FAQ

Shipping Scenarios

How many shipping scenarios do I need?

The number of Shipping Scenarios you need depends entirely on your shipping requirements.

Click here to check out some examples that can help you determine how many Scenarios you’ll need for your store.

Is there a limit to the number of Shipping Scenarios I can have?

Nope! You can create as many Shipping Scenarios as you need. Learn how to add more Shipping Scenarios here.

Can I copy an existing Shipping Scenario?

Yes! If you want to add a Shipping Scenario that is similar to an existing one, you can simply duplicate it, rename the duplicate, then make other adjustments as needed. Learn how here.

If I make changes to a Duplicate Shipping Scenario, will it change the original?

No. When you create a duplicate of a Shipping Scenario, it copies all of the settings, but it does not link them. Once you have created a duplicate of an existing Shipping Scenario, the settings for the duplicate are completely separate from the original.

Can customers see my Shipping Scenarios?

Customers can only see Shipping Scenarios when you have Visibility turned On.

You can bypass the visibility setting by making the customer first nameIntuitive‘ and last nameShipping‘ in the shipping address during checkout.

Can customers see my Shipping Scenario titles?

Nope. Shipping Scenario titles are only visible internally.

We recommend using Shipping Scenario titles that help keep you organized within Intuitive Shipping.

How do I update my Shipping Zones?

Intuitive Shipping pulls the Shipping Zones from your Shopify settings. When you make a change to your Shopify Shipping Zone, you will need to manually sync your changes with Intuitive Shipping through Settings.

Where does Intuitive Shipping get Shipping Zones?

Shipping Zones are determined by your Shopify settings. If you make changes to your Shipping Zones, you will need to manually re-sync your changes by going to Settings in the Intuitive Shipping app.

Shipping Methods

Why do I need Shipping Method combinations?

Combined Shipping Methods ensure that if a customer orders products that are in separate Shipping Scenarios, the shipping charges are blended together for a single shipping option at checkout. Without creating a Combined Shipping Method, each Scenario’s shipping charge will show up separately.

i.e. Vendor ‘A’ charges $10 for shipping and Vendor ‘B’ charges $5 for shipping.

With a Shipping Method Combination set to SUM the values, if a customer orders items from Vendor A and Vendor B, they would be charged $15 at checkout.

Without a Shipping Method Combination, if a customer orders items from Vendor A and Vendor B, they would be able to choose between a $5 or $10 shipping option at checkout.

Can I have multiple origin shipping addresses?

Absolutely! Intuitive Shipping supports unlimited shipping origin addresses. Learn how to create a multi-vendor setup here. Learn how to create a multi-warehouse setup here

Can I use Intuitive Shipping for fulfillment and printing shipping labels?

Intuitive Shipping is a powerful and dynamic shipping calculation app. Fulfillment support and shipping labels are available directly through Shopify or through a fulfillment app.

Can I use Intuitive Shipping to set a limit on the final shipping cost?

Yes! You can set the maximum or minimum amount a customer pays for shipping for each Shipping Method. Learn how here.

Carrier Calculated Rates

Do I need Shopify's Carrier Calculated Rates feature to use Intuitive Shipping?

Yes. Carrier Calculated Shipping Rates are a Shopify requirement to use all third-party shipping calculation apps.

I'm not using Live Rates. Why do I need Shopify's Carrier Calculated Rates feature to use Intuitive Shipping?

Shopify requires Carrier Calculated Shipping Rates to allow third-party calculators to have access to the checkout page. By Shopify’s definition, Intuitive Shipping is a third-party calculator. Even if you’re not using Live Rates, you’ll still need this feature for Intuitive Shipping to function.

How do I get the Carrier Calculated Rates feature?

If you are on the Advanced Shopify plan or higher, this feature is already included in your Shopify plan. If you are on the Basic or Shopify plans, you will need to contact Shopify via email, live chat, or phone to get the feature added to your plan.

