Hello my request is urgent because the malfunction is causing us to lose customers. We noticed that the traffic to our online store dropped and started trying to figure out what was causing it. Turns out that for almost all the products on our shop it shows the same shipping costs every time, meaning they are not being calculated by the products weight. We sell transmission auto-parts so there are products that are small and weigh 2-5 pounds, and we also have products that are made of metal and are extremely heavy. When we tried purchasing a small product from our shop from a friend’s phone it displayed the lowest cost shipping as UPS ground for $30.92. This does not make since since the product weights 2 pounds and we have saved that weight on the product description. Please let us know how to fix this. We want the computer to take into account the products weight and calculate the shipping cost based on the weight. Thank you in advance.
Thank you for reaching out about this! I can definitely understand your concern. You mentioned that the shipping rates are staying the same across all products, can you let me know what steps you took to check that? I also have some questions that can help us troubleshoot further with you:
- Are you using Shopify Shipping for calculated rates?
- Are you using your own shipping account?
- Are you using a third party shipping rate provider like Shippo?
- Are you using an app like Boxify that sets different package sizes for different products?
- Have you tested the shipping rates on the shipping providers website as well to see if they align?
If you are worried that the product weights are not being utilized properly, then you can confirm that in the abandoned cart from within your admin (Orders > Abandoned Checkouts). If you open one of the abandoned carts and add .json to the end of the URL you can see what products, weights and shipping options were chosen. Whatever you see in the .json view is the data being passed to the shipping carrier for rates.
Example: /admin/checkouts/1234567890**.json**
I’d also be happy to have a look at the checkout from my end to see if I can find the issue. Please feel free to share your store URL so I can have a look.
Is your Carrier Calculated rates enabled? If not then to access your carrier-calculated rates for different carriers, there are 3 options:
- Add this feature for an additional $20/month on your current Shopify plan
- Choose a yearly subscription for your current Shopify plan, with which you can get this option for free.
- Upgrade your plan to Advanced Shopify Plan
Once you choose any of these, you can contact Shopify support to enable it in your store.
Also check the points mentioned by @Shay .