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 the app as a calculated rate.

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 Customer 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 Shipping Zones.

This one is pretty straightforward.

Go to the Sync tab in the app

Click Sync Shipping Zones

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. Use the first name Bambri at checkout and [CSR] will be added to the end of all rates from the app.

Clear the shopping cart and add products to a fresh cart

You need to make sure that you were logged in as a customer and that customer had the appropriate tag assigned before adding a prodcut to the cart. If a product is in a cart before the account is logged in then the app won't know to show rates for that tag.

Check the sort order of the customer tags

In the Settings tabs there is a sort order for customer tags. The app looks through all customer tags, if you have a customer account with multiple tags that are set-up in the app, and the highest tag on the list will be used.

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 use first name Bambri at checkout, the text [CSR] 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 that your are logged in as a user with a customer tag

Verify that your are logged into an account on your shop, then check that customer account in the Shopify admin and verify that a customer tag is present that corresponds to a tag set-up in the app.