How much does the Carrier Calculated Rates feature cost?

The Carrier Calculated Shipping Rates feature is $20/month a-la-carte, or you can get it added for free if you switch to annual billing, and also save 10% on your Shopify subscription.

Note: If you are on the Advanced Shopify plan or higher, this feature is already included in your Shopify plan.

I’m not using Intuitive Shipping to calculate live rates. Do I still need the Carrier Calculated Shipping feature?

Carrier Calculated Rates are a Shopify requirement for all third-party shipping calculation apps, regardless of whether or not you are using the third-party app to calculate live rates at checkout.

Which carriers are supported by Intuitive Shipping?

We currently support these carriers:

  • Australia Post eParcel
  • Australia Post Parcel
  • Canada Post
  • Canpar
  • DHL eCommerce
  • DHL Express
  • Easyship
  • eShipper
  • FedEx
  • FedEx Freight LTL
  • United States Postal Service (USPS)
  • UPS

Does Intuitive Shipping support freight carriers?

At this time we offer integration with FedEx Freight LTL. Other freight carrier integrations may be added in the future.

Why are my LTL rates not being displayed?

If your LTL (Less Than Load or ‘Less Than Truckload’) rates are not being displayed, it may be because the Billing and Origin addresses are different or because the carrier account information is missing.

LTL Freight carriers require the Billing and Origin addresses to be the same. In addition, you must include your account credentials, as LTL carriers do not provide retail rates when the account credential fields are left blank.

Can I use the FedEx Smart Post feature?

FedEx Smart Post is not currently supported by Intuitive Shipping. This option may be added in the future.

Why can't I see my delivery dates from UPS?

UPS does not provide delivery dates, so they will not be displayed when using UPS to calculate Live Rates.

Live Rates

Which Packing Method should I use?

We offer a few different packing method options:

Simplified Packing System
A value will be used to determine the combination of Packages that will be sent to the carrier API for the shipping cost calculation.

If the products you sell are generally the same size, you can typically use this method. Simplified Packaging allows you to set up tiered package sizes based on the number of items in the cart or how much the cart weighs. This lets you set up your packages without having to assign dimensions to all of your products.

Smart Boxing™ (4D Boxing)

To use this method, all products must have dimensions assigned to them. Using a 4D bin packing process, Intuitive Shipping will determine the total number of packages required to ship the order. These packages will be sent to the carrier API for the shipping cost calculation.

If your products vary in size, we recommend using this method. Smart Boxing will generate a more accurate package based on the dimensions of each product using stacking and rotation.

Package Separately

You can give dimensions to a product and enable the setting “Package Separately”.  When enabled, this product will package separately and not be packed using either Simplified Packing or Smart Boxing.  The dimensions assigned to the product will be used as the package dimensions.  These products will be added as individual packages to the total number of packages sent to the carrier API.

Can I set up shipping based on inventory availability?

Because Intuitive Shipping cannot work with dynamic data, it is not possible to set up conditions or rules based on stock levels or availability.

Can I set up shipping based on dimensional weight?

Dimensional weight will automatically be calculated by Intuitive Shipping when you enter actual dimensions and weight.

Manually entering dimensional weight is not recommended, as it could result in over-size fees or delivery restrictions.

Do I need to assign weights to my products?

Yes. In order to use Live Rates, all of your products will need to be assigned a weight, either in your Shopify settings or within the Intuitive Shipping app. If you enter a weight in both, the weight value in Intuitive Shipping will supersede the value in Shopify.

For quantity-based or weight-based packing, only weight is required. When using Smart Boxing or volume-based packing, you will need to input dimensions.

Why can't I see Live Rates at checkout?

If Live Rates are not appearing at checkout, it may be because Carrier Calculated Rates are not enabled.

Carrier Calculated Rates are a Shopify requirement for all third-party calculation apps, including Intuitive Shipping. When Carrier Calculate Rates are not enabled, we’ll display a warning banner on the Intuitive Shipping Dashboard.

