FAQ

Here are some of the most common and frequently asked questions about the Intuitive Shipping app.

Getting Started

Do I need to activate my 14-day FREE trial to use Intuitive Shipping?
Nope! You can use Intuitive Shipping indefinitely – for FREE – as long as you’re in Testing Mode. Take as much time as you need to get your setups just right!

To use Intuitive Shipping in a live setting, you will need to activate your account and begin your 14-day FREE trial.
What do I need to start using Intuitive Shipping?
At a minimum, you need at least one (1) Shipping Scenario and one (1) Shipping Method

You will also need to ensure that Carrier Calculated Rates are enabled in your Shopify settings.
What is the purpose of the Dashboard?
The Dashboard is the first thing you see when you finish installing Intuitive Shipping. This is where you’ll find all of your recent shipping calculation activity when you’ve started using the app. It’s also where you’ll find banners with important reminders and notifications about the app.
Why do I have a Billing Limit?
The Billing Limit is a Shopify requirement for all third-party apps. This is the maximum amount of overage charges you can be billed. It is separate from your regular monthly billing amount. Learn more about your Billing Limit here or below, in the Billing section of this FAQ page.
Does Intuitive Shipping do labeling and fulfillment?
Intuitive Shipping is an advanced shipping calculator that helps you control how shipping rates are calculated at checkout. Fulfillment support and shipping labels are available directly through Shopify or through a fulfillment app.
Can I use Intuitive Shipping with Shopify’s Shipping Profiles?
Shopify’s Shipping Profiles provide merchants with more flexibility and customization when calculating shipping rates. Intuitive Shipping can do everything that Profiles were intended to do, and much more! We strongly recommend that you use only one (1) Shipping Profile with Intuitive Shipping. Learn more about how Intuitive Shipping works with Shipping Profiles here.
Can I use Intuitive Shipping with Shopify’s Locations?
Shopify’s Locations feature lets merchants set up multiple shipping origin locations to make it easier to manage inventory and local deliveries. While there are a few exceptions, we generally advise against using Locations with Intuitive Shipping as it may result in calculation errors such as duplicated or missing rates.

With Intuitive Shipping, you can create Live Rate Shipping Methods with custom shipping origin locations.
How do I add my products to Intuitive Shipping?
Intuitive Shipping pulls product information from your Shopify Product settings. When you first install Intuitive Shipping, be sure to sync your products with Intuitive Shipping. While you’re in Testing Mode, be sure to re-sync your products with Intuitive Shipping each time you add or make changes to products. Once you’ve activated your account, product syncing will be done automatically.

You will need to add product dimensions into Intuitive Shipping if you are using Live Rates. Click here to learn how to add dimensions to a single product, and here to add dimensions to multiple products.
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
Is Intuitive Shipping compliant with GDPR?
Yes! As a verified app on the Shopify app store, Intuitive Shipping is in full compliance with the European Union’s General Data Protection Regulation (GDPR) law. To learn how, click here.
Can I get a live demo of Intuitive Shipping?
Absolutely. Take a tour of Intuitive Shipping with one of our amazing team members. Book your appointment here.

Testing

Can I test my setups without activating my account?
You can use Intuitive Shipping in Testing Mode indefinitely, for free. Once everything is set up and working the way you want it to, simply activate your account to begin your 14-Day FREE Trial.
Does Testing Mode count towards my free trial?
Nope! You can use Testing Mode for as long as you like. Your 14-Day FREE Trial will begin after you activate your account.
How do I test my setups?
You can easily test all of your Intuitive Shipping Scenarios without making them visible by using the customer name ‘Intuitive Shipping’ at checkout. Learn more about testing here.
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 on your Shopify plan. To learn more about Carrier-Calculated Rates, go here.
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 Carrier-Calculate Rates are not enabled, you’ll see a warning banner on the Intuitive Shipping Dashboard. To learn more, click here.
How do I override the Shopify Shipping Rates at checkout?
Intuitive Shipping can’t override Shopify Shipping rates, which means two things:

When you’re testing your Intuitive Shipping setups, rates from both Shopify and Intuitive Shipping may be displayed at checkout (in Testing Mode, Intuitive Shipping rates are only visible when you use the customer name ‘Intuitive Shipping’ at checkout).

