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.

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.

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:

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

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.

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.

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.

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 Conditionsfor each of your Shipping Scenarios.

Combining Shipping Method

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.

Multiple Vendors

Can I have multiple origin shipping addresses?

Absolutely! Intuitive Shipping supports unlimited shipping origin addresses.

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. 

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.

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.

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.

I exceeded the orders included in my billing plan. Will I be charged per 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.

What is the Billing Limit?

Shopify mandates that all third-party apps have a Billing Limit that is chosen by the customer. To avoid service interruptions, we strongly encourage you to set your Billing Limit to at least double your plan price.

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

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

What happens if I reach the Billing Limit?

Once you reach your limit, Intuitive Shipping will no longer return rates at checkout until:

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

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.

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

Updated on October 10, 2019

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