If Carrier Calculated Rates are enabled and Live Rates are still not appearing, be sure to verify that your carrier account credentials and all product dimensions are entered correctly. Also check that your Shipping Scenario visibility is set to ‘On’.

To learn more about enabling Live Rates, click here.

How do I set up Smart Boxing for my Live Rate shipping method?

To set up Smart Boxing, simply create a Live Rate Shipping Method and make sure all of your package dimensions are entered and verified. That’s it! Smart Boxing is ready to go.

Why are Live Rate delivery dates from UPS not displaying?

UPS does not provide delivery dates. If you are using UPS to calculate Live Rates, delivery dates will not be displayed.

Why do I get an error message when I import dimensions for multiple products?

Intuitive Shipping lets you save time by importing dimensions for multiple products. The CSV file used to upload your dimensions uses a specific format. Making changes to the formatting – e.g. adding, removing or altering the column headings – will result in an error message during importing.

My shipment is less than 1 lb. Why is there an error with First Class Mail?

United States Postal Service (USPS) recently made changes to their weight restriction on First Class Mail. In order to ship by First Class Mail, the weight must not exceed 13 oz (0.81 lbs). Previously the limit was 16 oz (1 lb). If your Shipping Method condition is based on the total weight being less than 1 lb, but the weight still exceeds the 13 oz limit, no rate will be returned.

Conditions

What are Conditions?

Conditions allow you to define custom rules for each Shipping Scenario. This powerful feature lets you tailor your shipping costs. You can choose the availability of the Shipping Scenario based on the conditions settings:

Any Condition Below Must Be Satisfied

Any condition in the list must return true. This option is ideal for situations where one or more conditions must be met before the shipping scenario is available.

All Conditions Below Must Be Satisfied

All conditions in the list must return true. This option is ideal for situations where all conditions must be met before the shipping scenario is available.

None of the Conditions Below Must Be Satisfied

All conditions in the list must return false. This option is ideal for situations where you don’t want any of the condition settings to be met. If any of the conditions return true, the shipping scenario will return false.

Learn more about using Conditions in your Shipping Scenarios by clicking the Help button in the Intuitive Shipping app. Select Documentation from the Help button’s drop-down list, then click on Conditions in the Documentation Navigation menu.

Are Conditions mandatory?

Nope! Conditions aren’t required if you don’t have any rules or restrictions for your shipping.

How many conditions can I create?

You can create unlimited Conditions for each of your Shipping Scenarios.

Smart Boxing™ (4D Boxing Algorithm)

How do I enable Smart Boxing™?

We do it for you! All you need to do is create a Live Rate Shipping Method and make sure all of your package dimensions are entered and verified. That’s it! Smart Boxing™ is ready to go.

Do I need to assign dimensions to my products?

Yes, in order to use our Smart Boxing™ system, your products must have dimensions assigned to them.

Do I need to input my fulfillment box sizes?

Yes, in order to take advantage of our Smart Boxing™ system, you must input your fulfillment box sizes into Intuitive Shipping.

Why do I need to assign dimensions and fulfillment box sizes to use the Smart Boxing™ system?

At its core, Intuitive Shipping is a (super advanced) calculator. As with any calculator, you must provide the information you require to be calculated.

If either the dimensions of the products or the fulfillment box sizes aren’t provided, Intuitive Shipping is unable to perform a calculation.

I have thousands of products. Do I still need to input dimensions for all of them?

Yes. In order to take advantage of our Smart Boxing™ system, you must enter product dimensions into Intuitive Shipping.

You can bulk edit your product dimensions by following the instructions here.

Some of my suppliers don't provide dimensions for their products. Can I use the Smart Boxing™ system for the suppliers who do?

Yes, you can use the Smart Boxing™ system to calculate shipping for the suppliers who do provide dimensions for their products.

