I have Free Shipping but my customer was charged shipping anyway

[ellainaboutique]

I’ve had the Free Shipping Guarantee on orders over $35 for a long time (at least 2 years) and I’ve never had a problem. I’m currently also running an end of season sale. Today one order went through as normal with the applied discount and free shipping. The second order came through with the discount and was charged shipping although it qualifies for free shipping. I didn’t have any trouble during the Cyber Sale, with two discounts being offered at the same time, so this seems like a new problem. 

Im going to refund this customer the shipping cost, but I’m worried this is a technical glitch. I just happened to catch it this time, but I would feel bad if I didn’t catch it and made a customer upset about being charged. Ugh. Anyone else run into this issue? 

[quiltpanelsforyou]

Before you refund, look at the order invoice that you would print. It will show if shipping has already been refunded.

[ellainaboutique]

Thank you, yes, I did check the invoices. I even went to the issue a refund pages for all of my orders from the last couple days. All of the previous orders show $0.00 in the shipping box and this new one shows $5.50 although the purchased item was $88.00. 

[quiltpanelsforyou]

Hmmm, strange. Must be a glitch. 

Yes, I would refund the shipping too.