Is this an Auctiva problem, or an ebay problem?
Buyers keep checking out with zero being charged for shipping.

Hi,

Are there isolated cases or is the problem 100%? Also, is it only on Combined sales?

Are you using eBay or Auctiva checkout and have you checked an eBay Invoice to see if it's missing? Either can do the Checkout (your choice in Settings), but eBay does the Invoice.

Do you have any Promotion settings on your eBay account that might cause a free ship invoice and/or haven't done a sync of combined shipping and promotions to Auctiva after a change?

Can you provide link or listing number for a problem listing(s)?

Danno

I think it's only isolated cases, but a few already since last night. I use Auctiva checkout, but does that necessarily mean the buyer has to? Buyers are paying before being invoiced. No promotion settings that would cause this. All of these were individual purchases.

Problem listings: 180258542705, 170233257794, 170233257793, 170233472354

This message has been edited. Last edited by: Ramon,

quote:

180258542705

I just looked at that listing and spotted two things immediately that seem consistent:

1) Top page under Shipping costs says "discount available"

2) Bottom page in the shipping section says "Free shipping for each additional eligible item you buy from ramonv!"

I'm assuming those are indicating an add-on for same item with free ship, but it does have that "Free shipping" on even single item listing (no qty). I'm trying to figure out how it thinks Free shipping is applicable to 180258542705 for added purchases, if no promotions are running. Something isn't right!

OK....Have you EVER used ebay Promotion settings (in eBay preferences) and Free Shipping in the past? If so, did you sync that to Auctiva, turn it off, and then fail to sync the OFF change back to Auctiva?

Danno

Since no one from ebay or Auctiva has responded to my emails yet, I have disabled Auctiva checkout. I know this won't affect active listings, but I'm sure I will be relisting some items very soon. We'll see what happens with them.

All my listings always say "discount available", to my knowledge. I will ship up to 8 standard-size pins for the same $2.50 shipping charge. The "free shipping for additional items" line refers to the same thing, and is always there, too, I believe. (Except on heavier items). Discounts are not just for same item, but for any eligible item.
I have not made any changes to my ebay, paypal, or Auctiva settings recently, except to turn off Auctiva checkout a few minutes ago.

I think the key question is, why does listing 180258542705 state "Free shipping for each additional eligible item you buy from ramonv!", when that listing is for a single item?

If there are no promotions and no combined shipping rules set at eBay, why would that discount promotion line be there? That's a listing problem, not a checkout problem.

Check that listing in your Saved Listings page and see if it has the Promotion box checked. I know sometimes I use one old listing to create another and accidently leave something checked wrong for the new.

Danno

No, that's not the problem. Like I said, that rule applies to all eligible items. I have dozens of itmes for sale. If they buy more than one, they only pay one shipping fee.
I DO have a combined shipping rule set at ebay.
I do have that box checked, same as it is and always has been checked. I also just change older listings to create new ones, but have never had this problem before. I don't understand what is causing them to get free shipping when they only buy one item. One customer who had this problem said that even when I sent a new invoice, he couldn't get it to work right. Problem is, who knows where the problem is: Auctiva, ebay, or paypal? I don't think it's paypal.
When I send an ebay invoice, and preview it first, the shipping charge is there. Does this mean it is an Auctiva problem?

This message has been edited. Last edited by: Ramon,

quote:

I DO have a combined shipping rule set at ebay.

OK....I do too. The normal message at the bottom for that condition is "Save on shipping. This seller offers shipping discounts on combined purchases." and here's an example.

http://cgi.ebay.com/ws/eBayISAPI.dll?ViewItem&item=200216328962

I was under the impression that the Free Shipping was only done with promotion rules. Since eBay creates the Invoice, I'm trying to back-track and that's the only obvious lead (so far) for cause.

I agree that purchase of a single item with free ship is odd, so I'm looking at the listings for any evidence to suggest a Free situation exists.

I just checked, and it is possible to have a promotion rule to free ship a single item.

If the sent Invoice is showing shipping correct (as suggested), it does have me stumped.

I'm thinking you should at least start a Support Case with Auctiva and let them know something odd is happening with Invoice vs. checkout being different.

Danno

Thanks. I did send Auctiva support an email this morning.
One thing I do notice in the Auctiva checkout email that they send me is this:
Shipping Carrier: Other (see description)
Subtotal:$8.00
Sales Tax:$0.00
Shipping:$0.00
Shipping Insurance:$0.00
Adjustments:$0.00
Total:$8.00

I do not offer "other". I offer 1st Class or Priority Mail. $2.50 or $5.00.

Even a customer who was trying to pay the shipping could not. This is very odd, and it is costing me money.

That is odd and does suggest a problem in the hand-off on checkout. I wonder if Auctiva did any code rolls on Tuesday (normal day they do them). Did this problem start on or after Tuesday mid-day? Also odd that noone else has posted the problem in here.

I know I asked already but want to reconfirm. You did sync the last changes to eBay shipping and promotion rules to Auctiva in the Auctiva eBay account preferences? There is a specific manual sync you do in that section. That's the one thing that does seem to mess-up shipping, and only thing I can think of for one seller's problem (not that there aren't others).

Danno

Edit: Just saw your last post. Must be my coder's intuition.

Problem started on Wednesday night. So far, only on items listed since Wednesday night.

I really don't know anything about the sync thing.

I'll see if I can figure that out, but I don't see how it would all of a sudden become a problem.

Clicked on the "update combined shipping" link in ebay settings, and got this message: "Shipping discount profiles are up to date."

That's the correct message for sync done.

Well, the lack of any prior sync for update of the ebay shipping rules for combined and promotion could cause odd problems. Since you didn't know about it, at least it is one possibility for cause.

Did I see you post a message about a discrepency between the listings that work and the ones that fail.....another possible lead for cause?

Danno

You did see that, but it was in error. I looked again, and saw they were all the same. I have had no problems since disabling Auctiva checkout, so I'm 90% sure it is an Auctiva problem, or at least a problem between ebay and auctiva.

I had a customer actually cancel her winning bid this morning because she couldn't see the shipping and insurance costs. Said she didn't have time for this. If she wanted to wait in line, she'd to go Walmart.