International calculated shipping incorrect

Mherch
New Member
2 0 2

Today I received my first international order. I already had calculated shipping set up for international orders. I have the correct weight of my products, and the correct dimensions of the box in my shopify shipping settings. So why did Shopify undercharge my customer by $10? I was very hesitant to do international shipping because I knew something like this would happen. 

Replies 2 (2)
Kimi
Shopify Staff
233 30 61

Hi, @Mherch!

Are you using Shopify Shipping to receive carrier-calculated rates on your store? If so, there are a couple of different factors that may be causing this:

  1. Default package: Shopify's shipping settings include a default package that is used alongside your product weight, shipping service chosen, and customer address to calculate shipping rates. If your store is located in the US or Canada, you also have the option of adding additional package types on your shipping settings. When the system calculates shipping rates on checkout, the default package is always used to calculate the final shipping cost, even if you've added alternative package types within your Shopify admin's shipping rates. You can however, select any of your other saved package types when you purchase your shipping label once the order has come through on your Shopify admin. Because of this, shipping costs between what the customer paid on checkout versus the shipping label you pay for may vary. On checkout the customer would have their order calculated against the default package type, whereas when the order comes through on your end, if you've selected a different package type then the shipping price may increase or decrease. At this stage, there isn't a way for the Shopify admin to natively assign different package types for each orders that come in, although a third-party app like Advanced Shipping Rules should help.

  2. Check shipping service and carrier: You can also double check that the shipping service and carrier that the customer chose on checkout was the same one that you also chose when you purchased the shipping label within your Shopify admin. This is because different carriers and services would offer different rates, so a discrepancy may occur if a different service or carrier is chosen on your admin.

If you've checked for the above and are still unable to pinpoint why the the discrepancy occurs, you can get in touch with our Support Team so that we can take a look at the order from within your Shopify admin. While we're not able to provide account-specific support via the Shopify Community Forums at this time, we’d be happy to continue assisting you in this matter. You can visit our Help Centre here, then type in your question or the topic you need help with. After that, you should see the Get Support heading at the very bottom of the page, and you can click Continue to start a support request.

Kimi | Social Care @ Shopify 
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Anindita
Shopify Partner
71 1 9

Hi, @Mherch 

As @Kimi mentioned some of the factors for which it might be showing an error or incorrect address are:

Default package: Shopify's shipping settings include a default package that is used alongside your product weight, shipping service chosen, and customer address to calculate shipping rates. 

Cross Checking shipping service and carrier: You can also double-check that the shipping service and carrier that the customer chose on checkout was the same one that you also chose when you purchased the shipping label within your Shopify admin. 

Shipping Address: You can take a look at the shipping zones within Shopify settings, whether it is configured with the carrier and the rates that are calculated.

Insurance: Another aspect to take care of is whether the insurance value is getting calculated or insured. 

Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping