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shipping is being charged, even with a free shipping coupon!

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Hello Squarespacers!

Lately we've been getting e-mails from customers telling us that our website is charging them shipping, and we've been noticing this happens with orders that are 10lbs+ -- we offer free shipping on all USPS orders over $40, but the website still wants to charge shipping no matter what on larger weight orders. Has anyone been experiencing this lately? 

We've been running our website on squarespace since 2013 and have not had this issue before... ever! We also contacted squarsapce but they gave us a very vague email saying they wouldn't know when a fix would even happen. Here is a screenshot of an order I did today... if you do the math the total should be $161.80 NOT $173.70 -- what is going on here?! 

screen_shot_2023-02-27_at_10.00.53_am_720.png

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28 minutes ago, adanz said:

Here is a screenshot of an order I did today... if you do the math the total should be $161.80 NOT $173.70 -- what is going on here?! 

It's late in the evening here, but the math looks ok to me. 🤔

Products        $193.00
10% off       - $ 19.30
Free delivery  ($11.90 - $11.90 = $0)
Total  =        $173.70

Edited by paul2009

About me: I've been a SQSP User for 18 yrs. I was invited to join the Circle when it launched in 2016. I have been a Circle Leader since 2017. I don't work for Squarespace. I value honesty, transparency, diversity and good design ♥.
Work: I founded and run SF.DIGITAL, building Squarespace Extensions to supercharge your commerce website. 
Content: Views and opinions are my own. Links in my posts may refer to SF.DIGITAL products or may be affiliate links.
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5 minutes ago, adanz said:

$193 - $31.20 = $161.80 not $173.70

I think you've forgotten to add the $11.90 shipping cost, before deducting the $31.20 discount. 

About me: I've been a SQSP User for 18 yrs. I was invited to join the Circle when it launched in 2016. I have been a Circle Leader since 2017. I don't work for Squarespace. I value honesty, transparency, diversity and good design ♥.
Work: I founded and run SF.DIGITAL, building Squarespace Extensions to supercharge your commerce website. 
Content: Views and opinions are my own. Links in my posts may refer to SF.DIGITAL products or may be affiliate links.
Forum advice is free. You can thank me by clicking one of the feedback emojis below. Coffee is optional.

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