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Australia Post Checkout Rate Display or Missing Rates – Shopify Australia Post Shipping App with Rates, Labels & Tracking FAQs

    Troubleshoot missing or incorrect Australia Post shipping rates at checkout on your Shopify store.

Questions in this section:

What should I do if shipping rates are not returned for an abandoned checkout in Shopify?

If no shipping rates are shown for an abandoned checkout, verify that the valid shipping address was entered for that checkout. The Australia Post requires a complete and valid shipping address to calculate and provide the shipping rates. If there is a specific abandoned checkout where the address is present and rates were not returned, provide that Abandoned Checkout ID to PluginHive support for further investigation.

Why are Australia Post shipping rates not showing at Shopify checkout for certain customer addresses, even though those addresses have worked in the past?

Australia Post rates can only be provided if the suburb and postal code entered at checkout are valid and match. If no rates appear, please ensure the shipping address entered is complete and correct. Rates may not display if any part of the address is missing or mismatched. If the correct address is provided but rates are still missing, clear your browser cache or use Incognito mode and attempt the transaction again. If issues persist, provide a complete screenshot or a video recording of your checkout process to support for further investigation.

How can I troubleshoot intermittent issues where customer addresses are not accepted or shipping rates fail to load?

For troubleshooting intermittent address validation or rate display issues: 1. Confirm customers are entering complete and accurate shipping addresses at checkout, including street, suburb, postal code, and country. 2. Clear browser cache or try in Incognito/private mode to rule out local caching issues. 3. Check whether the checkout records the provided address in the Abandoned Checkouts section. If the address is present but rates do not appear, record the specific checkout ID. 4. Share detailed information, including the issue description and relevant Abandoned Checkout IDs, with PluginHive support for deeper analysis. 5. If possible, provide videos or screenshots demonstrating the error to assist with troubleshooting.

Why are the shipping rates calculated by the AusPost app higher than expected?

The shipping rates displayed by the AusPost app are sourced directly from the MyPost Business Account that you have linked to the app. To investigate discrepancies, please replicate the same transaction on your AusPost website with the exact same details. Compare the rates between your store checkout and AusPost’s website. If the rates differ, provide the screenshots to PluginHive support so they can assist in identifying the cause of the discrepancy.

Why is there a discrepancy between the shipping cost shown by the Aus Post Module ($25) and the cost generated by our shipping department ($132), and how can I verify the correct shipping rate?

To investigate the rate discrepancy between the Aus Post Module ($25) and your shipping department's calculation ($132): 1. Confirm where the $132 rate was provided, and at which step the discrepancy occurred (checkout, order creation, or label generation). 2. Log in to the Australia Post website with your MyPost Business account credentials. 3. Perform a transaction using the exact shipping details: – From Address: – To Address: – Package Weight: – Package Dimensions: 4. Check the shipping rates displayed on the Australia Post portal for this shipment. 5. If there is still a discrepancy between rates shown by the Aus Post Module and Australia Post directly, capture complete screenshots of the shipping details, package details, and the rates provided. 6. Share these screenshots with support for further investigation. This process will help identify where the rate mismatch is occurring and provide the necessary information for resolution.

Why am I receiving a “400 Bad Request – The input request contains an incorrect or missing mandatory attribute” error when trying to fetch StarTrack rates, and how can I resolve this?

The "400 Bad Request" error with StarTrack rates often indicates that the packaging type passed in the request is incorrect or missing. Australia Post StarTrack requires specific package types (such as "CTN" for carton, "SAT" for satchel, or "PAL" for pallet). If your products are marked as "Pre-packed" in the app, the packaging type sent may be "PD," which is not accepted by StarTrack, causing rates to fail. To resolve this: 1. Disable the “Pre-packed” setting for your products in the app. 2. Configure a box with correct dimensions under Box Packaging, ensuring the box is set with a valid carrier package type (such as carton or pallet). 3. Assign the product to this box configuration. This ensures the app communicates the correct package type required by StarTrack, allowing rates to be returned successfully. If these steps do not resolve the issue, use only the Australia Post provided satchels or boxes for packaging and adjust product dimensions as needed so they fit into those boxes. As a temporary workaround, you can also use the shipping cost adjustment feature in the app to cover differences between actual and estimated shipping costs.

How do I disable Sendle as a shipping option so customers do not see the $20 Sendle shipping rate?

To disable Sendle as a shipping option in Shopify and prevent the $20 rate from appearing: 1. Go to Shopify Settings > Shipping and Delivery. 2. Find your shipping profiles and click "Manage rates" for the relevant profile. 3. In the list of carriers and services, deselect or remove Sendle from the available options. 4. Save your changes. This will ensure that only your chosen carriers, such as Australia Post, are available at checkout and the Sendle rate will no longer display to customers.

How can I ensure Australia Post (AP) shipping options appear for label generation and at checkout, instead of Sendle?

To ensure Australia Post (AP) shipping options are available for both label generation and at checkout, follow these steps: 1. When generating shipping labels for orders, use the "More Options" menu, not the direct label print button, as using the correct process ensures AP appears as an option. 2. In your Shopify admin, confirm that the Australia Post PluginHive app is correctly installed and enabled to display rates at checkout. 3. In Shopify Settings > Shipping and Delivery, check your shipping zones and ensure only Australia Post is enabled under "Preferred carriers" for the relevant zones. Deselect Sendle if you don't want it to appear. By following these steps, only the intended Australia Post options should appear both at checkout and during shipping label creation.

The integration was not showing shipping rates because my shop location was not set up. How was this resolved?

If shipping rates are not being calculated and shown due to missing shop location details, ensure that the address is properly added in your Shopify settings->Locations. After updating, verify that the shipping rates are displaying and try generating a shipping label.

Does the app allow for live shipping rates from two different locations in the same transaction?

The app supports displaying live Australia Post rates at checkout for your customers. However, it does not support showing rates from two different locations for the same transaction.

If the rates calculated at checkout are undercharging customers, is there a way to adjust these rates within the PluginHive app?

Yes, you can adjust shipping rates shown to customers by adding a handling fee—either a fixed amount or a percentage—on top of the calculated carrier rates. To configure this: 1. Go to App Settings. 2. Navigate on Rates Settings. 3. Next to Carrier Services, select Edit. 4. Under “Adjustment Value ($)” or “Adjustment (%)”, add the required value. 5. Click Save. This added handling fee will automatically be included in the shipping rates shown to your customers at checkout.

Do I need to pay extra if a backup rate was applied to my order instead of the actual rate?

If a backup rate was applied because the shipping app failed to return live rates during checkout, the amount you paid may differ from the rate that would have been provided on checkout. In such a scenario, you will be charged by Australia Post as per the account rates when generating the labels and not according to the backup rates. To understand the reason for the app rates failure, contact PluginHive support.

What does "Shopify backup rate" mean and why was it shown instead of the actual shipping rate at checkout?

