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Australia Post Shipping Label and Rate Integration Issues on Shopify – FAQs

    Identify and resolve API or checkout-related error messages

Questions in this section:

Can I test the PluginHive Australia Post Rates and Labels app on our unpublished or development theme before making it live?

Currently, the PluginHive Australia Post Rates and Labels app is designed to work seamlessly with live Shopify stores. If you need to test the app on a development or unpublished theme, please provide information about your average monthly order volume using Australia Post. This will help the PluginHive team determine the possibilities and appropriate steps for enabling testing in your specific scenario. Contact the PluginHive support team with these details for further guidance.

Why am I not seeing live shipping rates at checkout using the PluginHive Australia Post Rates and Labels app?

If you're not seeing live shipping rates at checkout using the PluginHive Australia Post Rates and Labels app, here are a few things to check: 1. App Not Assigned to Shipping Zone: Go to Shopify > Settings > Shipping and Delivery > General Shipping Rates and ensure the PluginHive app rates are added under the correct shipping zone (e.g., Domestic, International). 2. Australia Post Account Not Connected Your Australia Post account might not be properly connected 3.Rates Log in App: Check the Rates Log in the PluginHive app to see if any errors occurred while calculating rates for the given order/address. 4. Shopify Plan Limitations: Ensure you're on a Shopify plan that supports third-party carrier-calculated rates (needed for real-time rates at checkout).

What should I do when I see the "failed to fetch rates" error while using Australia Post Rates & Labels in my Shopify store?

The "failed to fetch rates" error can occur if the suburb in the shipping address doesn't match Australia Post's recognized format. For example, "Saint Marys" should be entered as "ST Marys" because Australia Post recognizes the abbreviation format. To resolve this: 1. Verify the shipping address, especially the suburb name. 2. Update the suburb to the correct format as recognized by Australia Post (e.g., "ST Marys" instead of "Saint Marys"). 3. After correcting the suburb, retry fetching rates and generating the label. 4. If the issue persists, double-check the address details or contact support for further assistance. Always ensure address fields match Australia Post's accepted formats to avoid rate fetching errors.

How can I choose Parcel Post without a signature for Australia Post Rates & Labels in the PluginHive app?

To select Parcel Post without requiring a signature, disable the Delivery Signature option by following these steps: 1. Go to App Settings. 2. Navigate to Additional Settings. 3. Locate the "Is Delivery Signature Needed" option. 4. Select "Not Required". 5. Click Save to apply the changes.

How can I troubleshoot issues with the PluginHive Shopify Australia Post Rates and Labels App when orders are failing, and ensure my setup is correct?

To troubleshoot issues with the PluginHive Shopify Australia Post Rates and Labels App and ensure your setup is correct, follow these steps: 1. Verify Product Details: Ensure each product in your Shopify store has accurate weight entered and correct dimensions are added to the products in the app. Incomplete or incorrect information can lead to incorrect rate calculation or rate calculation failures at checkout. 2. Update Box Packaging: Set up your boxes under App Settings → Box Packaging in the PluginHive dashboard. Accurate box dimensions and weights improve shipping rate accuracy. 3. Check Shipping Zones: Ensure your shipping zones and methods are configured correctly in Shopify and the PluginHive app. 4. Review Carrier Account: Confirm that your Australia Post carrier account details are correctly entered and active within the PluginHive app. 5. Test Checkout: Place a test order to confirm that shipping rates calculate properly and display to your customers at checkout. 6. Label Generation: If order processing continues to fail despite the above, verify that label generation works as expected. Double-check printer settings and label formats. 7. Documentation Reference: For detailed setup guidance, refer to the PluginHive Shopify Australia Post Rates and Labels setup guide: https://www.pluginhive.com/knowledge-base/set-up-shopify-australia-post-rates-labels-tracking-app/ 8. Support: If issues persist, contact PluginHive support and share your case for review and resolution.

Why is the delivery method for order listed as "International Parcels" instead of AusPost in the Australia Post Rates & Labels app?