To achieve this, create two separate shipping scenarios. One shipping scenario for vendors who can use Smart Boxing™ and another for vendors who cannot.

Do I enter the inner wall box dimensions or the outer wall box dimensions?

When entering your package sizes, enter the inner wall dimensions of the boxes you ship your products in.

Setup

I'm using the Customer Name 'Intuitive Shipping'. Why aren't my Intuitive Shipping rates appearing?

Be sure you have the Carrier Calculated Rates feature enabled in your store.

To learn more about about Carrier Calculated Rates, go here.

How do I override the Shopify Shipping Rates at checkout?

Intuitive Shipping can’t override your Shopify Shipping Settings, which means two things:

  1. When you test your shipping setup, your Shopify Shipping Rates will still appear during test checkouts.
  2. You’ll need to delete your Shopify Shipping Rates so they don’t appear at checkout.

To learn how to remove your Shopify Shipping Rates, click here.

Will removing my Shopify Shipping Rates affect testing my shipping setup?

No! As long as your Intuitive Shipping shipping rates are appearing as intended at checkout, you can continue testing.

After you follow these steps and remove your Shopify Shipping Rates, only your Intuitive Shipping shipping rates will be available to your customers at checkout, 

I'm testing new setups. Why can't I see my updated rates?

If you’re testing a new setup on your checkout page and you can’t see the updated rates, you may need to clear the Shopify cache. Learn how to clear your Shopify cache here.

I'm testing my setups. Why can't I see Live Rates at checkout?

Carrier Calculated Rates are a Shopify requirement for all third-party calculation apps, including Intuitive Shipping. If your Carrier Calculate Rates are not enabled, you’ll see a warning banner on the Intuitive Shipping Dashboard. To learn more, click here.

Why can't I see any shipping rates being calculated or displayed?

If rates are not calculating or displaying, it could be due to one of the following reasons:

Carrier Calculated Rates are not enabled. A red banner will display on the Intuitive Shipping dashboard if third-party rates are not enabled.

Visibility is turned off. This can be General visibility of the entire app or visibility of individual Shipping Scenarios.

Intuitive Shipping is not a Carrier Service. In order for rates to be calculated, Intuitive Shipping must be added as a Carrier Service to your General Profile.

Future Services is not enabled. When adding Intuitive Shipping as a Carrier Service, the Future Services box must be checked.

An error has occurred. Check the Warnings & Errors log in Settings for any calculation errors.

Learn more about troubleshooting these issues here. If you cannot get rates to appear, please contact us for help.

Can I use quick pay services like Apply Pay, Google Pay and PayPal with Intuitive Shipping?

You can absolutely use quick pay services with Intuitive Shipping. However, quick pay services, as well as subscription services, exclude customer information. If you are using any Conditions with customer tags – e.g. for Wholesale and Retail customers – those Conditions will not be applied.

Why does my checkout process bypass shipping and go straight to the payment screen?

In your Shopify Products settings there is a checkbox that says, “This is a physical product”. If this box is unchecked, it is assumed that the product does not require shipping – e.g. a digital gift card – and no rates will be calculated. We recommend reviewing the product settings for each product in the cart where the checkout process skips shipping and goes directly to the payment screen to ensure the “physical product” box is checked.

Can I use Intuitive Shipping to split shipments?

Splitting a shipment to two separate destinations is outside the scope of Intuitive Shipping’s functionality.

If you are shipping from two separate locations – i.e. from two vendor locations, you can create a multi-vendor setup. Learn how here.

Can I add taxes to shipping costs?

Intuitive Shipping does not handle any tax calculations. For more information about how taxes are handled within Shopify, click here.

Can I use promo codes and discounts with Intuitive Shipping?

Promotion and discount codes can be managed directly through Shopify. Discounts managed through your Shopify settings are applied after shipping is calculated and are independent from Intuitive Shipping.

