There is no setting to disable this functionality. You would need to alter it.


What do you mean by "booted out"? We just had another merchant report this yesterday, and it is the first time (now second) that we've ever heard of this. Any details you can provide would be helpful (e.g. steps to reproduce, browser being used, user logged in or not, etc). Are you getting any error messages or seeing anything in the Audit Log?


It sounds like you need to make the 'please wait' messaging larger and more prominent. You could even make it a full-screen overlay so the user can't miss it and is unable to type in any fields until the page updates.


There should not be a long delay unless you are retrieving a lot of real-time rates. Which carriers are you retrieving rates for and how many services for each carrier?


What do you mean by "kicks you right out of the order entry screen"? Any details you can provide would be helpful (e.g. steps to reproduce, browser being used, etc). Are you getting any error messages or seeing anything in the Audit Log?

The only time we've seen this happen is when a customer is browsing a site no a non-www URL (e.g. example.com) and then when they click to go to the cart or checkout the site redirects them to the 'proper' URL for the site with the www (e.g. www.example.com). The "www" is technically a sub-domain and cookies are tied to a specific domain/sub-domain. Since a cookie is how we match up users with their cart we now no longer know who they are so they start over with a new cart.

The easy fix for this is to enable the redirector and the "redirect to primary domain" feature. This is done by going to Options >> Site Settings >> Redirector in the admin. This really should be enabled anyway for SEO as it will ensure that all traffic on your site goes through the main URL.


Submitting an order shouldn't take very long. How long does it take? Have you timed it?

I looked at your one site and don't see any slowness on the checkout page when entering an address. Since the page is updating when you change the state or zip there will be a delay, but I would not call it slow. Like I mentioned above to Bede, you may want to consider making the 'please wait' message larger, possibly cover the entire screen so the user cannot interact with the form until it goes away.


Are you referring to the private note that says "Paypal Order Accepted With Paypal Order Number: EC-XXXXXXXXXXX"? If so, that is generated when a customer leaves your site to go to PayPal. To complete the order the customer must return to your site to complete the order. If the customer goes back and forth a few times you will see multiples of this message. If there was a problem you should see it in the private notes or possibly in the Audit Log.

Edited by user Monday, May 2, 2016 4:28:37 PM(UTC)  | Reason: Not specified

I wasn't able to reproduce it in Chrome. The worst thing I saw is that the 'please wait' message didn't disappear; editing editing the zip field caused the page to update and hide the message.

What browser are you using?


Using multiple carriers will slow things down. How many USPS services/methods are you quoting? Each one of those is a separate API call. The UPS rating integration in 2015 SP2 makes a single API call for all services/rates so it's quicker than the rest.

I do understand how shipping works, why it is done the way, that it is the way that it is designed to work. We can have a long dialog about browsers, that do work or might work now, but not later as "pop ups" are a problematic and seem to change with each browser release, real time shipping rate load times, how many rates are to be displayed, website performance etc etc etc.

The bottom line is that the way it works now, we are loosing sales. My guess is that others are as well.

When we look at the incomplete carts there are a large number that have all the information filled, but the phone number is missing.

Putting the phone number in is the next step after the customer has filled in State and ZIP. It is at that point that the software polls the real time ship rates. When that happens the customer user interaction changes. A "Please Wait " screen pops up ( or not ) unexpectedly and without explanation. Maybe their reaction is too paranoid, but some bail.

The other thing that we know happens is that the customer thinks that they have typed in the phone number but it is not. Simply because that is stopped from happening, due to the "please wait" popup and the temporary freezing of input. They continue on to the end of the page ( not seeing that the phone number is not actually filled in ) and hit process order. Of course that fails as the phone number is missing. Their thought, "I entered that info, this web site is making me nervous" They bail. Or they take the time to hunt around to find what the error is and start messing with creating an account, which causes more issues. etc etc. Still a lost sale as few call to say they have gotten stuck trying to complete an order.

The original question still holds. How do I turn off the auto populate the shipping rates. Instead put in a button that puts that function ("Click here to see shipping options") back into the hands of the customer. If there was a button all these issues would go away.

Edited by user Friday, May 6, 2016 4:26:29 PM(UTC)  | Reason: Not specified

Aaron, on the front end the phone number comes first. On the back end the number comes second. The front end doesn't seem to be as much of a problem as the back end but is still a problem. Taking a phone order and putting it in on the back end from a customer service perspective is not smooth at all.

It seems to be a basic function that you can tab to the state field and then hit the first letter of the state abbreviation to select a state. If you want IL and you press I it'll take you to the I's but you then need to hit I again to get past IA. At this point it becomes a problem. Please try it for yourself. Every single one of our customer service representatives complains about the BV Admin checkout. BV5 did not have problems such as this.

Once you get the state you want, let it load the shipping rates that don't exist and you finally get your zip code and let it load the shipping rates that don't exist, it is then that the phone number field comes into play.

Edited by user Wednesday, May 11, 2016 9:45:22 AM(UTC)  | Reason: Not specified

I wish we could tell all of our customers to select the state with the mouse.

For now we moved Zip Code ahead of the state and phone number to avoid losing typed information while the customer is using the wacky state field.