When you’re ready to go live and activate Intuitive Shipping, you’ll need to delete your Shopify Shipping Rates so they no longer appear at checkout.

To learn how to remove your Shopify Shipping Rates, click here.
Can I removed my Shopify Shipping Rates before I finish testing my Intuitive Shipping setup?
Shopify Shipping Rates have no impact on Intuitive Shipping and can be removed at any time. If your store is live, we recommend leaving your Shopify rates until you’re ready to activate Intuitive Shipping so customers can continue to use them.

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

Setups

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:

Shopify’s Carrier-Calculated Rates feature is not enabled. A red banner will display on the Intuitive Shipping dashboard if third-party carrier-calculated rates are not enabled.

Visibility is turned off. This can be either the General visibility of the entire app (in the app Settings page) or visibility of individual Shipping Scenarios (in the Edit Shipping Scenario screen).

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 still cannot get rates to appear, please contact us for help.
Where does the packing information go after a customer places there order?
Although Intuitive Shipping is not part of the fulfillment process, it does send the packing information (box dimensions, weight, Service Code) to the customer Order in Shopify. To view this information, click on the Shopify Order, then check the Notes section in the top right of the screen.

Please note: this information will only be displayed in an Order if the customer has successfully completed their purchase.
Can I use quick pay services like PayPal, Apple Pay and Google Pay with Intuitive Shipping?
Most quick pay services will work with Intuitive Shipping, including PayPal and Apple Pay, except as noted below.

Unfortunately, Google Pay does not work with Intuitive Shipping.

Quick pay services, as well as subscription services, exclude customer information. If you are using any Conditions with customer tags – e.g. for Wholesale or Member customers – those Conditions will not be applied.

Quick pay services may also exclude other information such as custom Shipping Method descriptions.
Can I use Google Merchant Center with Intuitive Shipping?
Yes! Merchant Center cannot connect to Intuitive Shipping – or even to Shopify – through an API, so you’ll need to add your shipping costs to Merchant Center manually. Google requires that any shipping rates on Merchant Center match those on your website. If they don’t, actual rates on your website must be lower than Google Merchant Center. Learn how to make your shipping rates compliant with Google Merchant Center here.
Why does my checkout process sometimes bypass shipping and go straight to the payment screen?
In your Shopify Product Information settings, each product listing has a checkbox that states, ‘This is a physical product’. If this box is unchecked, Shopify assumes that the product has no physical properties and does not require shipping – e.g. a digital gift card. Shopify won’t pass the product information to Intuitive Shipping, and no shipping rates will be calculated when someone attempts to purchase that product.

We recommend reviewing the product settings for each product in the cart that causes the checkout action to go directly to the payment screen, to ensure the ‘physical product’ box is checked.
Can I use Intuitive Shipping to split shipments?
Splitting a shipment into different shipping methods or shipping to more than one destination is outside the scope of Intuitive Shipping’s functionality and is not supported by Shopify.

If you are shipping from separate locations – i.e. from two vendor locations, you can create a multi-vendor setup. Learn how here.
Can I use Intuitive Shipping to offer free shipping
Yep! Not only can you create a basic Free Shipping Scenario, you can even customize exactly how your customers qualify by adding Conditions that offer or exclude free shipping based on certain criteria. Learn how to use Intuitive Shipping to create a free shipping Scenario 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 of 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.
Can I set up special shipping rates for individual products?
If you sell products that always require special shipping rates, such as promo items or large, bulky items, you can assign those special rates directly to the product. To learn more, click here.
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, so if we know about your sale in advance, it will help us prepare for any increased activity. Learn more about preparing for Flash Sales here.
Can I change my store’s theme without affecting my setups?
Intuitive Shipping does not touch any Shopify code. Changing your Shopify theme does not impact your Intuitive Shipping settings or setups.
Can I integrate Printful with Intuitive Shipping?
Yes! To learn how to integrate Printful with Intuitive Shipping, go here.
Can I use Intuitive Shipping in multiple stores?
Absolutely! You can have Intuitive Shipping installed in more than one store. Because each Shopify store has a unique shop ID, Intuitive Shipping will need to be installed and managed separately in each store.
Can I copy or transfer my Intuitive Shipping settings from one store to another?
Because each Shopify store has a unique shop ID, and because products, shipping zones and Shopify settings are linked to stores, each installation of Intuitive Shipping must be set up and managed independently.

