Good afternoon,
Just wanted to see if anyone else has been having issues with customers being undercharged for shipping lately?
My settings are set to Carrier Rates and I also add on a $0.50 handling fee. Never had an issue for over a year and I first noticed a customer being undercharged around December. It was then happening consistently since then for UPS only. USPS has been calculated perfectly.
I was told by support that “Rates must have increased since the order was made”. Last month I contacted support again about it and was told that once more. I then used the customer’s address to recreate the order and proved the issue of undercharging. She checked my settings and all seemed correct. Default box size was good, etc. They were supposed to look into it.
Fast forward today and it happened again…
As you can see here the customer was charged $7.58 but should have been charged $9.33 (The $8.33 + the 0.50 handling fee). Contacted support again to report the issue. This time, I get made to seem like I should add additional CSS or fees to charge the customer correctly. But if I’m using calculated Carrier Rates based on weight and box size, why should I need to make adjustments on my end? Why is it not charging correctly?
Again, this is just UPS with the issue. All USPS rates have been correct.
Anyone else with this issue?