My customer paid $0 for economy shipping

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Hello guys! I hope someone can help me...


My customer paid $0 for economy shipping and it actually costs $5.74.

I scale everything and it has right weights at the product details.

I have to cover the shipping cost after I gave so much discounts and I need to know why my customer didn't have to pay because it happend before .


Thank you,




Reply 1 (1)
Shopify Staff
Shopify Staff
1604 137 281

Hi, @3bears!


Welcome to Shopify Community.

Thank you so much for sharing your question with our network. I'd be glad to offer you personalized support with this today. 


To better assist, can you please provide the following:

  • A link to the product, along with the shipping region your customer used
  • If you have been able to recreate the issue through testing the product at checkout yourself
  • How do you have shipping rates set up for your product, particularly the product that was sold?
  • Are you using a shipping app, or Shopify's built in shipping profiles?
  • If you are using shipping profiles, a screenshot example of the rate that should have applied at checkout

With that, I can better guide and offer appropriate troubleshooting steps towards a solution. I look forward to connecting with you soon.


Warm regards,

Olivia | Social Care @ Shopify 
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