The "Shopify backup rate" appears when there is a problem fetching real-time shipping rates from the shipping app during checkout. The general scenarios in which the backup rates are provided could be – 1. The address details provided on checkout were incorrect or not according to the requirement of the Australia Post due to which rates were not returned by the app. 2. There were some delay from the app in providing the rates to Shopify due to which Shopify showed the backup rates on checkout. 3. Australia Post APIs could be experiencing temporary downtime due to which the rates were not provided. You can contact PluginHive support for investigating the case further.

Does your app show shipping rates at checkout on the Shopify Basic plan?

No, our app does not show shipping rates at checkout on the Shopify Basic plan. To display live carrier rates at checkout, Shopify requires the "Carrier Calculated Shipping" feature to be enabled on your store. This is a requirement set by Shopify and not a limitation of the PluginHive app. To have this feature activated, you need to contact Shopify Support. Once the feature is enabled, third-party shipping rate apps like PluginHive can display live shipping rates at checkout.

Why are my products not showing shipping rates at checkout when using the Australia Post shipping app with Shopify, and I receive the error ‘your parcel cannot be shipped to this address’?

If your products are not showing shipping rates at checkout and you see the error ‘your parcel cannot be shipped to this address’ when using the Australia Post shipping app in Shopify, it may be due to the app not being properly added to the corresponding shipping profiles or certain required options not being enabled. To resolve the issue: 1. Go to Shopify settings → Shipping and delivery settings. 2. Check the relevant Shipping Profiles (e.g., profiles for products you fulfill in-store). 3. Ensure that the Australia Post app is added as a rate provider for each of these profiles. 4. Verify that the “feature services” option is enabled for the profiles where the app is linked. Without this option enabled, calculated rates and services will not appear at checkout. 5. After enabling the setting, test the checkout process to confirm that Australia Post shipping rates are displayed. 6. If using other profiles with different rate calculators (such as ‘customship’), ensure the correct setup according to your shipping needs.

I am using the Aus Post Rates & Labels app with StarTrack for shipping large but light water tanks. Should I use 'volumetric weight,' and why am I receiving the error "Shipping not available Your order cannot be shipped to the selected address" even for small items?

For large but light products like water tanks, using 'volumetric weight' is recommended, as shipping carriers like StarTrack often charge based on the greater of actual or volumetric weight. Regarding the "Shipping not available" error at checkout—even for small items—this can occur for several reasons such as "NO_CONTRACT_PRICING_AVAILABLE_FOR_SHIPMENT" and "None of the products in your contract are available for the submitted request." – This error means the Australia Post API could not provide a rate because the product or configuration might not be supported under your StarTrack contract terms or service. – As a solution, contact the Australia Post/StarTrack support team and share the specific request and error message. Providing the Request Response XML screenshot will help their technical team investigate. – After troubleshooting, revert any temporary changes made for testing to restore your previous store configuration.

What steps should I take if Australia Post shipping rates are still not displaying at checkout after the fix?

If you continue to experience issues with Australia Post rates not showing up at checkout, please: 1. Verify you are testing with a current (non-fulfilled) order and valid shipping address. 2. Clear your browser cache and retry the checkout process. 3. If the issue persists, contact PluginHive support and provide specific order numbers and details so they can investigate further. The technical team can cross-check debug rate logs by reprocessing your orders to pinpoint any remaining issues.

Is PluginHive responsible for reimbursing business costs or providing credits due to failures with the rates, such as customer overcharges or time spent fixing shipping issues?

PluginHive does not offer compensation for business losses or operational costs arising from disruptions or temporary plugin failures, in line with standard terms of service. However, if an incident causes significant inconvenience, PluginHive may consider gesture of goodwill such as complimentary extensions on app subscriptions or a subscription amount refund. If any disruption is experienced and would like to discuss any possible goodwill accommodations, contact PluginHive support to explain the circumstances and request a review of the case. For quicker resolution of future issues, ensure you have backup rates set up within Shopify, and report any problems with specific order details for investigation.

What should I do if I continue to experience issues with shipping rate calculation or API timeouts in the future?

If you notice further issues: 1. Review your PluginHive order and rate logs in the app to find out potential causes. 2. Ensure you have backup rates configured in Shopify to provide customers with a seamless checkout experience. 3. Collect details of the affected orders and report them promptly to PluginHive support for investigation and follow-up assistance.

What steps can I take to prevent disruptions during shipping rate calculation failures or API timeouts?

To minimize the impact of occasional shipping rate calculation disruptions: 1. Set up a fallback or backup shipping rate in Shopify based on your average or typical shipping cost. This ensures customers are presented with a consistent rate even if real-time rates fail to display. 2. Routinely monitor and review your shipping rate logs for any recurring issues. 3. Report any persistent or unusual rate calculation issues to PluginHive support, providing affected order details for timely investigation and resolution. —

Why do some orders display the message "Order recovered using Shopify-powered backup rate because Australia Post Rates Service did not provide a rate," and why are shipping rates not calculated automatically?

There are multiple reasons why orders might display the message "Order recovered using Shopify-powered backup rate because Australia Post Rates Service did not provide a rate": 1. Incorrect Address Formatting: The suburb provided at checkout and suburb expected by Australia Post API may not match, e.g., "Saint Kilda" on checkout VS "St Kilda" expected by Australia Post. Because of this mismatch, the rates from app can fail to display on checkout automatically. 2. API Delays and Timeouts: Due to delay in the API response, the checkout process can timed out with Shopify, resulting in Shopify's backup rates on checkout. If you experience frequent and repeated cases with this issue, please contact PluginHive support.

How can I determine if a failed rate calculation at checkout was due to suburb mismatches or timeouts with Australia Post?

You can identify the cause of failed rate calculation in the following way: 1. Check the order logs available in the PluginHive app for details regarding the rate calculation attempt. 2. If the suburb in the shipping address does not match the format required by Australia Post (e.g., "Saint Kilda East" vs. "St Kilda East"), it is likely a suburb mismatch. 3. If the logs show that the app attempted to retrieve rates but backup rates were used due to no response or delay, it is likely an API timeout or delay issue. 4. For cases where the reason is unclear or if you observe repeated timeouts, escalate the specific order details to PluginHive support for detailed investigation.

How long is the connection kept alive before a timeout occurs at Shopify checkout when fetching rates?

Shopify allows up to 8 seconds for a response from integrated shipping rate providers. If no shipping rate is returned within this 8-second window, Shopify automatically applies backup (fallback) rates to ensure the checkout can proceed. —

What should be done if orders are not able to fetch rates through the app, and what need to be done to ensure the setup is correct and backup rates are suitable?

To address issues where orders are not fetching rates: 1. Verify that app settings are configured correctly to display calculated rates without failure. 2. Check the rate logs regularly to ensure there are no rate failures recorded for the account. 3. If rate fetching issues occur, monitor the specific orders, and note the time and details. 4. Immediately report any persistent issues to support with order details so the case can be recreated and thoroughly investigated. 5. Ensure the backup rates are correctly set up as a fallback in case real-time rates do not display. 6. Continue monitoring after setup to confirm consistent rate display for the customers. If problems persist, reach out to support with relevant order data for further troubleshooting.

Why did my order show a different shipping rate and appearance compared to previous orders?