Settings

How do I know if my setups are visible or not?
When General Visibility is set to On (green), Intuitive Shipping calculations are visible to your customers. Click the Settings menu button to check your General Visibility setting. This setting is only accessible after you have activated your 14-day FREE trial.

Please note: in addition to General Visibility, each individual Shipping Scenario has its own Visibility setting which can be toggled On or Off. Learn more about Shipping Scenario visibility here.
Can I change the unit of measure for dimensions and weight?
Yes! During setup, you can set your preferred dimension and weight units – e.g. cm’s and kg’s. You can change these again at any time in the Units section of the Settings page.

Please note: changing the unit type does not automatically convert any dimensional values already entered into Intuitive Shipping. For example, if you have a Scenario with a weight-based Condition of 100 lbs, and you change your weight unit to kilograms, the Condition will now be based on 100 kgs.

To keep the same weight-based value, you must manually change the Condition value to the kilogram equivalent of 100 lbs
Can I change the my currency setting?
Rates calculated by Intuitive Shipping are based on the currency in your Shopify settings and cannot be changed within the app. To update your currency setting, go to your Shopify settings. Be sure to resync your Shopify settings in Intuitive Shipping after making any changes.

Please note: changing the currency type does not automatically convert any currency values already entered into Intuitive Shipping. For example, if you have a Scenario with a free shipping threshold based on $75 Canadian Dollars, and you change your Shopify currency to US Dollars, free shipping will now be activated when the cart total is $75 USD.

To keep the same price-based value, you must manually change the Condition value to the USD equivalent of $75 CAD.
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 settings, be sure to sync your changes with Intuitive Shipping. Learn how to sync your updated settings here.
How do I change my primary email address?
Your Primary Email address is automatically imported from your Shopify account and cannot be changed within Intuitive Shipping. To change your Primary Email address, you will need to update it in your Shopify ‘General’ settings. Be sure to re-sycn your Shopify settings with Intuitive Shipping after making any changes.
How do I sync my Shipping Zones with Intuitive Shipping?
Shipping Zones are set up in your Shopify Shipping 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 set up in your Shopify Shipping 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?
When you install Intuitive Shipping, be sure to sync your products with Intuitive Shipping. If you add or make changes to products while you’re in Testing mode, you’ll need to resync your product catalog with Intuitive Shipping. Learn how to sync your settings here.

After you activate your account, changes to your Shopify product settings will automatically sync with Intuitive Shipping.
How do I sync my Collections with Intuitive Shipping?
When you install Intuitive Shipping, be sure to sync your collections with Intuitive Shipping. If you add or make changes to collections while you’re in Testing mode, you’ll need to resync them with Intuitive Shipping. Learn how to sync your settings here.

After you activate your account, changes to your Shopify collection settings will automatically sync with Intuitive Shipping.
Why do I need Google API credentials?
Distance-based rate calculations use a Google Maps Directions and Geocoding API. If any of your Shipping Scenarios use distance Conditions, a banner on the Dashboard will prompt you to add your Google API credentials to Intuitive Shipping. Learn more about Google API credentials here.

You only need Google API credentials if you are calculating distance-based rates.
Do I need Private App Credentials?
If you are a Shopify Plus merchant and you anticipate a higher than usual amount of orders – e.g. more than 10 orders per minute – we recommend creating a Private App and adding credentials to Intuitive Shipping to ensure you don’t exceed your Shopify API request limit. Learn more about Private App Credentials here.

