FedEx Ground Shipping Option not available to all customers

[Vmcmil]

Some of our customers only see FedEx Air and Express as the only available shipping options. Our shipping options are 2nd Day Air, Express and Ground. This is not happening on all orders, only a couple a day. I had one customer clear his cookies and try again. His only option was Air and Express. I am afraid we are losing customers due to high s&h charges where Ground is not showing. I have checked the shipping module and everything seems to be fine. My webmaster and I are hitting brick walls trying to figure this out and have not seen anything like this searching the forum postings. Any ideas?

 

Thanks so much!

[djmonkey1]

Some of our customers only see FedEx Air and Express as the only available shipping options. Our shipping options are 2nd Day Air, Express and Ground. This is not happening on all orders, only a couple a day. I had one customer clear his cookies and try again. His only option was Air and Express. I am afraid we are losing customers due to high s&h charges where Ground is not showing. I have checked the shipping module and everything seems to be fine. My webmaster and I are hitting brick walls trying to figure this out and have not seen anything like this searching the forum postings. Any ideas?

 

Thanks so much!

 

Seems odd but maybe Ground is not a shipping option to some zip codes? I've only ever seen premium services restricted that way but it is possible. Also, is there a sort order for the shipping methods that you can control? If so try changing it to see if that fixes anything (here it helps if you know how to re-create the problem). You can also try uninstalling and re-installing the module. Make sure you have the most recent version of the module, and if so try an older one. Turn off all the express methods so only Ground is an option and see if it happens then.

 

If you do find it only happens with certain zip codes check with FedEx, maybe they don't service those areas with Ground.

Edited February 22, 2007 by djmonkey1

[SparkySU1]

Some of our customers only see FedEx Air and Express as the only available shipping options. Our shipping options are 2nd Day Air, Express and Ground. This is not happening on all orders, only a couple a day. I had one customer clear his cookies and try again. His only option was Air and Express. I am afraid we are losing customers due to high s&h charges where Ground is not showing. I have checked the shipping module and everything seems to be fine. My webmaster and I are hitting brick walls trying to figure this out and have not seen anything like this searching the forum postings. Any ideas?

 

Thanks so much!

 

 

I have not installed the FedEx mod yet (still trying to get USPS fully functional) - but I can say that packages over a certain size/ weight going to certain areas will only be accepted as Air freight with FedEx. We ship large boxes for our rentals all over the place and run into that from time to time. Hmm...or am I getting FedEx and USPS mixed in my head.

[Vmcmil]

I have not installed the FedEx mod yet (still trying to get USPS fully functional) - but I can say that packages over a certain size/ weight going to certain areas will only be accepted as Air freight with FedEx. We ship large boxes for our rentals all over the place and run into that from time to time. Hmm...or am I getting FedEx and USPS mixed in my head.

 

 

After trying everything, finally fixed it. Since we cannot ship most of our store items via Air service, all air options were disabled using the // before each option I did not want. Seems the Ground option was inactive. Once it and Home delivery Service was activated, everything is fine.

 

Thanks for the input!!