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Australia Post Service or App Configuration Issues – Shopify Australia Post Shipping App with Rates, Labels & Tracking FAQs

    Resolve service or app setup problems for smooth Shopify Australia Post shipping

Questions in this section:

If I provide accurate weight and dimensions for my products, will the app calculate shipping costs according to my Australia Post MyPost Business rates, including discounts?

Yes, once you provide the accurate weight and dimensions for your products, the app will select a suitable box from those you have configured and calculate the shipping rates based on the total package weight and dimensions. The weights can be updated on Shopify and it will be synced automatically with the app. The product dimension needs to be updated on the AU Post App. The shipping rates displayed will reflect your Australia Post MyPost Business account rates, and if your account includes any discounts, the app will show the discounted rates automatically at checkout.

Does the PluginHive Australia Post Rates and Labels app calculate shipping rates automatically based on customer and package details, or do I need to manually enter every postcode and price?

The PluginHive Australia Post Rates and Labels app automatically calculates shipping rates based on the following: -Sender and Customer’s shipping address (including postcode) -Package weight and dimensions -Your Australia Post account (if you're using Contracted Rates) You do not need to manually enter postcodes or prices. The app fetches real-time rates directly from Australia Post’s API based on the above details.

Will the PluginHive Australia Post Rates & Labels App provide live carrier rate shipping on the checkout page based on weight and post code for an Australia-based business, or do I need to upgrade my Shopify plan for this functionality?

To display live carrier rates at checkout based on weight and postcode using the PluginHive Australia Post Rates & Labels App, the Carrier Calculated Shipping (CCS) feature must be enabled on your Shopify store. If CCS is already active on your store, the app will display live rates as expected. If CCS is not enabled, contact Shopify Support and request activation of the Carrier Calculated Shipping feature. Once CCS is enabled, you will be able to display accurate Australia Post rates at checkout using the app. If required, you might need to upgrade your shopify plan and reach out to shopify team for any clarifications.

How can I remove the default “MyPost Parcel” and “MyPost Express” Australia Post rates from showing at checkout when using the PluginHive Australia Post app on Shopify?

The “MyPost Parcel” and “MyPost Express” options are calculated Australia Post rates provided by the PluginHive app. To remove these rates from your checkout: 1. Go to your Shopify admin panel. 2. Navigate to Settings > Shipping and Delivery. 3. Under General Shipping Rates, locate your Oceania (or relevant) Shipping Zone. 4. Within this shipping zone, look for the “Australia Post Rates Service” option that was added by the app. 5. Delete the “Australia Post Rates Service” option. This will ensure that the calculated rates from the PluginHive app are no longer displayed at checkout. If you need further assistance, feel free to contact PluginHive support.

How can I show flat shipping rates at checkout using the PluginHive Australia Post app on Shopify?

Through the PluginHive Australia Post app, it is possible to show only the calculated Australia Post rates at checkout. The Flat Rates to be shown at checkout can be set within Shopify by Navigating to Shopify Settings -> Shipping and Delivery. For any assistance needed with this process, you need to reach out to the shopify team.

Can an account hold or overdue payment with Australia Post affect the live rates or functionality of the PluginHive Australia Post app?

If there is a restriction or hold placed on your Australia Post account due to overdue payments (such as unpaid postage), it may temporarily impact the connection or services provided by Australia Post, which can affect rate display and label generation. Once the account is settled and the hold is lifted, normal app functionality should resume. You can verify this by checking shipping rates during label generation on new orders. If issues persist after resolving the Australia Post account status, please follow up with PluginHive support for further assistance.

How do I find the API Password for my Startrack (Australia Post) account to set up live rates on my website?

To obtain your Startrack (Australia Post) Account Number, API Key, and API Password, you need to contact the Australia Post (Au Post) support team. They will generate and provide the required credentials so you can integrate their shipping rates with your website. If you cannot locate these details in your existing portal or documentation, reaching out to their support is necessary, as API Passwords are usually not displayed in self-service dashboards.

We are using the same API key on another website without needing to set up box dimensions. Why does this PluginHive app require configuring boxes for StarTrack rates?

The PluginHive app determines packing and packaging type based on how products and boxes are configured within the app. For StarTrack integration, the app must pass specific packaging type codes (e.g., CTN for carton) to retrieve rates successfully. If products are marked as "Pre-packed," the app generates a package type of "PD," which is not accepted by StarTrack and causes rate failures. By creating boxes and assigning products to them, the app can pass the correct package type. This workflow is necessary due to how the app integrates with Australia Post’s API and may differ from other systems. —

Why are live shipping rates displaying at the checkout but not on the cart page for Australia Post StarTrack?

Live shipping rates from Australia Post StarTrack require Suburb and Postal Code details to calculate rates. On the cart page, there is typically no option to enter the suburb, which prevents the app from retrieving rates from Australia Post. As a result, rates will display at checkout (where address details are collected) but not on the cart page.

How do I validate my Australia Post account integration with PluginHive on Shopify?

To validate your Australia Post account integration with PluginHive on Shopify, follow these steps: 1. Navigate to app settings and Ensure the API Key and Password are correctly entered. 2. Try generating a few labels and check rates at the checkout. If you need further live assistance, please contact PluginHive support for more clarification.

How does the PluginHive app calculate Australia Post (AP) postage costs for international orders, and why might the rates differ from the official AP price bands?

The PluginHive app calculates Australia Post international postage based on your configured package settings, product weights, and the shipping address provided at checkout. To ensure the app rates closely match the official AP pricing, follow these steps: 1. Configure your package dimensions and weights accurately in the app settings to mirror as closely as possible the AP rate calculation method. 2. When a customer places an international order, the app uses the entered package data (dimensions and weight) and destination to fetch real-time rates from Australia Post’s API. 3. Any discrepancies between PluginHive-calculated rates and official AP rates may arise from differences in package setup, additional surcharges or services, or rate band mismatches in your configuration. 4. To align your rates, review and update your package settings under PluginHive app > Settings > Packages, and test different transaction scenarios at checkout to verify that correct AP rates are being fetched and applied. 5. If inconsistencies persist after adjusting the packages, check for any rate markups or service selections enabled within the app.

What should I do to troubleshoot or verify Australia Post shipping rates and packaging setup in PluginHive?

To troubleshoot and verify your Australia Post shipping rates and packaging setup in PluginHive: 1. Go to the PluginHive app settings and navigate to the “Packages” section. 2. Review your package dimensions and weights to ensure they match the actual parcels you use for shipping. 3. Perform a few test transactions at checkout, using varying products and destinations, to check how packaging selection impacts the calculated rates. 4. Compare the rates shown at checkout with the Australia Post official rate charts for the same destinations and weight categories. 5. Adjust your package configurations as needed to ensure the closest possible match to official rates. 6. If you notice persistent discrepancies, ensure no additional markups or fallback rates are configured in the app. 7. For more precise diagnosis, you may schedule a screen-share support session with PluginHive to review the rate setup and packaging in real-time.

Does the PluginHive app for Shopify support sending letters, specifically using C5 rigid mailers with AusPost tracked letter service?

The PluginHive app for Shopify uses the AusPost API for shipping rates and services. The Rigid Mailer Envelope (such as C5 rigid mailers) is considered a flat rate package, but it is not supported by the AusPost API. The only AusPost flat rate options available via the API—and therefore through the PluginHive app—are: – MyPost Business Flat Rate Satchel Medium – MyPost Business Flat Rate Satchel Large – MyPost Business Flat Rate Satchel Extra Large – MyPost Business Flat Rate Box Small – MyPost Business Flat Rate Box Medium – MyPost Business Flat Rate Box Large – MyPost Business Flat Rate Box Extra Large Flat rate envelopes like rigid mailers are not available for label generation or rate calculation via the PluginHive integration with AusPost on Shopify.

Does the PluginHive Shopify app provide triggers to Shopify Flow based on AusPost delivery information, such as triggering workflows when a parcel is dispatched or arrives?

