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    Purchase Order: Shipping appears disabled but shipping charges is applied

    Asked by bdoodle on November 19, 2016 at 09:55 AM

    Hi,

      I have noticed many times that when you remove a coupon in a payment wizard, the shipping is disabled automatically and without notice.  I have to remember to turn it back on.  There have been times that I have forgotten and my form failed to charge shipping until I encountered the error later.  I do not believe that this problem is confined to any particular form, but always happens in the payment wizard.  I think it should be fixed unless you can give me a reason that this is appropriate. At least, there should be a warning message.

    Thanks. 

    coupon shipping disable missing deleting coupon
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    JotForm Support

    Answered by John_Benson on November 19, 2016 at 04:53 PM

    If I understand you correctly, you're saying that the "Enable Shipping" option will be disabled once you deleted a coupon in the Coupon tab.

    Unfortunately, I wasn't able to replicate the issue. I created a coupon and enabled the shipping in the Shipping tab. I deleted a coupon but the "Enable Shipping" option is still enabled. Here's a screen animation:

    If I have misunderstood your concern or you have any further question, please feel free to contact us anytime. 

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    Answered by bdoodle on November 20, 2016 at 02:34 AM

    I don't know why it didn't happen for you.  Did you have subproduct shipping info defined?

    Please try it on this form:

    https://www.jotform.com//?formID=52636063217957

    i.e. Just remove the coupon and then hit the Shipping tab.  The Shipping is disabled when I do it. (It happens on a cloned version of the form so I assume it's still happening on the form itself.)  After finding it disabled, and re-enabling it, all the previously entered shipping data may or may not still be intact.  I have encountered this problem many, many times when working with the payment wizard.  I never reported it before; I just fixed it.

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    JotForm Support

    Answered by Chriistian on November 20, 2016 at 10:09 AM

    Hi,

    I tried replicating in the said form and on a cloned form but I was not able to replicate as well. Please see below.

     

    If the issue still persists, please try clearing your browser cache. Let us know how it goes.

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    Answered by bdoodle on November 20, 2016 at 10:39 AM

    Please do EXACTLY this:

    Edit form: https://www.jotform.com/?formID=63243993341963

    Open the wizard on the Payment and Continue thru first screen

    Hit the Coupons tab

    Hit the cog icon on the existing coupon and then delete that coupon

    Hit the Shipping tab.  (It is disabled.)

    I can open a different browser and this happens every time.

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    JotForm Support

    Answered by BDAVID on November 20, 2016 at 02:05 PM

    Before proceeding with your steps, I noticed that the Shipping was already disabled. I created a coupon, and enabled the the shipping, upon deleting the coupon the shipping does not get disabled:

    Please try clearing your forms cache: https://www.jotform.com/help/229-How-to-Clear-Your-Form-Cache 

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    Answered by bdoodle on November 20, 2016 at 05:02 PM

    I cleared my forms cache and still get the problem.

    In my last post, I may have given you a link to a form I already put thru my test.  Sorry. Please try one more time. . .

    Please do exactly as I say.  Do NOT create a coupon. Just delete the one that's there. Steps follow-

    Open for edit: https://www.jotform.com//?formID=63243993341963

    Go to Preview and enter in a qty in sail order. Scroll down to totals and see that Shipping charges do appear. Return to form from Preview.

    Open the wizard on the Payment and Continue thru first screen

    Hit the Coupons tab

    Hit the cog icon on the existing coupon and then delete that coupon

    Hit the Shipping tab.  (It is disabled.)

     

    Please note that in the past, I have lost shipping values when I made other changes to the Payment as well.

    Thanks.

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    JotForm Support

    Answered by jonathan on November 20, 2016 at 07:13 PM

    I think the form cache being ON on your form https://www.jotformpro.com/form/63243993341963 was causing the issue. 

    Try to disable it and then test again. You an just toggle it to ON / OFF and test again.

    Let us know if this still did not resolve the issue.

    Thanks.

