There are several steps that must be completed before a customer will be eligible for free shipping in the ATS Store. If you know that the customer is contractually eligible for free shipping, please reach out to eCommerce Support to have them troubleshoot the issue as to why they are not seeing the Free Shipping option at checkout.
Keep in mind, if necessary, you can process a shipping refund if the customer was charged shipping in error.
1. No matter what products are chosen, if the customer is eligible for Free Shipping, you will see a banner on the checkout page.
2. The customer would check the Free Shipping option.
3. If there are special shipping instructions, they can be added in the order comments.
The rest of the order is processed as normal.
4. The receipt shows "Free" for shipping
5. You will also be able to see Free Shipping is marked in the Big Commerce Admin Portal for this Order.
In order for the customer to see the option at checkout, there are several things that must be set up in advance:
Setup: Big Commerce
6. In the Big Commerce Admin Portal, under the Customer sign up form fields, the Free Shipping Box must be checked.
Setup: Salesforce
7. Additionally, under the shipping options on the Account in Salesforce, you will see a checkbox for Contracted Free Shipping. This must be checked in order for the customer to see Free Shipping at checkout.
8. If the account is set up properly, you will see "Free Shipping" noted as the shipping method on the Order in Salesforce under the Shipping and Billing Information section.
In the screen shot above, the customer paid by credit card and received free shipping. If, as an example, the price on the order changed, and he got a second cart, that checkout would show free shipping as well.
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