Fwd: [JFM Golf]: New order #13061
Customer: sue@rightstuffmedia.com
Date: 2025-06-30 21:17:09
From: JFM Golf
Date: Jun 30, 2025 at 12:10 PM -0700
To: dana@jfman.com, zach@jfman.com, john@jfman.com, sue@rightstuffmedia.com, brian@rightstuffmedia.com
Subject: [JFM Golf]: New order #13061
New Order: #13061
You’ve received the following order from Nicole RU Test:
[Order #13061] (June 30, 2025)
Product Quantity Price E-Z-GO Golf Cart Adapters (#EP-013F) 1 $550.00 Subtotal: $550.00 Discount: –$550.00 Shipping: $52.06 via FedEx Ground Payment method: Authorize.net Payment Total: $52.06
Billing address
Nicole RU Test
RadiateU
52000 Cherry Creek Drive
shelby Twp, MI 48316
480-485-8784
service@radiateu.comShipping address
Nicole RU Test
RadiateU
52000 Cherry Creek Drive
shelby Twp, MI 48316Woohoo! a NEW ORDER just came in from the website. Please see the Order Detail information below and process the order.
Process your orders on the go. Get the app.
JFM Golf —2071 S Lynx Place | Ontario CA, 91761
Agent: Support Agent
Date: 2025-06-30 21:23:37
Customer: sue@rightstuffmedia.com
Date: 2025-06-30 21:34:07
Please keep me posted and what if else, we should be looking into? What about the FedEx plugin? Could there be an issue with connecting? I’m grasping at straws that you said you checked out and everything worked fine.
Also, can you confirm about your access to the error logs – did you see anything in the log files that would indicate any issues?
Agent: Support Agent
Date: 2025-07-01 06:21:36
Customer: sue@rightstuffmedia.com
Date: 2025-07-01 07:34:06
Internal Note: Agent Note
Date: 2025-07-01 18:52:20
Is this a fair response?
Internal Note: Agent Note
Date: 2025-07-01 20:57:59
Internal Note: Agent Note
Date: 2025-07-01 21:17:19
Agent: Support Agent
Date: 2025-07-01 22:23:30
Hi Sue,
Thanks for following up—and I completely understand your frustration. Three occurrences in two weeks is definitely not acceptable, and we agree this needs a clearer explanation for the client.
We’ve re-reviewed everything on our end and, unfortunately, we still haven’t been able to replicate the error. However, we’re not stopping there. Here’s what we’re doing now:
- We’re setting up deeper logging and tracking specifically around the free shipping conditions and FedEx plugin.
- We’re digging further into the plugin connection and any possible timeout or API issues that could cause intermittent behavior.
Regarding the WPE logs: we were able to access them using our legacy credentials, and they didn’t show anything out of the ordinary. But we’ll continue monitoring closely and let you know if we spot anything that could help pinpoint the issue.
In the meantime, would it be possible for you to let us know any commonalities between the three orders that had issues (product type, shipping destination, payment method, etc.)? That could help us identify a pattern and accelerate a fix.
The only common factor we’re able to identify is FedEx. Two customers purchased a FedEx shipping product, and one purchased a Free Shipping + a FedEx shipping product, so the errors appear to be related to FedEx shipping rate calculations. However, since we were unable to reproduce the issue when testing the same products and shipping addresses on our end. this suggests the errors may be intermittent.
We’ll keep you in the loop with any updates. Really appreciate your patience while we get this sorted for you and your client.
Best,
Nicole
RadiateU Support
service@radiateu.com
Customer: sue@rightstuffmedia.com
Date: 2025-07-01 22:51:05
In the meantime, I will look deeper into the orders and see if I notice anything in common.
The other idea that popped into my head – and may not even be a factor here – but do you remember way back, we had to put those box sizes into the settings? Just wanted to mention, we haven’t had to add any, but figured I would mention.
Customer: sue@rightstuffmedia.com
Date: 2025-07-02 17:34:06
Agent: Support Agent
Date: 2025-07-02 19:21:39
Customer: sue@rightstuffmedia.com
Date: 2025-07-02 20:51:05
We appreciate everything! And if we don’t “talk” again, have a fantastic 4th of July weekend!
Customer: sue@rightstuffmedia.com
Date: 2025-07-03 22:34:05
A customer from Hawaii just called me trying to place an order for one EP-200 Disc Set. When checking out, it would not allow her due to “Invalid Freight.” Do you need more information from me to look into this?
https://jfmgolf.com/product/range-ball-picker-replacement-disc-set-black-ep-200/
Message: Unknown
Date: 2025-07-03 23:23:56
Agent: Support Agent
Date: 2025-07-03 23:25:30
Thank you for flagging this issue. I’ve reviewed the error logs and can see the customer encountered an “Invalid Freight” error during checkout for shipping to Hawaii. To help resolve this quickly, could you or the customer confirm the following details?
Exact Error Message: Was “Invalid Freight” the only message displayed, or were there additional details (e.g., “no shipping options available”)?
Shipping Address: Can you confirm the full shipping address (especially the ZIP code) for Hawaii?
Cart Contents: Was the EP-200 Disc Set the only item in the cart, or were there other products?
The product appears to have a “pallet” shipping class, which may conflict with FedEx’s freight rules for Hawaii.
Our system should default to flat-rate pallet shipping for Hawaii, but the logs show FedEx was incorrectly offered.
I’m already working on code fixes to:
Block FedEx for Hawaii pallet shipments.
Enforce flat-rate shipping for such cases.
Thanks for your help!
Customer: sue@rightstuffmedia.com
Date: 2025-07-04 00:17:09
We haven’t received the shipping address from the client… I’ve got multiple messages in.
Also, you mentioned the EP-200 was pallet shipping – that is incorrect, if you look at the product detail in the admin, you will see it is set to FedEx. Where are you seeing pallet? Maybe something isn’t translating over correctly?
Everyone is coming back with “Invalid Freight” – but I can’t say 100% about the other message.
That was the only item in the cart to the best of our understanding.
You mentioned you are adding code to Block FedEx for Hawaii pallet shipments – but once again, this isn’t a pallet item, so I’m concerned about adding this code and causing issues with other orders.
Please let me know where/how you are seeing pallet.
Agent: Support Agent
Date: 2025-07-04 00:36:15
EP-200 Shipping Class:
You’re absolutely right to question this. Upon double-checking, I see the EP-200 Disc Set is indeed assigned to the FedEx shipping class in the product settings (Shipping > Shipping class).
The confusion arose because our error logs showed the order being flagged for pallet shipping rules. I’ll investigate why this happened—it may be a caching issue or a conflict with another plugin.
I’ll hold off on the pallet-specific code changes until we resolve the root cause.
Instead, I’ll focus on debugging why FedEx is returning “Invalid Freight” for the shipments.
I’ll review FedEx’s Hawaii shipping rules for the EP-200’s dimensions/weight and then test checkout with a simulated Hawaii address to replicate the error.
Customer: sue@rightstuffmedia.com
Date: 2025-07-04 00:51:06
81-6636 Pu’u Ohau Place, Kealakekua, HI 96750
Customer: sue@rightstuffmedia.com
Date: 2025-07-04 00:51:06
Customer: sue@rightstuffmedia.com
Date: 2025-07-04 00:51:06
I also noticed in the error logs a vast amount of errors here for wc_get_related_products:
https://jfmgolf.com/wp-admin/admin.php?page=wc-status&tab=logs&view=single_file&file_id=wc_get_related_products-2025-07-03
I totally understand that none of this may even relate, but wanted to share.