Shipping Scenarios

What is a Shipping Scenario?
A Scenario is a set of Conditions (rules) that determine when shipping rates will be displayed at checkout. Along with Conditions, each Scenario can have an unlimited number of flat rate or live rate Shipping Methods.

While Conditions are not required, each Scenario must have at least one (1) Shipping Method.
How many Shipping Scenarios do I need?
You’ll need at least one (1) Shipping Scenario to use Intuitive Shipping. The number of additional Shipping Scenarios you’ll 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.

Fewer Scenarios will allow you to keep your shipping as manageable as possible.
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 any adjustments 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 rates from your Shipping Scenarios when you have Visibility turned On.

When Visibility is turned Off, you can bypass the visibility setting by making the customer first name ‘Intuitive‘ and last name ‘Shipping‘ in the shipping info 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.
Should I create Scenarios for all of my Shopify Shipping Profiles?
We strongly recommend having only one (1) Shipping Profile when using Intuitive Shipping. Learn why here.
How do I update my Shipping Zones?
Intuitive Shipping syncs Shipping Zones from your Shopify settings. When you make a change to your Shopify Shipping Zone, you will need to manually re-sync your changes with Intuitive Shipping through Settings.
Where does Intuitive Shipping get Shipping Zones?
Shipping Zones are set up in your Shopify Shipping and delivery 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

How many Shipping Methods do I need?
At a minimum, you need one (1) Shipping Scenario and one (1) Shipping Method to use Intuitive Shipping. You can add as many Shipping Methods as you need to each zone in each Shipping Scenario.
Can I have multiple origin shipping addresses?
Absolutely! Intuitive Shipping supports unlimited shipping origin addresses. Learn how to create a multi-vendor setup here.
Can I have multiple destination shipping addresses?
Splitting a shipment into separate destinations is outside the scope of Intuitive Shipping’s functionality and not supported by Shopify.
What is a Combined Shipping Method?
A Combined Shipping Method lets you blend shipping rates from multiple, individual Shipping Methods into a single rate. If you have more than one product-based shipping rate, we recommend using a Combined Shipping Method.
Why do I need Combined Shipping Methods?
If a customer orders products that trigger multiple Scenarios, a Combined Shipping Method will ensure that the shipping charges for each Scenario are blended together for a single shipping option at checkout. Without a Combined Shipping Method, each Scenario’s shipping charge will be displayed separately, allowing the customer to choose the cheapest one.

Let’s say you sell products from multiple vendors. Vendor ‘A’ charges a $10.00 flat rate for shipping, while Vendor ‘B’ charges a $5.00 flat rate for shipping.

Without a Combined Shipping Method, a customer ordering items from Vendor A and Vendor B will be able to choose either a $5 or $10 shipping option at checkout.

With a Combined Shipping Method set to SUM the values, a customer placing the same order will be charged $15 at checkout.
What is the difference between a Combined Shipping Method and a Live Rate Combined Shipping Method?
A typical Combined Shipping Method can be used to blend multiple custom rates or a mix of custom and live rates. If all of the rates being blended are live rates from carriers (no flat rates included), or your live rates include more than one delivery service – e.g. ‘Ground’, ‘2nd Day’, ‘Priority Overnight – we recommend creating a Live Rate Combined Shipping Method which has some additional setup steps not required in the general process.
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.
Can I duplicate an existing Shipping Method?
Yep! Each Shipping Method includes a ‘Copy’ button which can create an exact duplicate of the original. This is useful if you want to add the exact same Shipping Method to another Shipping Zone, or when you want to add a similar Shipping Method with minor differences, such as ‘Signature Required’ and ‘No Signature Required’.
What happens if I have two identical Shipping Methods in the same Shipping Zone?
If the Shipping Methods are not being blended in a Combined Shipping Method, only one will appear at checkout. The duplicate will be cancelled out.

