Shipping not being charged nor shipping method displayed

[Kristine1]

I have started having problems with our shipping method not being displayed and also  Paypal sometimes will not charge any shipping, despite having everything set up correctly. I have not changed anything in my shipping calculations or methods and it just out of the blue started saying in the shipping details that "You haven’t added any shipping details." This is despite my having everything set up correctly for shipping. Then the next order it will correctly state 'Standard Shipping.'

There is no rhyme or reason to it and now I just had an international order come thru where Paypal did not charge a cent for shipping! This is costing us money as it's not the customers fault they weren't charged. Is anyone else experiencing these issues?? It apparently is a glitch in the Paypal system that needs to be fixed. I have even gone in and resaved my shipping calculations and settings but it still goes back and forth on what it displays in the shipping details and if it charges the correct amounts or not. Help!

[Vinegarnut]

How do I get the one-time pass code?

[Clint39]

I'm having the same problem as the OP, but I only use Paypal's shopping cart buttons/code.  I had some orders come through over the weekend that didn't get charged any shipping.  One came through with shipping charged.  I called and they said it is a known issue, there's a ticket open on it, and they added me to the ticket.  They don't currently have any plan in place to help sellers recoup shipping costs, but I suspect they'll work something out eventually.  They have seemingly changed something in their system that allows a customer to bypass shipping charges based on something they do during checkout.  In other words, they fixed what wasn't broken, and ended up breaking it for real.

[FicWeb]

This same thing started happening with my account yesterday as well. None of my options have changed after several years of running smoothly but now shipping is not being charged.Not happy.

[CherylO]

Yesterday I was putting about 5 orders together to ship, and I noticed that one did not include a shipping fee. I recreated the order (which is through my website), using the customer's zip code, and I did get the shipping charge. I then called PayPal.

First call - woman tells me that she does not see the shipping fee when she recreates the order. In fact, as I'm on hold, I try to recreate the situation in different browsers and find that certain browsers have a different, new look and shipping is not there! Eventually, the lady comes back on the phone and tells me that they're phasing out shipping by weight. This explanation does not sit well with me since: A) They still include this in ALL of their shipping information on the PayPal information pages, and B) There MUST still be shipping fees even if it's not figured out by weight - so where is this fee being added?

Second call - right off the bat I ask if they're phasing out shipping by weight and am told "NOT that I know of"...  I then explain the situation and am put on hold for a long time. The rep comes back and tells me that PayPal is in the process of changing the checkout to a new look and it does seem they forgot the shipping aspects!!! Can you believe this?? I ask - what should I do in the interum and am told to either wait (since this is a very improtant matter and will probably be handled ASAP), or change my website to include the shipping charges in the items - which would be terrible for those that DO get the shipping fee (so I don't want to do that).

Honestly, I can't believe this.

[beetleblaster]

The last few days I received a couple of international orders and in both cases PayPal didn't apply the shipping fee.

I tested it myself using the customers' addresses, and experienced the same thing.

I called customer support on Friday and the rep confirmed that my settings are correct (I hadn't changed them), and said they would look into it. Based on the one posting above, I couldn't imagine that PayPal would phase out shipping based on weight. This is such an essential feature and simple for them to keep, especially since they already have it in there. This allows me to charge just enough in each case to cover my shipping costs. Without weights, I would have to charge high flat fees, which would lose me a lot of business. If they don't fix this, I will be forced to look for other shopping cart options.

It it really stunning that PayPal didn't test for this simple thing before rolling out the new shopping cart! Come on PAYPAL -- this is costing us lots of money and needs to be fixed pronto.

[ARAX]

I have exactly same problem like previous poster.
Please do something to fix it!

[Vinegarnut]

Calculate shipping by weight is the only way I can fairly charge shipping. My products are heavy and the heaviest items are the cheapest ones.  If I tried to charge by item I would run off all my customers.  A flat rate just will not work.

I haven't tried to call PayPal but will do that today.

[Vinegarnut]

The customer support rep checked out my PayPal buttons and shipping chart and confirmed that everything is correct.  As others have previously stated, they are upgrading their cart program and apparently working out the bugs.  I was told  shipping charges were not added because of a zip code issue.  My shipping charges are basically a flat rate calculated on total weight of the order - not zip code.  I said does this mean the weight method will no longer work and was told that it would work. A repair ticket was sent to the engineering deptartment and the issue will be corrected within 48-72 hours..  

[CherylO]

I was told that it would be resolved in a day or two last Thursday, and still it's happening.

[beetleblaster]

I have the same situation: my heaviest items are my cheapest, by far. Calculating shipping by item weight is critical. In fact, they really need to add additional weight-shipping cost brackets. I think there are only five of them.

I have to group all heavier shipments into one shipping price bracket, which means that some people end up paying double what they need to (and are therefore less likely to make the purchase). If I lower the shipping fee to match the weight of their package, then I would make a loss on heavier packages. More granularity is needed.

Let's hope PayPal fixes this quickly, and next time do more testing on such critical features before introducing them.