USPS failing and cancelling orders

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10 years 2 months ago #171319

-- url of the page with the problem -- : www.hotpicksusa.com/buy-now.html
-- HikaShop version -- : 2.3.2
-- Joomla version -- : 2.5.24
-- PHP version -- : 5.4.24
-- Browser(s) name and version -- : All
-- Error-message(debug-mod must be tuned on) -- : This is not a Joomla error. USPS is failing to retrieve rates for simple first class postage (the most common by far)

This is happening even if the user continues and chooses UPS as a shipping method. The order is not being sent to paypal for payment. We are losing EVERY SINGLE CUSTOMER who places an order with us now! Please respond ASAP! This wasn't happening a few days ago and our cart has been running with no problems for over a year now until this happened. Not being able to offer USPS, because of the significant cost difference from UPS in the US, is not acceptable.

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10 years 2 months ago #171321

Even worse, I went so far to completely disable USPS which left me only UPS and a manual USPS International shipping option.

Now, despite the message on the screen telling me I HAVE chosen UPS as the shipping option, HikaShop fails saying none is selected!

So at this point, HikaShop has completely failed working. I need support please!

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10 years 2 months ago #171323

Hi,

I just did a test on your website and I was forwarded to PayPal for the payment at the end of the checkout and didn't get any "no shipping method found" error.
I saw however the the shipping method was not selected automatically in the shipping method selection interface of the checkout.
This could indicate either that you had edited the file "shipping" of the view "checkout" via the menu Display>Views for a previous version of HikaShop (in that case just delete the customization on the listing of views), or that you have the "auto select shipping and payment methods" option turned off in the Checkout tab of the configuration of HikaShop.
If USPS and UPS shipping plugins were working yesterday on your website and that you didn't change anything, then I don't see why it wouldn't work today. Otherwise, I would recommend to check the settings of your shipping methods via the menu System>Shipping methods.

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10 years 2 months ago #171328

Nicolas,

I did both of what you suggested. The USPS issue still persists. I have attached a new screen shot. Despite what you are suggesting, we did NOT change anything on our end. We noticed this because people are making order, but not paying for them. I know only using PayPal they are required to do the extra step and pay via PayPal instead of on our site, but when repeated orders came in and no payment verification, we realized something was wrong.

As you saw in previous screen shot also, I *did* select UPS and PayPal. It says so on the screen. That was AFTER disabling USPS.

So I tried again, using my US address, I manually selected UPS and PayPal. In the second attached screen shot, you can see again, it is failing to even retrieve the UPS shipping quotes which I selected and basically, the order fails and never goes to PayPal. I'm assuming at this point, the reason you had success is because it was defaulting to your international address and by-passing USPS US and UPS?

Please let me know what is required for you to log in and examine this issue. Again, we have literally been ignoring the cart for about a year and just letting orders come in so none of this is due to any changes we have made. About all I do is update Joomla/HikaShop or plugins, none of which should have caused this... although we did just re-buy HikaShop business, and upgraded from free, but I don't see how this could have affected this???

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10 years 2 months ago #171332

Hi,

Ah, with the error message it's better ! :)
That error indicates that you didn't select the "first class mail type" in the options of the USPS plugin. That is a new setting which didn't exist previously so that explains why the USPS shipping methods were not displaying anymore after the update.
Go in the menu System>Shipping methods, edit your USPS shipping method, select the first class mail type you want and save the shipping method and you should not get that error anymore.

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10 years 2 months ago #171334

That has always been the only thing we have selected. Do you see anything else? I haven't changed anything.

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10 years 2 months ago #171869

The first class mail type option didn't exist before so it's not possible that you already had selected it.
If "parcel" is ok with you, just click on save and that should be enough.

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10 years 2 months ago #171872

Well, yes, it is possible. Like I mentioned, I haven't touched any setting in this for at least a year. Maybe the upgrade form free to business did it, but it's not anything I changed. And as such, the results of what have happened aren't changing either.

Please try with a US address and let me know that it is working for you still?

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10 years 2 months ago #171877

I still see the problem.
Did you save the shipping method ?
If not, please do so.
If yes, then please provide a backend access to your website via our contact form with a link to this thread so that we can check your settings.

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10 years 2 months ago #171884

Hello Nicolas,

I never modified the shipping method to save it. What you see is how it has been set all along. I will send the access information for you.

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10 years 2 months ago #171888

Hi,

The access you provided didn't allow me to access your backend.

Well, it's normal that you still have the problem with the USPS shipping method. As I said in my three previous messages, you need to first click on the save button of the USPS shipping method and THEN it will work. Please do that first. I don't think that I need a backend access just to click on a button for you.

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10 years 2 months ago #171901

Hello Nicolas. I had not enabled the user, but it is now.

And you were correct. I did have to click save for the USPS module to enable it properly. But that still makes no sense to me. Like I said, I haven't changed anything except doing an upgrade from free to business. I never went in and clicked on First class or chose Parcel, unless those are somehow defaults? I do know that we had an automated USPS plug in set up and working and I am pretty sure it was doing 1st Class mail. Like I said, I never changed anything, but I would like to know how saving the module, when no changes were made at any point, would suddenly cause it to start working? That makes no sense but I guess at this point I'll accept it as working and move on!

Thank you!

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10 years 2 months ago #171932

Hi,

By making an "upgrade" you also made an "update".
I will report an issue in the USPS plugin for this problem ; the plugin had new options but the plugin does not manage correctly the updates from old version where the configuration does not contains the values for these new elements.
So in your case, the option "First class mail type" as been added but there were no value in your configuration ; because the plugin did not set a default value to your empty setting for that option ; the result made something non working in USPS.

By saving the configuration, you had a full completed one, where all elements have a right value.

Hope it will help you to understand the source of the trouble.

Regards,

Jerome - Obsidev.com
HikaMarket & HikaSerial developer / HikaShop core dev team.

Also helping the HikaShop support team when having some time or couldn't sleep.
By the way, do not send me private message, use the "contact us" form instead.

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10 years 2 months ago #172136

Hello Jerome,

Thank you very much for that clarification! That is what I kind of figured out in the back of my mind... somehow upgrading from the free version to the business version happened at the same time the update was made to the USPS module. A strange coincidence, as I was very vigilant in updating the free version every time a new one came out and I'd assume the free version also got the USPS update? So that definitely explains why I needed to click the save button to save those settings, though it's also very odd those exact settings were the exact ones I needed to use, so that's where my confusion came in mostly.

Thank you again for the clarification and hoping everything now rolls smoothly!

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