If the Shipping methods are being blended in a Combined Shipping Method, they will be combined together. For example, if Method X is $10.00, Method Y is $15.00 and an identical copy of Method Y is also $15.00, the customer will be shown a combined rate of $40.00 ($10.00 +15.00 +15.00) instead of $25.00 dollars.
What happens if I have two similar Shipping Methods with identical Titles in the same Shipping Zone?
If two Shipping Methods in the same Shipping Zone have the exact same title – e.g. ‘FedEx Ground’ – but their costs are different – e.g. one has an additional $5.00 markup – only the cheaper of the two will appear at checkout.

If two Shipping Methods in the same Shipping Zone have the same title and the same cost – but other settings are different – only the original – i.e. the one listed first in the Scenario – will appear at checkout
I changed my custom rates but I want to change back. How do I do that?
Intuitive Shipping does not store rates. Once you edit the rate in a Custom Shipping Method and save your changes, it is permanently overwritten.

If you anticipate having to restore old rates, consider duplicating your Shipping Scenario before you change the rate. Once duplicated, adjust the flat rate(s) in the new Scenario’s shipping methods as needed. Then, go back to the original Shipping Scenario and turn off Visibility. If at any point you want to restore your old rates, simply turn off Visibility for the new Scenario and turn on Visibility for the old Scenario.

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, including Intuitive Shipping.
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 be enabled on your Shopify plan so third-party calculators can access the checkout page. By Shopify’s definition, Intuitive Shipping is a third-party rate 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. Learn more about Carrier-Calculated Rates here.
How much does the Carrier-Calculated Rates feature cost?
The Carrier-Calculated Shipping Rates feature is USD $20.00 per month if you are on the Basic Shopify or Shopify plan. When you switch to annual billing, this feature can be added to your plan at no additional charge, and you’ll save 10% on your Shopify subscription. If you’re on or switch to annual billing, you’ll still need to contact Shopify to active Carrier-Calculated Rates – it is not enabled automatically.

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

Live Rates

Which carriers are supported by Intuitive Shipping?
We currently have integrations with 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.
Can I use FedEx One Rate with custom box sizes?
If you enable FedEx One Rate in your FedEx Live Rate Shipping Method, you will need to set up One Rate boxes. FedEx does not permit custom boxes with their One Rate service.
Can I use Stamps.com with Intuitive Shipping?
At this time we are not integrated with Stamps.com.
Where do I enter my carrier account credentials?
When you select your preferred carrier in the Shipping Method, carrier settings will be accessible below the Packages section. Learn more about entering carrier account credentials here.
Which Packing Method should I use?
We offer a few different packing method options:

Simplified Packing System
A value – such as weight or number of items – will be used to determine the combination of Packages required to pack the order. Based on this determination, package weights and dimensions will be sent to the carrier, and a shipping cost calculation will be returned and displayed to your customer.

If the products you sell are generally the same size, you can typically use this method. Simplified Packaging allows you to add 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.

SmartBoxing™
To use this method, all products triggering this Shipping Method must have dimensions assigned to them. Using SmartBoxing™, Intuitive Shipping will determine the total size and number of packages required to ship the order. Based on this determination, package weights and dimensions will be sent to the carrier, and a shipping cost calculation will be returned and displayed to your customer.

If you have a number of products and they vary in size, we recommend using this method. SmartBoxing™ will determine the most efficient packaging based on the dimensions of each product.

Learn more about using Smartboxing™ here.

Package Separately
You can assign 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 SmartBoxing™.  

