Shipping/Buy Shipping Label

Solved
NBN
Tourist
3 0 0

My customer shipping (paid) does not match what Shopify is asking me to pay for the shipping label? For example, my customer paid $4+ for shipping and shopping is asking for ~$8.

 

Why am I being asked to pay more than what I collected from the customer for shipping? I have ensured all the products had the correct weight. What did I miss? Please assist.

Accepted Solution (1)

Accepted Solutions
Kimi
Shopify Staff
233 31 63

This is an accepted solution.

Hi, @NBN!

Are you using Shopify Shipping to receive carrier-calculated rates on your store? If so, there are a couple of different factors that may be causing this:

  1. Default package: Shopify's shipping settings include a default package type that is used alongside your product weight, shipping service chosen, and customer address to calculate shipping rates. If your store is located in the US or Canada, you also have the option of adding additional package types on your shipping settings. When the system calculates shipping rates on checkout, the default package is always used to calculate the final shipping cost, even if you've added alternative package types within your Shopify admin's shipping rates. You can, however, select any of your other saved package types when you purchase your shipping label once the order has come through on your Shopify admin. Because of this, shipping costs between what the customer paid on checkout versus the shipping label you pay for may vary. On checkout, the customer would have their order calculated against the default package type, whereas when the order comes through on your end, if you've selected a different package type, then the shipping price may increase or decrease. At this stage, there isn't a way for the Shopify admin to natively assign different package types for each orders that come in, although a third-party app like Advanced Shipping Rules should help.

  2. Check shipping service and carrier: You can also double check that the shipping service and carrier that the customer chose on checkout was the same one that you also chose when you purchased the shipping label within your Shopify admin. This is because different carriers and services would offer different rates, so a discrepancy may be seen if it doesn't match.

If you've checked for the above and are still unable to pinpoint why the the discrepancy occurs, you can get in touch with our Support Team. While we're not able to provide account-specific support via the Shopify Community Forums at this time, we’d be happy to continue assisting you in this matter. You can visit our Help Centre here, then type in your question or the topic you need help with. After that, you should see the Get Support heading at the very bottom of the page, and you can click Continue to start a support request.

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Reply 1 (1)
Kimi
Shopify Staff
233 31 63

This is an accepted solution.

Hi, @NBN!

Are you using Shopify Shipping to receive carrier-calculated rates on your store? If so, there are a couple of different factors that may be causing this:

  1. Default package: Shopify's shipping settings include a default package type that is used alongside your product weight, shipping service chosen, and customer address to calculate shipping rates. If your store is located in the US or Canada, you also have the option of adding additional package types on your shipping settings. When the system calculates shipping rates on checkout, the default package is always used to calculate the final shipping cost, even if you've added alternative package types within your Shopify admin's shipping rates. You can, however, select any of your other saved package types when you purchase your shipping label once the order has come through on your Shopify admin. Because of this, shipping costs between what the customer paid on checkout versus the shipping label you pay for may vary. On checkout, the customer would have their order calculated against the default package type, whereas when the order comes through on your end, if you've selected a different package type, then the shipping price may increase or decrease. At this stage, there isn't a way for the Shopify admin to natively assign different package types for each orders that come in, although a third-party app like Advanced Shipping Rules should help.

  2. Check shipping service and carrier: You can also double check that the shipping service and carrier that the customer chose on checkout was the same one that you also chose when you purchased the shipping label within your Shopify admin. This is because different carriers and services would offer different rates, so a discrepancy may be seen if it doesn't match.

If you've checked for the above and are still unable to pinpoint why the the discrepancy occurs, you can get in touch with our Support Team. While we're not able to provide account-specific support via the Shopify Community Forums at this time, we’d be happy to continue assisting you in this matter. You can visit our Help Centre here, then type in your question or the topic you need help with. After that, you should see the Get Support heading at the very bottom of the page, and you can click Continue to start a support request.

Kimi | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post