Incorrect Shipping Options for New Zealand Customer

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  • Hikashop Essential
1 week 4 days ago #309796

-- url of the page with the problem -- : ariesgamesandminis.com
-- HikaShop version -- : 4.2.0
-- Joomla version -- : 3.9.10
-- PHP version -- : 7.0
-- Browser(s) name and version -- : Chrome

Hello,

I had a customer from New Zealand inform me that he is only getting Priority Mail International shipping prices for an item that weighs 3lb. This is obviously under the 4lb weight limit for First Class Mail International.

How can I figure out what is going on? I've copied his address exactly, and even verified it on Google that it is correct. I've even confirmed on USPS website that there is no odd weight limit to New Zealand.

Makes me wonder if other customers in other countries are having the same issue as International Sales have declined in the last couple months.

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1 week 3 days ago #309807

Hello,

The best solution will probably be to use the "Debug" mode option of your USPS shipping configuration page to see what's sent to and returned from the USPS shipping platform through the HTML code of your checkout workflow (pressing F12 will do the job).

Which will enable you to contact and send it to USPS to ask them why they're only returning Priority Mail International shipping prices, it will greatly help us to improve the plugin if they could tell us the reason. Thank you.

Kind regards,
Mohamed Thelji.

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1 week 2 days ago #309836

Mohamed Thelji wrote: Hello,

The best solution will probably be to use the "Debug" mode option of your USPS shipping configuration page to see what's sent to and returned from the USPS shipping platform through the HTML code of your checkout workflow (pressing F12 will do the job).

Which will enable you to contact and send it to USPS to ask them why they're only returning Priority Mail International shipping prices, it will greatly help us to improve the plugin if they could tell us the reason. Thank you.

Kind regards,
Mohamed Thelji.


Mohamed...sorry for the late reply. Had to go to the eye Dr. and my eyes are just now getting back to normal from dilation.

So I made a test site, turned debugging on for the site, as well as the shipping options...and I'm in the cart at checkout, with F-12 open...and I am just not finding anything. What am I supposed to do that I'm not doing to find this debug log?

Thank you

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1 week 2 days ago #309846

Hello,

So I made a test site, turned debugging on for the site, as well as the shipping options...and I'm in the cart at checkout, with F-12 open...and I am just not finding anything. What am I supposed to do that I'm not doing to find this debug log?

Well, on some website, debugs doesn't seem to be displayed correctly, because of the cache. Can you send us a temporary back-end access to your test website so that we can directly test it and retrieve the code sent and returned from the USPS platform ? Thank you!

Mohamed...sorry for the late reply. Had to go to the eye Dr. and my eyes are just now getting back to normal from dilation.


That's great, I'm really glad for you., wish you a nice day!
Kind regards,
Mohamed Thelji.

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1 week 1 day ago #309880

Mohamed Thelji wrote: Hello,

So I made a test site, turned debugging on for the site, as well as the shipping options...and I'm in the cart at checkout, with F-12 open...and I am just not finding anything. What am I supposed to do that I'm not doing to find this debug log?

Well, on some website, debugs doesn't seem to be displayed correctly, because of the cache. Can you send us a temporary back-end access to your test website so that we can directly test it and retrieve the code sent and returned from the USPS platform ? Thank you!

Mohamed...sorry for the late reply. Had to go to the eye Dr. and my eyes are just now getting back to normal from dilation.


That's great, I'm really glad for you., wish you a nice day!
Kind regards,
Mohamed Thelji.


Thank you Mohamed...

I heard back from USPS, and they are claiming that the package I'm shipping is over the international dimension limit for First Class Mail International...which is VERY odd as I've shipped stuff all over in this exact same box. Maybe it's something new, some obscure rule they just started enforcing, or something else. Either way...I've reached back out to them for clarification and hope to have that in the next day or two and post it here. If it still makes no sense, I'll use the contact form to get you access on the backend.

Thank you!

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1 week 1 day ago #309885

Hello,

Either way...I've reached back out to them for clarification and hope to have that in the next day or two and post it here. If it still makes no sense, I'll use the contact form to get you access on the backend.


That's great that they could locate the problem, let's wait for their reply in that case !

Kind regards,
Mohamed Thelji.

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1 week 22 hours ago #309920

Mohamed Thelji wrote: Hello,

Either way...I've reached back out to them for clarification and hope to have that in the next day or two and post it here. If it still makes no sense, I'll use the contact form to get you access on the backend.


That's great that they could locate the problem, let's wait for their reply in that case !

Kind regards,
Mohamed Thelji.


Ok...2 emails later and here's what they had to say...which sucks as I'm 2 inches past the cutoff.

FIRST EMAIL:
Thank you for contacting the USPS® Internet Customer Care Center. 
 
Please see the new guidelines:
 
https://pe.usps.com/cpim/ftp/manuals/Imm/immc2.pdf
 
 
 
Ensure Correct First-Class Package International Service® (FCPIS®) Weight and Size Limits
 
All outbound First-Class Package International Service (FCPIS) items must be compliant with the maximum weight and size limits listed in IMM 251.2 in order to avoid FCPIS mailpieces being returned to our customers. Foreign posts have recently informed the USPS that they are receiving many FCPIS items that exceed the maximum weight and size limits, which creates operational and resource issues for them. When foreign posts receive oversized packets, they have the option to return the items to our mailers, which diminishes the customer experience for our customers.   IMM 251.2 is copied below for your reference:
 
 
251.2 Physical Characteristics and Standards — Packages (Small Packets)
251.21 Weight Limit
 
 
The weight limit for a First-Class Package International Service package (small packet) is 4 pounds.
251.22 Dimensions — Other Than Rolls
Packages (small packets) other than rolls must be within the following dimensions:
a.     Maximum length: 24 inches. Length is the longest dimension.
b.    Maximum length, height, and depth (thickness) combined: 36 inches.  12 X 10 X 3 is 38 inches combined.
c.     Minimum size: Large enough to accommodate the postage, address, customs form, and other required elements on the address side.
251.23 Dimensions — Rolls
Rolls must be within the following dimensions:
a.     Minimum length: 4 inches.
b.    Minimum length plus twice the diameter combined: 6-3/4 inches.
c.     Maximum length: 36 inches.
d.    Maximum length plus twice the diameter combined: 42 inches.
251.24 Quality
Packages (small packets) must be constructed to be strong enough to withstand normal handling.

SECOND EMAIL:
Thank you for contacting the USPS® Internet Customer Care Center. 
 
Determining Length 

Measure the longest side of the package, rounding to the nearest inch. This is your length.

Determining Girth (2x Width + 2x Height)

Measure the width of the package, rounding to the nearest inch. Multiply this number by 2. 
Measure the height of the package, rounding to the nearest inch. Multiply this number by 2. 
Add these two numbers together. This is your girth.
Add the length and the girth together. This is your combined package measurement.

Length + 2x Width + 2x Height
12  +  2(10)  +  2(3)  =  38
 
12  + 20  +  6  =  38
 
If you have any additional questions or concerns, please contact us again.
 
Thank you for emailing your Postal Service™,
 
USPS Internet Customer Care Center

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4 days 6 hours ago #310001

Hello,

Firstly, can you make sure that you have a dedicated USPS shipping method for the "First Class Mail (International)" service ?

Also, can you edit the "plugins\hikashopshipping\usps\usps.php" file and add these lines :

//Adding limits for First class International shipping
if(!empty($rate->shipping_params->FIRSTCLASSINT)) {
	// 4lb  = 64oz
	$limit = array('w' => 4);
	if($rate->shipping_params->with_dimension){
		$limit['length_girth'] = 36;
		$limit['z'] = 24;
	}
}
Just before :
$packages = $this->getOrderPackage($order, array('weight_unit' => 'oz', 'volume_unit' => 'in', 'limit' => $limit, 'required_dimensions' => $required_dimensions));

And test it again ? Thank you.

Kind regards,
Mohamed Thelji.

Last edit: 4 days 12 hours ago by Mohamed Thelji.

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