The shipping rates might have failed for your order, which resulted in the order being created with backup rates instead of the standard calculated rates. This can cause the appearance and shipping cost to differ from your usual orders.

How can I ensure that calculated shipping rates display correctly when creating orders?

Please refresh the shipping services in your PluginHive integration and try placing the order again. After refreshing, the calculated rates should display without failure. Test placing an order to verify that you’re now seeing the correct rates. If any issues persist, contact PluginHive support for further assistance.

Why was the postage for my order not calculated, and why did I receive a message stating "Order recovered using default backup rate because Australia Post Rates Service did not provide a rate"?

When an order receives the message "Order recovered using default backup rate because Australia Post Rates Service did not provide a rate," it means that the shipping carrier did not return a rate at checkout, so the system applied a backup rate to ensure order processing could continue. In this particular case, after testing with the same order details, the calculated rates and available services are displayed correctly, and no errors were found in the rate logs. This suggests the issue may have been temporary or related to specific conditions at the time of the transaction. If this issue occurs again, please report it immediately so it can be investigated further, including recreating the case to identify and resolve the underlying cause.

How can I temporarily remove the Express Post option from our site?

To temporarily disable the Express service and prevent it from appearing on the checkout page, follow these steps: 1. Navigate to App Settings. 2. Go to Rates Settings. 3. Next to Carrier Services, click on the Edit option. 4. Disable the Express services. 5. Click Save to apply your changes. Express Post will now be removed as a shipping option until you choose to enable it again.

Why are the shipping rates at checkout showing as cheaper to a one state/city than other state/city after relocating the 3PL to a Premium Fulfilment System (PFS) in one location and disabling it in another location?

When relocating your 3PL and updating fulfillment locations, ensure all relevant settings are updated in both your Shopify account and connected shipping apps or carriers. Here are the key steps: 1. Verify that the previous 3PL location in a state is fully removed or deactivated from your Shopify Locations settings. 2. Double-check that your new 3PL at PFS in another state is set as the active shipping origin. 3. Ensure your shipping rates and shipping zones reflect the updated warehouse location. 4. Log in to your shipping carrier's portal (e.g., Au Post) to confirm your address and settings match your new warehouse location. 5. If rate discrepancies persist, check for any cached configurations in your shipping app and update as necessary. If you are unable to verify rates on the carrier's website due to login issues, contact the carrier's support team to resolve the access problem before troubleshooting further.

What should I do if I'm unable to log in to the Au Post website to check shipping rates or settings?

If you are unable to log in to your Au Post account to verify rates or settings, you should: 1. Contact the Au Post support team to report and resolve your login issue. 2. Once your login issue is resolved, access the Au Post portal to verify that your shipping origin and account details are correct. 3. If discrepancies in rates between the Australia Post shipping app Australia Post account persist after confirming these settings, contact PluginHive support for further troubleshooting based on the latest account details.

I have integrated Australia Post Rates & Labels and the shipping price works fine for Australian addresses, but international shipping rates are not coming properly. How can I fix this?

To troubleshoot issues with international shipping rates not displaying correctly in the Australia Post Rates & Labels app, follow these steps: 1. Verify your Australia Post account credentials are correctly set up in the app. 2. Check that all necessary international shipping services are enabled for your Australia Post account. Some accounts may have restrictions or require activation for international services. 3. Make sure the product weights and dimensions are accurately entered, as Australia Post requires these details for international rate calculations. 4. Ensure that your store’s origin address is complete and accurate, including the country and postal code, as this affects international shipping calculations. 5. If you are still facing issues, review your app settings to confirm that international shipping zones and destinations are enabled. 6. If problems persist after verifying the above, contact PluginHive support and provide specifics about the shipments (origin, destination, weight, and dimensions) for further assistance.

Why is the shipping label cost calculated by the app different from the rate shown on my website?

The shipping rates shown at checkout in your store will match the label generation rates in the app as long as the order information remains unchanged. If you manually create an order or adjust shipping costs (such as adding rates manually in a draft order), the calculated rates may not align with Australia Post rates or what the app generates. Always ensure orders are placed through standard checkout using the rates from the app for consistent shipping calculations. —

Why am I being charged different shipping rates by Australia Post when I expected a flat rate for packages under 5kg?

Australia Post charges shipping based on several factors including the From Address, To Address, and the weight and dimensions of each package, not just the total weight. The actual rates charged to your business will be according to the rate card or pricing agreement tied to your Australia Post account. For full details of the package weight brackets and the associated charges for each, you can request a Rates Card from Australia Post. The PluginHive app uses the same rates as your Australia Post account.

How can the products can be packed accurately into 4 Au Post satchels and accurate shipping rates can be shown at checkout?

To accurately pack the products into the 4 Au Post satchels and display precise shipping rates at checkout, the weight needs to be added to each product in shopify and add the dimensions (length, width, height) to each product within the app. This enables the shipping calculator to determine how each product will fit into the available satchels and select the most appropriate package option for each shipment, thereby calculating and showing the shipping rates accordingly.

How can I block certain postal codes from receiving shipping rates so customers in those areas are prompted to request a quote instead?

To block specific postal codes from being eligible for your shipping rates, follow these steps: 1. Navigate to App Settings -> Shipping -> Shipping Zone -> Add Zone. 2. Set the criteria as "postal code" and add all the postal codes you want to block, making sure there are no leading or trailing spaces. 3. Edit your Rates Automation rule and add a criteria such that the “zone” is not equal to the zone you just created. With these settings, the shipping rates will not be shown at checkout for the specified postal codes. Customers from those postal codes can then be directed to request a quote instead.

Do Australia Post’s dimension requirements differ for domestic and international shipments, and how does this affect shipping rate calculations?

Australia Post requires that at least two dimensions of a package are 5 cm or more for both domestic and international shipments. However, when using Au Post provided boxes/satchels in the PluginHive app, these are only supported for domestic shipments. For domestic orders, a suitable Au Post box or satchel is automatically selected based on the product size, and rates are shown accordingly. For international orders, Au Post boxes are not available—so the app selects a custom box using the product’s actual dimensions and weight. This means if a product’s dimensions are less than 5 cm in two axes, rates will not appear for international shipments. To ensure rates are shown, update the product dimensions so that at least two dimensions meet the 5 cm requirement, or define your own custom boxes for international shipping in the app. —

Why the error "NO_CONTRACT_PRICING_AVAILABLE_FOR_SHIPMENT" shows and shipping rate is not being calculated for the order?

The error "NO_CONTRACT_PRICING_AVAILABLE_FOR_SHIPMENT" indicates that Australia Post was unable to return contract rates for the shipment request. This typically happens due to one of the following reasons: 1. Account Restrictions: Your Australia Post account may not be enabled for domestic or international shipments, depending on what you're trying to process. If the account isn't authorized for a specific shipment type, contract rates won't be available. 2. Missing Services or Package Types: The requested service or package type may not be included in your current contract with Australia Post. 3. Contract Configuration Issue: Sometimes, the account or contract may not be set up correctly on Australia Post's end. We recommend contacting Australia Post support with the full error message for a detailed review. 4. Shipping Settings in the App: Ensure that your domestic or international shipping services are enabled and correctly mapped in the PluginHive app settings. If you have verified the above and the issue still persists, reach out to our support team with the error details

There are no shipping rates showing in my store. How can I address this issue?

