Is anyone else noticing FedEx rates sometimes not available?

We have been experiencing this ever since we convereted from v4 to v7 over a month ago.

Today I had 5 customers call me asking why we didn't ship to their location. I even had it happend to me twice today when I was taking orders over the phone. It happens in two different places:

• In the shopping cart when entering zip code to get shipping estimate, and
• During checkout after entering your shipping, billing and email address and clicking next.

I am smart enough to just try again but my customers immediately think that we don't ship to their location because that is what the message states.

Please HELP as I'm losing customers.

I went to the site in your profile and you do not have shipping setup. What site are you experiencing this on? What shipping carrier are you using?

I have not heard of any problems nor have I come across any in my testing.

Sorry about that; that is a test site in my profile. How can I update that to my real site (www.radiantguard.com)?

Click My Controls on the top and then choose edit profile information.

I have gone through your site and have been unable to reproduce this. Have you noticed any common things, such as the same product being purchased or similar steps you are taking to get to checkout? Such as going through view cart page and then to checkout vs. going straight to checkout.

Nothing; it's random and occurs when trying to get a rate in the right hand column shopping cart; when clicking the get rates a second time, it comes up.

It also happens during checkout after entering the shipping, billing and email information and clicking next. Clicking next a second time brings the shipping page up.

Okay, last week, I turned off "use negotiated rates" in the FedEx settings on the advice of NS support to see if this fixed the problem.

It didn't. I get several calls a day from customers asking why the shipping calculator shows as no shipping available for their zip code. When I tell them to refresh, sometimes it takes 2 or 3 refreshes and then finally the shipping rates appear.

As I have explained in the past, this happens both in my right hand shopping cart AND during the checkout process.

I know I'm losing some customers because I also get emails from customers saying they wished I shipped to their address because they really wanted to buy my products.

I am a very patient person and have been during this entire migration and afterwards period. I even try to help others with their issues posted here in the forums.

I just wish I could get some help with a very important issue I'm having regarding my customers and getting them shipping quotes.

Can someone from NS please help me troubleshoot this issue.

I have the same problem since switching to V7, among other problems I never experienced with V4. In fact, I just got an email from a customer trying to check out, about 20 minutes ago. I am certain this is costing us sales, as I've had customers try to check out, email that they could not get shipping, and then never purchase or email/call back. I also wish someone from NetSol would address this.

Me too! I have a ton more of abandoned carts since migrating and I'm sure it's because of this shipping issue. I'm sure I only hear about a few of them from customers.

As Eddie stated above we have not been able to recreate the issue on your sites.

If you can provide us with more details or are able to replicate it on a regular basis please provide us the steps or contact support.

Joe

Joe,

I have customers calling me 4 or 5 times a day now asking for shipping quotes. I'd say that 1 or 2 out of every 5 times I can't get shipping rates returned. There doesn't seem to be any pattern to this problem, and normally when I refresh the page the shipping rates come through. Regardless of whether we're able to give you a way to re-create this, it is a problem and needs to be dealt with. This shouldn't be about what WE need to do, it's about what NetSol needs to do to figure out what the problem is and fix it. What can you do about this?

David

I've just had a request for a shipping quote that produced the error, and I took a screen shot that I've attached to this post. Please advise.

(IMG:http://www.santasquartersno.com/images/shippingproblem.jpg)

This has happened 4 times so far for my customers today. One was a customer trying to calculate shipping for Canada and the other were trying for US zip codes (during checkout and right hand shopping cart). Don't have the zip codes, as the customers just leave me nasty emails and voicemails.

Someone from NetSol: I've added a picture above so you can see this happening. Obviously there's a problem. Please do let us know what you will do to fix it. Thanks.

I'm looking into this. We see your screenshot. We can't reproduce the problem yet.

UPDATE:
I'm going to be running some tests on your site over the weekend. You may notice I accidentally created a few abandoned carts. I'll try and keep that to a minimum.

Thanks

Thanks a lot! I appreciate it.

David

Can you please test my site as well. This happens many times a day every day since we converted. I"ve tried changing the FedEx Setting from one to the other but it happens regardless.

I'm testing both of your sites. I'm getting rates for different zip codes every 5 minutes and tracking failures. Yours has yet to fail since I have been checking, I am monitoring it from my home connection. Santa's I won't know until Monday because I'm monitoring it from a machine at the office.

I got voicemails from 2 customers today saying it happened to them. They didn't leave me their zip codes.

I happened once for me when taking a phone order and I was in such a hurry that I didn't write down the zip code.

I am still looking into it. There does appear to be a problem but I don't know the cause yet. In my testing the rate requests are failing about 1.5% of the time. I'll let you know when I have further information.

Just happened to me using the shipping calculator in my right hand side shopping cart for one product to zip code to 98119.

Clicked Recalculate Total again and it successfully returned the quote.



And within 3 minutes, I got another for 97124.

ked Recalculate Total again and it successfully returned the quote.

I know it is failing and I know the error being returned. We are looking into the cause.

Awesome! Thanks so much for your diligent testing identifying that there is indeed a problem!

Now, if someone could figure out why the order confirmation page fails to load sometimes and lead customers to placing duplicate orders, I would be exteremely happy (see this post

http://forums.networksolutions.com/e-comme...lems-t1172.html

Thanks Dave. I'm also continuing to have the problem. I appreciate your helping out here.

This has happened a couple times to me too, glad to hear it is being looked into.