Paypal buttons on Sitebuilder not sending shipping info correctly to paypal

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  • Updated 8 months ago
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As of yesterday at 10am Pacific (1.18.2018) the paypal buttons on our sitebuilder site began sending a different instructions to paypal checkout in regard to shipping. The result is that customers check out and can't pick a shipping preference; therefore they are not charged shipping and do no receive info on their shipping preference.

We have corresponded with Paypal's customer service, they looked into it and responded with the info below. It appears default information from the paypal buttons (that we've used for 10 years with little to no problem) changed somehow and are sending paypal a default shipping charge of $0.00.  (see details below my signature)

Can you guys please help us figure out what we need to do. We are losing money and customers by the minute as they either abandon the cart confused or check out with free shipping on very large, heavy items.

Thank you.
Tom

From Paypal

“I have reviewed their website and captured the data being sent to PayPal for the Buy Now links they have on their site. I tested a few different items, including one that did have shipping done a few days ago, and they are including the variable shipping=0.00. This variable causes us to ignore the profile shipping as the cart is telling us to not charge shipping. I am not sure if the merchant's cart made a change on the 18th or if it was something on PayPal reading it differently, but this is expected behavior when shipping=0.00 is sent. The issue is on their cart side. Since they are telling us to charge $0.00 shipping, we do not display any shipping options.

In order for profile shipping to trigger, the following situation must be true:

1) Merchant has set up shipping profiles

2) Buyer address must match a shipping profile

3) Merchant must not send a shipping value.

4) Merchant must either not send no_shipping or have value set to 0 or 2.

Since merchant is sending a shipping value, it overrides the shipping profile within PayPal.”
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Thomas9351

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  • scared, anxious

Posted 8 months ago

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Drew N, Community Manager

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Which site and page has some buttons that are not working? I will check it out for you.
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Cheri5834

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http://www.niteowlsupplies.com/Vitamins.html    Clovite and Black Vitamins
http://www.niteowlsupplies.com/PillsandTablets.html   Alfalfa Meal

But it think the shipping isn't being added to ANY of my orders. Please fix this, as this just started happening just 1-18-18

I don't want to have to eat this expense.
So far I have had 3 orders that the shipping charges weren't added.
(Edited)
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Cheri5834

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It has been 5 days for me now ... Can I get an update ,Please??
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Drew N, Community Manager

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The code is going live. IT should be working shortly.
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Thomas9351

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Thanks Drew. It's happening on all of our pages for each button since yesterday. Here is an example page where we even tested it ourselves and it didn't charge shipping.  We are freaking out a bit.

http://www.luxurymetals.com/butterfly_backdraft_damper.html
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Drew N, Community Manager

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Thank you. This has been reported to the development staff.
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Thomas9351

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thank you. Any chance they work on the weekends?...hoping to resolve this as quick as we can.
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gottwool7915

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Can I control this "Merchant must not send a shipping value" and where would I check that the value is indeed set to 0 or 2...as in the reason for the problem stated in the reply above?????
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Thomas9351

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Any chance we have an update here? Business will pick up tomorrow and we are still having a higher abandoned cart rate and transactions with no shipping charges for the 4th day....thank you.
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gottwool7915

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No changes in my case.  I can't afford to pay for this mistake so I posted a notice to my customers that I would invoice separately for shipping and they would have to pay for that separately.  And, of course, I apologized for their inconvenience.  This problem is so maddening.  There is too much competition for customers out there for them to be inconvenienced in any way.  I am hoping that by Monday, they will have corrected this problem and business can get back to normal.  So upset over this!
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Drew N, Community Manager

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The developers continue to investigate this issue. I will post when I have more information.
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Thomas9351

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Any news Drew? We've had to bill about 50 customers for shipping since last Friday. Not a good look for an online business. We're sure you're treating it urgently but keep pressing on your developers if you can. Its hurting us pretty badly. thank you!!
Dave
www.luxurymetals.com
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gottwool7915

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This reply was created from a merged topic originally titled Shipping disaster.

This problem is costing me a great deal of money!! I spoke with Paypal and I have done what they instructed me to do. It still doesn't work. I'm furious. Can't Homestead do the fix for those of us that aren't techies??? I need help.
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Drew N, Community Manager

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Can you see if the shipping option is working now?
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Thomas9351

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Hi Drew - We tested it and it has the same issues. It doesn't allow a customer to choose a shipping option (thus pay a shipping fee) at checkout.  When you click a buy now button, it sends you the paypal checkout, see below.

Here is a picture that shows the checkout window and the area where there is no choice on shipping.  So it looks like we have the same issue as of 15 minutes ago.  2pm Pacific.
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Drew N, Community Manager

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Sorry, I misunderstood the developers. They were starting the code release. I understood they had finished it. We are looking at a little bit more time until fully live.
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Drew N, Community Manager

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The code is live now and I checked http://www.luxurymetals.com/butterfly_backdraft_damper.html and I was able to select a shipping method. It should be functioning now. We are sorry for the inconvenience and thank you for your patience
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Thomas9351

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Yes!! It's working.  We'll keep an eye on it.  Thank you very much for working on a fix.  Relay on thanks to the developers as well.
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Todd H, Social Media Specialist

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Glad to hear everything is looking okay again. Let us know if you see any issues in the future.

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