The dimensions assigned to the product are used as the package dimensions.  These products will be added as individual packages to the total number of packages sent to the carrier for a shipping cost calculation.
How do I set up SmartBoxing™ for my Live Rate shipping method?
To set up SmartBoxing™, create a Live Rate Shipping Method that splits packages based on SmartBoxing™. Then, make sure all of your product dimensions and weights are entered and verified. That’s it! SmartBoxing™ is ready to go.
Can I set up shipping based on inventory availability?
Intuitive Shipping is not able to work with dynamic data, so it is not possible to set up Conditions or rules based on stock levels or availability.
What is dimensional weight?
Dimensional weight is a theoretical calculation used by most carriers to quote live rates. Using a formula that considers both the size (volume) and weight of a package, dimensional weight estimates the package density, because it is possible to ship a small box that weighs a lot and a large box that doesn’t.
Do I set up shipping methods based on actual weight or dimensional weight?
Dimensional weight will be calculated by the carriers based on the actual dimensions and weight sent by Intuitive Shipping.

Manually entering dimensional weight may result in over-size fees or delivery restrictions and is not recommended.
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 package dimensions are entered correctly. Also, check that your Shipping Scenario visibility is set to ‘On’.

To learn more about enabling Live Rates, click here.
My shipment is less than 1 lb. Why is there an error with First Class Mail?
In order to ship by USPS (United States Parcel Service) First Class Mail, the weight must not exceed 13 oz (0.81 lbs). 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.

USPS discourages the use of ‘packages’ with First Class Mail. If your shipment meets the weight requirement and still results in an error, it may be due to the volume of the package. Alternatively, USPS First-Class Package Service allows weights up to 15.99 oz.
Does Intuitive Shipping use Carrier Delivery Times?
When setting up your Live Rates Shipping Method, you have the option to use the Carrier delivery times or set your own custom range – e.g. 3 to 5 days.
What happens when no Carrier Delivery Times are returned?
To ensure that there is always a delivery time, even when Carrier delivery times are not returned, you can combine your own custom delivery range with the Carrier delivery times.

When combined, the Carrier’s delivery time will be added to the minimum setting of your custom delivery range. For example, if your custom range is 1 to 5 days, and the Carrier returns a delivery time of 3 days, the actual delivery time displayed to your customer will be 4 days.

When no Carrier delivery time is returned, your custom range will be displayed.

Products

Do I need to re-sync every time I add a product?
When you first install Intuitive Shipping, be sure to sync your product catalog. If you add or make changes to products in Shopify while you’re in Testing Mode, you will need to re-sync your product catalog with Intuitive Shipping.

Once you have activated your account, product changes will automatically be synced with Intuitive Shipping.
Do I need to assign weights to my products?
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 weight in both systems, the weight value in Intuitive Shipping will supersede the value in Shopify (if they are different).

For quantity-based or weight-based packing, only weight is required. When using SmartBoxing™ or volume-based packing, you will need to input product dimensions.
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 columns or their headings – will result in an error message during importing.

Conditions

What are Conditions?
Conditions are rules that allow you to customize each Shipping Scenario. This powerful feature lets you tailor your shipping costs in a number of different ways. 

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 be true. This option is ideal for situations where only one condition from a group needs to be met before the shipping scenario is available.

All Conditions Below Must Be Satisfied
All conditions in the list must be true. This option is ideal for situations where each condition must be met before the shipping scenario is available.

None of the Conditions Below Must Be Satisfied
All conditions in the list must be 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 not be triggered.
Are Conditions mandatory?
Not at all! Conditions aren’t required if you don’t have any rules or restrictions for your shipping. You’ll still need to set up a Scenario with at least one Shipping Method, even if you have no Conditions.
How many conditions can I create?
You can create unlimited Conditions for each of your Shipping Scenarios.
What are Condition Groups?
Condition Groups allow you to create a predefined set of common conditions that can easily be applied to any Shipping Scenario. For example, you can create a postal code Subzone using a Condition Group that includes ranges of Postal Codes or ZIP Codes.
Can I use Conditions based on products?
Absolutely! You can set up Product Conditions a number of different ways, including by SKU, Product Name, Type, Collection and Tag.
How do Product Tags work?
If you’re using a tag as a Product Condition, the tag must already be assigned to products in your Shopify Product Information Page. Intuitive Shipping looks for the product tag in your Shopify settings, it does not assign tags.