Shipping rates may not appear if certain shipping services like "International Parcels – Economy Air" cause errors. Try switching to another service such as "International Parcels – Standard Large" and check if shipping rates display correctly. If you need help updating your shipping service settings, you can request permission for the support team to make the necessary changes.

Why is the Australia Post Rates Service option greyed out and only Sendle available when adding a shipping rate for international shipping?

The Australia Post Rates Service will appear greyed out in the Add Rates window only when the app is already added as a option in the Shipping Zone. You can test for the rates on checkout by providing a International Address and check. If the rates fail, check if the International services are enabled in the App Settings > Rate Settings > Carrier Services. For further assistance, contact PluginHive support.

How can I offer free shipping within Australia but still allow customers to pay for Express Post as an extra option?

To provide both free shipping within Australia and paid Express Post as an option: 1. Configure two separate shipping rates in your shipping zones: a Free Shipping option and another using the app rates (Express post from the Australia Post Rates Service). 2. Ensure both rates are assigned to the Australian shipping zone so customers can choose either option at checkout. 3. Double-check the rate calculation to ensure accuracy; if you notice discrepancies (such as Express Post rates appearing too low), review the rate settings and contact support with specific details for troubleshooting.

Do I need to remove my previous flat rate shipping rates before using automatic shipping rate calculation?

Not necessarily. The automatically calculated Australia Post rates can work alongside your existing flat rates. However, we recommend testing the calculated rates at checkout to ensure they appear and work as expected. Once confirmed, you can remove your flat rates from the Shopify shipping settings to avoid any confusion for your customers.

How can I enable automatic shipping rate calculation at checkout using the "Australia Post Shipping Rates And Labels" app on Shopify?

To display shipping rates at checkout using the Australia Post Shipping Rates and Labels app, your Shopify store must have Carrier-Calculated Shipping (CCS) enabled. If you're unsure whether this is active on your store, we recommend contacting Shopify Support to confirm or to request activation of this feature.

Can customers select whether they want signature on delivery at checkout, or is it applied to all shipments when enabled?

The Delivery Signature option, once enabled, applies to all shipments. It cannot be configured based on customer selection, so customers will not have an option at checkout to choose whether they want a signature required for delivery.

Why am I getting a "400 Bad Request" error related to missing suburb or postcode when using the PluginHive app with Australia Post shipping, especially for certain products?

The "400 Bad Request" error usually occurs when mandatory attributes like the suburb or postcode are missing from the API request sent to Australia Post. This might happen when the complete address details—including suburb and postcode—have not been provided in the store's settings. Unlike other products that work correctly, this item's location lacks the required address information, so Australia Post cannot return a shipping rate. To resolve this error: 1. Go to your store's locations settings. 2. Ensure that every location, especially those used for shipping has the full address details entered, including suburb and postcode. 3. Save the changes and reattempt the checkout to verify that shipping rates are now displayed correctly. Maintaining complete address details for all shipping locations ensures successful shipping rate calculations with Australia Post in the PluginHive app.

Is it possible to get shipping rates based solely on weight and location, even when products have varied sizes?

Yes, the app provides an option to calculate shipping rates purely based on the weight and destination location of your products. This feature is especially useful for businesses with products of varied sizes, as it simplifies the rate calculation process. If you need assistance configuring weight and location-based rates, further guidance and a live demonstration can be provided through a support call.

Why is there a significant shipping rate difference between the old and new websites, and why is the shipping price for a regular parcel sometimes higher than for express post?

Shipping rates can differ significantly between websites if the configuration settings are not identical. Please ensure that all shipping settings—including package weights, dimensions, and carrier service options—are the same on both sites. Differences in these settings can lead to inconsistent shipping rates. Also, in rare cases due to carrier pricing structures or configurations, standard services may display rates higher than express services. Double-check all rate calculation settings and enabled services on each store to troubleshoot these discrepancies.

What are the key advantages of using APGL over services like StarTrack, eParcel, and MyPost Business?

APGL offers several advantages over other Australia Post services: – Visibility: All shipments are fully tracked via auspost.com.au/track, and recipients receive email notifications regarding their delivery status. – Reliability: APGL operates on a strong logistics network, leveraging partnerships with airlines and major delivery partners to ensure security and high delivery standards. – Ease: The service features electronic customs clearance, where items are pre-cleared before arriving at their destination, resulting in faster and more reliable international deliveries.

Why am I not receiving Australia Post international shipping rates during checkout when shipping multiple products?

When multiple product quantities are added to the cart, the PluginHive app may attempt to pack them into multiple boxes. However, for Australia Post eParcel accounts, international shipments do not support multi-package transactions. To ensure rates are calculated correctly: – Review your box packing method in the app and confirm only the necessary Australia Post boxes are enabled. – If you use your own packaging, update your packaging settings to reflect this. – Consider switching to a MyPost Business account if multi-package international shipments are required, as it supports this feature. —

Why are shipping rates not generating for the addresses "PO Box 2014, Sun Valley, ID 83353-2014" and "106 Blue Bell Rd, Sun Valley, Idaho 83353, US"?

Shipping rates for both provided addresses will be provided if all the shipping details provided are correct and valid. Please verify the rates on your end and proceed with processing your shipments. If you continue to experience issues, ensure your address entry format matches the examples tested, and let us know if further assistance is needed.

Why am I being charged $14.95 for standard shipping instead of $10.95 for an order under 1kg?

The shipping rate displayed in the PluginHive app is pulled directly from your carrier, in this case, Australia Post. If you believe the rate is incorrect, follow these steps: 1. Log in to your MyPost Business account on the Australia Post website. 2. Enter the same shipping details as the order in question (From Address, To Address, Package Weight, and Dimensions). 3. Compare the rates shown on the Australia Post website with those provided by the app. 4. If there is a discrepancy, take a complete screenshot showing the shipping, packaging, and rates as displayed on the Australia Post website. 5. Share the screenshot with PluginHive support for further investigation.

How do I add a dollar to each shipping order at checkout?

To add a $1 adjustment to shipping rates at checkout, follow these steps: 1. Go to the app in Shopify. 2. Navigate to App Settings > Rates Settings > Carrier Services. 3. Locate the carrier service (e.g., Parcel Post or Express Post) to which you want to apply the adjustment. 4. Enter $1 as the adjustment amount for the desired carrier service in the "Adjustment Value ($)" fields. 5. Save the changes. This adjustment will be included in the shipping rates displayed at checkout.

Why is there a difference in Australia Post shipping rates between my Shopify and WordPress sites, even though the shipping and package settings appear to be the same?

Shipping rate differences between Shopify and WordPress sites may occur due to variations in platform settings or how the plugin retrieves rates. To ensure you are receiving the correct shipping rates from the PluginHive app, follow these steps: 1. Replicate the same transaction on the Australia Post website (auspost.com.au) using the exact "Ship From" address, "Ship To" address, package weight, and dimensions that you use in your Shopify store. 2. Compare the shipping rates shown on the Australia Post website with those on Shopify coming from the app. 3. If there is a discrepancy, capture a complete transaction screenshot from the Australia Post website showing the rates. 4. Share this screenshot with PluginHive support for further investigation. This process will help identify whether the discrepancy is due to plugin settings or differences in how shipping rates are calculated or retrieved.

