Where the 21 came from

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

1. A kit plus a cprod

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

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

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

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.

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

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 unchanged, cprods back to empty.

6. Orders to check

Every order placed in the five day window that had a line with no lead time saved. 34 orders in total. Sorted worst first.

The two problems are different. A ship date pushed out is the one that matters, because that date may already have gone to the customer. The 21 in the CRM Lead Time field is a reporting problem and changes nothing the customer sees.

The fix stops this happening on new orders. It does not correct these, so they need to be looked at by hand.

Links open the order in OpenMage admin, Zoho CRM and Zoho Books. You will need to be signed in to each.