Why is my shipping rate not appearing on customer invoices?

[cascadeironco]

Hi, 

We have shipping rates set up based on amount of order, with threshold of $100 set for free shipping. 

Everything works fine for our regular product orders. 

However, when we send a customer an invoice for a custom item under $100, the email the customer receives indicates $0 shipping. But when they check out, it applies the correct shipping charge. 

How can this be fixed?

Thanks

[Mac]

Hi, @cascadeironco!
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to help.

From my understanding, you set up threshold shipping for orders, and are having conflicting shipping costs when sending out an invoice for a custom item via draft order. I'd like to confirm a key detail before troubleshooting. For instance, when you create a draft order, are you updating the shipping cost to your desired amount like so?

In the pop up, you can choose a preset shipping rate or create a custom rate. Doing so will ensure that you are charging the customer the desired cost for shipping and should reflect accurately on the invoice and checkout. If you are updating this section, and are still having conflicting shipping fees, please let me know.

Talk soon!

[cascadeironco]

Thanks for your response. Yes, we choose the correct shipping rate during the order creation.

However, when the customer receives the email with the invoice and link to purchase. It shows their estimate/total and shows that shipping is $0

These are screenshots for the same order. The first from what we created on our back end. The second, the email forwarded to us by the customer and what appears for them. 

Thanks! 

[Mac]

Hi again, @cascadeironco!

Thank you for following up with that additional information.

I was able to take a closer look into this from my end and could not replicate your issue. I also confirmed that there are currently no other reports of this occurring. It's possible that there is a discrepancy in your settings, or on our back-end that is causing this issue.

I'd love for our team to take a closer look. Since we do not have access to your account through the Community forums, we’d be happy to continue assisting you through the available contact methods in our Help Center. Once you're there, log in to your account, select a topic, and scroll down to the bottom of the page to select a contact option. Be sure to have the order number ready, and you can share the link to this thread as well.

Let me know how it goes!

[BL1128]

I'm having the same issue...was this resolved?

[Mac]

Hi, @BL1128!

Thank you for joining this thread.

I understand that you are experiencing the same issue. If you have already attempted the list of troubleshooting steps shared in this thread and the issue has not been resolved, our team would be happy to take a closer look. We do not have access to your account through the Community forums. However, we can continue assisting you through the available contact methods in our Help Center.

To proceed, you can ask the Virtual Shopify Assistant to contact support. From there, it'll guide you with your next steps on how to connect with a team member. It would be helpful if you have your order number ready, and you can also share the link to this thread for reference.

Hope this helps!