How can I give PluginHive access to my Shopify store’s Abandoned Checkouts for deeper troubleshooting of shipping calculation issues?

To assist PluginHive with detailed troubleshooting: 1. Log in to your Shopify admin panel. 2. Navigate to Settings > Users and permissions (or similar, depending on your Shopify version). 3. Update staff or collaborator permissions to grant PluginHive access specifically to the "Orders" and "Abandoned checkouts" sections. 4. Notify PluginHive support that access has been updated and provide the Abandoned Checkout transaction ID relevant to the issue. 5. This will allow the support team to review your checkout data and identify discrepancies in shipping calculations, expediting resolution of your issue.

What should I do if the shipping rates at checkout are not reflecting the correct total weight or items?

If the shipping rates at checkout are not reflecting the correct total weight or items in Shopify, please follow these steps: 1. Ensure all products in the cart have accurate weight and dimensions entered in Shopify. 2. Review the default package weight and dimensions set in the PluginHive app to make sure they are correct. 3. Try recreating the order on the Australia Post website using the same package details and compare the rates with those shown at checkout. 4. If the problem persists, please provide a brief screen recording showing the cart contents and checkout rates, or complete screenshots from checkout, to help the PluginHive technical team diagnose the issue more efficiently.

Why are all my shipping locations showing 0 carrier options even though I have not changed anything and my Auspost services are still active?

If your shipping locations are displaying 0 carrier options despite active Auspost services, it may be due to incorrect settings in the Shipping Profile of your store. Ensure that the app rates are properly configured within your Shipping Profile. Once the app rates are correctly set, Auspost rates should appear at checkout through the PluginHive app. Double-check the Shipping Profile configurations to resolve this issue. Please contact PluginHive support for more clarification.

How can I prevent the "International Parcels – Standard Large" shipping service from being shown at checkout and used for label generation since my items are small?

To disable the "International Parcels – Standard Large" service so it does not appear at checkout or for label generation: 1. Go to the App Settings in the PluginHive app. 2. Navigate to Rates Settings. 3. Select Edit Carrier Services. 4. Disable the "International Parcels – Standard Large" service. This will ensure only the appropriate shipping services are available for your products.

Why did the backup rate get used for shipping instead of the Auspost rate for my last 2 orders?

There was a brief technical glitch earlier which may have prevented the correct shipping rates from displaying at checkout, resulting in the backup rate being applied instead of the Auspost rate. This issue has been resolved, and customers should see the correct Auspost rates at checkout. The system is being monitored closely to ensure continued functionality. If experience any further issues, please reach out for assistance.

Why does the PluginHive app sometimes fail to show shipping rates at checkout for the same address?

Possible reasons why the PluginHive app may not display shipping rates at checkout for the same address: 1. Ensure the customer is entering a valid shipping address. For example, Saint Clair may be validated as St Clair during checkout as per Australia Post’s postal code database, which can affect rate calculation. 2. If product weight and dimensions were updated recently, ensure the items can still be packed into a valid box or package size. 3. Try recreating the shipment using Australia Post’s rate calculator to confirm that Australia Post is returning rates. 4. If the problem persists, share a complete checkout screenshot and your findings with the PluginHive support team for further checking.

What should I do if shipping rates are not showing at checkout?

Shipping rates will appear at checkout only if the Carrier Calculated Shipping feature is enabled for your Shopify store. Please ensure that: -->Carrier Calculated Shipping is active on your store. -->The app calculated rates option is added under Shopify → Settings → Shipping and Delivery → under Shipping Zone. If the issue persists, feel free to contact our support team at [email protected] for further assistance.

Why am I still getting an error that my address is not available at checkout even after adding the PluginHive Australia Post rates to Shopify Shipping Zones?

If you have already added the PluginHive Australia Post rates to your Shopify Shipping Zones and are still seeing an error that the address is not available at checkout, it may be due to a misconfiguration in your package settings within the PluginHive app. Double-check your package settings to ensure all required parameters, such as weight and dimensions, are correctly defined. Misconfigured or missing package details can prevent shipping rates from being calculated and displayed at checkout. After correcting these settings, test the checkout process again. If the issue persists, review all shipping profile and zone configurations or reach out to support for further assistance.

Why did the Australia Post rates fail to appear for my order, and how was it resolved?

The Australia Post rates were not displayed because the Suburb entered in the shipping address did not match the format recognized by Australia Post's system. The suburb was initially provided as "Saint Andrews," but Australia Post only recognizes "St Andrews." After updating the shipping address to use the correct suburb name, the rates appeared successfully. Always ensure that suburb names and postal codes match Australia Post's official database to receive accurate shipping rates.

What should I do if I see incorrect shipping rates because of wrong package details entered?

If package details are incorrect, the rates calculated will not be accurate. To resolve this: 1. Check product details – Ensure all products in your Shopify store have the correct weight and dimensions entered. 2. Verify packaging settings – In the PluginHive app, confirm that the right boxes/satchels are added under Packaging. Make sure the dimensions and weight limits match what you use for shipping. 3. Order details – When testing rates, ensure the order uses the packaging so the app can calculate the rates accurately. If the rates are still incorrect after updating product and packaging details, contact our support team at [email protected] for help with packaging setup and accurate rate calculation.

How can I temporarily remove express shipping from my checkout options when using the Auspost Rates and Labels app on Shopify?

To temporarily remove Express shipping from your checkout options with the Auspost Rates and Labels app, follow these steps: 1. Navigate to App Settings within the Auspost Rates and Labels app. 2. Go to Rates Settings. 3. Next to Carrier Services, click on the Edit option. 4. Disable the Express shipping option. 5. Click Save to apply the changes. 6. After saving, perform a few test transactions at checkout to ensure that the Express option no longer appears. This will remove Express shipping as a checkout choice for your customers.

Can both the original and the new discounted shipping rates be displayed at checkout to show the customer the saving?

No, only the adjusted (discounted) shipping rates will be shown on the checkout page after changes are made in the app. It is not possible to display both the original and discounted rates at checkout simultaneously.

Why are my calculated shipping rates no longer showing at checkout, even though I haven't changed my settings and all products have dimensions and weight entered?

Calculated shipping rates may no longer appear at checkout if the "Carrier Calculated Shipping" feature is disabled in your Shopify store. This feature is required for shipping apps to display real-time rates at checkout. If you have recently downgraded your Shopify plan, this feature may have been disabled automatically. To resolve the issue, contact Shopify support and request that they enable the "Carrier Calculated Shipping" feature on your store. Once enabled, calculated shipping rates from your app will appear at checkout as expected.

How can I resolve the issue of shipping rates not appearing when customers order 3 or more cartons of beer?

