Where the 21 came from

Real orders from the live store, before and after the change. 16 Sep 2026

Every product in the store has a lead time saved on it, the number of days it takes to make. A garage kit might say 5 days, a bigger one 10. A small number of products have no lead time saved: 153 out of 82,459, and 21 of those have actually been ordered in the past year. The ones you will see most are cprod (Custom Product), engineering-services and prd (Premium Delivery). Whether they ought to have one is a separate question. What matters here is what the system does when the field is empty.

1. A kit plus a cprod

This is the shape of Tina’s order. Same kind of order either side of 10 September.

Before 10 Sep

order	placed	each line, and the lead time saved on that product	CRM Lead Time
100096614	19 Aug	`SBSQ24241406-KB24`→10 days `cprod`→none stored `engineering-services`→none stored	10	a kit, a cprod and an engineering line
100095192	10 Jul	`FBSK16361505-R`→10 days `cprod`→none stored	10
100095690	24 Jul	`cprod`→none stored `SBSQ24301406-R`→10 days	10

After 10 Sep

order	placed	each line, and the lead time saved on that product	CRM Lead Time
100097752	11 Sep	`FBSQ24240905-KB24`→10 days `cprod`→none stored	10, 21	Tina’s order
100097896	15 Sep	`LSM1121808061WD-212`→5 days `cprod`→none stored	5, 21
100097901	15 Sep	`designer-app`→5 days `cprod`→none stored	5, 21

Before, one number, and it is the kit’s. The cprod has no lead time saved, so it was left out of the list. After, the cprod contributes a 21.

Order 100096614 from August is the closest match to Tina’s. It has a kit, a cprod and an engineering-services line, and it still reported only 10. The engineering line added nothing.

On Tina’s order the kit shows 10 days. The product itself has 5 saved on it, but Scott’s Lead Time Manager setting for 2x3 garages was changed to 10 on 10 September and that setting wins. That change is deliberate and correct. It is only the second number, the 21, that is wrong.

2. A cprod on its own

Before 10 Sep

order	placed	each line, and the lead time saved on that product	CRM Lead Time
100097667	10 Sep	`cprod`→none stored	(empty)
100097633	09 Sep	`cprod`→none stored	(empty)

After 10 Sep

order	placed	each line, and the lead time saved on that product	CRM Lead Time
100097897	15 Sep	`cprod`→none stored	21
100097893	15 Sep	`cprod`→none stored	21

With nothing else on the order there is nothing to list, so the field was empty. After the change it reads 21.

3. Why it happened

The CRM Lead Time field is a list, not a total. It holds one number per line on the order, separated by commas. Two lines of 10 days each read as 10, 10. It has no way to show what a number belongs to, and it never adds them up.
A line with no number is left out of the list. That is why a cprod on its own left the field empty, and why a kit plus a cprod showed just the kit’s number.
On 10 September we changed how that number is looked up. The goal was to make Scott’s new Lead Time Manager settings flow through to ship dates and the CRM, instead of only showing on the website. That part works.
The new lookup can never answer “nothing”. The old one returned nothing when a product had no lead time saved. The new one always returns a number, and when a product has none of its own it falls back to a store-wide default. That default is 21 and has been set to 21 since 2019.
So every product with no lead time saved started reporting 21. Twenty-one of them have been ordered in the past year, between them touching about 2,133 orders. By volume the main three are Custom Product, Engineering Services and Premium Delivery, but roof screws, touch up paint and a couple of sidewall kits are in the same group. None of them had ever reported a number before.
Almost everything else was unaffected. 153 products out of 82,459 have no lead time saved, so 99.8% of the catalogue never reaches the fallback. Every kit has a real lead time, which is why the kit numbers above are the same on both sides.

The actual code change, for the record

- $product->getLeadTime()                      // returns nothing when none is saved
+ Mage::helper('shop')->getLeadTime($product)  // returns the 21 default instead

Two call sites in the file that builds the Zoho payload. The fix adds a third option, a lookup that can still answer “nothing”, and points those two lines at it.

4. What happened when

10 Sep, 14:35Code change, PR #2350 The lookup was swapped, for the Lead Time Manager reason above. This is what put a 21 on lines that have no lead time.
10 Sep, 15:04Lead time setting changed Garage 2x3 set to 10 days. Deliberate, working correctly, and the source of the 10 in Tina’s screenshot.
15 Sep, 22:27Fix, PR #2358 A product with no lead time reports nothing again. The engineering path was not touched.

5. After the fix

Kits, 16 Sep

order	placed	each line, and the lead time saved on that product	CRM Lead Time
100097928	16 Sep	`2x3-HE-5`→10 days	10
100097924	16 Sep	`PVM014270090`→5 days	5

cprods, 16 Sep

order	placed	each line, and the lead time saved on that product	CRM Lead Time
100097925	16 Sep	`cprod`→none stored	(empty)
100097912	15 Sep	`cprod`→none stored `prd`→none stored `engineering-services`→none stored	(empty)	our test order

Kits unchanged, cprods back to empty.