[Checkout] Impossible to complete order due to non-matching shipping method and product categories

[audez]

Description

On FR Prod, on split checkout, a user warned that since last release the users can no longer validate their order and remain stuck on the delivery or withdrawal information step without being able to select the method (no shipping method displayed).
The displayed error is: "Checkout is not possible due to absence of shipping options. Please contact the shop owner."

Shop ID : 4239

Expected Behavior

Checkout should be possible.

Steps to Reproduce

1. Checkout with an account that has split checkout activated

On split checkout

On legacy checkout

Workaround

Severity

bug-s1: a critical feature is broken: checkout, payments, signup, login

[sigmundpetersen]

Is this on Legacy or Split Chackout?

[RachL]

@audez i think they are experiencing this error : #10479

if they are existing user you can add a shipping address to their profile (via customer menu) and it should be fixed for them. Or exclude them from split checkout.

I'm closing here but please reopen if I'm wrong 👍

[audez]

@RachL thanks! The problem is: i don't know the customers names (should i ask the shops for every users?) and there's probably users that never checked out before? Also, these are 2 shops who realized the issues but there's probably many more..

[audez]

I just tested to add a shipping address to the customer but it's not working. Does it mean that the bug occurs for anyone?

[RachL]

@audez Can you share a screenshot of your test?

[RachL]

The problem is: i don't know the customers names (should i ask the shops for every users?)

we can check all their customers to be safe, I will have a look.

[audez]

It's the same issue whether the customer already ordered on the shop or not, or whether they had a billing address or not.
I tested the following:

• pass an order on legacy with a user
• with same user, now activated on split, pass an order: it's impossible

So for me this means that we have to disable split checkout for all users.

@audez Can you share a screenshot of your test?

I also noticed that if you save a billing address for a customer through the "customer" tab, then if you checkout with another address and click "save billing address by default", it won't update the saved billing address in customer tab and the order is passed with the old address.

[RachL]

ok thanks for the screenshot, this could actually different than #10479

@audez are you sure both shops you have listed have the same problem? You added an error message in the description;

fill in the delivery address, city, postal code

Which is different from the screenshot. Which error belongs to which shop?

So for me this means that we have to disable split checkout for all users.

Not so fast we have had more than 200 orders passing without error on split checkout, I know the problem can be overwhelming but if we just deactivate right now we won't understand what is happening. Let's dig a bit more before doing that.

[RachL]

@audez OK I've found and fixed the problem for shop 4239. It was not really a bug but more a consequence of #9629

We don't work on legacy checkout anymore so this enhancement is only available on split checkout (that's why you couldn't reproduce on legacy checkout). Their shipping method was not matching their product, hence no shipping method was appearing. I've switched their shipping method to "default" category to fix the bug. But it might be worth checking now if all their product matches this category.

[RachL]

@audez but for shop 3395 I'm stuck: everything is working on my side :/. Do you have a screenshot for that shop?

[audez]

I did a test on a shop of mine, which had a pickup method, with user on split checkout:

• i tried to checkout: impossible
• i added a second pickup method: the second pickup method appears and not the first one
  
  

So maybe recreating a shipping method is a workaround.

[audez]

Their shipping method was not matching their product

Indeed! Same on my shop actually, now both methods are appearing

[audez]

@audez but for shop 3395 I'm stuck: everything is working on my side :/. Do you have a screenshot for that shop?

I can't reproduce either! i'll ask him for a screenshot. It was actually a different bug he described i think: the shipping method appears, but there's an error asking him to fill in the "delivery info" but there's no "delivery info" fields to fill in. (weird because he has a pick up method).

Thanks a lot!

[RachL]

@audez yeah that sounds really like #10479 but I didn't find a customer on their list without shipping address :/

let's see with his feedback

[audez]

but i don't understand, i tested with a brand new account with no shipping address and couldn't reproduce 🤔
@rioug is there anything else specific on the customer you used?

[RachL]

@audez i've managed to replicate on master this way:

• Set up a shop with two shipping methods, one requiring a shipping address, and one pick up only
• Start an order and go to checkout
• First choose the shipping method requiring an address, untick "Shipping address same as billing address?"
• Make sure the shipping address is empty
• Then choose the pick up shipping method

and boom:

[RachL]

but indeed it doesn't seem to happen for a guest checkout or new user checkout. It's a tough one :)

[audez]

oh this reminds me of this 😆 #9056 (comment)
Did you "unlock" the user in this way?
Because shop 3395 has only 1 pickup method activated

I edited this issue as it's 2 different bugs, and i'll add info on 3395 in #10479

[RachL]

@audez yes highly possible it's the same bug than #9056 but we had to close #9056 as we didn't have a way to reproduce.

I didn't unlock the user this way because I never manage to have a test user stuck. The production cases we had until now were in the US and CA and they were unlock with adding a shipping address to the user.

Another workaround is I guess to turn their shipping method as "delivery" type until next Tuesday. as the name of the shipping method is "pick-up" there are good chances this won't introduce problems.

[audez]

We have another user (id= 24155) reporting that she can't order anymore on another shop (2931) with same error than shop 3395 (they're asked to fill in the delivery info address, city etc)

• She has a saved shipping address
• She never had trouble ordering
• She can't order anymore
• The shop has only 1 pickup method

For me it's not the same than #10479, looks more like #9056

Where info on the shipping address and billing address was available but at some point when sending the request, two fields were missing (order[bill_address_attributes][id], order[ship_address_attributes][id]) and the request failed. From then on it was impossible to order. The workaround was to do a request with a delivery method.
That might explain why we have difficulties reproducing it?

Ah, 3395 just sent the screenshot:

He says "However, a customer just managed to place an order so I'm not sure where the problem is..."

[RachL]

@audez

Problem is, #9056 is not reproductible for now :( , so we have to bet the fix for #10479 works in both cases :/

Can we try the following: keep the single shipping method for both shops, but turn it as a delivery type. Do you think both user could retry their checkout? I know it's tricky as they might not want to test, but fingers crossed hub 3395 has the problem on his own hub account?

[audez]

Same issue on shop 160
Users report the same error message: "La sauvegarde n'a pas fonctionné, veuillez mettre à jour les champs en rouge. Adresse de livraison (Numéro et Rue) doit être rempli(e), Adresse de livraison – Ville doit être rempli(e) et Code postal doit être rempli(e)."

[audez]

Problem is, #9056 is not reproductible for now :( , so we have to bet the fix for #10479 works in both cases :/

But the bug could be open still, as it's ongoing. It's just that it doesn't feel right to put all the info in the comments of another issue. Or do i open a new bug?

keep the single shipping method for both shops, but turn it as a delivery type.

I think we could do it, but we now have at least 3 shops that reported the issue, so this means others must be concerned

[RachL]

@audez if we don't do it, opening a bug won't be very helpful as the team won't be able to reproduce. We don't keep open issues that are fixed in master. If we open a new issue it would be nice to have the correct step to reproduce it.