To resolve this, update the packaging settings in the PluginHive Australia Post Rates & Labels App by following these steps: 1. Go to the Australia Post Rates & Labels App by PluginHive in your Shopify admin. 2. Navigate to App Settings > Packaging. 3. Edit your package settings and set the maximum weight to 22 kgs. 4. Save your changes. After this update, when a customer orders three cartons, the system will pack the first two into one box and the third into a separate box, both within the Australia Post maximum weight limit. Rates will then be calculated and displayed accordingly at checkout.

Why can customers not order more than 2 cases of beer at a time when using Australia Post on Shopify?

Australia Post imposes a maximum weight limit of 22 kg per package. In your store, each carton of beer weighs 9.6 kg. When two cartons are added, the total is 19.2 kg, which is within the limit and allows rates to be shown. Adding a third carton increases the weight to 28.8 kg, exceeding the 22 kg limit; therefore, shipping rates will not be displayed for three or more cartons in a single package.

What should I do after updating the packaging max weight to confirm the issue is resolved?

After setting the max weight limit to 22 kgs in the app’s packaging settings, perform a test transaction by adding multiple quantities of a product to the cart and proceeding to checkout. Check if Australia Post rates are now displayed for the transaction. If rates appear, the issue is resolved. If you still experience problems, contact PluginHive support for further assistance.

How does the Packaging option in the PluginHive app affect shipping rates at checkout?

By enabling the Packaging option in the PluginHive app, the system automatically selects the most appropriate packaging box for each product or combination of products based on their size and weight during checkout. Shipping rates are then calculated using the selected packaging's dimensions and weight, not the individual product dimensions. This ensures the shipping cost reflects the actual parcel that will be shipped. For accurate rate calculation, ensure that all packaging options are correctly set up in the app and match the scenarios you are testing. By enabling the Packaging option in the PluginHive app, the system automatically selects the most suitable box for each product or group of products based on their dimensions and weight. Shipping rates are then calculated using the selected packaging’s overall size and weight—not just the individual product dimensions. This ensures the shipping cost reflects the actual parcel being shipped. For accurate rate calculation, make sure all packaging options are correctly configured in the app and align with the test scenarios you're using.

Why are Auspost rates not appearing in the checkout after setting up the app with eParcel settings?

If Auspost rates are not appearing in your checkout after configuring the eParcel settings in the app, first ensure that you have completed the setup correctly. If the setup is done correctly as per the requirement, the app would return the eParcel rates at checkout once access was verified and the setup was reviewed. If you still do not see the rates: 1. Verify that all required carrier API credentials are entered correctly in the PluginHive app. 2. Ensure that your shipping zones and methods are properly configured to include Auspost as a shipping carrier. 3. Confirm that product dimensions and weights are accurately added to all shippable products, as these are necessary for rate calculations. 4. Check for any conflicts with other shipping-related apps or custom checkout modifications. 5. Review the checkout page to confirm that the carrier rates are visible. If you have verified these steps and still do not see the rates, contact PluginHive support with store access and specific details for further troubleshooting.

Where does the "EXPRESS WORLDWIDE" postage option displayed at checkout come from? Is it from the PluginHive Auspost app?

The "EXPRESS WORLDWIDE" shipping option displayed at checkout is not provided by the PluginHive Auspost app. It would be actually from a different solution that you have set up. The PluginHive Auspost app only displays rates and shipping options provided by Australia Post, and any additional shipping methods, such as those from DHL or any other carrier rates, will appear if configured in your store.

How can I get PluginHive support to review issues with my checkout and shipping settings when rates are not appearing?

To enable PluginHive support to effectively review your checkout and shipping configuration when rates are not appearing, follow these steps: 1. Attempt a checkout and reproduce the issue while logged in as a customer. 2. After the attempt, navigate to App > Rates Log in the PluginHive dashboard and locate the log entry corresponding to your checkout attempt. 3. Share the log information and any relevant transaction details with the PluginHive support team. 4. Ensure that PluginHive support has access to a working customer account (if necessary, create one and provide details) so they can replicate the issue. 5. Confirm and communicate any special pricing, customer tags, or app rules in your store that may affect shipping rate calculations. These steps will help PluginHive support analyze the issue efficiently and suggest targeted solutions.

Why does my Shopify checkout show $13.00 while the rates log shows $18.49, and which currency is correct?

The $13.00 displayed at your Shopify checkout might be in the recipient currency such asvUSD, whereas the App rates log shows $18.49 in AUD. The PluginHive app returns rates according to the currency used in your store or the customer's country. When placing an order from a different country, the appropriate local currency is applied. Ensure you are comparing shipping rates using the same currency to avoid confusion.

Is my checkout transaction using the Gift Box packaging, and is the rates log for this checkout correct?

Yes, the rates log confirms that the Gift Box packaging is being used for your transaction. You can verify the packaging details by checking the Rates Log ID for the transaction: 1. Open the Rates Log section in the PluginHive app. 2. Locate the relevant Rates Log ID for your checkout transaction. 3. Click the "View" option to see detailed packaging and rate information. This will help you confirm the packaging used and ensure the rates shown at checkout are accurate for the selected packaging type.

Why are our AusPost shipping rates not appearing after moving from business rates to a general plan, and do I need to contact AusPost or can PluginHive fix this?

When you change your Australia Post agreement, such as moving from business rates to a general plan, the shipping rates displayed are calculated by Australia Post’s API. If no rates appear after your contract change, first confirm your Australia Post account is active and that general rates are visible within your AusPost account on their website. PluginHive displays the same rates provided by AusPost, so if no rates are shown at checkout, it typically means there’s an issue with your Australia Post account. If rates are not available in your account, you must resolve this with AusPost and ensure your account is active with the correct plan. —

How does the system determine which location to send products from at checkout if I have multiple stock locations?

The app uses Shopify’s assigned product inventory location for each product: – If a transaction includes a single product, the rate is based on the inventory location of that product. – If an order contains items from multiple inventory locations, the app calculates shipping rates separately for each location and sums them up for checkout. – You must allocate product inventory to the desired location within Shopify to control which “From Address” is used during rate calculation.

What should be done if shipping rates for heavy items is not shown at checkout now which previously was showing for the same products?

If shipping rates for heavy items have stopped showing after previously working: 1. Confirm that no changes have been made to your PluginHive app configuration or carrier account settings. 2. Use the Australia Post or StarTrack postage/rate calculator to check if rates are still available for packages exceeding 22 kg. 3. If you can retrieve rates directly from Australia Post/StarTrack, take a complete screenshot for reference. 4. Share your Australia Post or StarTrack account representative's contact email with PluginHive support so they can communicate directly about the issue. 5. You can also provide Australia Post with the XML request details and the error response from the API if available, as these help diagnose the cause of rate failures. 6. If the issue persists, reach out directly to your carrier's support team to verify if there have been recent updates or restrictions on your account regarding maximum allowed package weight. —

Why are no shipping rates showing at checkout for heavy items using StarTrack Road Express?

