Solved

Why isn't my new shipping rate showing at checkout?

Benn43
Visitor
3 1 1

Hi, 

I have recently added a new shipping rate to my site. All shipping is a flat rate based on weight, for a domestic zone (the UK).

 

The new rate is set at 0.01kg to 0.07kg at £2.00, but products that have the weight set to 0.05kg don't show this shipping rate at checkout, they show the 'next one up' which is 0.08kg - 2.9kg at £4.00.

 

No idea why this is happening but its caused a number of customer complaints. 

 

Can any one offer a fix/ what I may have set up wrong? 

Accepted Solution (1)
Benn43
Visitor
3 1 1

This is an accepted solution.

Hi Elias,

 

Adjusting the default package settings has sorted the issue. It appeared that because I was setting up a shipping rate for a very low range of weight, 50 grams to 100 grams, rather than 1kg to 2.5kg as is more usual for my store, the default package weight was now affecting the shipping rates where it hadn't mattered before. 

 

Many thanks for your assistance. 

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Replies 2 (2)

Elias
Shopify Staff
2897 285 499

Hey, @Benn43.

 

Thank you for reaching out and bringing this to our attention.

 

There could be some factors that could be causing this issue, such as the weight from the default package or the system simply needed more time to reflect these changes. If your default package has a weight, then you'll also need to include this in the total weight of your cart for the correct shipping rates to appear. Just to confirm, are you still experiencing this issue? If so, then do you have a weight added to your default package?

 

If the issue continues to persist and is not related to the default package, then it looks like we'll need to access your account in order to resolve this issue. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to further assist you through live chats or emails. Please visit the Shopify Help Center and login to your account to create a support request.

 

I noticed that you're a new member of our Shopify Community! Once you've resolved this issue with our live Support team, I'd love to hear more about your business and share some resources to help you get started. What kinds of products are you selling? Do you have a marketing plan prepared for your store?

 

Elias | Social Care @ Shopify 
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Benn43
Visitor
3 1 1

This is an accepted solution.

Hi Elias,

 

Adjusting the default package settings has sorted the issue. It appeared that because I was setting up a shipping rate for a very low range of weight, 50 grams to 100 grams, rather than 1kg to 2.5kg as is more usual for my store, the default package weight was now affecting the shipping rates where it hadn't mattered before. 

 

Many thanks for your assistance.