Not sure which version you’re using? Find out here.

If rates aren’t being calculated or displayed by Intuitive Shipping, here are some things you can do to troubleshoot.

Check For Errors

It is possible that rates are not being calculated or displayed due to an error. To see if recent shipping calculations are resulting in errors check Warnings & Errors.

1) Click Settings on the main menu.

2) Scroll down to the Warnings & Errors section.

3) Review the error messages. If there are no recent error messages, continue to the next troubleshooting step. If a recent error is displayed and you are unsure why or you’re not sure what it means, please contact us or submit a support request through the app.

The most recent error messages are displayed at the bottom of the list. You may need to scroll down to see the most recent error.

Live Support appointment requests and email support requests can be submitted directly through the app. Click Support on the main menu.

Check Visibility Settings

Intuitive Shipping lets your control the general visibility of your entire setup as well as the visibility of individual Shipping Scenarios. Here’s how to check both.

Check General Visibility Settings

After you activate your account, you can hide Intuitive Shipping from your customers to conduct any last-minute or emergency testing on your Scenarios. Once your testing is finished, you will need to turn visibility on for Intuitive Shipping to display rates to your customers.

1) Click Dashboard on the main menu.

2) Check the top of the Activity Dashboard for the yellow warning banner titled ‘Intuitive Shipping is Currently Off’.

3) If the banner is displayed, click Settings on the main menu.

4) In the General section, confirm that Visibility is set to On (green). If Visibility is On, skip ahead to Check Shipping Scenario Visibility Settings. Otherwise, continue to Step 5.

5) If Visibility is Off (green), click On to toggle the setting.

6) Click the Save Settings button at the bottom of the page to save your Visibility settings.

Check Shipping Scenario Visibility Settings

Each Shipping Scenario in Intuitive Shipping has its own Visibility setting. By default, Visibility is set to On when you Create A Shipping Scenario. However, Scenario Visibility can be toggled on and off manually, so it’s possible that Visibility was turned off in error or left off inadvertently.

1) Click Shipping on the main menu, then select Scenarios from the drop-down list.

2) Check the current Visibility setting for each of your Shipping Scenarios. Under the Visibility heading, either ‘On‘ or ‘Off‘ is displayed beside each Scenario.

‘Off’ is displayed in red text.

3) If a Scenario is set to Off, but you want it to be visible, click Edit beside the Scenario.

4) Toggle the Visibility setting to On (green).

5) Click the Save button at the bottom of the Edit Shipping Scenario page to save your Visibility settings.

6) Repeat Steps 1 to 5 for each Scenario that needs to be made visible.

Check Shopify Settings

Shopify automatically adds Intuitive Shipping to your General Profile as a Carrier Service when you install the app. If you removed Intuitive Shipping from your General Profile you will need to add Intuitive Shipping again through your Shopify Settings.

1) Click Settings at the bottom of the left sidebar in your Shopify store.

2) Click on Shipping and delivery.

3) Click Manage rates beside General Shipping Rates in the Shipping section at the top of the page.

4) Confirm that all of your Shipping Zones have Intuitive Shipping listed as a rate provider.

If all of your Shipping Zones do have Intuitive Shipping as a rate provider, you can also check to ensure that Future Services is enabled. To do this, skip ahead to Check Future Services Settings. Otherwise, continue to Step 5.

5) For any Shipping Zones that do not have Intuitive Shipping listed, click the Add rate button.

6) In the Add rate popup box, select Use carrier or app to calculate rates

7) Select Intuitive Shipping (Rates provided by app) from the drop-down list.

8) Ensure that the check box under Future Services is checked.

If this box is not checked, Intuitive Shipping will still calculate rates, and they will appear in the Activity Dashboard, but they will not be displayed to your customers at checkout.

9) Click the Done button to save your settings.

10) Repeat Steps 1 to 9 to add Intuitive Shipping as a Carrier Service to each Shipping Zone in your General Profile.

Check Future Services Settings

If you confirmed that all of your Shipping Zones include Intuitive Shipping as a rate provider, you can still check to ensure that the Future Services box is checked.

When Future Services is not enabled, Intuitive Shipping will still calculate rates, and they will appear in the Activity Dashboard, but they will not be displayed to your customers at checkout.

1) Under any Shipping Zone, click the three dots beside Intuitive Shipping (Rates provided by app).

2) Click Edit Rate on the drop-down list.

3) Ensure that the check box under Future Services is checked. If it isn’t, add a checkmark.

4) Click the Done button to leave or save your settings.

5) Repeat Steps 1 to 4 for each Shipping Zone.