The PluginHive Shopify app facilitates order processing by allowing you to add supported carrier accounts, including Australia Post, to your store. The app provides features such as showing calculated shipping rates at checkout (if Carrier Calculated Shipping is enabled on your store), generating shipping labels, requesting pickups, and sharing tracking details. However, it does not natively support providing delivery event-based triggers directly to Shopify Flow, such as triggering workflows specifically when a parcel is dispatched or delivered.

What steps can I follow to correctly set up the PluginHive Australia Post app for my store?

To set up the PluginHive Australia Post app properly: 1. Install the PluginHive Australia Post app in your Shopify store. 2. Assign accurate weights to all products in Shopify and dimensions in the app products page, that should use Australia Post shipping. 3. Create and configure shipping profiles in Shopify to group products as needed. 4. Apply Australia Post shipping rates only to the relevant profiles and products. 5. Exclude oversized items or products not suitable for Australia Post by not including them in the applicable profiles. 6. Refer to the app documentation for further assistance – https://www.pluginhive.com/knowledge-base/set-up-shopify-australia-post-rates-labels-tracking-app/ 7. If you need hands-on assistance, contact PluginHive support so they can guide you through each step of the process.

How does the PluginHive Shopify Australia Post app calculate and display shipping rates at checkout, and are my Australia Post account’s discounted rates used for customers?

The PluginHive app ensures accurate shipping rate calculation by considering several key factors: 1. Discounted Australia Post Rates at Checkout – The app displays your negotiated Australia Post account rates directly at checkout. 2. Accurate Rate Calculation Using Weight & Dimensions -Shipping rates are calculated using both product weight and dimensions (if provided), factoring in cubic weight in line with Australia Post’s guidelines. 3. Box Selection Based on Product Data – With accurate product weight and dimensions, and a properly configured box packing method in the app, the system automatically selects the most suitable box for each order to generate precise rates. 4. Origin and Destination Addresses – Ship From: The app uses your Shopify Location as the origin address. Ship To: The customer's address entered at checkout is used as the destination. 5. Support for Additional Services – If any optional services—such as Delivery Signature—are enabled in the app settings, they are included in the rate calculation and reflected in the checkout rates.

Do I need to notify PluginHive of Australia Post price increases effective 1st July?

No action is required. Any price updates made to your Australia Post account will automatically be reflected in the rates shown through the PluginHive app, as the rates displayed are directly fetched from your account. There are no changes needed within the app regarding these updates.

Why are Australia Post calculated shipping rates from the PluginHive app not displaying for some of my Shopify products?

Australia Post calculated rates may not display for all products if the PluginHive app rates are not added to every relevant Shopify shipping profile and zone. By default, Shopify allows you to create multiple shipping profiles (e.g., by product type). If calculated rates from the PluginHive app are missing from any of these profiles, those products will only show flat rates or default rates. To resolve this: 1. Go to Shopify Admin → Settings → Shipping and Delivery. 2. Open each shipping profile individually. 3. Check if the PluginHive app rates (Australia Post Rates Service) are added for each shipping zone within the profile. 4. If you don't see the app rates, add the appropriate PluginHive Australia Post rates to those zones. 5. Repeat for all shipping profiles to ensure complete coverage. Ensuring the app rates are present in all shipping profiles and zones will enable accurate Australia Post calculated rates for all your products at checkout. If you need step-by-step assistance, reach out to PluginHive support.

Why are Australia Post (AU Post) shipping rates not showing up at checkout and Shopify's default rates being used instead?

The issue where Australia Post shipping rates did not appear at checkout and Shopify's backup rates were used was due to a rates timeout from the PluginHive app. This affected several orders placed before a fix was implemented. The issue was resolved by making necessary changes on the PluginHive end. Orders placed after this fix should display AU Post rates correctly at checkout.

How do I add or update the weight of my products so that the PluginHive Australia Post Rates app recognizes it?

To ensure accurate shipping rates, the product weight must be added directly in your Shopify product settings. The PluginHive Australia Post Rates app automatically syncs this information from Shopify. Please make sure: – The correct weight is entered for each product in Shopify. – The appropriate weight unit (e.g., grams, kilograms) is selected and saved. Once updated, the changes will be reflected in the PluginHive app. If you’ve updated the product weight in Shopify and it’s not syncing with the app, please contact our support team with the product details so we can assist with further troubleshooting.

Who determines the API timeout duration when connecting to Australia Post—PluginHive or Australia Post?

The Rate timeout duration is set by Shopify. However, actual response times can be affected by both PluginHive’s systems and Australia Post's API server responsiveness. Shopify configures a timeout setting to avoid excessive delays at checkout, but if Australia Post’s API is slow to respond, this may result in a timeout and trigger Shopify backup rates.

Who is responsible for determining the API timeout duration when calculating shipping rates—PluginHive, Shopify, or Australia Post?

The API timeout duration is managed by Shopify for all shipping rate integrations on their platform. Shopify enforces an 8-second timeout; if the shipping rate API does not respond within this time frame, backup rates are shown at checkout. —

Why do the Australia Post rates fail to display at checkout for some orders, showing "Shopify backup rates used" instead of rates from the PluginHive app?

There are two primary reasons why Australia Post rates may fail to display at checkout, causing Shopify backup rates to be used: 1. Suburb Name Mismatch: If the suburb entered during checkout does not match the exact abbreviation format required by Australia Post (e.g., "Saint Kilda East" instead of "St Kilda East"), the Australia Post API will not return rates. – To prevent this, ensure customers and the Shopify address form use the suburb names and abbreviations recognized by Australia Post. 2. API Delays or Timeouts: For some orders although rate logs would be available in the app, the Shopify backup rates would be applied at checkout due to delays or timeouts in communicating with the Australia Post API. – If similar issues persist, collect specific order details and contact PluginHive support for further investigation by the technical team.

How can I determine why the Australia Post API timed out and whether the issue was with PluginHive servers or Australia Post?

To determine the cause of API timeouts when calculating shipping rates: 1. Review the rate logs for each affected order in the PluginHive app to see if the request was sent and whether a response was received from Australia Post. 2. Note the suburb or address used—ensure it matches Australia Post formatting requirements, as mismatches can also cause failures. 3. The API timeout duration is typically controlled by the Shopify, but actual delays can be caused by issues on either PluginHive or Australia Post’s side. 4. If the logs indicate that the request was made but no response or a delayed response was received, this suggests a network delay or external API issue. 5. For deeper investigation, collect specific order numbers and detailed logs and report them to PluginHive support, who can confirm whether the timeout was server-side or due to external (Australia Post) delays and provide further analysis.

What should be done for repeated failures where Shopify backup rates are used instead of rates from the PluginHive app?

For repeated instances where Shopify backup rates are applied instead of rates from the PluginHive app: 1. Review the affected orders and the corresponding rate request logs in the app to identify specific causes such as suburb mismatches or API timeouts. 2. Ensure all the recipient shipping addresses use suburb names and formats compatible with Australia Post API requirements. 3. If the cause is not identified or if failures persist, collect order numbers and relevant details, and reach out to PluginHive support for escalation to the technical team for further review. 4. Please wait for enhancements and possible resolutions from the PluginHive support.

Why was the API timing out when communicating with Australia Post and was the delay caused by PluginHive's servers or Australia Post?

The API timeout was due to a momentary interruption within the PluginHive rate calculation system, which impacted response times before the request could be relayed to Australia Post. This internal delay occurred just before reaching the Australia Post API. This has been resolved and the shipping rates will show as normal. —

Who is responsible for reimbursing business costs resulting from failures in the PluginHive app, such as lost sales or time spent correcting shipping rates?

PluginHive is not responsible for reimbursing business costs or losses arising from any disruptions caused in showing rates, such as missed sales, increased costs, or operational delays. As stated in PluginHive's terms of service, liability for business impacts—including financial losses due to temporary plugin interruptions—remains excluded and aligns with common industry standards for software integrations. While PluginHive is committed to maintaining reliable service and minimizing disruptions, occasional issues can occur due to dependencies on multiple systems. If you have concerns about business continuity, PluginHive recommends setting up fallback rates within Shopify to ensure stable customer experience during any temporary rate calculation issues. The support team is available to assist with setup and guide you through best practices to prevent future disruptions.

