G’day everyone,
So I had an international customer buy a product and was charged as if the product weighed 2.2KG
When the product is 0.6KG
The rate that should have been charged is 3.25AUD/4.00NZD
Yet they were charged 16.00AUD/18.00NZD
Hey @Adam109 .
Thanks for reaching out.
I appreciate that you have provided us with screenshots as that is very helpful! Are you still experiencing this issue with the wrong shipping rate being charged at checkout?
Since I cannot authenticate you over the Community forums due to the sensitive information that is required to be shared, I am unable to look into the specifics. In this case, my suggestion in this case is to reach out to our live support by logging into your online store using the Contact Us page. This will allow us to securely verify you as the store owner.
Once you successfully login, or select the option to Continue without logging in - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor about the shipping rates and product weights.
Let me know if you have any questions.