Customer: sue@rightstuffmedia.com
Date: 2025-07-05 00:51:05
https://jfmgolf.com/wp-admin/post.php?post=13092&action=edit
https://jfmgolf.com/wp-admin/post.php?post=13087&action=edit
Customer: sue@rightstuffmedia.com
Date: 2025-07-07 21:34:05
In addition – we need to know how to evaluate what orders are coming over this way and can you setup a notification to your support email and clientservices@rightstuffmedia.com so that you are immediately made aware of the issue vs us having to receive the notifications from our client as not everyone will call them to notify them of the issue.
Thanks for your immediate attention to these issues.
Message: Unknown
Date: 2025-07-10 21:19:35
Customer: sue@rightstuffmedia.com
Date: 2025-07-11 19:34:05
Agent: Support Agent
Date: 2025-07-11 21:12:08
Customer: sue@rightstuffmedia.com
Date: 2025-07-11 23:00:06
@Eric – I appreciate you jumping in for Nicole, but this isn’t where to identify the CAUSE of the cancellation.
This order from Hawaii shows the same status and this order was cancelled due to an “Invalid Freight” message. The customer called JFM Golf and said their order couldn’t go through because of this error message.
https://jfmgolf.com/wp-admin/post.php?post=13085&action=edit
I asked Nicole over a week ago to identify what cancelled orders are being caused from “Invalid Freight” as several orders were cancelled during the July 4th Sale they were running. She had put additional logging in place and I don’t know where to look when she says “we see the invalid freight” error. Not every customer is going to call them and tell them they got this message.
Now JFM Golf is asking us to remove Free Shipping due to all the lost sales, until this issue is resolved.
Nicole communicated FedEx was changing the shipping class and she was going to look into that as well… but we haven’t heard anything. We can’t let another week go by with no answers on the status of these cancelled orders since the logging was put in place. You guys know when you made these changes and someone needs to go into the cancelled orders and then look at the logs and determine what orders have an invalid freight message.
@Carol – I would like a phone call on Monday to discuss a plan of action on how to revert back to the previous version of this shipping plugin. This is causing our company hours of work to revert these products back to their original shipping class. I have no lens on what the effects of doing this are going to be with the code you added to this plugin and how the FedEx plugin will operate when no Free Shipping items are in the cart.
Thanks for your understanding to help us move forward in a way that won’t cause additional issues with future orders.
Internal Note: Agent Note
Date: 2025-07-11 23:04:18
Agent: Support Agent
Date: 2025-07-11 23:06:32
Internal Note: Agent Note
Date: 2025-07-11 23:56:40
Agent: Support Agent
Date: 2025-07-13 06:07:56
Internal Note: Agent Note
Date: 2025-07-13 06:27:36
We can also modify the plugin so that the shortcode displays empty.
Internal Note: Agent Note
Date: 2025-07-13 06:51:33
Agent: Support Agent
Date: 2025-07-13 07:06:02
Customer: sue@rightstuffmedia.com
Date: 2025-07-13 13:51:05
Internal Note: Agent Note
Date: 2025-07-14 04:09:53
Customer: sue@rightstuffmedia.com
Date: 2025-07-14 17:17:07
Internal Note: Agent Note
Date: 2025-07-14 18:33:26
Any answers that you can find on this would be greatly appreciated. I’m not sure if you can see what orders were cancelled during the holiday sale.
Internal Note: Agent Note
Date: 2025-07-14 18:34:27
Internal Note: Agent Note
Date: 2025-07-14 19:01:55
Agent: Support Agent
Date: 2025-07-14 23:49:33
- Cancelled Orders – July 2 to July 5 had 6 canceled orders. All of them show that the customers took too long to make payment on checkout then the orders got cancelled automatically. Here is a filter where you can see the cancelled orders.
- We are not going to use the plugin that I sent to you earlier. We are modifying this so that it will have the logging functionality included. The old version before Free Shipping did not have the logging. Eric is working on that right now and is going to be doing quite a bit of testing (more so than normal). He said that he will have it available tomorrow.
- Regarding the shortcode, because Eric is stepping in for Nicole, he didn’t add the shortcode. He searched through the template files and snippets and is not seeing where she added it. If he does not find it, he will deregister to output an empty string. Which this is another reason he will want to test it thoroughly.
Carol
Customer: sue@rightstuffmedia.com
Date: 2025-07-15 00:17:06
Agent: Support Agent
Date: 2025-07-15 17:50:01
Customer: sue@rightstuffmedia.com
Date: 2025-07-15 18:34:05
Internal Note: Agent Note
Date: 2025-07-15 20:09:38
- I’ve added Eric and service@radiateu.com as a collaborator on the GitHub repository so you can reference the files as needed.
- I’ve reverted the plugin on the dev site.
- I’ve removed the WooCommerce “Free Shipping” class on dev.
- I’ve removed the “Free Shipping” label from the product template.
Internal Note: Agent Note
Date: 2025-07-15 20:11:32
Customer: sue@rightstuffmedia.com
Date: 2025-07-15 20:17:07
With the changes you are making, will this be an option? We never had a free shipping class – it was only Fedex and pallet before you guys revised the shipping plugin.
Can you please let me know what would be involved?
Appreciate your input here…
Internal Note: Agent Note
Date: 2025-07-15 20:49:19
Internal Note: Agent Note
Date: 2025-07-15 22:31:47
Internal Note: Agent Note
Date: 2025-07-16 00:47:10
Agent: Support Agent
Date: 2025-07-16 19:37:10
To enable this, we would:
Add a “Free Shipping” method to the relevant shipping zones in WooCommerce.
If you’d like, I can go ahead and set this up and provide the client with a ready-to-use coupon code, or walk you through managing it so they can add/remove these as needed in the future.
Let me know how you’d like to proceed.
Customer: sue@rightstuffmedia.com
Date: 2025-07-16 19:51:05
Customer: sue@rightstuffmedia.com
Date: 2025-07-16 20:17:05
Customer: sue@rightstuffmedia.com
Date: 2025-07-17 18:34:06
We need to update all the products back to their FedEx or pallet shipping and wondering when we should do this?
Please let me know when the plugin will be ready. We are out of town tomorrow Friday through Sunday, so I can’t have any issues on the website tomorrow – so please let me know how this works and if I need to tell the client we will update everything on Monday.
Customer: sue@rightstuffmedia.com
Date: 2025-07-17 21:34:05
Agent: Support Agent
Date: 2025-07-17 21:37:07
Customer: sue@rightstuffmedia.com
Date: 2025-07-17 21:51:06
Internal Note: Agent Note
Date: 2025-07-18 00:10:10
Hi Carol my developer has restore backups from 2 days ago and the error is still happening. He noticed your shipping plugin has the shipping badge commented out and that is why the variable is showing. When we remove the comment it breaks the website. We need Nicole perhaps to review what they did over the weekend about the logging? The website is still showing these options to choose free shipping
Internal Note: Agent Note
Date: 2025-07-18 00:15:04
On July 12 or 13 Nicole said her and Jeremy were working on stuff… it’s not clear to me, but my developer has identified that the RWP pallet shipping may have been updated.
Needless to say, this is urgent please do what you can to have Nicole jump on this asap. Thank you
Customer: sue@rightstuffmedia.com
Date: 2025-07-18 01:00:06
This predates anything my team was updating due to monthly maintenance plugins.
Clearly, something in your shipping plugin was updated since then that caused these issues.
Our developer noticed the shortcode snippet was commented out in the plugin and that is what was causing the name of the shortcode to show on every product page.
Eric was doing test orders on the live website on July 15th when we were asking about the status of the logging. This makes sense that when we restored a backup from July 15th, shipping was still broken,
Whatever changes were made caused the radio buttons to show, no more pallet calculations, etc.
I understand that Eric was jumping in to help Nicole, but clearly something went wrong.
@Carol – I know you said he was working on staging, but with the live testing, perhaps Nicole/Jeremey updated something on live that Eric wasn’t aware of…
I need to do more testing, but please – do not update or look into anything on the live website now that it is back to normal.