What should I do if PluginHive is not configured properly with my Shopify account, causing issues with delivery fees and postage rates?

If PluginHive is not correctly integrated with your Shopify account and you face problems with delivery fees and postage rates, follow these steps: 1. Verify that the PluginHive app is installed and enabled in your Shopify store. 2. Ensure Shopify products have both weight (required) and dimensions (if your carrier needs them) entered. 3. Confirm your packaging settings within the PluginHive app, specifying whether you use custom boxes or carrier-provided packaging (like Australia Post satchels/boxes). 4. Set your delivery zones and methods to limit shipping to your desired area (e.g., only within Australia). 5. After updating these settings, check whether correct rates appear at checkout. 6. If issues persist, contact PluginHive support with details of your packaging strategy and product settings for personalized assistance.

Why are Express Post rates being applied instead of parcel post rates for my products in PluginHive, and how can I ensure the correct packaging is selected?

If you’re only seeing Express Post, it usually means: Parcel Post service is disabled or not enabled in the PluginHive Australia Post settings, or Parcel Post is disabled in your Shopify shipping zones or carrier service settings. To fix this, check: PluginHive Australia Post carrier settings – ensure Parcel Post is enabled. Shopify Shipping Settings – confirm Parcel Post is allowed for your shipping zones. Once Parcel Post is enabled in both places, it should appear at checkout and offer the cheapest rates. If you need help verifying, please contact support.

Is it possible to configure shipping rates in the PluginHive Australia Post app to automatically round up to the nearest 50 cents at checkout?

There is currently no setting in the PluginHive Australia Post app to round off shipping rates to the nearest 50 cents. The shipping rates displayed at checkout are provided directly by Australia Post and passed through the app to Shopify without modification. For rounding or customization of shipping charges at checkout, it is recommended to contact Shopify support to confirm if this can be handled within the Shopify platform itself. If required, you can add the PluginHive support team in CC for additional assistance.

Who can I contact for further assistance if my shipping rates or label generation in PluginHive are not working as expected?

If you encounter issues with shipping rates or label generation in the PluginHive app, you can reach out to PluginHive support and share your case and the issue you are facing clearly with attachments, if possible. The support team will review your case and assist you accordingly.

How can I verify that my Australia Post shipping rates in the PluginHive app match my MyPost Business account rates?

To verify your Australia Post shipping rates in the PluginHive app with those in your MyPost Business account, follow these steps: 1. Identify the specific order or shipment you want to verify. 2. Check the rate displayed in PluginHive for each shipping service (e.g., Parcel Post, Express Post). 3. Access your MyPost Business rate sheet or portal and find the corresponding rates for your business band and the specific shipment zone. 4. Ensure your PluginHive account configuration reflects your business band and any applicable discounts. 5. Compare the rates between PluginHive and MyPost Business. If they match as per your rate sheet and business band, your account is configured correctly. 6. If you want further confirmation, contact PluginHive support to review the rates together directly in your portal.

How can I display only the Express Post shipping service to customers at checkout in the PluginHive Australia Post Rates & Labels app?

To display only the Express Post shipping service at checkout, follow these steps: 1. Navigate to the app's admin panel. 2. Go to App Settings → Rates → Carrier Services. 3. In the Carrier Services section, enable only the Express Post service and disable all other shipping services you do not wish to offer. 4. Save your changes to ensure only the Express Post option appears to customers during checkout. This setup will allow you to provide only the specific Australia Post shipping methods you want to your customers. If you require further assistance or prefer a guided setup, you can schedule a call or a screen share meeting with the support team.

Why is there a price difference between the shipping rates on the PluginHive app quote and the Australia Post app, and how are shipping rates calculated in the Shopify app?

Shipping rates displayed in the PluginHive app are your Australia Post account rates, calculated based on the order details such as weight, dimensions, and additional services. The app utilizes the box packing method, where items are packed into predefined boxes, and the box's weight and dimensions are used for calculating shipping rates. If you notice a difference in shipping rates:- Check if the package weight and dimensions passed to Australia Post by the app match your actual product details. The app may use box weights and dimensions for rate calculations.- Additional services like 'Delivery Signature' and 'Insurance/Cover' also affect rates. Ensure these match in both your app and any online rate calculator you use.- To verify, recreate the order using the same details in the Australia Post rates calculator and cross-check the results.Let us know if you need guidance in matching these values for an accurate comparison.

I did not enable 'This is an Australia Post Production Key' on the Account Details page and now I am unable to edit this setting to allow CCS integration. How can I rectify this?

If you are unable to enable Carrier Calculated Shipping (CCS) in the app, it likely means that the Carrier Calculated Shipping feature is not enabled for your Shopify store. To resolve this: 1. Contact Shopify support and request them to enable the "Carrier Calculated Shipping" feature on your store. This feature is associated with your Shopify plan and is required to use real-time carrier rates like Australia Post at checkout. 2. Once Shopify confirms that CCS is enabled, return to the app and you should be able to register the app for rates at checkout and display Australia Post rates from the app. 3. If you need further assistance with the plugin setup or have additional questions, you can contact PluginHive support and share your case. Additionally, 'This is an Australia Post Production Key' option is available in the App Account Settings and should be enabled in the app for live label generation.

Why does adding a signature for delivery using the PluginHive app not increase the label cost, whereas creating the same label manually from the Australia Post Business account does apply an extra charge?

To investigate this issue, please provide an order in Shopify that is not yet fulfilled and include a screenshot showing the rates with the signature option from your MyPost Business portal for that same order. This will help to compare and determine why the label cost differs between PluginHive and the manual method, and to verify that the signature service is working as expected within the app.

Does Australia Post and the PluginHive app support prepaid duties for international shipments when using Shopify's "Collect duties and import taxes" feature?

PluginHive's app retrieves shipping rates directly from Australia Post, and all necessary charges included by Australia Post are reflected in the returned rates. To determine if prepaid duties are available and supported, you should verify this feature directly with Australia Post, as the app will include any such charges only if Australia Post supports and provides them. It is recommended to contact Australia Post to confirm how prepaid duties are handled for international shipments.

Why did the Australia Post rates almost doubled when I added a couple of more products in the cart?

The app shows shipping rates at checkout based on the packaging settings you set up in the app. If you add new products to the cart and the app determines that they need the same size box as your other products, it will calculate the shipping using two similar-sized boxes. To make sure the rates shown are correct, make sure to add all the box sizes you use for shipping, and each product in your store has the correct weight and size updated. For further assistance, contact PluginHive support.

Why are Australia Post rates not showing in the shipping estimator on the cart page?

Australia Post rates are not appearing in the cart page shipping estimator because the estimator is missing the "Suburb" field, which is required for rate calculation. To resolve this, ensure that the cart shipping estimator collects the following information: country, suburb/city, state, and postal code. Since the cart page estimator is provided by your store’s theme, modify the theme settings or contact your theme’s support to include the suburb/city field and pass this information to Shopify, similar to how it is handled on the checkout page.

How can I view or confirm the rates that Australia Post charges my business for shipping?

To understand exactly what Australia Post charges your business: 1. Request a detailed Rates Card directly from Australia Post. This will outline the weight brackets and pricing for each shipping service. 2. The PluginHive app calculates shipping using the same rate structure as provided by your Australia Post account. 3. For specific orders, ensure they remain in "Unfulfilled" status for rate review, or refer to the Australia Post dashboard for transaction-level breakdowns. 4. If you need to compare, check your Shopify store settings to distinguish between flat rates shown at checkout (which you may set manually) and actual carrier charges from Australia Post.

Are the Australia Post shipping rates displayed in PluginHive based on our contracted rates, and can they be marked up?

The shipping rates provided by PluginHive for Australia Post are based on your contractual rates with Australia Post when you integrate your eParcel, StarTrack, or My Post Business account. You also have the option to set a markup on these rates within the app according to your requirements.

What should I do if PluginHive shows shipping rates that do not align with the correct Australia Post zone and band?

Shipping rates in PluginHive are calculated directly by the carrier (Australia Post) based on both the shipping origin and destination addresses and the package details you provide. If you notice that the rates displayed for an order do not correspond to the correct Australian Post zone and band, please contact the Australia Post team for clarification and review. To assist their investigation, you can request the Request Response XML for the relevant order from PluginHive support and share it with the Australia Post team for detailed assessment.

Is it possible to set a minimum shipping charge (e.g., $20) if the calculated shipping rate is lower than that in the PluginHive Australia Post Rates and Labels App?

No, the app does not provide a direct way to set a minimum shipping rate at checkout. The app returns the actual rates from Australia Post. However, you can adjust the shipping rates by adding or subtracting a fixed amount in the app’s settings. Go to App Settings → Rates Settings → Carrier Services, and adjust the handling fee to increase (or decrease) the carrier-calculated rate. For example, adding $10 to a $7.68 rate will show $17.68 at checkout. Minimum rate enforcement is not available. —

What should I do if I am unable to log in to the Australia Post Parcel Send website to compare rates?

If you are unable to log in to the Australia Post website using your eParcel account credentials, please contact the Australia Post support team for assistance with account access. Access to the eParcel portal is necessary for directly comparing rate quotes and addressing any discrepancies.

What steps can I take to resolve or further investigate Australia Post shipping rate mismatches in PluginHive?

To check the rates mismatch case, you can take the following steps – 1. Make sure that the Box/Satchel selected by the app is as per your expectations. You will have to configure the App Packaging Settings as per your requirement so that the app can assign the correct box for your transactions/orders. 2. Log in to your Australia Post account and attempt to manually create a shipment using the same order and shipment details (Ship From Address, Ship To Address, Package Weight and Dimensions, and special service if any) to verify the rates returned. 3. If discrepancies persist, reach out to PluginHive support with the order/transaction details along with the relevant screenshots of the rates from your Australia Post account.

How does the PluginHive Australia Post Rates & Labels app select a package for calculating shipping rates?

The app uses the packaging settings configured within the PluginHive app to determine the package used for rate calculation. For accurate shipping rates, ensure that the correct product weight is updated in Shopify and the correct package dimensions are set within the app. When calculating Australia Post shipping rates, the app checks the items in the order and applies the first matching package from your saved package list, starting from the smallest available package that can fit the order. If no predefined package matches, the app uses the product weight and dimensions as the package size to calculate the rates. Keep your package list updated in the app to maintain accurate rate calculations.

How do I configure satchels in PluginHive for expandable bags (e.g., a small satchel that can expand in height but the width becomes shorter)?

For satchels that can expand, such as a small satchel measuring 35.5 x 22.5 cm and expanding up to 10 cm in height (with corresponding changes in width), update these dimensions directly in the PluginHive app. Adjust the satchel’s dimensions in the app to their maximum usable capacity, so the app selects the correct satchel for packing and calculates rates accurately. Regularly update these measurements if your satchels have different expanded sizes to ensure proper rate calculation.

What should I do if there is a discrepancy between the shipping rates shown by the app and those shown on the Australia Post (AusPost) Parcel Send portal?

If you notice a discrepancy in shipping rates: 1. Log in to the AusPost Parcel Send portal using the same shipping and package details as entered in the shipping app. 2. Check the rates provided by the portal for a direct comparison. 3. If differences persist, take a complete screenshot showing the shipping and package details along with the rates displayed on Parcel Send. 4. Share this screenshot with the support team for further investigation to identify and resolve rate calculation issues.

Why are the Australia Post Rates Services grayed out and showing 0 services in the PluginHive app?

The Australia Post Rates Service Rates option is grayed out as the PluginHive app rate has already been connected in your Shopify shipping profiles, so it does not need to be connected again. As you have a provision to enable or disable the services within the App Settings, the app rate in the shipping profile displays "0 services".

Is the PluginHive app capable of displaying Australia Post (AU) to New Zealand (NZ) shipping rates at the Shopify checkout page, and can I connect my Australia Post account to the app?

Yes, the PluginHive app is capable of displaying shipping rates from Australia to New Zealand on your Shopify store’s checkout page. After reinstalling the app, you can integrate your Australia Post account within the PluginHive app. Ensure you specify whether you are using a MyPost Business, eParcel, or StarTrack account during integration. The app supports showing live Australia Post shipping rates at checkout for international destinations, including NZ. —

Why am I not getting Australia Post shipping rates for my international order when using the PluginHive app, even though my items should fit in one box?

If you are not receiving Australia Post shipping rates for an international order in the PluginHive app, check if the “Pre-Packed” option is enabled for any products in the order. When “Pre-Packed” is enabled, these products are treated as requiring separate packages, causing the app to create multiple packages for a single order. Australia Post does not support multiple packages for international shipments, resulting in rates not being displayed. To resolve this: 1. Edit each product in your store and disable the “Pre-Packed” option for products being shipped internationally. 2. Ensure all items can be packed together in a single box based on your packaging settings. 3. Test the checkout process again using an international address. If the order is packed as a single package, Australia Post rates should appear at checkout. Disabling the “Pre-Packed” setting helps consolidate items into one package, enabling international shipping rates to display correctly.

Why am I unable to receive shipping rates for the international address “Hessstrasse 43 3097 Köniz Switzerland” when using the PluginHive Australia Post app?

Shipping rates are failing for your international order because the app is currently creating more than one package for the order. Australia Post only supports single package shipments for eParcel account for international orders. If your items can be packed together in one box, you need to configure your packaging settings to ensure only one package is created for international shipments. This will allow rates to be returned at checkout. —

Can PluginHive's Australia Post Rates & Labels app integrate with Australia Post for Shopify stores, apply different shipping rates for different products, allow bulk label printing, and calculate shipping per item (e.g., rate multiplied by quantity)?

The PluginHive Australia Post Rates & Labels app integrates with Australia Post for Shopify stores and supports most of your requirements, including integration, applying different shipping rates per product, and bulk label printing. However, if you need to map flat rates with Australia Post services specifically for label generation or require advanced per-item rate calculations, this functionality is available only with the PluginHive Multi Carrier Shipping Label (MCSL) app. For full compatibility and advanced rate mapping, it is recommended to use the MCSL app and add your account for label generation and accurate shipping calculations per item.

Can PluginHive make sure to CC additional team members in all communications, and avoid deleting current Australia Post configuration to prevent loss of shipping rate display?

Upon your request, PluginHive will include additional email addresses in all related communication threads. Also, PluginHive will not delete the current Australia Post configuration from the app to ensure shipping rates continue to display on your website. Please inform the support team of any colleagues who should be CC'd for ongoing updates.

What should I do if rates are not showing at checkout after configuration changes or troubleshooting attempts in the Australia Post Rates & Labels app?

If shipping rates are not available at checkout after configuration changes: – Verify that the Australia Post account credentials configured in the app are correct and active. – If credentials were recently changed or a new account was added, double-check that the correct details are in use. – Ensure that the app configuration has not been deleted or reset unintentionally; avoid deleting configurations unless directed for troubleshooting. – Re-check the products and addresses you’re testing rates for, as missing rates may be linked to specific items or destinations. – If the issue persists, contact PluginHive support for further investigation, specifying which products or addresses are affected.

Why am I seeing a "Registration Failed" message when trying to register the Australia Post App after upgrading my Shopify plan?

The "Registration Failed" error usually occurs because the "Carrier Calculated Rates" feature is not yet enabled in your Shopify store. To resolve this: 1. Go to Shopify Admin > Settings > Shipping and Delivery. 2. Check if the message about enabling Carrier Calculated Rates is present. 3. This feature must be enabled for the PluginHive Australia Post app to register and show live shipping rates at checkout. 4. If it is not enabled, contact the Shopify support team to enable Carrier Calculated Rates on your plan. 5. Once enabled, retry registering the Australia Post app for rates.

