Square: Didn't charge customer for shipping

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    eliteenterprises
    Asked on January 05, 2022 at 06:28 PM

    Since your response, we've been having even further problems. We tried changing the from, as suggested and lost sales for a few days due to the form just not working. We went back to requiring the customer to press the shipping button because we felt losing $5 now and then was better than not getting any orders. So you know the form usually works, but it gave away free shipping 3 times on Nov 26, 2 times on Dec 6, 2 times on Dec 7, once each on Dec 9, Dec 14, Dec 15, Dec 18, Dec 26, Dec 29 and most recently on Jan 1. Very interesting, we got 2 orders on Dec 18 from the same household for the exact same items and one was charged $30 (correct amount) and the other was charged $25 (short the shipping).

    We have been using this same form for years with no problems and then suddenly on November 26, 2021, this problem started. Since November 26, we have had about 75 orders, of which about a fifth haven't been charged the required $5 shipping.

    I'm about ready to cancel our subscription. Please let me know how to get the required button to work 100% of the time.

    7:46pm...just got another order in without shipping being charged. How frustrating!


  • Profile Image
    Sam_G
    Answered on January 06, 2022 at 03:18 AM

    Hello Eliteenterprises,

    We're sorry for the inconvenience.

    I have cloned and tested your form and was not able to replicate the issue.

    May we ask for the submission ID of those who were not charged for Shipping?

    https://www.jotform.com/help/549-where-to-find-the-submission-id/

    We will wait for your response.