I currently have it set up that I have a “rate” so that it is Free Shipping if the order is over $100. Problem is I have since added new products to my online store and those products are not included in the items that qualify for free shipping even though that “rate” says it includes any new products. As Christmas approaches I have more online sales and do not want to upset customers. Please advise on how I can fix it! Thank you!
Hey, @TwistedCC ! Welcome to Shopify Community!
It sounds like the new products you’ve added aren’t assigned to the shipping profile where you’ve set up the free shipping over $100 rate. I suggest inspecting your shipping profile in order to see if this is the case. You can follow the steps below if you need a guide in viewing the products in a shipping profile.
- In your Shopify admin, go to Settings > Shipping and delivery.
- Click Manage beside the shipping profile where you’ve added the free shipping over $100 rate.
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If this is the general shipping profile, browse through the products listed under the Products section by clicking the arrows.
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If this is a custom shipping profile, you can click the same arrows to browse the products or click Manage products so you can scroll through the product list.
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If your new products aren’t in the shipping profile where the free shipping over $100 rate is, you can fix the issue by either adding this shipping rate to the shipping profile where they’re currently assigned or transferring the products to the shipping profile where the rate is. You can go over this help doc to create a free shipping rate, while you can transfer products between shipping profiles through the following guides.
Transfer a product to a custom shipping profile:
- In your Shopify admin, go to Settings > Shipping and delivery.
- Click Manage beside the shipping profile where you want to add products to.
- Click Manage products then check the products you wish to add.
- Click Done.
- Click Save.
Transfer a product to the general shipping profile:
- In your Shopify admin, go to Settings > Shipping and delivery.
- Click Manage beside the shipping profile where the products you want to transfer are currently assigned to.
- Click X beside each product you wish to transfer to the general shipping profile.
- Click Save.
Since you mentioned upset customers, I thought I’d share an article on how to handle tricky support scenarios. Customer complaints are inevitable and they tend to happen even when you don’t expect them. They’re part of the nature of running a business, and while they can be damaging, they can also impact your business positively, depending on how you handle the complaints. There are some valuable tips shared in the article on how to respond to an upset customer, so feel free to take notes! You can access it on this page.
Let me know if you’re able to resolve the problem with the steps I shared above. If the problem still persists, I’ll help you further. Looking forward to hearing from you!
I would like someone to call me please, this is still not working. I only have one rate (the general rate) and it does not allow you to edit the products. Thank you
I’m sorry to hear the solution didn’t work for you, @TwistedCC . Since it didn’t, it’s best we access your account and take a look at your shipping settings. While we are unable to do an outbound call, you can create a support ticket and speak to us via callback by visitinghttps://bit.ly/3cJkx8V.