Shipping rates may not appear at checkout for heavy items due to carrier-imposed weight limits. StarTrack services have specific per-item weight restrictions depending on the service type and the account configuration: – StarTrack Courier supports packages up to 22 kg per item. – StarTrack Express supports packages up to 32 kg per item. – StarTrack Premium & StarTrack Next Flight can handle up to 50 kg per item, with some exceptions. – For heavier consignments, StarTrack Road Express or StarTrack Air Freight may consolidate shipments to exceed per-item limits. It is important to confirm the type of StarTrack account in use and the corresponding weight limitations. If you're using Road Express and rates are still not showing, verify your account type with Australia Post/StarTrack to ensure it supports the intended package weights. —

I have upgraded my Shopify account, but still cannot attach live freight rates to the checkout. What should I do?

After upgrading your Shopify account, you must ensure that the "Carrier Calculated Shipping" (CCS) feature is enabled by Shopify. 1. Confirm with Shopify support that CCS is active for your store. 2. If CCS is enabled and live rates still do not appear, review your PluginHive app settings to ensure Australia Post integration is correctly configured. 3. If issues persist, consider granting collaborator access to PluginHive support (via the approved support email) for further troubleshooting. 4. Alternatively, you may schedule a call with PluginHive support to receive direct assistance in configuring live freight rates and generating shipping labels.

What steps are needed if the shipping section does not appear at checkout on my Shopify website?

If the shipping section is missing at checkout, follow these steps: 1. Check your store's shipping settings in Shopify to ensure shipping zones and rates are correctly defined. 2. Verify that "Carrier Calculated Shipping" is enabled by contacting Shopify support. 3. After enabling, test the checkout process to confirm that the shipping section appears and the PluginHive app displays live carrier rates. 4. If the issue persists, consult Shopify support, as the visibility of the shipping section is controlled by Shopify's checkout configuration.

Can I show shipping rates to customers both with and without the handling fee at checkout using the PluginHive plugin?

The PluginHive plugin allows you to display shipping rates either with the handling fee or without it at checkout, but not both simultaneously. You need to choose whether to include a handling fee in the rates shown or to present the base shipping rates only. You can make the changes at App Settings > Rate Settings > Carrier Services > Adjustment value/Adjustment % > Save Please contact PluginHive support for more clarification.

Why are the shipping rates displayed on my website higher than expected when using the PluginHive plugin?

If the shipping rates shown on your website are higher than expected, it's possible that a handling fee has been added to your shipping settings in the PluginHive plugin. To resolve this: 1. Log in to your PluginHive plugin settings. 2. Navigate to the Shipping Rates or Handling Fees section. 3. Check if any handling fees are set. If a fee is present and should not be applied, remove or adjust it as necessary. 4. Save your changes. After removing or adjusting the handling fee, review the rates displayed at checkout to ensure they match your business account rates.

Why am I receiving a "400 Bad Request" error for all shipping rate requests in my Shopify store after previously getting successful responses from the PluginHive app?

The "400 Bad Request" error for shipping rates in Shopify is likely caused by the Carrier Calculated Rates (CCR) feature not being enabled on your store. This feature is required for third-party shipping apps like PluginHive to display rates at checkout. To resolve this issue: 1. Go to Shopify Admin > Settings > Shipping and Delivery. 2. Check if Carrier Calculated Rates are enabled. There should be an indication if this feature is missing or not active. 3. If the feature is not enabled, contact Shopify Support and request them to enable Carrier Calculated Rates for your store. 4. Once enabled, the PluginHive app will be able to provide shipping rates at checkout again. After completing these steps, test the checkout process to confirm that rates are loading correctly. If issues persist, reach out to PluginHive support for further assistance.

How do package settings in PluginHive affect rate calculations for large/heavy shipments?

In PluginHive, when processing orders with products exceeding standard weight limits, the app relies on the package settings in the packing section to determine packaging for shipping quotes. If no suitable pre-defined box matches the product, a "custom box" will be used, which may not be recognized by Australia Post for rate calculation. To enable rates for heavy products: – Create a custom box with a maximum weight that exceeds your heaviest product (e.g., 100 kg or higher). – Set the box type as "Carton" or "Pallet" to ensure compatibility. – Save the box settings and retry fetching rates at checkout. This adjustment helps ensure the app presents the product in a format Australia Post’s systems can process, increasing the likelihood of receiving accurate rates for heavy shipments. —

How can I resolve issues with Australia Post rates not showing for heavy shipments in PluginHive, despite my account supporting large freight?

If you have confirmed that your account supports larger shipments, but rates for high-weight parcels are not appearing, follow these steps: 1. <strong>Check Package Settings in PluginHive app</strong>: Ensure you have configured a custom box in the app’s packing section with an appropriate maximum weight limit (e.g., up to 1000 or 1500 kg) and select the box type as "Carton" or "Pallet." 2. <strong>Test Transactions</strong>: Attempt test transactions using these custom box settings for your heavier products. 3. <strong>API Limitations</strong>: Be aware that Australia Post may enforce API limitations that cannot be bypassed unless authorized. 4. <strong>Contact Australia Post</strong>: If rates are still unavailable, consult your Australia Post account manager or business support for clarification on supported APIs and acceptable methods for quoting large freight rates. 5. <strong>Keep PluginHive Updated</strong>: Notify PluginHive support with any information or successful test cases you receive from Australia Post, so they can investigate further or adapt integrations as needed. —

What steps should be taken when Australia Post’s API returns a "400 Bad Request" error for heavy shipment rate requests?

A "400 Bad Request" from the Australia Post API—which occurs even when valid test shipments are processed on the carrier website—usually indicates a discrepancy in the API request, such as exceeding the allowed weight or a required parameter missing. To troubleshoot: 1. Confirm the maximum package weight permitted by the Australia Post service and your account type. 2. Check the format of the API requests to ensure all mandatory attributes are correctly included. 3. Share the full request and response details of the transaction with your Australia Post business account manager for review. 4. If rates are still not provided, escalate the issue to PluginHive support along with all gathered request/response details for further investigation. 5. Consider providing screenshots of successful rate calculations via Australia Post’s online portals to assist with the troubleshooting process. If the restriction is confirmed to be policy-based from Australia Post’s side, you may need to use an alternative API or adjust your shipping strategy accordingly.

I am unable to fetch shipping rates for an order with 31 small items (under 500g total weight). The address seems correct. How can I get a rate to generate a shipping label?

Ensure that the suburb in the shipping address matches the correct value used by the carrier's system. For postal code 3021, the suburb should be set as "ST ALBANS" and not "Saint Albans". Update the suburb in the shipping address to "ST ALBANS" and check again for shipping rates. If rates still do not appear after correcting the suburb, review the address for any other discrepancies.

Why is there a discrepancy between the shipping rate charged at checkout and the cost of fulfilling the shipment, specifically when customers select Express Post and add custom products to the order?

The discrepancy may occur if the products added to the order do not have complete shipping details, such as weight and dimensions. At checkout, shipping rates are calculated based on the available product data. If the added custom products lack these details, the system may underestimate the shipping cost. We recommend reviewing the product settings to ensure all necessary shipping attributes are defined and ensure the products are packed into the right boxes/satchels. This helps in ensuring accurate rate calculation at checkout and avoids differences during fulfilment.

