| 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.
|
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.
| 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 |
- Trace Files
Collect the SystemOut.log and the trace.log files from the WebSphere Commerce server. - 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. - 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:
- 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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| 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