/myaccount/lost-password-confirmation.php?version?2.6.0?is out of date. The core version is 3.9.0,
ssw/woocommerce/myaccount/my-account.php?version?2.6.0?is out of date. The core version is 3.5.0,
ssw/woocommerce/myaccount/my-address.php,
ssw/woocommerce/myaccount/my-downloads.php,
ssw/woocommerce/myaccount/my-orders.php,
ssw/woocommerce/myaccount/navigation.php,
ssw/woocommerce/myaccount/orders.php?version?3.2.0?is out of date. The core version is 7.8.0,
ssw/woocommerce/myaccount/payment-methods.php?version?2.6.0?is out of date. The core version is 7.8.0,
ssw/woocommerce/myaccount/view-order.php,
ssw/woocommerce/order/form-tracking.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/order/order-again.php?version?2.3.0?is out of date. The core version is 7.8.0,
ssw/woocommerce/order/order-details-customer.php?version?3.3.0?is out of date. The core version is 5.6.0,
ssw/woocommerce/order/order-details-item.php?version?3.0.0?is out of date. The core version is 5.2.0,
ssw/woocommerce/order/order-details.php?version?3.3.0?is out of date. The core version is 7.8.0,
ssw/woocommerce/order/order-downloads.php,
ssw/woocommerce/order/tracking.php,
ssw/woocommerce/product-searchform.php?version?3.3.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/single-product/add-to-cart/external.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/single-product/add-to-cart/grouped.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/single-product/add-to-cart/simple.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/single-product/add-to-cart/variable.php?version?3.4.1?is out of date. The core version is 6.1.0,
ssw/woocommerce/single-product/add-to-cart/variation-add-to-cart-button.php?version?3.4.0?is out of date. The core version is 7.0.1,
ssw/woocommerce/single-product/add-to-cart/variation.php,
ssw/woocommerce/single-product/meta.php,
ssw/woocommerce/single-product/photoswipe.php,
ssw/woocommerce/single-product/price.php,
ssw/woocommerce/single-product/product-attributes.php?version?3.1.0?is out of date. The core version is 3.6.0,
ssw/woocommerce/single-product/product-image.php?version?3.3.2?is out of date. The core version is 7.8.0,
ssw/woocommerce/single-product/product-thumbnails.php?version?3.3.2?is out of date. The core version is 3.5.1,
ssw/woocommerce/single-product/rating.php?version?3.1.0?is out of date. The core version is 3.6.0,
ssw/woocommerce/single-product/related.php?version?–?is out of date. The core version is 3.9.0,
ssw/woocommerce/single-product/review-meta.php,
ssw/woocommerce/single-product/review-rating.php?version?3.1.0?is out of date. The core version is 3.6.0,
ssw/woocommerce/single-product/review.php,
ssw/woocommerce/single-product/sale-flash.php,
ssw/woocommerce/single-product/share.php?version?1.6.4?is out of date. The core version is 3.5.0,
ssw/woocommerce/single-product/short-description.php,
ssw/woocommerce/single-product/stock.php,
ssw/woocommerce/single-product/tabs/additional-information.php,
ssw/woocommerce/single-product/tabs/description.php?version?–?is out of date. The core version is 2.0.0,
ssw/woocommerce/single-product/tabs/tabs.php?version?2.4.0?is out of date. The core version is 3.8.0,
ssw/woocommerce/single-product/title.php,
ssw/woocommerce/single-product/up-sells.php?version?–?is out of date. The core version is 3.0.0,
ssw/woocommerce/single-product-reviews.php?version?3.2.0?is out of date. The core version is 4.3.0,
ssw/woocommerce/single-product.php?version?–?is out of date. The core version is 1.6.4,
ssw/woocommerce/content-product_cat.php?version?2.6.1?is out of date. The core version is 4.7.0,
ssw/woocommerce/taxonomy-product_cat.php?version?1.6.4?is out of date. The core version is 4.7.0,
ssw/woocommerce/taxonomy-product_tag.php?version?1.6.4?is out of date. The core version is 4.7.0

… the following elements. I have never worked on this before and wonder whether the juice is worth the squeeze, if you know what I mean.

I checked fatal error logs, but they all originate from 2023, and relate to AfterPay only. The order on the 15th wasn’t in any of the logs, and neither were the other orders affected.

I am able to work on templates and theme files, but I am not a coder by any means. Do you think I should look into updating all those files, or is there a more straightforward fix?

Thank you for all your help so far – if you can recommend my next step, that would be great.



Sacha

Hi @sachafornspsurfboards,

Based on your issues and the number of outdated templates, the best course of action would be to update your WooCommerce templates. I understand you’re not a coder, but don’t worry; the process is not as daunting as it might seem.

Here’s a simplified way on updating your templates:

1. Backup your website: This is an essential step before making any changes to your site. You can use plugins like UpdraftPlus or VaultPress for this.
2. Update templates: To do this, first copy the updated template file from your updated theme. Then, replace the outdated file in your current active theme with this.
3. Test your site: After updating, make sure to test your site to ensure everything is working correctly and thoroughly.

If you’re uncomfortable with doing this yourself or using a custom made theme, you may consider seeking help from the following:

• A local web developer
• Codeable.io
• WooExperts

I wish I could help more, but hopefully, this gets you going in the right direction to get the job done.