Only one shipping rate showing up on checkout

Shopify Discussion

Topic summary

A merchant created a shipping profile for a subscription box product with two rates for Europe—one cheaper but slower, one more expensive but faster. However, only the cheaper rate appears at checkout when customers select France as their shipping destination, despite both rates being configured without conditions.

Troubleshooting steps taken:

  • Support confirmed the checkout only displays one rate (“subscription submission”), which doesn’t match the configured shipping profile
  • The issue appears related to the subscription app (Loop) potentially overriding or conditioning the shipping rates
  • Support escalated the case but couldn’t resolve it through live chat

Current status:

  • No solution found; the merchant believes it’s a limitation of the third-party subscription app
  • Support suggested exploring alternative subscription apps if needed
  • The thread remains unresolved with the shipping rate display issue persisting
Summarized with AI on November 24. AI used: claude-sonnet-4-5-20250929.
1

Hi all,

I created a Shipping profile for one specific product (physical subscription box).

Inside I added two shipping zones (Portugal, with a flat rate of free shipping) and Europe.

For Europe I set two shipping rates and didn’t apply any conditions to them. One is cheaper than the other because it takes less time, but they can both apply to that product.

Problem: upon checkout, if I select France, only one shipping rate shows up (the cheaper one).

For Portugal all works well and the free shipping is applying correctly.

Any ideas of what might be happening?

The shop: http://alata.pt

The specific product with this profile: https://alata.pt/products/historias-todo-o-ano

Thanks!

2

Hey, @zohia !

Thanks for sharing your question with our network.

I’d be glad to support you with this today. From my understanding, you’re concerned that only one of the rates you have set up for Europe are showing at your checkout for your physical subscription box.

I tested the same product from your website with the shipping address set in France, and I noticed that one rate was showing by the name of “subscription submission”. Keep in mind that I did use Google Translate to view the checkout in English, so please excuse me if this translation is incorrect.

17-21-95115-36756
17-21-95115-36756778×173 7.8 KB

If it is correct, however, this leads me to believe there is an actual rate set up that is applying correctly, as opposed to generic Europe-wide rates. To help me better understand the issue, and make sure I don’t miss anything, can you please provide me with a similar screenshot of your current rates in your shipping profile?

That way I can better advise and suggest next steps.

I look forward to your reply,

3

Hi Olivia,

Thanks for your help.

I’m attaching a screenshot of the rates I created for Europe for this specific product.

There are two but only one is showing up at checkout. I didn’t choose any weight or price conditions, I just set the price and the name of the rate.

TIA

4

Why can’t I attach a jpg file?

“The file type (.jpg) is not supported. Valid file types are: mpp, xls, xlsx, ppt, pptx, txt, csv, mp4.”

5

Screenshot 2022-11-18 at 15.50.51.png
Screenshot 2022-11-18 at 15.50.51.png2609×1657 324 KB

6

Thank you so much for that context, @zohia !

I went back to view the product again at checkout in the original language, and it does not match the rates you have set up in your shipping profile. In fact, it almost looks as though the rate is set up specifically within the subscription app you are using, though it is difficult to be sure without access to your store.

I invite you to connect with our live chat team in order for us to log in and further troubleshoot the shipping set up for this product.

We look forward to supporting you,

7

Thanks, it has now been reported. Let’s see if they can figure it out.

8

Thanks for that update, @zohia !

I trust that our Support will be able to diagnose the issue once they look into your store.

Please circle back with us and share the solution here for the future readers of this thread. That way anyone else running into this issue will be able to resolve it sooner.

I look forward to your reply,

9

Nothing yet. Through the chat they couldn’t solve it and they reported it. I think they are assuming it’s related to the app (Loop) and shipping being somehow conditioned by the third party.

Iff anyone finds a solution, please let me know.

10

Thank you for your quick reply, @zohia .

In that case, please await a response on your ticket for the next course of action. If at any time you need an update on your ticket, you may reconnect with the Support team and share your ticket number as a reference.

Warm regards,

11

Hi again, @zohia .

I wanted to follow up with you as it has been some time since we last spoke. Can you please confirm if you were able to resolve the issue behind this? If so, please share the solution with us here so we can update our readers.

Warm regards,

12

Unfortunately no solution, it’s probably some limitation with the subscription app.

13

Thank you for that update, @zohia .

I appreciate you taking the time to write back to us and sharing some limitations of this third-party app. If you’re interested in trying a different app, please check out the full list of subscription options at this link.

I also invite the rest of our network to share their personal feedback and recommendations.

Warm regards,