Shipping costs not populating upon checkout by customer

[a2zprepro]

Hello All! My shop is new (www.a2zprepro.com), and I have had two recent sales where the customer is not being billed anything (ZERO$$$) for shipping, however, I have the shipping parameters checked and filled out in the settings. Any clue to what I need to do? We are selling travel bags and accessories. Please feel free to give honest feedback on my store layout, products, etc. Thanks and all the best!

[Shay]

Hi @a2zprepro 

Would you be able to provide a link to the products on your store that didn't go through the checkout with shipping?

In the order details, was the customer address collected and did the customer choose a shipping rate that was free, or did the checkout bypass the shipping option altogether?

If the first one, then you will need to review your shipping rates and the parameters set for the free shipping option on your store. 

If the customer did not have to provide an address at all then most likely the product has been set to "Shipping not required", which is an option within the product details in the admin. 

If I can review these products on your store, I can confirm that for you. 

[a2zprepro]

Hello @Shay ! My customer bought this item: https://a2zprepro.com/products/leather-weekend-handbag

I do offer a discount code, located at the top of my page, for free shipping of orders over $50, however, the code was not used. It has never been used. 

Yes, the customer did leave an address for billing/shipping. 

[Shay]

Thank you for the link! I took a look and when I put a test address in for the USA, I can see a free "Economy" shipping rate for free. When testing with a Canadian address, I did not see this free shipping rate. 

[a2zprepro]

Thanks for noticing this. Can you guide me where to go to change this? I do not see an option in shipping and delivery in settings. 

[Shay · Accepted solution]

In this situation, since our community support is not able to access your admin or internal setup, I would encourage you to reach out to our live support team for help in removing this unwanted shipping rate. 

To contact our live support, please follow this link: Shopify Help Center - Get Support, sign into your store account and follow the on screen prompts to access all our live support options. From there they will be able to assist you in getting that taken care of.