Why do some merchants use StarShipIt instead of the PluginHive Australia Post app, especially for showing live rates at checkout?

StarShipIt is another shipping solution that offers similar features, including live rate display, but differs in pricing structure. StarShipIt requires a subscription starting from $35 per month with different pricing tiers. In comparison, the PluginHive Australia Post app offers a single subscription plan at $19 USD per month, allowing you to generate an unlimited number of shipping labels each month. Both solutions allow you to show live Australia Post rates at checkout, but PluginHive is a more cost-effective option with straightforward pricing.

Why are the ‘Shipping Cost (AUD)’ amounts displayed in PluginHive during label generation sometimes significantly higher (e.g., $150–$200) than what Australia Post says they should be?

The shipping rates shown in the PluginHive app during label generation are based on the rates from your own Australia Post account. If you notice unusually high shipping costs, such as amounts exceeding standard Australia Post rates, you should: 1. Identify a specific order with a questionable rate. 2. Replicate the same transaction on the Australia Post website by logging in and entering the exact shipping and package details used in the order. 3. Compare the rates displayed on the Australia Post website with the rates shown in PluginHive. 4. If you find any discrepancies, do not generate or fulfill the label for that order. 5. Contact PluginHive support and provide the details so they can investigate the rate difference on their end. Following this process will help ensure that rates shown in PluginHive are accurate and consistent with those provided directly by Australia Post.

What caused the Australia Post shipping rates to not display at checkout in Shopify?

The issue with Australia Post shipping rates not displaying at checkout was due to an unusually high volume of rate requests, which temporarily overwhelmed our system. Although our infrastructure is designed to handle varying workloads, the process of scaling out to accommodate the unexpected demand took longer than anticipated. As a result, rate quotes could not be returned within the expected timeframe, leading to their absence at checkout. The system issue has since been resolved, and ongoing improvements and monitoring are in place to minimize recurrence of such incidents.

What should I do if Australia Post Rates & Labels App is not returning shipping rates at checkout, or only shows fallback rates, leading to excessive postage costs and abandoned checkouts?

If the Australia Post Rates & Labels App is not returning shipping rates at checkout and customers are seeing fallback rates or excessive postage costs, follow these steps: 1. Verify that the Carrier Calculated Rates (CCR) feature is enabled in your Shopify store. 2. Check that the Rates Log is being generated, indicating that the app is attempting to retrieve rates. 3. Ensure your API settings and integration details for Australia Post are correctly configured in the PluginHive app dashboard. 4. Monitor for any delays in rate calculation by reviewing your checkout process or using logs provided by the app. 5. If the issue persists, contact PluginHive support for direct troubleshooting. They may request collaborator access to your store to investigate further. 6. Once the root cause is identified and addressed, confirm by performing a test checkout to ensure accurate live rates are displayed to customers.

How can I confirm that Australia Post shipping rates are working correctly at checkout after troubleshooting?

To confirm that Australia Post shipping rates are functioning correctly at checkout: 1. Perform a test checkout on your Shopify store, adding products to the cart and proceeding to the shipping stage. 2. Check that real-time Australia Post rates are visible and accurately displayed (not fallback or flat rates). 3. If you previously experienced issues, use different product variations or addresses to confirm consistent rate availability. 4. If rates are now visible and correct, the issue is resolved. If not, provide PluginHive support with details for further investigation.

What corrective actions were taken when shipping rates did not appear at checkout using the PluginHive Australia Post app?

After investigating the reported issue, PluginHive identified that the problem was due to a temporary overload from a high number of incoming rate requests, which affected the availability of shipping rates at checkout. The team resolved the immediate issue, restoring normal rate visibility on the checkout page for affected addresses. System monitoring and ongoing improvements to workload management have been implemented to prevent similar issues going forward. Users are encouraged to contact PluginHive support if they observe further inconsistencies.

How can I make sure Australia Post rates display for shipping to a New Zealand address?

To ensure Australia Post rates appear for a New Zealand shipping address: 1. Update your products' stock location to your active store location. 2. Confirm your shipping profile is set up to include international destinations, such as New Zealand and the app is added as a Rate option in the International Shipping Zone. 3. Once these are updated, the system will show available Australia Post shipping rates for the New Zealand address at checkout. Make sure all products being shipped are associated with the correct stock location and that international shipping is enabled in your shipping settings.

How can I use the app only to show Australia Post rates at checkout and charge customers, but not have Australia Post charge my account or generate shipping labels?

You can use the app for rate calculation and display at checkout without generating postage labels or being charged by Australia Post, by following these steps: 1. Install and set up the app according to the setup guide. 2. The app will display real-time Australia Post rates (using your Australia Post account rates) at checkout, and customers will be charged accordingly. 3. Australia Post will only charge your account and generate a shipping label when you actively generate labels for the unfulfilled orders in your Shopify store. 4. If you do not generate these labels, your Australia Post account will not be charged, and you are free to create your own simple address labels outside the app for fulfillment as needed. —

How can I display Australia Post rates at checkout using the PluginHive app?

To display Australia Post rates at checkout through the PluginHive app, you need to have the Carrier Calculated Shipping feature enabled in your Shopify store. Please contact the Shopify support team to request activation of this feature. Once Carrier Calculated Shipping is enabled, you will be able to see the PluginHive app rates under the shipping zones in your Shopify settings.

Does it matter if I enter “Saint” instead of “St” in the suburb for Australia Post shipping?

Yes, it does matter. Australia Post's system matches shipping addresses against its own database for suburbs and postal codes. Only the official suburb names, as recognized in their system, will return correct shipping rates. Using "Saint Andrews" instead of "St Andrews" can cause shipping rates to fail to display. Always use the officially recognized suburb names and formats for reliable rate calculations.

Why is there a difference in shipping rates between the Australia Post portal and the PluginHive app?

The PluginHive app calculates rates based on your Australia Post account tier and the order details entered. Differences can occur if the address or package details in the app don’t exactly match what’s used in the Australia Post portal. To check and resolve: 1. Make sure the delivery address is exactly the same in both the app and the Australia Post portal. 2. Ensure the package weight and dimensions are identical. 3. Verify you’re using the same service type (eParcel, StarTrack, or MyPost Business). If the rates still don’t match, take a screenshot of the Australia Post rate calculation page with the full address and package details visible and share it with PluginHive support for further review.

Why is there a discrepancy between shipping rates displayed in the Australia Post Portal and the rates shown in the PluginHive app?

The PluginHive app calculates rates based on your Australia Post account tier and the order details entered. Differences can occur if the address or package details in the app don’t exactly match what’s used in the Australia Post portal. To check and resolve: 1. Make sure the delivery address is exactly the same in both the app and the Australia Post portal. 2. Ensure the package weight and dimensions are identical. 3. Verify you’re using the same service type (eParcel, StarTrack, or MyPost Business). If the rates still don’t match, take a screenshot of the Australia Post rate calculation page with the full address and package details visible and share it with PluginHive support for further review.

Why are the shipping costs shown during label generation in the PluginHive app sometimes higher than expected, exceeding $150-$200, when Australia Post said nothing should be more than $50?

The shipping rates displayed in the PluginHive app during label generation are based on the rates from your Australia Post account. To ensure accuracy and verify discrepancies: 1. Log in to your Australia Post business account on their official website. 2. Enter the same shipping and package details as used for the specific order in the PluginHive app. 3. Compare the rates shown on the Australia Post website with those in the PluginHive app. – If the rates are significantly different or unexpectedly high in the app, do not generate or fulfill the label for that order. – Notify PluginHive support and provide details of the order and the rate discrepancy for further investigation. – Providing a rate table from Australia Post can also help cross-verify and resolve pricing issues. This approach ensures you only pay correct shipping rates and helps identify any misconfiguration or integration issues promptly.

Is it possible to give a 50% discount on shipping rates using the app, and how do I configure it?

Yes, you can apply a 50% discount to the shipping rates shown through the app. To do this: 1. Navigate to App Settings. 2. Go to Rates Settings. 3. Click on the Edit option for Carrier Services. 4. Add “-50%” as the value for the discount under the "Adjustment (%)" column for the required services. 5. Save the changes. After updating the settings, perform a test transaction to verify that the discounted rates appear as expected.

