Technote

(troubleshooting)
MustGather: WebSphere Commerce Shipping and Tax Calculation Problems
Problem(Abstract)
If you are having calculation problems where the shipping charge or the tax charge is not being calculated as expected, gather the information outlined below before contacting IBM support. Gathering this MustGather information before calling IBM support will help you understand the problem and save time analyzing the data.
Cause Before collecting the information described below, please confirm that you:
1. Carefully reviewed and followed the steps outlined in the Shipping and/or Tax sections in the WebSphere Commerce Information Center:
http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/index.jsp?topic=/com.ibm.commerce.user.doc/concepts/cshship.htm
http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/index.jsp?topic=/com.ibm.commerce.user.doc/concepts/ctxtax.htm
2. Refreshed the calculation registry or restarted the server after making configuration changes. Resolving the problem The following instructions describe how to collect the necessary data, and gather the required information for IBM support.

Part A: Enable tracing
Part B: Reproduce the problem
Part C: Collect all necessary data
Part D: Submit files to IBM support




Part A: Enable tracing

Consult the Enable tracing topic in the WebSphere Commerce Information Center to enable the following trace components on your environment where the problem is occurring:
com.ibm.websphere.commerce.WC_ORDER
com.ibm.websphere.commerce.WC_CALCULATION (If you are using WebSphere Commerce 6.0)
com.ibm.websphere.commerce.WC_MARKETING (If the problem is related to a shipping promotion)

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Part B: Reproduce the problem

The environment is now configured to capture the necessary data when the problem occurs. Reproduce the problem on your environment and proceed to the next step.

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Part C: Collect all necessary data

  1. Trace Files

    Collect the SystemOut.log and the trace.log files from the WebSphere Commerce server.

  2. Order and Order Item Details

    select * from orders where orders_id=<ORDER_ID>
    select * from orderitems where orders_id=<ORDER_ID>
    select * from ordadjust where orders_id=<ORDER_ID>
    select * from ordiadjust where orderitems_id in (select orderitems_id from orderitems where orders_id=<ORDER_ID>)

    Where <ORDER_ID> is the ID of the order for which the shipping/tax charges did not calculate properly.

  3. Shipping/Tax Configuration Data

    Run the MassExtract utility with one of the attached filters to collect relevant configuration data from your database. For instructions on how to use the MassExtract utility, please refer to our Information Center: http://publib.boulder.ibm.com/infocenter/wchelp/v6r0m0/index.jsp?topic=/com.ibm.commerce.data.doc/refs/rml_massextract.htm

    a) If this is a shipping calculation issue, use the following MassExtract filter:


    b) If this is a sales tax calculation issue, use the following MassExtract filter:


    c) If this is a shipping tax calculation issue, use the following MassExtract filter:

  4. Problem Description

    Describe your shipping and/or tax calculation issue in detail, outlining the actual charges and the charges you expected to see.


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Part D: Submit files to IBM support


Part D: Submit files to IBM Support

Include the information collected in Part C of the package that you send to IBM. Refer to the section called Submitting information to IBM Support in the MustGather: Read first for all WebSphere Commerce products technote for details on how to submit data to IBM.

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Cross Reference information
Segment Product Component Platform Version Edition
Commerce WebSphere Commerce Business Edition Configuration AIX, i5/OS, Linux, Solaris, Windows 5.6, 5.6.1, 5.6.1.1, 5.6.1.2, 5.6.1.3
Commerce WebSphere Commerce - Express Configuration AIX, i5/OS, Linux, Solaris, Windows 5.6, 5.6.1, 5.6.1.1, 5.6.1.2, 5.6.1.3, 6.0, 6.0.0.1, 6.0.0.2, 6.0.0.3, 6.0.0.4
Commerce WebSphere Commerce Developer Express Configuration AIX, i5/OS, Linux, Solaris, Windows 5.6, 5.6.1, 5.6.1.1, 5.6.1.2, 6.0, 6.0.0.1, 6.0.0.2, 6.0.0.3, 6.0.0.4
   

Document Information

Current web document: http://www.ibm.com/support/docview.wss?uid=swg21266265