     

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    Answered by bdoodle on November 21, 2016 at 04:18 AM

    What if I want to keep Continue Form Later?  Should the value there really affect the enable/disable shipping value?   I know to check that my shipping values are intact whenever I change a Payment Wizard component, but I think this is a bug.  If you can explain why it makes sense to turn off shipping when you remove a coupon (without notification),  I'll accept it.  Otherwise, I recommend that you put this on your bug fix list.

    I began this thread not because I had an issue I couldn't resolve, but because I thought there was some dangerous code in your app that you might want to fix. It's up to you.  

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    JotForm Support

    Answered by owen on November 21, 2016 at 06:08 AM

    Hi,

     If you can explain why it makes sense to turn off shipping when you remove a coupon (without notification),  I'll accept it.

    It actually does not make any sense, you're completely right about this. However, I have followed your instructions step by step but somehow I could not replicate the issue. Maybe, this was an issue that our developers were aware of and it has recently been fixed. 

    In such cases, removing your current payment field (by keeping the products) and re-adding it should fix the issue. Please try this and let us know how the field reacts this time. 

    We will be waiting for your feedback. Thank you for reporting it. 

    Regards

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    Answered by bdoodle on November 21, 2016 at 09:44 AM
    Thank you for your very patient and reasonable reply. To repeat though, I don't need help fixing the issue. I just want any bug fixed. This disappearance/disabling of shipping info' has occurred when I was in development MANY times on MANY different forms (although my forms are all very similar). . . to the point where I always check shipping after making any changes to a Payment Wizard.
    I admit that if it's truly a bug, it's odd that others have not reported this. Perhaps they haven't reported it because it's easily fixed, or perhaps only I am experiencing it due to some environmental issue?! I do know that it has only happened when sub-products are involved.
    If I need to recreate the Payment in order to get rid of the problem, then there is a bug and you should see the problem too.
    I just went to my husband's computer and was able to replicate the problem as I described above. What does that tell us? We are both on Windows 10 and use Chrome. I tried it on Firefox and got the same result. I don't understand why this doesn't happen for you. Please try one last time on my Clone of Discount Mad Sails 420 Sail Order Form and send me the recording of your steps. Maybe I can spot some difference in our input. I promise to stop bugging you once I see a matching procedure on your computer not yield the problem.
    Thank you!.
    ...
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    JotForm Support

    Answered by Chriistian on November 21, 2016 at 10:20 AM

    I cloned your form Clone of Discount Mad Sails 420 Sail Order Form (http://www.jotformpro.com/form/63254030305947), however, I noticed that there are no coupon code set on the payment field in the form and the shipping is already disabled.

     

    I created a coupon and enabled the shipping on my cloned form to test the issue.

     

    But still I was not able to replicate the issue you are reporting. When I delete the coupon code the shipping setup is still enabled.

    Can you try to clone again your form and see if you can still encounter the issue on the newly created cloned form?

     

    We will wait for your response.
    Regards.

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    Answered by bdoodle on November 21, 2016 at 10:38 AM

    What gives?  See snippet of my screen below showing that that form does have a coupon.  I also verified that shipping is enabled in Preview mode.

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    JotForm Support

    Answered by BDAVID on November 21, 2016 at 10:58 AM

    Still unable to reproduce the problem. To my understanding, the shipping option goes off if you delete a coupon.

    Please do the following:

    1) Download a .gif recorder app such as LiceCap: http://www.cockos.com/licecap/ 

    2) Record the steps you are following, make sure to show the shipping and coupon settings before and after the edits you make.

    3) Upload the file on this thread:

     a) Load the link to this thread in your browser: https://www.jotform.com/answers/993779 

     b) Upload the .gif file by click on the image icon:

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    Answered by bdoodle on November 21, 2016 at 01:20 PM

    Here's my recording showing the problem...

    First I show what form I editing.

    Then I scroll down to show coupon offering 15% discount at bottom of Payment Wizard

    Then I hit Preview.  There, I enter a sail qty and scroll down to show that shipping IS calculated.

    Then having returned from Preview, I open the Payment Wizard. First, I just hit Continue....

