Why isn't my shipping cost calculating correctly for multiple items?

[ECF-SC]

I just had a customer order off of our website and the price was not calculated correctly at all. The customer ordered (3) and what came up in their shipping value looks like what it was for (1). We are now losing money on this order due to the shipping because we have to honor what was calculated at the time of our customers order. 

I even had the settings to up the value that the customer sees by 30% and it still isn't enough. 

We can't operate our business like this and would like to find a way to make this work. 

[Skye]

Hi, @ECF-SC.

That's absolutely frustrating to have your customers undercharged for shipping. To understand how this happened, I will need a bit more information. Can you please provide screenshots of the order, the shipping rate from your shipping settings, as well as the product's weight and package dimensions. When uploading screenshots, please remove any sensitive account information. 

Generally speaking, this generally happens when the rates are not set up correctly. For example, the weight listed is not correct, or the package dimensions are too small for calculated rates. That being said, I would love to have a look so we can ensure that this does not happen again moving forward.

In the meantime, when providing the screenshots, I would love for you to provide more information about your store, as well as the store domain! That way I can help you with any other potential issues I might stumble upon.

[ECF-SC]

Skye, 

I have attached some screenshots of what the information in my system says and then what is calculated when we actually create the label on our end. Much different value. 

[Skye]

Hi, @ECF-SC.

Thank you for the attachments! Unfortunately some of the screenshots provided were very pixelated and I was unable to make them out. However, I do see that you are using Ship Station. As Ship Station is a third party app, your best solution would be to reach out directly to Ship Station for assistance as the error would be specific to their app. 

That being said, another potential option would be to use Shopify Shipping instead. When you open the order in Shopify and select Create Label, what are the rates provided by Shopify for UPS Ground?

[2fruitbearers]

Did this ever get fixed?  Same issue right now 

[MistySuds]

Hi, not sure if you ever fixed yours or not. I was having similar issues and kept changing the weights of EVERYTHING to figure this out. I removed ALL of my saved packages except 1 and removed the weight for it. That fixed the problem.

[ECF-SC]

Hello,

Changing the weight on the package didn't correct anything - we have other
sources now looking into this to get it corrected. The pricing is still way
under calculating the actual shipping value.