The delivery method for order is shown as "International Parcel- Standard Large" because this specific service was selected during the order creation. The service name selected during checkout appears under the Delivery Method, which is the expected behavior of the Australia Post Rates & Labels app integration. "International Parcel- Standard Large" is the name of the service provided by Australia Post.

How can I cancel my monthly plan for the Australia Post Rates & Labels app on Shopify?

To cancel your monthly plan for the Australia Post Rates & Labels app, simply uninstall the app from your Shopify store. Once the app is uninstalled, your subscription will be automatically canceled and you will not be billed further for the app.

Why was I charged for my PluginHive Australia Post Rates & Labels app subscription after requesting cancellation?

PluginHive app subscriptions on Shopify are managed and billed directly by Shopify. Charges start after the free trial ends and continue as long as the app remains installed. Please contact PluginHive support for more clarification.

What should I do when I encounter a "Failed to Fetch Rates" error with the Australia Post Rates & Labels app on my Shopify store?

If you experience a "Failed to Fetch Rates" issue with the Australia Post Rates & Labels app, follow these steps: 1. Check the Shipping Address provided for the order to make sure that the Suburb and Postal Code combination is correct. If not, update the address with correct details and try again. 2. If you continue facing difficulty, note the specific order number or scenario where the error occurs and reach out to PluginHive support team with the details.

Why was I charged for the Australia Post Rates & Labels app on Shopify even though I did not use it?

Shopify manages billing for all active apps on its platform. After the trial period ends, subscription charges automatically begin if the app remains installed on your store, regardless of whether you have actively used it. To avoid further charges, ensure you uninstall the app before the trial concludes. Once the app is uninstalled, you will not be billed in future cycles. —

Does the "Australia Post Rates & Labels" app provide the ability to automatically fill out customs declarations for international parcels?

Yes, the "Australia Post Rates & Labels" app allows you to automatically generate Commercial Invoices required for international orders. The app can include essential customs information, such as the HS Code and Country of Manufacturer for each product, on the Commercial Invoice. To use this feature, you need to have a registered account with MyPost Business, eParcel, or StarTrack and connect that account to the app. Additionally, the app supports rate calculation at checkout, label generation and printing, and shipment tracking.

Does the Australia Post Rates & Labels app work correctly even if the Preferred shipping carrier in Shopify is not set to Australia Post?

Yes, the Australia Post Rates & Labels app functions as intended regardless of whether the Preferred shipping carrier in your Shopify store settings is set to Australia Post. You can continue using the app to generate accurate shipping rates and labels without needing to select Australia Post as the preferred carrier. Please verify the app's operation and reach out if you need further assistance.

Why am I being charged for the Australia Post Rates & Labels app after I uninstalled it?

Shopify manages all app subscriptions and billing. Charges begin once the trial period ends and the app remains installed on your store. If you uninstall the app after the subscription start date, you may still be charged for usage up to the uninstall date because the subscription and billing process is managed on Shopify’s end. To avoid future charges, ensure the app is uninstalled before the end of the trial or subscription renewal period.

How can I add product details to the packing slip in the Australia Post Rates & Labels app?

The packing slip generated by the Australia Post Rates & Labels app automatically includes product information such as Product Name, SKU, Quantity, Weight, and Price. If you require additional details to be displayed on the packing slip beyond these fields, please specify your requirements so that the PluginHive support team can check the feasibility of including the requested information.

Can I use the PluginHive Australia Post Rates and Labels app only to display live shipping rates at checkout if my shipping is fulfilled by a third party, and I don't need to print shipping labels?

Yes, you can use the Australia Post Rates and Labels app solely to display live carrier shipping rates at checkout, even if you do not need to print shipping labels. This setup is suitable for stores where fulfilment is managed by a third party (3PL), as the app isn't limited to label generation—it can display accurate Australia Post rates to your customers at checkout.

How can I schedule a call with PluginHive to assist with configuring the Shopify Australia Post Rates & Labels App?

To schedule a call with PluginHive support, you can respond directly to the email you received from the PluginHive team expressing your availability. The team will then share an Appointment link and you can book a call as per your availability.

How do I force sync new products so they appear in the Australia Post Rates & Labels app and shipping rates are shown at checkout?

