Shipping question...My company's store offers FedEx shipping plus a few other custom pick-up options. Recently, many of our customers have been running into a problem where all FedEx shipping options do not show up, either on the Shipping Calculator results or the checkout shipping section. The problem can sometimes be fixed by trying again later (sometimes 1 minute, sometimes it still doesn't work after 15 minutes). This has of course led to lots of abandoned carts and general confusion.
Has anyone else had this problem?
Answering for the benefit of others with similar query.
This problem occurs mostly when the FedEx API is down. This creates issues in calculating rates and displaying it at the checkout. But you also need to make sure that your product weight is configured properly and the address your customers enter is within the serviceable area of FedEx.
To solve the issue of abandoned carts and general confusion among customers, you can use the FedEx Rates, Labels & Tracking app. The app has a feature called Fallback Rates which will ensure that the rates are displayed at the checkout even if some issues occur regarding the rates. You can set the services to display according to your choice.
I am 100% sure this problem does not occur now as there was a common issue raised by many during that time (around 2013-2014) regarding FedEx live servers having intermittent down times. Can you confirm if this is resolved?
Also, if the issue still persists, then there may be a case where customer is trying from an address which is not serviceable. On changing the postcode, the rates may come.