I can’t figure out why my calculated rates for UPS are so wrong. Someone from Alabama just chose UPS 3 Day Select for an item that weighs 3.9 oz. I assume they can’t get USPS delivery because that costs $4.98. They paid over $54 for shipping instead. I just checked a heavier item that costs $22 to ship by USPS is $101 to ship UPS.
How can I fix this? Thanks in advance.
Hi Hilary,
The issue you’re having could be related to the package size. Shopify lets you enter multiple package sizes, but only allows you to select one ‘default’ package for rate calculations. That means, even if the order isn’t shipping in that box, it’s what is being used to calculate the rate. Since carriers calculate rates by dimensional weight, which factors in both package size and package weight, it is possible for heavier items that ship in small boxes to cost less than lighter items that ship in larger boxes.
UPS also does address validation. They don’t always offer every service to all zip codes, or it may cost more to ship to certain zip codes, particularly in rural areas, so rates that are being displayed could be a result of where the customer lives.
When you go to print the label for shipping, are you getting similar costs to what your customer paid? If it’s significantly lower for you to pay for the label than what your customer is paying at checkout, check to see if the package size and weight you’re entering matches what was used to calculate the cost at checkout. If the ‘actual’ shipping container is a lot smaller than the ‘default’ in your Shipping and delivery settings, that could the main reason for the rates being so high.
Best regards,
Ron
Thanks for replying, Ron.
For me to ship this small item by UPS using stamps.com it costs $21 and change. I checked the calculated rates for a much heavier package and the cost was over $100. I know I’ve shipped that item for way less. Do you know where to check on the package size that is used to calculate the shipping?
No problem! Hopefully this is helpful.
To find your default package size, click on ‘Settings’ in your Shopify admin, then click on ‘Shipping and delivery’.
Scroll down the ‘Shipping and delivery page’. You should see ‘Packages’ below the ‘Local pickup/delivery’ settings area.
Look at your list of packages. The one that has ‘This package is used to calculate shipping rates at checkout’ below it is the one that is being used for every order. If you want to change the box being used, click ‘Edit’ on the box you want to use, then click the ‘Use package…’ checkbox at the bottom of the Edit popup. Again, Shopify only lets you use one box for calculations, so you have to make sure it’s suitable as a ‘catch all’, even if it isn’t ideal for each individual shipment.
Best regards,
Ron
Thanks. The size that they use to calculate is 12x8.75x6. The package I sent was a small envelope about 10.5"x7". It just doesn’t make sense that a package that size weighing 3.9 oz would cost over $54. Something just doesn’t add up.
I would recommend trying that default package size (with the weight) on UPS.com to see what they quote you for the same address. The package referenced has a fair bit more volume than the envelope (630 cubic in vs 18 cubic in, assuming the envelope has a max thickness of about ¼"), and you may find that’s enough to drive up the cost. If however you get a quote from UPS that is still a fair bit lower, then it’s likely some other factor like the address. I would recommend reaching out to UPS support, or your account manager if you have an account with them. They might be able to identify something I’m not able to see.
Best regards,
Ron
With that weight and size it costs $10.72 for 3 Day Air which is what he paid $54 for.
Are your rates at checkout from Shopify or from your own UPS account?
My apologies, you said that previously. I would recommend reaching out to their support team as there may be something on your account settings that is inflating prices. Some of our users have experienced inflated rates because they didn’t have ‘Rating API’ configured on their UPS account. Perhaps Stamps has a similar setting, or it could be something else. It’s quite a significant discrepancy, and as you said, something isn’t adding up. Hopefully they can identify something on your account.
If they’re able to provide a solution, please let me know. I’m curious to understand what’s causing the issue, and there may be other users going through something similar. I’m sorry I wasn’t able to be more helpful.
Best regards,
Ron
Thank you, Ron. I will do that.
Okay, support was able to help me. I guess I have a ups account that was connected. I switched to shopify rates and it fixed the problem.
Hi, @Hilary_Ohm .
Thank you for reaching out, and thank you, @Ron-Anderson , for all your help!
I’m so glad you could fix the shipping issue you were having. Please let us know if you have any further questions or concerns, and we would be happy to help.
I would love to learn more about your business. What type of products do you sell?
Hi Emily,
Thank you.
We sell water filters and accessories for the outdoors and for the home. My store is at highwaterfilters.com.
Best regards,
Hilary
Thanks for all your help, Ron.
My pleasure! I’m happy to hear Stamps was able to help you get the issue resolved.
It was actually shopify support who helped me. 
Hi, @Hilary_Ohm .
Your store looks great! Thank you for sharing. Please let us know if you have any further questions. We would be happy to help you!
Thank you, Emily.
Hi hillary
I am wonder how are you doing your shipping? I have installed the Carrier Calculate Shipping but i am afraid i will have the same problem than you. I have 6 different box sizes and the weight does not matter when you need a rate. How are you doing it?