I am trying to help a friend of mine with her Shopify store. We are both Canadian and have items that ship as Oversized Lettermail. This is a custom shipping rate that we both have set up. Mine works perfectly fine, no issues. Hers has suddenly stopped working?!!!
She only offers custom rates for Canadian orders. She has 3 set up:
0.0kg - 0.2kg for $2.50
0.201kg - 0.4kg for $4.50
0.401kg - 0.6kg for $6.00
This has ALWAYS worked for her. Zero issues until recently.
I went through all of her products to ensure they all have weights. I went to the checkout with an item in my cart that weighs 0.05kg and was only shown the $6 option. I went and added a second item that weighs 0.3kg and got the “no rates available” error. I removed the weight cap on the $6 option so it’s now 0.401 and up and it fixed the “no rates available” issue and shows me the $6 option… but it should be showing me the $4.50 option.
HELLLLPPPP!!! This is only for Canadian orders. Right now, there’s no US shipping options (until we can figure this out).
She had a look at her last bill, she is on the Basic plan. It shows $29 charge and then a $20 credit… she has NO idea why!
I’ve tested the scenarios you mentioned above and was able to successfully see the correct shipping rate on checkout on all instances.
Are you able to check if there is any saved package on the store’s shipping settings? This can be located under Settings > Shipping and delivery and looks like the image below:
Because my store doesn’t currently have a saved package added, the system uses a sample box as the default package to calculate shipping rates at checkout. This sample box measures at 8.6 x 5.4 x 1.6 in, and weighs 0.0 lb.
If your friend’s store has a default package added to their store however, you’d want to double check the weight of the default package as this is added onto the shipping rate calculation on checkout. So it might be that the products you’re adding to checkout weigh 0.05 kg and 0.3 kg respectively, however if your default package weighs, for example, 0.5 kg, then there would be no shipping rates associated with the total weight on checkout because:
0.05 kg (product 1) + 0.3 kg (product 2) + 0.5 kg (default package) = 0.85 kg
As the store’s shipping rates only go up to 0.6 kg, the system then can’t assign a shipping rate to an order with a total weight of 0.85 kg and will present the ‘No rates available’ message on checkout instead.
There may be other factors that are causing this too, but we will need to access the store in order to investigate the shipping rates in more detail from our end. Because of this, I suggest that your friend get in touch with our live support team via our help centre here. They’ll need to login to their store on the help centre, and proceed to select a topic that best fits their query or situation. From there, they will be taken to a page with the heading ‘Contact support’, and they can scroll to the bottom of that page to select their preferred contact method with our team.
