Live shipping stopped working on my Shopify store, which is being used with Printful. I’m now being told by chat support that Basic Plan users that pay annually no longer get live rates.
Is this true?
I then asked to add this option to my account given that I have seen on these message boards that it can be done for an additional $20 fee per month, which is ridiculous, but I was willing to do it. I was advised that even this is not possible and that I have to upgrade to the Shopify plan in order to do that.
This is all very confusing to me, I don’t know if I’m talking to a bot or not.
Can someone from Shopify clarify what is going on here? I was never notified of this change and I’m losing orders because of it.
The information provided by the advisor is correct to an extent. It is true we no longer provide Carrier Calculated Shipping to Basic Plan merchants even if they are on the Annual Plan. That being said, if you were on the Basic Annual Plan prior to January 1st 2023 you will be grandfathered into the program and still be able to receive Carrier Calculated Shipping.
As I stated, my Live Shipping Rates stopped working at some point. So I did not get grandfathered in, even though I was paying for the Basic plan annually. I tried to explain this to the customer service person via chat to no avail! It was incredibly frustrating. It would be simpler to talk with someone, but that is apparently no longer possible, which is also problematic.
I just want to get this resolved as quickly as possible. The rep was adamant that Live Shipping would only be available if I upgraded.
I have to say the way the Live Shipping option is being handled is simply confusing and bad business. There is still information on these discussion boards that state clearly the old policies, with no update to those threads indicating anything has changed. This causes confusion. I did for me. Also, there is zero mention of the updated policy change as of Jan 1 2023. Was this sent to users? Was a corporate press release sent out? There was zero communication, which is unacceptable.
Live shipping rates are such a basic e-commerce function that Shopify should simply add it to ALL levels of service, period, rather than offering it as this opaque, ever changing policy, that never gets communicated to customers.
As for my account, what do I need to do to ensure Live Shipping is re-activated for my store given I should be grandfathered in?
I definitely understand the frustration you feel. I would be upset as well. I understand you weren’t grandfathered in, I was stating you should have been had you had live shipping rates. The only way it would/should have been removed is if you downgraded at some point after January.
While I don’t have access to your account, I can confirm with 100% certainty that if you did not downgrade after January our live advisors can add CSS back to your account. As such, please reach out to our live team again and if there is any push back please provide them a link to this thread as verification. If the advisor has any confusion they can reach out to me directly via our internal channels. Another option is to reach out via Twitter regarding the situation as our team will be able to involve our Merchant Advocacy team to make sure CCS is re-enabled in your account.
I understand the above isn’t ideal, however my hands are tied in what support I can provide via public channels.