For example, if you add the Product Condition:

Tag > Equals > fragile

your ‘fragile’ items must already be tagged in your Shopify Product settings for this condition to be applied at checkout.
How are Product Tags different from Shipping Tags?
Product tags can be assigned to your products through the Product Information Page in your Shopify settings. When assigned, you can apply a Product Condition based on product tags.

Shipping tags can be assigned to Shipping Methods set up in Intuitive Shipping and are only required when creating Combined Shipping Methods.

SmartBoxing™

How do I enable SmartBoxing?
To enable SmartBoxing™, create a Live Rate Shipping Method with Packages split based on the SmartBoxing™ Algorithm. Be sure that all of your package dimensions are entered and verified. That’s it! SmartBoxing™ is ready to go.
Do I need to assign dimensions to my products to use SmartBoxing?
Yes, in order to use our SmartBoxing™ 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 SmartBoxing™ 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 SmartBoxing 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. SmartBoxing™ uses product and packaging dimensions to determine the most efficient packing method possible. 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 SmartBoxing™ 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 SmartBoxing system for the suppliers who do?”
You can use the SmartBoxing™ system to calculate shipping for the suppliers who do provide dimensions for their products. To achieve this, create two separate Shipping Scenarios – one Scenario for vendors who can use SmartBoxing™ 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.

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.

To send your request from within the app, click Support on the main menu. In the Email Support section, enter your store name, Shopify domain, 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 and will go to the primary email address for your Shopify account.

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.
Can someone from Intuitive Shipping set everything up for me?
Sure! Intuitive Shipping offers a White Glove Setup service. Learn more about it here.
Can I speak to someone if I need help?
Yes! If you need help, speak to one of our helpful team members at a time that is convenient for you. Book your appointment here.
I prefer to use Live Chat. Does Intuitive Shipping offer this feature?
At this time we’re offering real-time onboarding and tech support by appointment only through web conference. If you prefer not to talk or are unable to talk during your appointment, you can opt to use the text chat box in the web conference software. Book your appointment here.
What should I do if I have an urgent support issue?
If you experience an issue with Intuitive Shipping that is urgent and business-critical, 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 Support on the main menu and complete the Email Support section. 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 Support on the app menu, then click the Go to help center button near the top of the page.
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 Support is by appointment and can typically be scheduled at a convenient time with one business day. After booking your appointment, we’ll send you an email explaining how to access your Live Support meeting.

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.
How can I find out if there are issues with the app?
The Intuitive Shipping Status page provides real-time updates during app downtime caused by maintenance or unforseen technical issues. We also provide updates when our carrier partners have rates-related issues.

Be sure to add the Status page to your browser bookmarks. Or click the Subscribe To Updates button at the top of the Status page to receive status alerts by email.

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 support and live support.
Does an abandoned cart count as an order?
Nope! Only successfully 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 Billing Limit. See below for more details.
What is the Billing Limit?
Shopify requires all third-party apps to have a maximum usage Billing Limit that is chosen by the customer. The Billing Limit 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 Billing Limit to at least double your plan price.
Is the Billing Limit the amount I’ll be changed each month?
No. The Billing Limit is the maximum allowable amount we are authorized to charge for additional per order (i.e. ‘overage’) charges, but you will only be charged the actual amount of overage charges if any.

Let’s say your monthly usage exceeds your plan limit by $10, and your Billing Limit is set to $30. At the end of the billing period, you will be billed the monthly plan rate plus $10 – not plus $30.
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.
Notification emails are sent to the Primary and Secondary email addresses displayed in the app Settings tab.
What happens if I reach the Billing Limit?
Once you reach your limit, Intuitive Shipping will no longer return rates at checkout until one of the following happens:

Your 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?
If you have exceeded your plan’s order limit and you’re already accruing per-order overage charges, you will be billed only for charges accrued up to the time you upgrade. Once you have upgraded, overage charges will stop accruing. Changing your plan does not void overage charges already incurred to that point.
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.

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Updated on October 20, 2020

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