Hi @MirusToys
Thank you for sharing your experience and feedback on this as well. I understand from your post that your support advisor may not have understood the issue entirely and based on what you shared I definitely want our shipping team to review this order more closely. I also want to say that you are correct that this is not a shipping label adjustment fee, as that can only apply after a package has been shipped and reviewed by the carrier.
To assist any other merchants who may be experiencing this issue, I want to share some of the best things to review before reaching out to support for a closer look. If you can confirm on your end that none of these are the cause of your label price discrepancies please continue to use the steps below to contact support and have this reviewed by our Shipping support team.
- All rates will include the default package size at the checkout as specified in the merchant’s shipping settings. If you are selecting a different package size or weight when purchasing the label, price discrepancies are to be expected.
- Using a third party app to provide rates at the checkout but buying the labels through Shopify Shipping.
- Currency conversion, example: Customer pays for their order in USD but merchant pays for labels in CAD. The resulting currency exchange makes it appear that the merchant is paying more than the customer.
If that does not resolve the problem for you, please reach out to our live support chat team and use this prompt in your live chat for assistance with this:
Hi, I am reaching out from the community forums (https://bit.ly/422xFwD)) as directed by Shay. I need to ask that an order be reviewed by your shipping team for an issue with the calculated rates at checkout being very different from the rates I am being charged at time of label purchase. I have confirmed that none of these issues are the problem:
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Package size and weight have not changed.
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I am not using a third party app to calculate my shipping rates.
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There is no currency conversion happening.
Link to customer order:
Price customer paid vs price I am being asked to pay: