Removing UPS as default carrier in checkout

[AFavs]

Does anyone know how/if possible to remove UPS from the default shipping option at checkout? We don't ship via UPS so having that there is not useful. I've been told that even adding FedEx (or another carrier) won't remove the UPS portion, which we don't want even as an option (since we don't offer it). Seems crazy that this can't be removed and/or you cannot change the language to not include UPS. 

 

 

[Kimi]

Hi, @AFavs.

Do you have Shopify Shipping available on your store?

If so, the UPS rate you're seeing on checkout may be coming from one of your shipping zones under the 'Carrier and app rates' tab as seen below. 

To double check if this is the case for your store, you can follow the steps below:

1. In your Shopify admin, navigate to Settings > Shipping and delivery > Click Manage.
2. Scroll down to the Shipping zones section, and check each of your shipping zones to see if they have the 'Carrier and app rates' tab, like the one in the image above.
3. If a zone has the 'Carrier and app rates' tab available within it, you can click on it and it will reveal all of the different third-party shipping carriers that you've enabled for that zone.
4. To remove a third-party carrier rate, you can click on the Ellipsis (three dots) > Delete.

If you do decide to remove the UPS rate from your store's shipping configuration however, make sure that you've set up other shipping rates on your store so that customers are able to checkout successfully on your website.

And if you're still having trouble with locating where the UPS rate on checkout is coming from, you can contact our live support team so that we can securely access your store from our end to further investigate. 

To contact our live support team, you'll need to login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Our live support team will be able to assist you further from there.

[AFavs]

We don't use Shopify Shipping, rather we ship via a 3PL. So our rates and settings are all custom. I spoke with the live Support Team and they determined they didn't know a way to remove UPS from the checkout and recommended asking here. We're just trying to get around the disconnect the customer sees between selecting "UPS Ground" shipping and then receiving a FedEx tracking number from us. Thanks! 

[Kimi]

@AFavs

As I can't access your account via the Community Forums, I'd like to ask some further questions to gain more insights into your store's shipping configurations, to ensure that I'm understanding the situation fully:

1. Can you confirm how you've integrated your shipping rates with the third-party logistics company? Is it perhaps via a third-party shipping app from our Shopify App Store?
2. Do you then create custom rates via the third-party app, or do they provide you with the option to showcase live rates from a shipping company, like UPS, directly on your store?

For context, if you're using a third-party app to configure your store's shipping rates, they would have control over what will show up on checkout. And if you're connecting a live rate from a shipping carrier within the app, you typically won't be able to change its wording or language as each shipping carrier has specific rate names that are attached to a particular shipping service that they offer.

I'm curious to hear more about your request however — you initially mentioned that you don't want to show the UPS Ground shipping rate on checkout, as you don't actually ship using UPS. Which shipping carrier do you use for your store instead? Is it FedEx? If you're using FedEx, I'm wondering why a FedEx rate isn't showing up on checkout instead? Generally speaking, shipping rates will only show up on checkout if you've enabled the shipping carrier as an option on your store — if you're using a third-party app, is there no option within the app to disable the UPS Ground offering on checkout, if your store doesn't actually offer this? 

Keep in mind also that if you're using a third-party app to help set up and control your shipping rates, you'll need to get in touch with the app support team directly as they're best equipped to assist you with app-specific questions. So if this is the case for your store, and if you haven't already reached out to the app support team, I recommend doing this as your next step. 

[AFavs]

Hey Kimi,

Thanks again for your help. We actually don't have an integration with the 3PL to their shipping account. So we have to put in custom rates for all of our zones based on historical shipping costs by product/package size. I think because we don't have an actual shipping account connected the default is then UPS, from what I've understood. We'd just like to change that from "UPS Ground" to something generic, like "Ground Shipping" to keep it simple and not have a disconnect for the customer when we ship via FedEx or in some instances, USPS for small packages. 

Thanks again!

[Kimi]

Appreciate the added context here, @AFavs.

I'm still not able to fully visualize how your shipping rates are configured, and more importantly why the UPS Ground option is showing up on checkout if you haven't directly integrated your store with a third-party carrier-calculated shipping rate. I had initially thought the UPS Ground rate could be showing up on checkout as a default backup shipping rate, but I've crosschecked our documents and as you can see on the table in this page, a backup rate from Shopify won't show UPS as a carrier option at all.

As much as I'd like to dig deeper into this issue for you, it will require authentication to your account so that I can securely access your store from its admin, which I can't unfortunately do at this stage via the Community Forums due to security reasons.

I know you mentioned that you've contacted support previously in regards to this situation — just to make sure they've exhausted all attempts at troubleshooting your case however, can you confirm if the support person you spoke with ever contacted our internal shipping team, or escalated your ticket to the shipping team's queue? If not, I believe this should have been the next step as our shipping team may be able to offer a deeper investigation here. 

I understand you may have reservations about contacting our live support team once more about this matter. But for your next step, I do encourage you to contact our live support team about this, so that perhaps this time around the support person you will speak with can investigate your store with a completely different perspective to hopefully get to the bottom of the situation. I'd like to set the expectation, however, that it could be that the initial support person was correct — that there isn't a way to change the UPS Ground shipping rate on checkout. In saying this, I'd like for our support team to have another try at investigating the situation, especially if not all troubleshooting has been exhausted from our end.

As mentioned, because I believe that our internal shipping team should have been consulted about this situation, when you next contact our live support team you can give them the following summary of your issue to help them effectively proceed with the most appropriate next steps:

TL;DR: Would like to request that a Shopify Support team member look into my shipping configuration in more detail, to help determine why a UPS Ground shipping rate continues to show up on checkout, instead of a generic and custom shipping rate name. Where necessary, I'd also like an internal shipping team member to take a closer look into my case, as explained by a Shopify Community Staff member in this Forum post: https://shopify.link/GeZg. More information about my situation can also be found within the Forum post linked.

Thanks so much for your understanding and continued patience during this process! 

[AFavs]

Thanks Kimi! I will proceed as you've outlined. I don't know if it was escalated to a shipping team member or not previously. Will let you know how it goes from here. Appreciate your help!

[Kimi]

It's my absolute pleasure! I'm hoping our next support person, and dedicated shipping team, are able to take a closer look at your account and provide you with a solution to this situation.

If there's anything else you need help with, feel free to create another post in our Community Forums here.