Shipping cost disappears in Paypal Express and reappears when confirming in our shop

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  • Updated 6 years ago
We are setting up the Ecwid Online store purchased through Yola.

In testing, when we put an item in the basket and go to checkout, there is an estimate of shipping costs based on location or cookie info. Then when we go into Paypal express, the shipping disappears, and then when the delivery address has been captured from Paypal express and the customer returns to our shop to confirm the order the shipping cost reappears.

We have been trying to add a message before checkout to tell the customer that shipping charges will not show in Paypal Express and will be shown on our site where they will confirm their order, but we cannot edit the online store or our Paypal options to show this.

We feel customers will be upset to see the estimated shipping disappear in Paypal only to reappear again before they confirm.

Is there any way to fix this?
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Jane

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Posted 6 years ago

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Gop

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Hi Jane,

This also occurs with Google Checkout. PP Express jump ahead a few steps in the checkout process before any address is sent back to the Store for shipping calculation. At this time there is no fix to be able to estimate the shipping before the checkout returns the address. It's disconcerting but there doesn't seem to be reports of a negative impact on shoppers completing the transaction. many concerned shop builders for the same reason as your query.

How PayPal Express Checkout works

  • you add some products to the bag

  • click "Checkout with PayPal"

  • Ecwid redirects you to the PayPal site

  • you sign in with the PayPal account or create a new one

  • PayPal redirects you back to Ecwid

  • Ecwid creates a new profile based on information from PayPal and shows the last checkout page

  • you review your order, change the shipping method if necessary and press "Submit order" button

  • Ecwid sends request to PayPal in background, PayPal charges your credit card.


I'm working through the checkout CSS to see if there may be some way to insert a global type message before the initial submission.

One way to manage this is to have your checkout as a separate and discrete page. then you could add this message to the page. I'll look at this possibility as well but don't know if this is available with the Yola version. Can you leave it with me for a day and I will endeavour to see if there's a notification solution possible?
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Jane

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Thanks!
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Gop

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Hello Jane,

I'm hitting some brick walls on this issue. The same thing in that the sequence of heading off to PayPal Express beats anything I can think of to forewarn people. You can't get to the HTML to add customised messages or anything HTML.

There are two possibilities now that come to mind

1. On checkout it proceeds as it normally does but you create a pop-up modal that overlays the checkout procedure advising people that shipping prices will appear after their initial login or registration with PayPal Express. This would need to be created for you specifically and could be a script base solution. It's also potentially alarming so not sure of your feeling on this?

2. Ecwid have a forced Agreement of accepting the Terms and Conditions on the checkout before it goes off to the PayPal Express Login/Registration, you can create any advisory content here. This is accessible by navigating to:
Advanced Options → System Settings → General → Cart → Terms and Conditions