Enable Carrier-calculated Shipping

Shopify requires the third-party Carrier-calculated Shipping Rates feature to be enabled in your Shopify settings when using any third-party shipping calculation app, including Intuitive Shipping – even if you’re not using live rates from a carrier – e.g. Fed Ex, USP. If third-party rates are not enabled, you will see a red warning banner on the Intuitive Shipping dashboard.

Shopify’s Carrier-calculated Shipping Rates feature is required to us Intuitive Shipping, even while you’re in Testing Mode.

1) Click Dashboard on the main menu.

2) Check the top of the Activity Dashboard for the red warning banner titled ‘Third-Party Calculated Shipping Rates’.

3) If the red banner is displayed, contact Shopify.

Check Carrier-Calculated Rates Status in Shopify

In some rare cases, the red banner is not displayed, even though the Carrier-calculated shipping rates feature is not enabled. If the red banner is not displayed on the Activity Dashboard, you can also verify your Carrier-calculated Shipping Rates status in your Shopify Settings.

1) Click Settings at the bottom of the left sidebar in your Shopify store.

2) Click on Shipping and delivery.

3) Scroll to the bottom of the Shipping and delivery page.

4) In the Carrier accounts and fulfillment services section, click on Manage integrations.

Manage integrations may not be displayed on your Shipping and delivery page.

Instead, your Carrier accounts and Custom order fulfillment settings may be accessible directly from the Shipping and delivery page.

5) In either situation, If you are prompted to Enable third-party calculate rates at checkout on the screen, the feature has not yet been enabled.

If you do not see this prompt displayed, the feature is already enabled. Skip to the next section and continue reading this guide to resume troubleshooting.

6) To enable this feature, click the Upgrade your plan button and follow the instructions provided. Or, click Learn more to be taken to the Shopify Help Center.

Enabling third-party calculated rates at checkout is a Shopify requirement if you are using any third-party rate calculator, including Intuitive Shipping, even if you’re not planning to connect Intuitive Shipping to a live rate carrier – e.g. FedEx, UPS. The feature is USD $20.00 per month if you are on the ‘Basic’ or ‘Shopify’ plans. If you change your plan to annual billing, Shopify will add the feature at no additional cost – and they will discount your plan by 10%.

To learn how to enable Carrier-Calculated Rates, click Learn more as prompted to be taken to Shopify’s Help Center guide. You will need to contact Shopify directly to have this feature enabled.

If you change your Shopify billing plan to annual billing, you must still contact Shopify to have the Carrier-Calculated Rates feature enabled.

It is not enabled automatically.

If you are on the ‘Advanced’ plan or higher, the feature is already included with your plan and enabled. No further action is required.

Submit A Ticket

If you have completed the Troubleshooting steps and your rates still aren’t appearing, please click here to submit a support ticket or request assistance through the Support page in the app. We’ll be happy to investigate the issue further!

Not sure which version you’re using? Find out here.

When you installed Intuitive Shipping, you were automatically put into Testing Mode. Intuitive Shipping is free to use in Testing Mode, and it doesn’t count towards your free trial. Your free trial doesn’t begin until you activate a billing plan.

You can continue to use Intuitive Shipping indefinitely, for free, in Testing Mode, so take as much time as you need to complete your setup. After you finish setting up Shipping Scenarios and shipping methods – and any other things you might need, like custom shipping prices by product and combined shipping methods, you can easily test Intuitive Shipping without making your setup live to customer.

While you are in Testing Mode, Shipping Scenarios and rates from Intuitive Shipping are not visible to customers, regardless of the Visibility settings.

Test Your Setup

1) Go to your store’s website, add products to the cart, then proceed to your store’s Checkout page.

2) Use Intuitive Shipping as the customer’s first and last name. This will allow your Intuitive Shipping rates to appear as your customer will see them when you activate your account.

3) Complete the Shipping address form by adding a test address.

You can use a real or fake street address as long as the Postal code or Zip code is authentic.

If you currently have shipping rates set up in your Shopify Shipping & delivery, those rates will appear along with rates from Intuitive Shipping.

This is normal. Only you can see the rates generated by Intuitive Shipping while you’re in Testing Mode. Your customers cannot see rates from our system and will continue to see rates coming from Shopify – or another third-party rate provider if you’re using one – until your Intuitive Shipping account has been activated.

If you’re using Intuitive Shipping to create Wholesale/ Retail Shipping Pricing, Loyalty Shipping Tiers, Subscription Pricing, etc., you will need to create a Customer Account with the name ‘Intuitive Shipping’, and assign the appropriate customer tag(s) – e.g. ‘wholesale’.