What features does the PluginHive Australia Post app offer?

The PluginHive Australia Post Rates and Labels app includes the following features: 1. Support for MPB, eParcel and Startrack accounts. 2. Displaying real-time shipping rates at checkout. 3. Generating and printing shipping labels for orders. 4. Creating manifests for shipments. 5. Order tracking functionality. Additionally, a 14-day free trial is available, and onboarding support via Zoom is offered after installation.

Does the PluginHive Australia Post Rates and Labels app support eParcel Express accounts?

Yes, the PluginHive Australia Post Rates and Labels app supports eParcel Express accounts. With this app, you can display shipping rates at checkout, generate and print shipping labels for your orders, create manifests, and track orders.

Why are Australia Post shipping rates not showing at checkout when using the PluginHive Australia Post app on Shopify?

If Australia Post rates are not appearing at checkout: 1. Ensure Carrier-Calculated Shipping is enabled on your Shopify plan. 2. Confirm the shipping address entered at checkout is valid and serviceable by Australia Post. 3. Go to Shopify Admin > Settings > Shipping & Delivery, open your shipping profiles, and check that Australia Post app rates are added for each shipping zone. 4. In the zone settings, choose Use carrier or app to calculate rates, then select the Australia Post app. 5. Save your changes and test checkout again.

Why do the shipping rates calculated by the PluginHive Australia Post Rates & Labels app differ from the rates shown on the Australia Post website?

The PluginHive app calculates rates based on your Australia Post account tier and the order details entered. Differences can occur if the address or package details in the app don’t exactly match what’s used in the Australia Post portal. To check and resolve: 1. Make sure the delivery address is exactly the same in both the app and the Australia Post portal. 2. Ensure the package weight and dimensions are identical. 3. Verify you’re using the same service type (eParcel or StarTrack, or MyPost Business). If the rates still don’t match, take a screenshot of the Australia Post rate calculation page with the full address and package details visible and share it with PluginHive support for further review.

How can I set up the PluginHive app to use only for displaying shipping rates when I have already set up flat rates?

To use the PluginHive app exclusively for displaying shipping rates while maintaining your existing flat rate setup, follow these steps: 1. Integrate your PluginHive app with your carrier/shipping provider account (such as MyPost Business), as demonstrated during the call. 2. Configure your products and package details within the app settings to ensure accurate rate calculations. 3. Ensure that the “Display Carrier Rates” option is enabled in the app’s shipping settings so that PluginHive shipping rates appear at checkout in addition to or instead of your flat rates, based on your configuration. 4. Review your store's shipping settings on Shopify to make sure the PluginHive rates are prioritized or displayed as required. This setup allows PluginHive to provide live carrier rates at the checkout while retaining your flat rates as another option.

How can I confirm if the shipping rates my store shows match the rates provided by Australia Post?

To confirm if your store’s shipping rates match those from Australia Post: 1. Log in to your Aus Post Account on auspost.com.au. 2. Manually recreate the same transaction—using identical products, weights, package dimensions, and destination—as you do in your store’s checkout. 3. Compare the shipping rates returned by Australia Post’s website with those displayed in your store. If there is any mismatch, reach out to PluginHive support for an in-depth rate comparison and troubleshooting.

Why do the shipping rates calculated in the PluginHive app differ from the rates shown on the Australia Post website, and how can I configure the app to ensure accurate costs for specific package sizes and weights?

The PluginHive Australia Post Rates & Labels app calculates rates using your Australia Post account tier, packaging setup, and the order details provided. Discrepancies can occur if the address, weight, or dimensions entered in the app don’t exactly match those used in the Australia Post portal. To ensure accuracy: 1. Match the delivery address exactly between the app and the Australia Post portal. 2. Confirm the package weight and dimensions are identical, including the carton or satchel size. 3. Verify the same service type is selected (eParcel, StarTrack, or MyPost Business). If you still notice differences, capture a screenshot from the Australia Post rate calculator showing the full address, package size, and weight, and share it with PluginHive support for further investigation.

Why do the rates in PluginHive’s app differ from those on the Australia Post website, even though I'm using the same shipment details?

If you are not logged into your Australia Post account when checking rates on the Australia Post website, you will receive published (retail) rates. In contrast, PluginHive’s app pulls tiered rates associated with your business account (eParcel or MyPost Business). To get an accurate comparison, log into your Australia Post account on their website and recreate the order using the same shipping address and weight. This ensures the same account rates are being compared. Please contact PluginHive support if the issue persists.

Why is there a discrepancy between the shipping rates shown in my Shopify checkout using the PluginHive Australia Post app and the rates shown directly in my Australia Post portal?

Shipping rate discrepancies often occur due to differences in how product packaging, dimensions, and weights are set up in your app versus your Australia Post account. To ensure accurate rates: – Double-check that the dimensions and weights for the package in the PluginHive app match those used in the Australia Post portal. – Update the packaging settings in the PluginHive app to accurately reflect the real Australia Post satchels and cartons you use (small, medium, large satchels, and carton for bundles). – When configuring products, include the packaging material (such as bubble wrap) in the product weight, as Australia Post calculates shipping based on total weight including packaging. – After updating dimensions and weights, test the rates at checkout for various combinations to ensure the rates align with those from the Australia Post portal.

Is it possible to only offer postage prices that we set, instead of Australia Post rates?

To offer only your own set postage prices at checkout, you can create custom flat rates within the Shopify Shipping Profile settings. The app displays Australia Post rates by default, but by configuring your shipping profiles with custom rates in Shopify, only those rates will be shown to customers during checkout. If you require further customization or assistance with these settings, consult Shopify support.

What does the "CONTRACT_NOT_VALID_ERROR" from Australia Post mean, and how can I resolve it to display shipping rates in PluginHive?

The "CONTRACT_NOT_VALID_ERROR" (error code 41003) indicates that the contract for your Australia Post charge account has either expired or is not yet valid. To resolve this, you should: 1. Share the specific error message with your Australia Post Account Manager or contact their support at auspost.com.au/help-and-support. 2. Work with AusPost to either renew your contract or ensure your charge account is correctly set up and active. 3. Once AusPost resolves the contract issue, rates should appear as expected in your PluginHive app.

Why are my Australia Post shipping options not working at checkout, and how can I fix the "rates failure" error in the PluginHive Shopify app?

The Australia Post shipping rates may fail to display at checkout if the "First Name" and "Last Name" fields in the App Settings under Shop Contact Details are left empty. To resolve this error: 1. Go to your PluginHive App Admin panel. 2. Navigate to App Settings → Shop Contact Details. 3. Ensure that both the "First Name" and "Last Name" fields are filled in with valid information. 4. Save your changes. 5. Test your checkout again; shipping rates should now be visible. Note: The First Name and Last Name entered here will also appear on shipping labels in the "Ship From Address" section. If the issue persists, Please contact PluginHive support for more clarification.

Is it possible to configure the PluginHive Australia Post Rates & Labels app to display custom shipping rates per individual product, similar to the Bandcamp merch model, instead of showing Australia Post rates?

No, it is not possible to display custom per-product shipping rates in place of Australia Post rates through the PluginHive Australia Post Rates & Labels app. The app is designed to calculate and display shipping rates based on Australia Post carrier rates using the product details and customer delivery address. Custom per-product shipping rates as described are not supported. For additional setup guidance, you can refer to the App Setup Article: https://www.pluginhive.com/knowledge-base/set-up-shopify-australia-post-rates-labels-tracking-app/ —

Why are Australia Post rates not working in my PluginHive app?

If Australia Post rates are not appearing in your PluginHive app, check the following: 1. Ensure that your PluginHive app is properly configured with your Australia Post credentials. 2. Verify that your shipping zones and rates are correctly set up in Shopify to use PluginHive for rate calculation. 3. Confirm there are no conflicts with other shipping apps or rules that might override PluginHive rates. 4. Test by simulating a checkout with a shipping address in Australia to see if rates appear. 5. Ensure you have the Carrier Calculated Shipping feature enabled for your store in Shopify. Please contact PluginHive support for more clarification.