    Then, I click on Coupons tab and delete existing coupon.

    Then I click on Shipping tab and show that Shipping is disabled.

    =========================

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    JotForm Support

    Answered by Mike_G on November 21, 2016 at 04:14 PM

    First, we appreciate you taking the time to create the screenshot for us to see the issue.

    I created a clone version of your form(http://www.jotformpro.com/form/63254705810957) in my account. However, I believe, you have already deleted the coupon code of the said form so I have created just a similar one (base on the information I see in your screenshot in your most recent reply in this thread) in the clone version.

    Then, I made the same process in your screenshot after saving the changes.

    I started the screenshot above showing the Coupon code exists and the Shipping enabled but, you will see that I still wasn't able to reproduce the issue you're having.

    Thinking this might be an isolated case and is only happening to your form and/or account, I tried to apply the same to the actual form(the clone one) in your account but still not able to reproduce it. 

    I have also tried to clone the original form(http://www.jotformpro.com/form/52636063217957), but I wasn't able to reproduce the issue still.

    One thing I've noticed is that when we clone the original form, the coupon code doesn't exist even though it shows on the original form when you load it. This is because it would be easy for others(form-respondents) to get the coupon code if it will be included upon cloning the form to another account. The coupon code is only included when the form is cloned to the same account. Having that said, maybe that's the reason why we cannot reproduce the issue in your form on a clone version created in our accounts.

     

    By the way, you've mentioned that this happened many times already in the  forms in your account. You've also mentioned that your forms are very similar. Do you just clone old forms in your account when you try to create a new one or you (sometimes) start from scratch? If, yes, can you try creating a new form in your account and add a Purchase Order payment field with the same content as your existing one - settings, purchase items, coupons, shipping details, and tax. Please try to do this to see if you will still get the same issue on a newly created one. This will also help us determine if the issue only happens to a specific form or only to your account specifically.

    Again, we would like to apologize for any inconvenience this is causing you and we would like to let you know that we appreciate you helping us solve the issue. We will wait for your response.

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    JotForm Support

    Answered by Mike_G on November 21, 2016 at 04:22 PM

    I forgot to mention, may ask permission to create a clone version of the original form (http://www.jotformpro.com/form/52636063217957) on your account, please?

    Thank you.

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    Answered by bdoodle on November 21, 2016 at 04:39 PM

    Of course you have my permission to create a clone of the original form on my account.  Didn't I delete that form though?

    I'll set up a new form with similar content and test that when I get a chance over next 24 hrs.

    I sometimes cloned forms and sometimes started from scratch.  I often used the Field Manager to copy fields from one form to another.  From what I remember, this problem did not only occur when deleting a coupon. It just as often happened when I made some other change to the subproducts within my Purchase Order.  

    Thanks for your efforts to figure this out.

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    Answered by bdoodle on November 22, 2016 at 02:14 AM

    FYI, Within the past few months, I removed the links to several web pages that used some of my order forms.  (My client decided to stop offering the sails in question.) I am noticing now that the shipping appears disabled on each of these form's Purchase Order, but ...

    A.) I did not disable the shipping.

    B.) The shipping IS still working on the form in Preview and on the web page!

     

    For example, form https://www.jotform.com//?formID=53365702790963

    that appears at

    http://www.madsails.com/Order_C_Scow_sails.html

    And

    https://www.jotform.com//?formID=60186034523954

    that appears at 

    http://www.madsails.com/Order_Laser_sails.html

     

    Can you open these forms in my account and see if shipping appears disabled to you?  (I cloned a form and shipping was disabled in the clone as well.)  If you check revision history, you should not find any change to the shipping fields.  How can the field be disabled, but Shipping still be in force?

    It is also interesting that Revision History shows a change to each of these Payments today: "DecimalMark: from point to"    In all but one case, I merely looked at the Payments/Purchase Order.  NOTE: In one of the 3 (no longer used) forms I checked today that appeared to have an update after I looked at it, I reverted to the earlier version of the form, but it still had Shipping disabled.