Enable Carrier-Calculated Rates

When testing new or updated Shipping Scenarios, you’ll need to make sure that Shopify’s third-party carrier-calculated shipping rates feature is enabled on your Shopify account. If it isn’t enabled, your shipping rates will not appear at checkout, even in Testing Mode. In addition, you’ll see a red banner on the Intuitive Shipping Dashboard.

In certain cases, the red banner will not appear even when the carrier-calculated shipping rates feature is not enabled. This sometimes happens if the feature had been enabled, but has been inadvertently disabled.

To confirm the status of carrier-calculated shipping rates:

1) Go to the Shopify admin page, then click Settings on the admin sidebar menu.

2) Click on Shipping and delivery in the Settings sidebar menu.

3) Scroll down to the bottom, then click Manage integrations in the Accounts and integrations section.

Manage integrations may not be displayed on your Shipping and delivery page.

Instead, your Carrier accounts and Custom order fulfillment settings may be accessible directly from the Shipping and delivery page.

In either situation, if you are prompted to Enable third-party calculate rates at checkout on the screen, the feature has not yet been enabled.

Enabling third-party calculated rates at checkout is a Shopify requirement if you are using any third-party rate calculator, including Intuitive Shipping, even if you’re not planning to connect Intuitive Shipping to a live rate carrier – e.g. FedEx, UPS. The feature is USD $20.00 per month if you are on the ‘Shopify’ plan. If you change your plan to annual billing, Shopify will add the feature at no additional cost – and they will discount your plan by 10%.

To learn how to enable carrier-calculated shipping rates, click Learn more where prompted to be taken to Shopify’s Help Center guide. You will need to contact Shopify directly to have this feature enabled.

Changing your Shopify billing plan to annual billing does not automatically enable carrier-calculated shipping rates. You must contact Shopify directly and request to have the feature enabled.

If you’re on the ‘Lite’ or ‘Basic’ plan, this feature is no longer available as a paid add-on and you must upgrade to the ‘Shopify’ plan. However, if you are already on one of these plans and had the feature enabled, it has be grandfathered in.

If you are on the ‘Advanced’ plan or higher, the feature is already included with your plan and enabled. No further action is required.

Clear the Shopify Cache

When testing updated Shipping Scenarios or shipping methods, you may need to clear the Shopify checkout cache in order to see updated rates.

Let’s say you want to run a new test checkout immediately after a change has been made in Intuitive Shipping. Before you re-run the test calculation, change the street address slightly.

For example, if you used the street address ‘123 Main St.’, change it to ‘1234 Main St.’

You do not need to change the customer name or postal/zip code, as these may affect the calculations if you’re using customer conditions or if rates are location-based.

If you need to use the exact same address from an earlier test, you must then alter the cart contents. You can either –

• increase or decrease the quantity of an item, or
• add or remove a product. 

As long as the type or total quantity of items in the cart is different, the cache will be cleared.

Once you’ve finished testing your setup in Testing Mode, you’ll need to activate your account to start using Intuitive Shipping for live checkouts.

Be sure to check the Visibility settings in all the Scenarios you wish to use immediately to ensure everything is turned on and ready to go.

Hide Intuitive Shipping From Customers

After selecting a monthly billing plan and activating your account, you can later hide your Intuitive Shipping from your customers at any time. This is useful if you want to conduct further testing on your entire setup without altering the Visibility settings of individual Shipping Scenarios.

When General Visibility is turned OFF, customers will not see any rates from Intuitive Shipping.

That means, you may need to temporarily add a shipping rate to your Shopify settings so your customers can continue to check out while you test Intuitive Shipping. Be sure to remove this rate from Shopify when you’re ready to re-enable Intuitive Shipping. Otherwise, customers will see both.

1) Click Settings on the menu.

2) In General, set Visibility to Off (green). This will make all of your Shipping Scenarios invisible to your customers.

The General Visibility setting is only available after you have activated your account. While in Testing Mode, this feature is not accessible.

3) Click the Save button to save your Visibility settings.

4) Follow the steps at the beginning of this article to Test Your Setup – including using ‘Intuitive Shipping’ as the customer’s name. This will allow you to bypass the Visibility setting.

5) When testing is completed, set Visibility to On again to make Intuitive Shipping available to your customers.

If you added a temporary backup rate to Shopify, you will need to remove it again to prevent customers from seeing rates from multiple sources.

Setting Visibility to Off does not disable billing on your Intuitive Shipping plan. It simply hides shipping rates calculated by Intuitive Shipping from your customers.