Product synchronization in the Australia Post Rates & Labels app is managed through webhooks. When you add a new product or update an existing product in your store, webhooks are automatically triggered to add or update those products in the app. If new products are not appearing in the app or rates are not showing at checkout, it may indicate an issue with webhook communication or synchronization. In such cases, contact PluginHive support to investigate and resolve any potential webhook failures to ensure products are properly synced.

What caused my new products not to appear in the Australia Post Rates & Labels app, and how can I avoid this issue in the future?

Product synchronization in the Australia Post Rates & Labels app is managed through webhooks. When you add a new product or update an existing product in your store, webhooks are automatically triggered to add or update those products in the app. If new products are not appearing in the app or rates are not showing at checkout, it may indicate an issue with webhook communication or synchronization. In such cases, contact PluginHive support to investigate and resolve any potential webhook failures to ensure products are properly synced.

How can I unsubscribe from the Australia Post Rates & Labels app on my Shopify store?

Once you uninstall the Australia Post Rates & Labels app from your Shopify store, your subscription is canceled automatically. You will not be charged from the upcoming billing cycle. No further action is needed after uninstalling the app to end your subscription.

How do I test if the PluginHive Australia Post Rates and Labels App is set up correctly on my Shopify store?

To verify the app setup: 1. Ensure that your products are assigned to the correct Shipping Profile in Shopify. 2. Confirm that product details (weight and dimensions) are entered correctly in Shopify product settings. 3. Go to your storefront and add products to the cart, then proceed to the checkout page. 4. At checkout, you should see real-time Australia Post shipping rates generated by the app. If you encounter issues or do not see the rates, review your shipping profiles, product details, and app configuration, or reach out to PluginHive support for detailed guidance.

Why are shipping rates not appearing for some products or collections when using the PluginHive Australia Post Rates and Labels App?

Shipping rates may not appear if product dimensions or weights fall outside Australia Post’s supported limits or are missing. For example: – Australia Post supports a maximum parcel length of 105 cm. If a product (e.g., "Karma Eagle Wheelchair") has a length of 108 cm, no rates will be returned. To resolve this, update the product’s dimensions in the app to be within the supported limits (≤105 cm length). – If a product lacks dimension information, the app applies default dimensions (e.g., 1x1x1 cm). Australia Post requires minimum parcel dimensions of 5 cm in any direction. Adjust the app’s default dimensions (in App Settings → Stores → Other Details) to meet these minimums, such as 5x5x1 cm. – If rates display correctly for other products (e.g., "Moon Boot – Ossur Equalizer Premium Large Std Height"), it indicates those products meet the required criteria. Always ensure all products have valid, Australia Post-compatible dimension and weight values for rates to appear at checkout.

How can I cancel my subscription for the Australia Post Rates & Labels app?

To cancel your subscription for the Australia Post Rates & Labels app, simply uninstall the app from your store. Uninstalling the app will automatically cancel any active subscription associated with it. No further action is required after uninstallation.

Can I use the PluginHive Australia Post Rates and Labels app to display Australia Post rates based solely on the rates quoted by my 3PL provider, even if I have an Australia Post Business Account but do not use its direct rates?

The PluginHive Australia Post Rates and Labels app requires you to connect a supported Australia Post account (such as MyPost Business, eParcel, or StarTrack) to display and charge shipping rates at checkout. It displays rates obtained directly from your Australia Post account, not from third-party logistics (3PL) providers. If your shipping rates are provided exclusively by your 3PL and are different from what your official Australia Post account provides, the app will not be able to display the 3PL’s specific negotiated rates. The app’s rate calculation and label generation are based only on the rates retrieved from your connected Australia Post account.

How can I leave a review for the PluginHive Australia Post Rates & Labels app on the Shopify App Store?

To leave a review for the PluginHive Australia Post Rates & Labels app on the Shopify App Store: 1. Log in as the Shopify store admin. 2. Visit the app’s Shopify listing at: https://apps.shopify.com/australia-post-rates-labels#reviews. 3. Scroll down to the “Reviews” section. 4. Click the “Write a review” button. 5. Enter your feedback and rating, then submit the review. If you are unable to leave a review immediately, try logging out and back in or returning later, as sometimes a short delay is required for the review option to appear after installation. Your honest feedback helps improve the app and supports the PluginHive team.

