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How To Troubleshoot When Shipping Rates Do Not Appear

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

Enable Carrier Calculated Rates

Shopify requires the Third-party Calculated Rates feature to be enabled in your Shopify settings when using any third-party shipping calculation app, including Intuitive Shipping. If third-party rates are not enabled, you will see a red warning banner on the Intuitive Shipping dashboard.

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 Calculated Rates Status in Shopify

If the red banner is not displayed on the Activity Dashboard, you can also verify your Third-party Calculated 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.

5) If you see ‘Enable third-party calculated rates at checkout’, this means the feature is not yet enabled on your account.

If you do not see this displayed, the feature is already enabled. Continue reading this guide to resume troubleshooting.

6) To enable this feature, click the Upgrade your plan button and follow the instructions provided.

If you are on Shopify’s Basic or Shopify plan, third-party calculated rates can be added to your plan for USD $20.00 per month. If you switch to annual billing, Shopify will add this feature at no cost, and you’ll save 10% on your Basic or Shopify plan cost.

The Third-party Calculated Rates feature is included on Shopify’s Advanced plan or higher.

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 you have confirmed that Intuitive Shipping is listed as a rate provider in all of your Shipping Zones, skip ahead to Check Visibility. To add Intuitive Shipping as a rate provider, 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 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 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 testing. Once all of your testing is finished, you will need to turn visibility on for Intuitive Shipping to display rates to your customers.

1) Click the Settings menu button

2) Under General, check that the Visibility setting is toggled to On (green).

3) If Visibility was Off, click On to to toggle the setting.

4) Click the Save button at the top of the screen to save your Visibility settings.

Check Shipping Scenario Visibility Settings

Intuitive Shipping sets Shipping Scenario Visibility to On by default. 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 ‘Visibility‘, it will display either ‘On‘ or ‘Off‘ beside each Scenario.

‘Off’ is displayed in red text.

3) If a Scenario is set to Off, and 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 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 Dashboard on the main menu.

2) Scroll down to the Warnings & Errors section.

3) Review the error messages. If a recent error is displayed and you are unsure why, please contact us.

Submit A Ticket

If you have completed the Troubleshooting steps and your rates still aren’t appearing, please submit a support ticket and we’ll be happy to investigate the issue further!

Updated on February 19, 2021

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