Alternatively you can manually apply a discount on a product or products, or you can apply a mark-down on the final shipping cost.

Do I need to let Intuitive Shipping know about my upcoming Flash Sale?

Yes! We want you and your customers to have a great experience. Flash Sales can impact the app’s performance. If we know about your sale in advance, it will help us prepare for any increase in activity. Learn more about preparing for Flash Sales here.

Settings

I made changes to my Shopify store settings. Why aren't my changes showing up in Intuitive Shipping?

If you recently made changes to your Shopify store setttings, be sure to sync your changes with Intuitive Shipping. Learn how to sync your updated settings here.

I changed the default currency in my Shopify settings. Why aren't my changes showing up in Intuitive Shipping?

Intuitive Shipping syncs with the default currency in your Shopify settings. If you recently changed your currency setting in Shopify, be sure to sync your Shop settings with Intuitive Shipping.

Re-syncing your currency does not automatically convert any existing costs. Be sure to update any costs already in Intuitive Shipping to reflect your new currency setting.

How do I sync my Shipping Zones with Intuitive Shipping?

Shipping Zones are determined by your Shopify settings. If you add or remove a Shipping Zone, be sure to sync your new settings with Intuitive Shipping. Learn how to sync your settings here.

How do I sync my custom fulfillment services with Intuitive Shipping?

Fulfillment services are determined by your Shopify settings. If you make changes to your fulfillment services, be sure to sync your new settings with Intuitive Shipping. Learn how to sync your settings here.

How do I sync my Products with Intuitive Shipping?

If you add or remove products from your Shopify store, be sure to sync your new settings with Intuitive Shipping. Learn how to sync your settings here.

How do I sync my Collections with Intuitive Shipping?

If you add or remove Collections from your Shopify store, be sure to sync your new settings with Intuitive Shipping. Learn how to sync your settings here.

Support

Can someone from Intuitive Shipping review my setup?

We absolutely can!

When you feel like your setup is complete, submit a support ticket here or from within the Intuitive Shipping app by following these steps:

  1. Click on the Help button, then click Support from the drop-down list.
  2. Enter your store name and the setup you’d like us to review in the Enquiry box, then click the Send button.

We’ll send you an Access Request for the Applications and Settings for your store. The request will come from support@intuitiveshipping.com.

After you approve the Access Request, we’ll review your setup and either make minor adjustments ourselves or we’ll send you an overview of the changes that need to be made. Depending on the complexity of your setup, we may need to schedule a one-on-one appointment to provide more details over the phone or via Skype.

Can someone from Intuitive Shipping set everything up for me?

Sure! Intuitive Shipping offers a White Glove Setup service. Learn more about it here.

I prefer to use Live Chat. Does Intuitive Shipping offer this feature?

We do! You’ll find a Live Chat icon at the bottom right of every page in the app. Simply click on it to open a chat box.

Our team is available for Live Chat from 9:00 AM to 4:00 PM EST, Monday to Friday (excluding Canadian statutory holidays). Learn more about Live Chat here.

What should I do if I have an urgent support issue?

If you experience an issue with Intuitive Shipping that is urgent, please email us and put ‘URGENT’ in the subject line.

Can I submit a support ticket from the Intuitive Shipping app?

Yes! To submit a ticket, click on the Help button in the app menu, then select Support from the drop-down list.

You can also submit a support ticket from the Help Center here.

Can I access the Help Center from the Intuitive Shipping app?

Absolutely! To return to the Help Center, click on the Help button in the app menu, then select Help Center from the drop-down list.

How long do I have to wait for a response?

We typically respond to Support Tickets within 1 business day. Email support during weekends and Canadian statutory holidays is limited.

Live Chat responses are usually provided within 15 minutes during normal Live Chat hours. If you contact us via Chat during off hours, we’ll get back to you when Live Chat resumes.

