Home›Support›English Support›[Resolved] Shipping Fee Not Displayed on Translated Page — One Order Lost Shipping Revenue
[Resolved] Shipping Fee Not Displayed on Translated Page — One Order Lost Shipping Revenue
This thread is resolved. Here is a description of the problem and solution.
Problem: The client reported a critical issue on the translated version of their website where shipping fees were not displayed correctly. Specifically, 'Taiwan' could not be selected as a shipping country, and the shipping fees for 'China, Hong Kong, and Macau' were either incorrect or not displayed at all.
Solution: We identified that there might have been a stuck value in the database. To resolve this, we added a shipping cost to the field, observed the incorrect display, and then removed the value and saved the settings again. This action helped to refresh the database entries and corrected the display of shipping fees on the live site. We recommended the client to check if the issue was resolved on their staging site first, and then apply the same steps on the live site.
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Background of the issue:
There is a critical issue on the translated version of our website where shipping fees are not displayed properly. I have configured three shipping zones:
• Taiwan
• China, Hong Kong, and Macau
• All other regions
However, on the translated page:
• It is not possible to select “Taiwan” as a shipping country.
• When selecting “China, Hong Kong, and Macau,” the shipping fee is not displayed correctly or not displayed at all.
This issue causes confusion for international customers and may result in incorrect or missing shipping charges.
Please advise how to resolve this as soon as possible. Link to a page where the issue can be seen: hidden link
Symptoms:
1. On the translated version of the website (e.g., English), the shipping fee is not displayed correctly, resulting in a $0 shipping cost at checkout.
2. When placing an order through the translated page, shipping fees for regions like China, Hong Kong, and Macau are not shown properly, even though the zones have been configured.
3. “Taiwan” cannot be selected as a shipping country on the translated version of the website.
4. The expected shipping fees should be displayed as:
• Taiwan: Flat rate (shipping fees are separate for different brands): $1.80
• China, Hong Kong, Macau: SF-Express (C.O.D, This charge is for consolidated shipping fees.): $1.80
Questions:
Why is the shipping fee not displayed on the translated page?
Why can't Taiwan be selected as the shipping country on the translated version of the website?
Languages: English (English )German (Deutsch )French (Français )
Timezone: Europe/Zagreb (GMT+02:00)
Hi,
Thanks for the detailed explanation.
To investigate further, we’ll need to check the backend configuration, including your shipping zones and product settings. Could you please provide temporary WordPress admin access so we can look into this and help resolve the issue?
I did some testing—sorry for not explaining clearly earlier.
When I log in with an account that has permissions, everything works fine.
However, I also created an additional account without permissions (to simulate a regular customer), and that’s when the issue occurs.
Does the issue happen only with that account? Does it still happens if you create new accounts?
It could be something related to this user DB data, since I do not see any other difference when using that user or any other or without being loggedin.
I initially discovered this issue because of an order, #7713.
When I was reviewing the order, I noticed that the shipping cost was set to 0, which is why I opened this ticket to seek support.
Here is the backend order URL (example of the issue): hidden link
My store has no free shipping promotions, discount codes, or any similar offers set up.
Sure, no problem. I’ve already created a staging site through the WordPress backend. If needed, you’re also welcome to take a backup of my current website for further investigation.
Here is the backend link to the staging site. You can log in using the same account credentials: hidden link
I added shipping cost to field as in image, which then showed the wrong shipping price in checkout. I removed the value again and saved, and now it works fine.
The same issue still exists — when selecting Taiwan, China, Hong Kong, or Macau, the shipping fee is not displayed correctly. However, the order can still be placed and payment can be completed successfully (as seen in a previous order case).
I’m not sure whether this is an isolated incident.
Sorry, I skipped your instructions. I tested the shipping on the staging site and everything works fine.
Then I went back to the live site and applied the same steps you performed, and now the shipping fees are displaying correctly there as well!
I believe the issue is resolved now!
However, I’m really curious about what caused this issue — why it was necessary to first set a shipping fee in the empty field and then delete it for everything to work properly.
It is difficult to say, but most likely something caused your shipping settings is not saved correctly in the DB, doing the steps above resaves values, and it seems that fixes the issue.
