How would a customer be able to get free shipping when there are no free shipping options?

Question

We just launched our ecommerce store using Drupal Commerce Kickstart, which heavily uses Rules to manage shipping.

We have had two orders from the same Virginia-based customer. Both orders were processed without shipping applied. When I select the same items, enter the same Virginia USA shipping address and go through the checkout process, I get the expected behavior of Standard Shipping - $15 being applied. I cannot replicate the behavior.

The checkout process / sequence is as follows.

The "Standard Shipping - Domestic" rule is called for:

1. Addresses within the "US"
2. Orders not contain three Product Categories (bikes, wheels, forks)

*The order in question does not contain these items.

I attempted to duplicate in both Chrome Incognito & Firefox. No issues on my side. I see the following:

1. One option to select from under "Shipping"

2. Shipping applied under "Review Order"

3. When viewing in admin mode, I see shipping applied as a line item on the order. PLUS - The correct sequence is maintained

When I view the customer order, there is no shipping line item.

AND the customer appears to be going through a different order sequence and bypasses the Shipping selection. How is this possible? I am totally confused.

How is it possible to bypass the checkout sequence in Commerce Kickstart? 1. Test: Checkout > Shipping > Review Order 2. User: Create order > Add item to cart > Pending (Which is typically after the order is fully paid. We have confirmed that payment has been received.)

Very curious. Curiouser & curiouser.

Answer 1

If the issue is that shipping selection needs to happen for Express Checkout users, then if you edit the Express Checkout module's order confirmation checkout pane you can choose which checkout panes from other pages should appear on the final confirmation page. Make sure you check the box there for shipping service selection and it should show up as expected.