Hi there — the Shopify agent I spoke to couldn't figure this out, and I'm at a standstill as a result. Hoping someone here can figure out this very simple issue. I'm shipping a small ornament in a box that's 10.16cm x 10.16cm x 10.16cm. The weight is 0.08kg. When I go to create the label, I get two seemingly contradictory errors:
"Canada Post: Use a package larger than 14 x 9 cm to buy a Canada Post label"
"Canada Post: Use a package larger than 21 x 14 cm to buy a Canada Post label"
I don't understand this, as that's not the size package I need, and increases the shipping cost beyond what the customer paid. I haven't said that the product is larger than 10cm in the product details, as it's not. If I change the size to 14x9cm as they're asking, the cost increases and I have to pay that difference, as the customer was charged less.
Any help would be appreciated!
Doesn't seem to add up still, as I went in to Canada Post's website and printed the labels manually — as I've done before — at 10.16cm all around, and it worked. The other issue here is that Shopify is calculating shipping at checkout for ~$8 CAD, then when it forces me to increase the size of the box for the label, it charges me ~$10 CAD, causing me to lose money. There seems to be a discrepancy between Shopify and Canada Post in this sense. I can't be the only person shipping boxes at 10.16cm (or 4 inches), can I?
Greetings, @pmosteko !
If you are utilizing your personal Canada Post account, we can perform a test with the Multi Carrier Shipping Label app. Our support team is ready to assist you in resolving any issues that may arise.
However, if you are utilizing Shopify Shipping, we recommend reaching out to Shopify Support to identify the root cause of the issue.
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