Troubleshooting Checklist

Make sure you have activated the real-time carrier rate feature on your shop.

It's a requirement that your shop has the real-time carrier rate feature enabled on the shop. If it isn't enabled, you'll see a red notice at the top of the app. Without this feature, our app ( or any others ) cannot be added a carrier service to any of your shipping zones and thus not be able to return rates at checkout.

Verify that the app is installed as a carrier service to your shipping zones.

In order for the app to deliver rates at checkout, it needs to be connected to the shipping zone for the order.

When you go to Shopify Admin > Settings > Shipping, you should see our app as an icon under each shipping zone.

If it's not there, edit the zone and add our app as a calculated rate.

Go here for step by step guide on adding the app to a shipping zone.

Make sure "Automatically offer new shipping services when they become available" is checked for the app in each zone.

1. Go to Shopify Admin > Settings > Shipping, where your shipping zones are listed.
2. Click Edit for the zone in question.
3. Scroll to the bottom where the calculated rates are listed.

You should see the text "Automatically offering future shipping services when they become available."

If you do not see that text:

1. Click Edit next to Advanced Shipping Rules.
2. Check the box "Automatically offer new shipping services when they become available"
3. Save all changes

Check to see if the app is in TEST mode. If so, use first name "Bambri" in the shipping address at checkout.

If the app is in TEST mode, you will see a yellow banner at the top of the app Test Mode is enabled.

If the app is in TEST mode, you need to use the first name "Bambri" for the shipping address at checkout to see rates from the app.

Make sure you spelled it correctly!

Go to settings and sync everything.

This one is pretty straightforward.

Go to the Settings in the app, you will see three sections Products, Fulfillment Services, and Shipping Zones.

Under each section is a button to Sync each. Sync all of them.

Then review again that you have everything set-up properly, that products assigned to the right groups, your zones appear as they should, etc.

Learn more about Syncing

Check to see if Rate Failure is enabled, and if a product in the order doesn't have a rate set-up for the shipping zone.

By default, the app will not return rates if there is a product in the checkout that does not have any shipping methods set-up in the product group it belongs to.

Locate the product group(s) the products in the order belong to.

If you see a gray badge Rate Failure Enabled next to the product group / zone in question then you know that this the issue.

To Fix:

1. Add methods to that product group / shipping zone.
2. In the app, go to Settings, scroll to the bottom and click Disable Rate Failure.

Learn more about Shopify Shipping Zone Restriction and Rate Failture.

Check to see if a carrier rate is not available in a zone.

If you add UPS Ground, USA Domestic, method to an non-US zone, and someone tries to order to a non-US zone, the UPS Ground rate will not be returned, and a group of products would have no rate, and could fail the rate entirely.

Make sure that your chosen carrier rates match the shipping zones they are added to.

Try busting the Shopify shipping cache by adding a letter to the last name of the shipping address.

Shopify employs a shipping cache. This means that when rates are retrieved for the specific combination of Products in Cart & Shipping Address, Shopify will cache the returned rates on their servers for a day or so. If the exact same combination of products/address is tried again, any changes that have been made to shipping rates will not show.

When testing, its common to run a checkout, change some rates, and simply refresh the checkout. This will now show the new rates!

So, when you are testing rates, keep adding a letter to the end of the Last Name of the shipping address. Any change at all to the address will break the cache as well.

Maybe you are seeing rates from the app, but just cannot identify them. Switch to TEST mode and [ASR] will be added to the end of all rates from the app.

When you are in TEST mode, and you have other apps/rates connected to each zone, sometimes it can be hard to tell which rates are coming from the app, and which are not.

If you put the app into TEST mode, the text [ASR] will be added to the end of each rate. This will help to you see if there are indeed rates from the app at checkout.

Go to settings and sync everything.

This one is pretty straightforward.

Go to the Settings in the app, you will see two sections Fulfillment Services, and Shipping Zones.

Under each section is a button to Sync each. Sync all of them.

Then review again that you have everything set-up properly, that products assigned to the right groups, your zones appear as they should, etc.

Learn more about Syncing

Check if the wrong rates are actually coming from the app.

In some cases you may intentionally or unintentionally have other shipping rates/shipping apps/carrier rates set-up in addition to our app.

If you put the app into TEST mode, the text [ASR] will be added to the end of each rate. This will help to you see if the wrong rates are indeed from the app.

If there the wrong rates are not from the app, then you should get rid of them by going to Shopify Admin > Settings > Shipping, then edit each zone, and delete any shipping rates from the zone that are not our app.

Try busting the Shopify shipping cache by adding a letter to the last name of the shipping address.

Shopify employs a shipping cache. This means that when rates are retrieved for the specific combination of Products in Cart & Shipping Address, Shopify will cache the returned rates on their servers for a day or so. If the exact same combination of products/address is tried again, any changes that have been made to shipping rates will not show.

When testing, its common to run a checkout, change some rates, and simply refresh the checkout. This will now show the new rates!

So, when you are testing rates, keep adding a letter to the end of the Last Name of the shipping address. Any change at all to the address will break the cache as well.

Double check the product group assignment of the products, and redo your math.

Maybe a product in the order belongs to a different product group or fulfillment service than you think it does.

Maybe you assigned the product, but never saved the update.

It's always good to go product by product and make sure the products are assigned where you think they should be.

Make sure to run a product sync in the settings screen, before doing a comb-through.

Make sure you understand the different between a regular rate and a blended rate.

The app works considerably differently depending on whether a single product group is in an order, or if there are multiple product groups in an order.

When there is a single product group in an order, the app will show all the methods you have set-up for that group.

When there is more than one product group in an order, the app will show blended rates instead.

By default, we title the base blended rate as Standard Shipping, and unless you changed the blended rate title to something else, seeing a rate for Standard Shipping, means that you have more than one product group in the order.

Learn more about blended rates

Review how the app works

Natural variance in carrier calculated shipping rates.

The exa

Maybe you assigned the product, but never saved the update.

It's always good to go product by product and make sure the products are assigned where you think they should be.

Make sure to run a product sync in the settings screen, before doing a comb-through.