Which PluginHive app should I install to display Australia Post rates and print shipping labels on my Shopify store?

To display Australia Post rates at checkout and generate shipping labels on your Shopify store, you should install the "Australia Post Rates & Labels" app by PluginHive. You can find it at: https://apps.shopify.com/australia-post-rates-labels. This app supports accurate rate calculation and label printing for supported Australia Post business accounts, including MyPost Business.

Why am I still getting an "Authentication Validation Failed" error after uninstalling and reinstalling the Australia Post Rates & Labels app and using new API details?

The "Authentication Validation Failed" error is returned directly from the Australia Post API, indicating that the credentials being used are not valid. This is not caused by the PluginHive app itself. To resolve this: – Double-check that the API key, password, and account number entered in the app are correct and correspond to your Australia Post account. – If you've already confirmed the details and the error persists, you will need to coordinate directly with the Australia Post team to identify and resolve the issue with your credentials. – If you need further assistance, you can schedule a Zoom call with the PluginHive support team to review the configuration together. – Never share sensitive login credentials over email; use secure channels for troubleshooting or collaborative calls when required.

Is there any liquid code or file that needs to be removed when uninstalling the Australia Post Rates & Labels app from a Shopify store, or is simply uninstalling the app from the admin sufficient?

To uninstall the Australia Post Rates & Labels app, you only need to uninstall the app from the Shopify admin. No additional liquid code or files need to be removed manually, as the app does not insert code into your store's theme. Uninstalling the app will also automatically cancel your subscription, ensuring you are not charged further.

Can I use the PluginHive Australia Post Rates & Labels app on the Shopify Basic plan to show Australia Post rates at checkout?

Displaying Australia Post rates at checkout through the PluginHive app requires your Shopify store to have the "Carrier Calculated Shipping" feature enabled. We recommend contacting the Shopify Support team to learn more about this feature and get it enabled for your store. Even without the Carrier Calculated Shipping feature, and while on the Basic plan, you can still use the PluginHive app to generate shipping labels and process orders within Shopify. However, displaying Australia Post rates at checkout will not be possible until the feature is enabled.

How can I request a refund for the Australia Post Rates and Labels app charges if I have not used the app?

Please contact PluginHive support for queries related to refunds.

Can I use the Australia Post Rates & Labels app solely to display shipping rates at checkout without linking my Australia Post account, being charged by Australia Post, or printing labels?

Yes, you can use the app exclusively to display Australia Post shipping rates to customers at checkout. Linking an Australia Post account or printing shipping labels is optional. If you choose not to pay for postage or print labels through the app, only rate calculation and display features will be used. Yes, you can use the app solely to display Australia Post shipping rates at checkout. However, linking your Australia Post account within the app is still required to fetch and display accurate rates. Printing shipping labels and purchasing postage are completely optional, and you can choose to use the app only for rate calculation and display purposes.

Does the Australia Post Rates & Labels app work on Shopify Basic, and do I need to upgrade my Shopify plan during a free trial or for rate calculation features?

The app works on all Shopify plans, including Shopify Basic. However, to display shipping rates calculated by apps at checkout, the Carrier Calculated Shipping (CCS) feature must be enabled for your store. This is a Shopify platform restriction and is not dependent on the PluginHive app itself. The app includes a 14-day free trial, which cannot be extended.

Where can I find more information about setting up the Shopify Australia Post Rates, Labels & Tracking app?

You can refer to the Australia Post App Setup Article available at https://www.pluginhive.com/knowledge-base/set-up-shopify-australia-post-rates-labels-tracking-app/ for detailed, step-by-step instructions on setting up the app, including connecting your Australia Post account, configuring shipping rates, and using label and tracking features.

Why is the "Signature Required" option, even when enabled in the Shopify Australia Post Rates and Labels app, not appearing as selected in Parcel Send?

The "Signature Required" option, when enabled in the Shopify Australia Post Rates and Labels app, is communicated to the Australia Post API and included in the shipping label generation. However, the app does not control how shipment details—including the "Signature Required" setting—are displayed within Parcel Send. In Parcel Send, you may see shipment details coordinated by Shopify, but the display and selection indicators are managed by Parcel Send itself, not by the app. If you need confirmation that the option is being applied correctly, check the generated shipping label itself or reach out to PluginHive support for further investigation. For issues specific to Parcel Send’s display, contact Australia Post directly.

Why am I unable to display live shipping rates at checkout using the Shopify Australia Post Rates & Labels App?

To display live Australia Post rates at checkout, your Shopify store must meet the following requirements: -Carrier Calculated Shipping (CCS) must be enabled on your Shopify plan. You can contact Shopify Support for more information. -Your Australia Post account must be successfully connected within the PluginHive app, with accurate sender and recipient address details. -The shipping zone and method setup in Shopify should align with the services provided by Australia Post. If you're still not seeing rates, please contact PluginHive support with the order details and a screenshot of the error, and we'll be happy to help further.

How can I cancel my subscription to the Australia Post Rates & Labels app if I no longer need it?

To cancel your subscription, simply uninstall the app from your Shopify store. Once the app is uninstalled, the subscription will be automatically canceled, and you will not be charged for future billing cycles. No further action is required.

How do I cancel my subscription to the PluginHive Australia Post Rates & Labels app on Shopify?

To cancel your subscription to the PluginHive Australia Post Rates & Labels app, simply uninstall the app from your Shopify store. Uninstalling the app directly cancels your app subscription. If you require any further assistance or have additional questions, you can contact the PluginHive support team for help.

Can I add a Click & Collect shipping option based on a 5km or 10km radius from my store using PluginHive’s Shopify Australia Post Rates and Labels app?

The Australia Post Rates and Labels app does not support configuring Click & Collect options or geographic radius-based shipping at checkout. For setting up Click & Collect or similar local pickup functionalities based on postcode or radius, you need to explore solutions provided directly by Shopify.

How does the PluginHive Shopify Australia Post Rates & Labels app handle shipping for products without dimensions or weight?

When product dimensions or weight are not available in your Shopify store, you can configure default values for weight and dimensions within the app. These default values will be used for packaging and rate calculation at checkout for any products missing this data. This ensures customers still see shipping rates even if some items lack specific details. For products with dimensions and weights, the actual entered values will be used for accurate rate calculation and packaging selection.

How do I cancel my PluginHive Australia Post Rates & Labels app subscription after uninstalling the app?

When you uninstall the PluginHive Australia Post Rates & Labels app from your Shopify store, your subscription is cancelled automatically. No further action is required—uninstalling the app ensures that your subscription does not renew.

Can I use the Australia Post Rates and Labels app only for calculating shipping rates and not for generating shipping labels?

Yes, you can use the Australia Post Rates and Labels app solely to display Australia Post shipping rates at checkout without generating labels. To enable this, ensure that the "Carrier Calculated Shipping" feature is activated on your Shopify store. If this feature is not already enabled, contact the Shopify support team to request its activation. Please contact PluginHive support for more clarification.

Which Platform Partner's Merchant Token should I use when configuring the Shopify Australia Post Rates & Labels app?

You should use the Merchant Token associated with PluginHive as the Platform Partner when configuring the Shopify Australia Post Rates & Labels app. Obtain this Merchant Token and add it within the app to link your account and use it for your requirements. If you require assistance with the configuration process, contact PluginHive support.

Why am I being charged for the Australia Post Rates & Labels app even though I did not agree to a subscription or use the service?

Shopify handles billing for all active apps on its platform. Charges begin automatically once the trial period ends, provided the app remains installed on your store after the trial. If you uninstall the app before the end of the trial, you will not be charged. Please contact PluginHive support for more clarification.

Why was I charged for the Australia Post Rates & Labels app after uninstalling it from my Shopify store?

Please contact PluginHive support for more clarification.

Has my subscription to the Australia Post Rates & Labels app been cancelled, and will I be charged again in the future?

If you uninstall the app from your Shopify store, the subscription will be cancelled. You will not be charged for this app in future billing cycles. Please contact PluginHive support for more clarification.

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