We’re available by Phone from 9:00 AM to 4:00 PM, Monday to Friday (excluding Canadian statutory holidays). Find our Support phone number here.

If you have an Urgent, business-critical issue with Intuitive Shipping, please email us and put ‘URGENT’ in the subject line. Someone will get back to you as soon as possible.

Billing

Why am I being charged for the orders I make?

We pay for top-tier server infrastructure that scales with your Shopify store. Simply put, every shipping calculation costs us money.

Will I have access to support, regardless of which billing plan I'm on?

Absolutely! All merchants, regardless of order volume, have access to email, live chat, and phone support.

Does an abandoned cart count as an order?

Nope! Only completed orders count towards your plan.

Do orders from my bricks-and-mortar store count towards my plan?

Only completed orders from your online store count towards your plan.

I exceeded the orders included in my billing plan. Will I be charged based on the next billing plan tier?

Only if you choose to upgrade to the next tier. Each Intuitive Shipping billing plan includes an additional cost per order if you exceed the order limit of the plan. If you’re only a few orders over your limit, you’re best to stay on your current billing plan.

If I exceed the orders included in my billing plan, can I still use Intuitive Shipping?

Yes! If you exceed your order limit, there is no disruption to your Intuitive Shipping service. Each Intuitive Shipping billing plan includes an additional cost per order if you exceed the order limit of the plan.

The total number of additional charges you can incur is limited by your Maximum Usage Billing Limit. See below for more details.

What is the Maximum Usage Billing Limit?

Shopify mandates that all third-party apps have a Maximum Usage Billing Limit that is chosen by the customer. It is the maximum allowable amount we are authorized to bill for overage charges – it does not apply to your regular monthly billing amount. To avoid service interruptions, we strongly encourage you to set your Maximum Usage Billing Limit to at least double your plan price.

Is the Maximum Usage Billing Limit the amount I'll be changed each month?

No. The Maximum Usage Billing Limit is the maximum allowable amount we are authorized to charge for overage.

Let’s say your monthly usage exceeds your plan limit by $10, and your Maximum Usage Billing Limit is set to $30. At the end of the billing period, you we billed the monthly plan rate plus $10 – not $30.

Will I be notified if I’m approaching my Maximum Usage Billing Limit?

Absolutely! You’ll receive a notification email when you have reached 50%, 85%, 90%, 95% and 100% of your Maximum Usage Billing Limit.

What happens if I reach the Maximum Usage Billing Limit?

Once you reach your limit, Intuitive Shipping will no longer return rates at checkout until one of the following happens:

– Your Maximum Usage Billing Limit is increased
– You upgrade your Intuitive Shipping plan
– Your next Shopify billing cycle begins

If I exceed my order limit and upgrade my plan, will I still be billed for overage charges?

Nope! If you exceeded your plan’s order limit and you’re already accruing per-order overage charges, you can still upgrade your plan before the end of your billing cycle to avoid being billed for overage charges.

How will I be billed?

Your Intuitive Shipping app charges will appear on your Shopify invoice. Learn more about how Shopify bills you here.

My sales are lower than anticipated this billing cycle. Can I downgrade to a lower plan?

Yes, only if the number of orders you have is lower than the order limit of the plan you wish to downgrade to. Your Intuitive Shipping charges will be prorated for that billing cycle, which you can learn more about here.

My sales are higher than anticipated this billing cycle. Can I upgrade to a higher plan?

Yes, you can upgrade to a higher tier at any point during your billing cycle.

When my free trial is over, do I need to re-activate Intuitive Shipping?

No! Once you activate your account, your 14-Day FREE Trial will begin. When it ends, your first billing period will begin automatically.

How do I change my primary email address?

The Primary Email address is automatically imported from your Shopify account and cannot be changed within Intuitive Shipping. To change your Primary Email, you will need to change it in your Shopify account settings.

Can’t find what you’re looking for? Contact us for help!

Updated on December 5, 2019

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