Why does my shipping show as unavailable for our address, and how can I fix it?

Shipping rates may fail to appear if the origin address is missing the person's name, which is a mandatory attribute. To resolve this: 1. Go to the app. 2. Navigate to Settings > Shop Contact Details. 3. Ensure the person's name field is filled in correctly. If needed, you can enter your company name in the person's name field. After updating, shipping rates should be available. Please contact PluginHive support if the issue persists.

Why are shipping rates not showing up when using a checkout created from a draft order, even though rates appear during a normal checkout?

Shipping rates are provided at checkout if the shipping address is correct and valid, and the Australia Post app is installed and functioning. Draft order checkouts may behave differently or have restrictions compared to normal checkouts, impacting the display of shipping rates. To troubleshoot this issue: 1. Verify that the shipping address in the draft order is correct and complete. 2. Confirm the Australia Post app is installed and active on your store. 3. Test normal checkout and draft order checkout to compare behaviors. 4. If the issue only affects draft order checkouts, monitor the situation, and reach out to PluginHive support with detailed information and screenshots for further assistance. This enables the support team to review your configuration and provide targeted solutions.

Can flat rate shipping options be offered alongside calculated rates using the PluginHive app?

Yes, you can offer flat rate shipping options in addition to calculated rates. Flat rate options can be created within Shopify to display at checkout, while calculated rates can be configured using the PluginHive app according to your needs. The app does not restrict the creation or display of flat shipping rates. —

Why are my customers seeing an error message stating that delivery is not available to their address, even though delivery is supported by Australia Post? Similarly, why are PO boxes not accepted, and what steps can I take to resolve this issue?

This issue can occur if the "Carrier Calculated Shipping" (CCS) feature is disabled in your Shopify store. The CCS feature is required for the PluginHive Australia Post Rates & Labels app to display shipping rates at checkout. If you recently changed your Shopify subscription or updated shipping settings, CCS might have been deactivated during the process. To resolve this: 1. Contact Shopify Support to confirm that "Carrier Calculated Shipping" is enabled for your store. 2. Once CCS is enabled, verify that the PluginHive app rates are present in your Shopify shipping profile. 3. If app rates are missing, remove the existing app rates from your shipping zones and add them back. 4. After these steps, test the checkout process to confirm that Australia Post shipping rates and PO box options are displaying correctly.

My flat shipping rates have disappeared and only incorrect Australia Post rates are showing. How can I restore my flat rates on Shopify and prevent app-calculated rates from displaying to customers?

To ensure customers see only your flat shipping rates and hide calculated rates e.g., Australia Post (Rates from the app) at checkout: 1. Go to Shopify Admin > Settings > Shipping and Delivery > Shipping profiles. 2. Open the shipping profile where the issue occurs. 3. In the relevant shipping zone, remove any app rates such as 'Australia Post (Rates from the app)'. 4. Save your changes. You can still preview Australia Post rates and generate shipping labels by using the manual label generation option, i.e. AU Post generate Label

Why is the packaging weight I set in the app not being reflected at checkout or on Shopify Orders?

The package weights entered for your boxes in the app are used exclusively for internal rate calculation and are not passed to Shopify or shown to customers at checkout or on the Shopify Orders page. The visible package weight on the order details only comes from Shopify’s own packaging settings configured via Shopify Shipping and Delivery Settings. The shipping options provided by the app utilize your packaging weights to determine rates, but this information does not appear to customers on checkout or in Shopify order summaries. But you can verify the same details before creating the shipping labels in the packaging summary of the order or in the Rates log section of the app.

What should I do if my orders fail to create shipping labels in the PluginHive app, showing "failed to fetch rates" errors, especially when customers select Standard email charges in Shopify?

The "failed to fetch rates" error occurs when Australia Post is unable to return shipping rates. This can happen if: 1. The shipping address entered by the customer is invalid or not recognized by Australia Post (for example, a suburb typed as Saint Clair instead of the correct St Clair). 2. The package weight or dimensions exceed the allowable limits for Australia Post services. To resolve this, please double-check the accuracy of the shipping address and ensure that the package details are within limits. If the issue persists, share the order details with our support team at [email protected] so we can cross-check with Australia Post and get back to you with an update.

What should I do if shipping rates are not being returned for addresses in Guernsey?

When checking shipping rates for Guernsey addresses using the AuPost app, ensure the country is set to "United Kingdom" (UK) instead of "Guernsey" (GG). Australia Post treats Guernsey as part of the UK, so using the country code GG will result in failed rate requests. Entering the city and postcode with the country set to UK will return the correct rates. If your app does not currently support this, contact PluginHive support for further assistance, as an enhancement may be required for proper handling.

What could be causing intermittent issues where some customers report "Shipping not available" errors, but the merchant is able to see shipping rates for the same address?

Intermittent issues in which some customers are unable to see shipping rates while others can may be due to differences in the way the address is entered or small discrepancies in address formatting. Additionally, country selection plays a significant role; for example, selecting "Guernsey" instead of "UK" may result in no rates being returned because Australia Post may treat Guernsey as part of the UK. If you receive such reports, coordinate directly with the affected customer to confirm the exact steps they are taking and the address details used. Gathering a screen recording of their checkout process can help identify where the issue occurs.

What does the “Future Services” option do under the Australia Post Rates Service option in Shopify Shipping Profiles, and how does it affect available shipping rates at checkout?

The “Future Services” option in the Australia Post Rates Service option in Shopify Shipping Profiles determines whether newly introduced or additional Australia Post shipping methods are made available to your customers. If this option is disabled, the app will not return newly enabled services in the app at checkout, which may result in no shipping rates being displayed for specific addresses. Enabling this feature ensures that all compatible Australia Post shipping services, including future or updated ones, are available for customers to select during checkout.

Do the shipping options missing in the Shopify Shipping Profile from the PluginHive app affect the shipping choices customers see at checkout?

In Shopify Shipping Profiles, the Australia Post Rates Service lets you enable or disable specific shipping options as needed. However, if a service is not listed there but is both applicable to the customer’s address and enabled in the app settings, it will still appear at checkout. If you experience any issues with shipping rates not showing at checkout, please contact PluginHive support for assistance.

Why are Australia Post shipping rates not appearing at checkout for certain addresses, but available for others, when using PluginHive’s app?

If rates aren’t showing for certain addresses, it usually means the service isn’t available or the settings need adjusting. Here’s what to check: -Make sure your shipping profile and rate settings include the affected destination. -Confirm with Australia Post that your contract covers services for that destination. If everything looks correct but the issue continues, please contact PluginHive support.

How can I confirm if plugin-based shipping rates are being used for a specific address or order in Shopify?

To confirm if PluginHive’s app is calculating rates for an address: 1. Check the Shopify Shipping Profile settings and ensure the app is assigned to the relevant shipping zone (e.g., international, Australia, etc.). 2. In PluginHive’s app dashboard, review the Rates Log, which records whether rates are successfully returned or errors are encountered for a given transaction. 3. If no recent logs or rates appear for a given address, it may indicate that rates are not being provided by the app for that shipping zone, possibly due to missing configuration or service restrictions.

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