What steps can I take to verify if Australia Post or StarTrack will return rates for a package over 22 kg?

To verify if Australia Post or StarTrack will return rates for packages over 22 kg, follow these steps: 1. Use the Australia Post postage calculator at https://auspost.com.au/parcels-mail/calculate-postage-delivery-times to input your shipment details (including weight and dimensions). 2. If you have a StarTrack account, log in to the StarTrack portal at https://startrack.com.au under "My StarTrack Online" or "Parcel Send" to perform a rate check for your package with the required weight. 3. If you successfully retrieve shipping rates for packages over 22 kg, capture a complete screenshot of the result, and share the screenshots with the PluginHive team for further investigation. 4. If you do not receive any rates or encounter an error, contact your Australia Post or StarTrack account representative to clarify the weight limits and service availability on your account. —

How can I use the Australia Post calculator to check available shipping services and rates?

You can use the official Australia Post calculator to view available shipping services and estimated rates based on your package and destination: -->Visit the Australia Post Postage Calculator: https://auspost.com.au/parcels-mail/calculate-postage-delivery-times -->Enter the origin and destination details (suburb and postcode). -->Provide the weight and dimensions of your package. -->Review the list of available shipping services and estimated charges. For StarTrack services: -->Log in to https://startrack.com.au -->Navigate to My StarTrack Online or Parcel Send for rate visibility based on your business account. To see contract rates, ensure you're logged in with your Australia Post Business or StarTrack account credentials.

How can I access discounted Australia Post rates through the PluginHive Shopify app?

The PluginHive Shopify Australia Post app allows you to integrate your Australia Post Account Number with the app. If your Australia Post account is eligible for discounted or contract rates, these rates will automatically be returned and displayed by the app. To obtain discounted shipping rates, you should contact your Australia Post Account Manager, provide them with the average number of shipping labels you process each month, and inquire about discounts based on your shipping volume. Once your account is set up with discounted rates by Australia Post, ensure your account number is correctly integrated in the app to access those rates.

Why Australia Post/StarTrack shipping rates are not provided for packages over 22 kg through PluginHive app, even though the account previously allowed this?

Australia Post has enforced a policy limiting shipping rate calculations via their API to packages up to 22 kg. While certain customers could previously obtain rates for heavier packages, this exception has been removed, and the restriction is now uniformly applied via the API. As a result: – The Australia Post will not return rates for packages exceeding 22 kg through the standard integration. – If your business needs to ship heavier packages through Australia Post, you can reach out to the Australia Post team and check if your account is eligible for processing shipments having package weight greater than 22 kgs. For continued shipping of heavier parcels, consult with your Australia Post Business Account Manager to discuss your options and verify if the app can be updated to use a compatible API. —

How can we get our Australia Post discounted (negotiated) rates to show in the PluginHive app instead of the generic rates?

To access your discounted Australia Post rates in the PluginHive app, you need to add your AusPost eParcel (contract) account instead of a MyPost Business account. The negotiated rates are only available with eParcel accounts. Please contact PluginHive support for more clarification.

I have received my eParcel account credentials (account number and API password). What should I do with them to set up discounted rates?

Use your eParcel API Key (account number) and API Password to add your eParcel account in the PluginHive app. Go to App Settings → Account Settings, remove your existing account, then add a new Australia Post account, entering your new credentials when prompted. This will enable your negotiated rates for shipping. Please contact PluginHive support for more clarification.

Why am I still being billed by your app after closing my account?

Our app operates on a monthly subscription basis, and Shopify continues to automatically bill you each month as long as the app remains installed on your store. Billing stops only after the app has been uninstalled from your Shopify store. Since you have uninstalled the app today, you will not be billed for it moving forward. If you have further concerns, please let us know.

If I start the trial version of the PluginHive Shopify Australia Post Rates & Label app and approve the USD 19 charge, will I still be charged if I cancel before the trial ends?

No, you will not be charged if you uninstall the app within the 15-day free trial period. After installation, you need to approve the app charges to access the trial, but as long as you uninstall the app before the trial expires, you will not incur any charges. Please contact PluginHive support for more clarification.

How can I verify that the shipping cost shown during label generation in PluginHive reflects the correct Australia Post rates for my order?

The shipping cost displayed while generating a label in PluginHive represents your Australia Post account rates, calculated based on the specific order details—including Ship From, Ship To, and package information. To independently verify these rates: 1. Collect the relevant order details: shipping addresses and package dimensions/weights as recorded for that order. 2. Visit the Australia Post rates calculator. 3. Enter the same order details into the calculator. 4. Compare the rate returned by Australia Post with the rate shown in PluginHive during label generation. Any discrepancies may indicate that product weights, packaging settings, or address details need adjustment in your store or the app. For additional confirmation, you can always recreate the scenario on the Australia Post site as described.

What should I do if my discounted Australia Post rates are not showing in PluginHive after granting store access?

If your discounted rates are still not appearing after granting access: 1. Verify that your Australia Post contract credentials are correctly entered in PluginHive. 2. Confirm with Australia Post that your account is enabled for contract rates via the Shipping & Tracking APIs. 3. Review the API transaction details (request and response XMLs) and share them with Australia Post support to confirm that the correct details are being used. 4. Double-check the package details for any warnings in the API response (such as weight exceeding limits), as these may impact the rates shown. 5. If issues persist, contact PluginHive support with API logs and any Australia Post feedback for further investigation.

How can we get our Australia Post discounted rates to show for customers instead of the generic rates when using the PluginHive app?

To display your discounted Australia Post contract rates (and not the generic rates), your PluginHive app must be configured to use the "Get Shipment Price API" from Australia Post’s Shipping & Tracking APIs. If set up to use the PAC API, only generic card rates will be returned. Ensure the app is calling the correct API using your contract account credentials. You may need to provide PluginHive support access to your store for verification. Share the API request and response details with your Australia Post representative to confirm you are passing the necessary account information as per Australia Post’s requirements.

Is it possible to enable Australia Post Domestic and International services, Same Day Services, and StarTrack Express and Premium using the PluginHive Australia Post app?

The PluginHive Australia Post Rates and Labels app supports Australia Post Domestic and International services as well as StarTrack account services for both Domestic and International shipments, including StarTrack Express and Premium. However, Same Day services are not supported by the app at this time. The app allows you to display rates at checkout, generate and print shipping labels, manifest orders, and track shipments. You can refer to the Product Page for more details and utilize the 14-day free trial to test its features for your business requirements. After installation, an onboarding session via Zoom can be arranged for setup assistance.

Does the PluginHive Australia Post Rates & Labels app support combined shipping rates for multiple products? How is this configured?

Yes. The PluginHive Australia Post Rates & Labels app automatically calculates combined shipping rates by considering all items in the customer’s cart along with their weight, dimensions, and the shipping address. The app displays each available Australia Post service with its corresponding live rate, ensuring accurate costs as per Australia Post’s pricing. To set this up: 1. Install and configure the app with your active Australia Post account. 2. Ensure each product in Shopify has accurate weight and dimensions. 3. The app will then calculate and display the total rate for all items together at checkout. In addition to calculating rates, the app also allows you to generate & print Australia Post shipping labels, manifest orders, and track shipments.

What should I do if my shipping rates are not appearing at checkout through the PluginHive Australia Post app after changing my Shopify plan from monthly to annual?

After switching to an annual Shopify plan, the "Carrier Calculated Shipping" (CCS) feature may be disabled, which is essential for third-party apps like PluginHive to display shipping rates. To resolve this: 1. Reach out to Shopify Support to ensure CCS is active on your account. 2. Once confirmed, the PluginHive team can re-register the CCS integration with your app. 3. Verify that shipping rates now appear at checkout. 4. If shipping rates still do not show, review your shipping profiles in Shopify to ensure the PluginHive app rates are properly assigned. Enabling CCS and re-registering the app typically resolves missing shipping rate issues following a Shopify plan change. If the problem persists, do reach out to PluginHive support.

