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Troubleshooting

Ordered by how often it happens.

No shipping option at checkout​

Work through this list from the top — the first three causes account for most cases.

1. Is your plan delivering rates at all?​

  • On the Free plan the app never returns rates in a live checkout. Setup and preview work, the checkout does not. See Plans & pricing.
  • On Basic the store may hold at most 3 shipping rules. From the fourth rule on, the app returns no rates at all — not just the first three. Delete a rule or move to Advanced.

2. Does any rule actually pass?​

Run the same cart through the preview. It names the failing criterion. The three usual suspects:

  • the rule has no shipping class, no zone and/or no rate tier — each of those alone makes a rule that can never apply;
  • a product in the cart has no matching class — one is enough to fail the whole rule;
  • the base value falls outside every rate tier — often a weight in the wrong unit, see below.

3. Is the method active?​

Inactive methods are skipped even inside a passing rule. If the winning rule has only inactive methods, the result is a passing rule with nothing to offer.

4. Can Shopify reach the app?​

If the preview is green and the checkout still shows nothing, the connection is the suspect — continue with the next two sections.

The app cannot register its carrier service​

Saving a shipping method registers a carrier service in your store. Shopify rejects that registration unless your store is eligible for third-party calculated shipping rates. According to Shopify's own documentation, one of the following must be true:

  • the store is on the Advanced plan or higher, or
  • the store is on the Shopify plan with yearly billing, or the carrier service feature has been added for a monthly fee (Shopify Support can do this), or
  • it is a development store.

Two consequences worth knowing:

  • If none applies, saving a method reports the error Shopify returned, and no rates can ever reach your checkout — through this app or any other rate app.
  • If a store downgrades its plan later, Shopify deactivates the existing carrier service association. Nothing changes inside the app; the rates simply stop appearing. After an upgrade, save a shipping method again to re-establish it.

No shipping entry in the Shopify shipping settings​

The app attaches itself to the delivery profile named exactly General profile and adds one entry named Shipping to each of that profile's zones. Nothing happens if:

  • the profile was renamed, or
  • the profile has no zones — there is nothing to attach to. Add at least one zone (for example your delivery countries) in Settings → Shipping and delivery, then save a shipping method in the app again to trigger the sync.

Check whether Shopify reaches the app at all​

There is a built-in shortcut for this. In the checkout, enter rate test as the destination city (the preview cannot do this — it sends no city). The app then answers with all active methods at price 0, skipping every rule. So:

  • You see all methods at 0 — Shopify reaches the app and the carrier service works. The problem is in your rules.
  • You see nothing — Shopify is not reaching the app. Check the carrier service eligibility above.

Weight limits behave unexpectedly​

A rule's unit decides what the numbers in tiers and restrictions mean. And values from a line item property or metafield are read as grams before conversion:

Rule unitMetafield valueBase value
kg25002.5
kg2.50.0025
g25002500

Weights that Shopify itself keeps on the variant are converted correctly — the trap only exists for your own property and metafield values.

A rule stopped applying after renaming a shipping class​

Renaming a class updates neither products nor rules. Both keep the old name and no longer meet. Re-assign the class on the affected products and pick it again in the affected rules. Same after deleting a class.

A threshold or restriction is being ignored​

A 0 in a From/To field counts as "not set". Use 0.01 if you really need an upper bound near zero.

A zone surcharge is not being added​

Surcharges are selected by postal code, most specific match first. If Shopify sends no postal code for the destination, no zone surcharge is applied even though the rule matched through a country entry. Put the surcharge on the method instead.

Two rules match and the wrong one wins​

The lowest priority number wins, not the highest. Rules that passed but lost are shown collapsed in the preview — that is the quickest way to spot a priority mix-up.

Still stuck?​

Contact support — and please include the preview result for the cart in question. It usually answers the first three questions we would otherwise have to ask.