store.lds.org - items priced at $0.00 never ship

Our ward has placed multiple orders for items with unit prices of $0.00 and these items are never processed.

I spoke to a kind sister in support today and she knew of the problem and was surprised it was still happening.

Not sure where bugs are logged, thought I would throw it out here for someone to look into.

Thanks

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Hello brother.

What is the status of the order on the "My Account" page? I haven't personally had any issues with "free" items and have noted that the status is "Payment Authorized" on all of them. (I'll have to check with my ward council members on my recent orders though. As a ward clerk, I recently discovered the "convenience" of putting the requester's addresses as the delivery address so that organization-specific items never have to see the inside of the clerk's office. )

Edit: Looks like our Primary President didn't get her order from August 22nd yet. This didn't used to be an issue. I wonder when this started...

Edit edit: I called the store and the agent said they've been having some "upload issues" from the website. I re-placed my orders with him. Hope it gets fixed soon...

mfmohlma wrote:Hello brother.

What is the status of the order on the "My Account" page? I haven't personally had any issues with "free" items and have noted that the status is "Payment Authorized" on all of them. (I'll have to check with my ward council members on my recent orders though. As a ward clerk, I recently discovered the "convenience" of putting the requester's addresses as the delivery address so that organization-specific items never have to see the inside of the clerk's office. )

Edit: Looks like our Primary President didn't get her order from August 22nd yet. This didn't used to be an issue. I wonder when this started...

Edit edit: I called the store and the agent said they've been having some "upload issues" from the website. I re-placed my orders with him. Hope it gets fixed soon...

What was the order number that you never received?

jimbaird wrote:What was the order number that you never received?

Replied in Private Message.

Order #2018266 was the most recent order that experienced this issue. Several orders have been placed over the past four or five months.

andymohlman wrote:Order #2018266 was the most recent order that experienced this issue. Several orders have been placed over the past four or five months.

I have someone looking at that order, will get information about it soon.

I have had the same problem as a ward clerk as well.

I had to call the order in manually. I think they were saying their system doesn't sync with the online orders? Not sure but yeah my order which exists in store.lds.org doesn't exist in their system.

sphan wrote:I have had the same problem as a ward clerk as well.

I had to call the order in manually. I think they were saying their system doesn't sync with the online orders? Not sure but yeah my order which exists in store.lds.org doesn't exist in their system.

Can you check your store.lds.org account settings and make sure one of the addresses (probably your Bishops address) is marked as default. Like this:

Log in to store.lds.org
Click on John Doe : My Account (upper right)
Click on My Addresses
Click on the address you want to be the default
Check the Default Address box
Click Save Address

I have a theory that the website doesn't transfer the order properly if you have more than one saved address but none is marked as the default.

Let us know if it works.

Jeff

jefftenney wrote:I have a theory that the website doesn't transfer the order properly if you have more than one saved address but none is marked as the default.

The default for any unit account purchases is the bishop's home address. The default address can be changed from the bishop's to any you have listed in your profile. If it is changed from the bishop's address to another and then that address is removed the default address will be one of the remaining addresses. I have not tested to see if the bishop's address can be removed for those with access to the unit account. But I suspect that at least one address must be in your profile for you to complete an order.

I can tell you my experience for what it's worth. My orders were working fine with only the Bishop's address in my account profile. Then I wanted to have some stuff shipped to my house instead of the Bishop's. So I added my address. My next order didn't ever ship and was never "downloaded" according to a nice woman who helped me. My subsequent order also never shipped -- same diagnosis. When I placed both of these orders, I had to type in the shipping address as I had no choices of address. It appeared to me that the website code was confused.

Today I had the bright idea to sign in to the store and check my account settings. I saw both addresses, mine and the Bishop's, but neither was marked as default. I marked the Bishop's address as default, and then went through most of the steps to place another order. This time, both addresses were there for me to select instead of neither. I am expecting my next real online order to "download" and ship normally.

jefftenney wrote:My orders were working fine with only the Bishop's address in my account profile. Then I wanted to have some stuff shipped to my house instead of the Bishop's. So I added my address.

This is different from my experience. I have never had to enter my address. It has always been there ever since if first created an account years ago and long before the site started using the LDS Account log on. The only address that was added has been the bishop's and that was added by the system some time after the site converted to using the LDS Account log on. Prior to that all unit materials orders had only one address available for shipping. It was the bishop's home address.

I was surprised to see that sometime within the past year that there was an option to select a shipping address. I noticed that my home address had been included as an option. But I never tried that option for unit materials orders since I presumed it was a programming bug. For years the only place a unit materials order could be shipped to was the bishop's home address. It was the only address registered, or associated, with the unit. I still am not certain using my home address will, or will not, create problems for a unit materials order.

jefftenney wrote:Today I had the bright idea to sign in to the store and check my account settings. I saw both addresses, mine and the Bishop's, but neither was marked as default.

OK, that sounds like good support for your theory as to why orders do not complete. But how that situation is created is going to be hard to track down.

I tried to find a way to duplicate the situation you described where neither the unit address (actually the bishop's address) nor my home address were set as the default address. I could not make that happen. The unit address is not editable since it is created from Church records so I could not delete it. I also could not delete my home address. When the address fields were deleted the system required information in the address fields for me to save the changes. The only way to make my home address not the default was to make the unit address the default and likewise for the unit address.

jdlessley wrote:The default for any unit account purchases is the bishop's home address. The default address can be changed from the bishop's to any you have listed in your profile. If it is changed from the bishop's address to another and then that address is removed the default address will be one of the remaining addresses. I have not tested to see if the bishop's address can be removed for those with access to the unit account. But I suspect that at least one address must be in your profile for you to complete an order.

You are correct, you must have a default address to complete your order.