Do the Australia Post postage charges get billed through Shopify or my Australia Post account?

The shipping rates and postage charges used for label generation are billed through your Australia Post account that you have added to the PluginHive app, not through Shopify. This ensures that all shipping costs correspond directly with your Australia Post account details and negotiated rates.

Can I combine different Shopify shipping rates using the PluginHive Australia Post Rates and Labels app, for example when a customer orders items from different shipping groups?

Combining shipping rates from different shipping groups and displaying a single, total shipping amount at checkout is not possible with the Australia Post Rates and Labels app. The app displays live shipping rates at checkout, but each group's shipping rates are calculated and shown separately according to Shopify’s standard logic. If advanced rate combining is required, this functionality is not supported in the Australia Post Rates and Labels app. —

Do I need a MyPost Business account to verify if the shipping rates from the PluginHive app match actual Australia Post rates?

Yes, to independently verify shipping rates, you need to log in to the Australia Post website using a MyPost Business account. Once logged in, you can simulate transactions by entering the sender and recipient addresses, packaging method, and product weight and dimensions to compare the calculated rates with those provided by the PluginHive app. If there are discrepancies, you can provide complete screenshots of the comparisons for further troubleshooting. —

What should I do if shipping rates in the PluginHive app do not match the standard Australia Post rates?

If you notice discrepancies between the PluginHive app rates and Australia Post rates, try the following: 1. Verify that the delivery address, package weight, and dimensions entered in the PluginHive app exactly match those used in your Australia Post account or website. 2. Ensure you are using the same Australia Post service type (e.g., eParcel, StarTrack, or MyPost Business) in both systems. 3. Review your packaging settings in the PluginHive app to confirm correct box sizes and weight limits are set. 4. Test a few orders manually by comparing rates on the Australia Post portal with rates calculated by the app. 5. If discrepancies persist, provide detailed screenshots of the rate calculations from both systems along with order details to PluginHive support for further investigation.

What happens if a customer adds both a heavy/bulky item (set for Australia Post rates) and a small item (set for flat rate) to the same cart?

If a customer adds products from both profiles to the cart, the shipping rates from both profiles will be combined and charged together. There isn't an option to default to Australia Post calculated rates for the entire cart in this scenario; rates from both profiles are simply added.

Are the shipping rates shown and charged to customers at checkout provided by the PluginHive Australia Post app?

The PluginHive Australia Post Rates and Labels app can display Australia Post shipping rates at checkout, and these rates are passed to the customer. To check if the rates shown and charged to customers at checkout are provided by the PluginHive Australia Post app, go to Shopify Settings > Shipping and Delivery > Shipping Profile > Under Shipping Zones if you see "Australia Post Rates Service (Rates provided by app)" configured, then the rates are being provided from our app.

How can I get the PluginHive Australia Post Rates app to show shipping rates on the Shopify cart page, like a competitor’s site?

To display shipping rates on the Shopify cart page using the PluginHive Australia Post Rates app, the following conditions must be met: 1. The shipping estimator/calculator on the cart page must collect these four required fields: Country, State/Province, City/Suburb, and Postal Code. 2. Shopify must pass all these address details from the cart page to the PluginHive app. 3. The app uses this complete address to request rates from Australia Post and display them on the cart page. If any field (especially City/Suburb) is missing or not passed correctly from the cart page, rates cannot be calculated or displayed. Customization by your theme or a developer may be needed to ensure all required address fields are included and correctly mapped before communicating with PluginHive's app. —

What steps should I follow if the shipping calculator on my Shopify cart page does not work with PluginHive’s app?

To troubleshoot and resolve shipping calculator issues on your Shopify cart page with PluginHive’s app: 1. Verify the form includes Country, State/Province, City/Suburb, and Postal Code. 2. Check that Shopify recognizes and passes these values as part of the shipping address data to the PluginHive app. 3. Inspect your theme or code customizations to confirm the City/Suburb field is correctly mapped and not just a visual field. 4. Test the process with real address data and monitor PluginHive’s rate request logs for errors. 5. If rates still do not appear, consult with your theme developer to diagnose the case further.

Even after adding the City field to the cart shipping calculator, why are Australia Post rates not displaying?

If rates are not displayed even after adding the city field on your cart page, it is likely that Shopify is not passing the entered city value to the PluginHive app. The app can only include details that it receives from Shopify in the rates request, so if the city is missing, Australia Post will not return rates. You can first verify this by checking App → Rates Log → Request/Response to confirm which address details are being received. If the city is missing there, you will need to get it mapped correctly. For that, you can reach out to Shopify support or your theme developer to ensure the city field is properly configured and passed as part of the shipping address data.

Why don’t Australia Post shipping rates show up on my cart page?

Australia Post requires complete address details—Country, State/Province, City/Suburb, and Postal Code—for rates to be returned. If any of these fields (for example, City/Suburb) is missing, or if Shopify or the cart form does not transmit them correctly to the app, shipping rates cannot be calculated. Please ensure all required fields are present on the cart page and confirm with your theme developer that the full address information is being passed.

Why does the PluginHive Australia Post Rates app not show rates on the cart page?

The PluginHive Australia Post Rates app do not show rates on the cart page for various reasons like : -If the Carrier Calculated Shipping rates are not enabled. -If the address is missing some information like Country, State/Province, City/Suburb, and Postal Code. If any field (especially City/Suburb) is missing, Australia Post’s API won’t return rates. Please contact PluginHive support for more clarification.

Why does the PluginHive app require the City/Suburb field on the cart page for Australia Post rate calculation?

Australia Post’s API mandates the City/Suburb field for shipping rate calculations. The PluginHive app must provide this information when requesting rates; therefore, your cart page shipping estimator must collect and ensure the City/Suburb field is included, and Shopify must pass this value to the app. Even if other fields are present, omitting City/Suburb will prevent rate calculation and display on the cart page. Ensure your theme’s shipping calculator includes the City/Suburb input and that Shopify sends it to the app for successful rate estimation. —

We have enabled the shipping calculator on our cart page, but rates are still not appearing. What should we check?

Australia Post requires complete address details—Country, State/Province, City/Suburb, and Postal Code—for rates to be returned. If any of these fields (for example, City/Suburb) is missing, or if Shopify or the cart form does not transmit them correctly to the app, shipping rates cannot be calculated. Please ensure all required fields are present on the cart page and confirm with your theme developer that the full address information is being passed.

Why am I unable to ship to Norway on my B2B Shopify store using the PluginHive Australia Post Shipping app, despite being able to ship to Norwegian addresses from my other stores? Why are Australia Post shipping rates not showing at checkout for certain international destinations in my Shopify store when using the PluginHive Australia Post Shipping app?

The issue was due to a misconfiguration in the app rates within your Shipping Profile. Specifically, the “Future Services” option was disabled in the App Rates settings for the Shipping Zones. When this option is turned off, no shipping services are returned at checkout for the affected regions. Enabling the “Future Services” option resolved the issue and allowed Australia Post rates to display for Norway and other international addresses. — This issue can occur if the “Future Services” option is disabled in the App Rates settings for the relevant Shipping Zones in your Shipping Profile. When this option is turned off, the app will not return any available services for some regions at checkout. Enabling the “Future Services” option ensures that Australia Post rates are displayed for all supported international destinations.

What steps should I follow to enable PluginHive’s Australia Post app shipping rates for all desired international regions in Shopify?

Follow these steps to ensure rates are enabled: 1. Go to Shopify’s Admin panel and navigate to ‘Settings’ > ‘Shipping and Delivery’. 2. Under “Shipping Profiles,” locate the profile and shipping zones you want to configure. 3. Ensure the PluginHive Australia Post app is selected as the rate provider for each relevant zone. 4. In the app’s rate settings, enable the “Future Services” option to allow all possible Australia Post shipping methods. 5. Test checkout with sample addresses in each zone to confirm that shipping rates are now showing. —

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Shopify Australia Post Shipping App