    So, I'm thinking that it may not necessarily be the removal of a coupon or any specific change made to a Purchase Order that causes the Shipping to be disabled in my forms. It's just that when I do some update, the existing Shipping disabled value (caused by something else!) also gets applied.   Perhaps the primary cause will be impossible to find.  

    I will try to create a new form today and see if the shipping gets disabled under various scenarios.

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    JotForm Support

    Answered by Chriistian on November 22, 2016 at 03:17 AM

    Hi,

    I am currently checking the issue. Please allow me some time to further investigate. I will get back soon as I will found a solution.

    Regards

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    JotForm Support

    Answered by Chriistian on November 22, 2016 at 03:44 AM

    Hi, 

    Can you please enable the cloning of your forms so that we can further check the issue?

    To enable cloning of your forms, please follow the instructions below:

     Go to Account > Settings  > Privacy. Then, uncheck the "Do not allow my forms to be cloned by other users" checkbox as shown from the image below:

    We'll be waiting for your response.
    Regards

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    Answered by bdoodle on November 22, 2016 at 06:44 AM
    Done.
    ...
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    Answered by bdoodle on November 23, 2016 at 09:25 AM

    Have you looked into the question I posed in my post above of November 22, 2016 at 02:14 AM?  i.e.How can the shipping field be disabled, but Shipping still be in force? This appears to be so in the two sample forms I listed there.  If you can verify that this is the case, then it is evidence that some application problem exists that sets the Shipping to disabled without in fact disabling the shipping. My theory is that after this happens and I later make some other change to the Purchase Order, that the shipping is then actually disabled or appears disabled to me, so I fix it while making the first change.

    I have not had a chance to recreate a new complex form from scratch.  Will get to it, time permitting, today.

    Thanks.

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    JotForm Support

    Answered by Kiran on November 23, 2016 at 09:52 AM

    Our colleague Chriistian seems to be offline now. However, your message has been reached by him. I'll also send a note to him if there is any progress in this regard.

    Thank you for your patience. 

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    JotForm Support

    Answered by Chriistian on November 23, 2016 at 10:47 AM

    Thanks for enabling the cloning of your forms, I checked the two forms you mentioned in your account:

    https://www.jotform.com//?formID=60186034523954

    https://www.jotform.com//?formID=53365702790963

    and I was able to see what you are reporting. I noticed that the Shipping was displayed on the Purchase Order field but the Shipping setup of the field is disabled.

     

    Even on my cloned form the Purchase Order shipping fee is displayed but the Shipping setup is disabled.

    The issue might be on the widget wizard. It displays that the Shipping setup is disabled even if it is not. I will escalate the issue to our development team so they can further check this. We will inform you on this thread any updates to the issue.

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    Answered by bdoodle on November 23, 2016 at 12:44 PM
    Thank you!!
    ...
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    JotForm Developer

    Answered by erhan on November 25, 2016 at 10:32 AM

    Hi,

    It should be a server glitch which prevented our server deleting shipping rates. Could you please enable shipping and disable it again? Please do not hesitate to contact us for any further assistance.

    Best.

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    Answered by bdoodle on November 25, 2016 at 12:48 PM

    Please read the thread.  The problem was not that shipping charges continued to be levied when the indicator field was set to disabled.  The problem was that the shipping enabled/disabled field was changed to disabled by some action other than me changing the form.  I never wanted shipping disabled and never changed the field to disabled.  The application somehow changed the indicator field while leaving the actual shipping charges in place (thankfully!)  

    Chriistian acknowledges that this is the case and that the issue needs to be referred to the development team to try to identify and rectify the cause.

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    JotForm Support

    Answered by KadeJM on November 25, 2016 at 02:31 PM

    From what I can see this appears to be resolved and working again per our developers reply to you about this issue.

    The field is disabled showing the shipping but if you re-enable it then disable it then re-enable it again you'll see it's now working properly without that issue anymore.

    Additionally, I believe when he said there was a server glitch that is probably what caused this change to become stuck as you mentioned you never changed it and for that we do apologize about any inconveniences that this issue may have caused you.