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Australia Post Weight & Dimension Calculation Problems – Shopify Australia Post Shipping App with Rates, Labels & Tracking FAQs

    Resolve shipping calculation issues due to incorrect weight or dimensions

Questions in this section:

A product in my Shopify store shows the correct weight in grams (e.g., 36 g) but appears as kilograms (e.g., 36 kg) in the PluginHive app, causing Australia Post label generation to fail. How can I fix this and ensure weight units are synced correctly?

This issue typically occurs when the unit of measurement for product weights in Shopify has been changed after the PluginHive app was installed, and the update has not synced to the app. To resolve this and update the measurement units: 1. Uninstall the PluginHive app from your Shopify store. 2. Reinstall the PluginHive app. This process will trigger a fresh sync of product information, updating all weight units as set in Shopify. 3. After reinstallation, verify that product weights show correctly in the PluginHive app. Uninstalling and reinstalling the app will not affect your existing or new orders—all app data remains intact. After completing these steps, you should be able to generate shipping labels without weight-related errors.

After updating product weights or details in Shopify, do I need to manually delete and re-import products in the PluginHive app to reflect changes?

Any changes made to your product weights or other details in Shopify will automatically sync with the app. Manual deletion and re-import are not needed after webhooks are active.

Can Australia Post StarTrack account support shipping packages heavier than 22 kg, and what are their weight limits for different services?

Yes, StarTrack offers several services with different maximum weight limits: – **StarTrack Courier**: Up to 22 kg per individual item. – **StarTrack Express**: Up to 32 kg per individual item. – **StarTrack Premium & StarTrack Next Flight**: Up to 50 kg per individual item, but confirm with your account representative as limits may vary based on account type and shipment options. – **StarTrack Freight Services (e.g., Road Express, Air Freight)**: These services can typically accommodate much heavier consignments by consolidating shipments, often exceeding the above individual limits. To determine your exact allowable package weight, consult with your StarTrack account manager or Australia Post support. Ensure that your Shopify app configuration aligns with these limits for accurate rate calculations.

Can I add box weight to ensure shipping rates account for the packaging in the PluginHive app?

Yes, the PluginHive app includes Box Packing settings where you can add your own shipping boxes and specify the empty box weight. The box weight will be factored into shipping rate calculations, ensuring that postage is accurately calculated based on the total packed weight.

Can I add measurement options for each individual product in your app, not just box dimensions, so we can calculate cubic weight and accurate shipping costs?

Yes, the app lets you add individual dimensions for each product from the Products page within the app. Product weights should be updated in Shopify, and the app will sync them automatically. You can also configure custom box sizes under packaging settings. This ensures both product and box dimensions are used to calculate cubic weight and accurate shipping costs.

Can I bulk import product weight using the PluginHive app's import sheet?

No, bulk importing product weight through the PluginHive app is not supported. The app only allows you to add product dimensions in bulk. To add weight, you need to update it directly in your Shopify products. Once the weight is set in Shopify, the PluginHive app will automatically fetch this information.

Can I gradually add product weights and dimensions over time, or is the PluginHive app only usable after all details are provided?

You can gradually add weights to products in Shopify and dimensions within the PluginHive app over time. Until product-specific weights and dimensions are entered, the app will use your configured default values for calculating packaging and shipping rates. You do not need to have complete information for all products to activate or use the app.

Can I have multiple measurements for the same satchel type (e.g., small satchels with different dimensions) in PluginHive?

In the box packing method, each satchel or box type should be defined with a specific set of dimensions (length, width, height) in the app. If you have satchels of the same type but with varying dimensions, you should create separate entries for each size in the app’s packaging settings. This ensures that the app selects the most appropriate packaging based on each order’s total weight and volume. Update product dimensions accordingly so items are packed accurately.

Can we add dimensions to our products over time, or do dimensions need to be set up for every product at once when using the PluginHive app?

You can add product dimensions over time. The PluginHive app imports products from Shopify along with their weights, as Shopify doesn't provide dimensions by default. To add dimensions, go to the app’s ‘Products’ page where you can update dimensions for each product individually. It is not mandatory to add dimensions to all products at once, but for products where packaging size affects postage calculation, having dimensions entered will provide accurate shipping rates.

Do I need a separate plugin to add weight and dimensions for my products when using the Australia Post plugin?

No separate plugin is needed for weight and dimension settings, as the Australia Post plugin requires and manages product weight and dimensions for accurate rate calculations. Make sure to enter the correct details for your heavy/bulky products within your product settings to ensure accurate shipping quotes.

Do I need another plugin or app to add dimensions and weights for each heavy product when using the Australia Post plugin?

No, you do not need another plugin. You can add the product weight directly in your Shopify store, and the Australia Post app will fetch this information. Product dimensions can be added within the Australia Post app itself. There is no requirement for an additional app to manage these details. Please note that Australia Post supports up to 22 kg per package, so if customers order multiple heavy items, ensure your packaging and shipping setup accounts for this limit.

Do I need to create a separate box for each product if all my products are pre-packed in different sized cartons?

If your products are pre-packed, then there is no need to create any boxes in the app. You can provide Weight and Dimensions to the products and Navigate to Products section in the App and enable the Pre-Packed option.

Do I need to enter the weight and dimensions of all my online products to charge customers the actual Australia Post shipping rates?

Yes, to display accurate shipping rates from Australia Post at checkout, you should enter the exact weight and dimensions for each of your products. Additionally, use the Box Packing method by selecting Australia Post boxes/satchels or specifying your own packaging. This ensures shipping charges reflect the actual postage cost for each order. In case all of your products have the same weights and dimensions, it can be updated in bulk. Weights can be updated in shopify and dimensions can be updated on the AU Post App.

Does the app consider both weight and dimensions of each item when calculating packaging and shipping rates, or only the weight?

The app uses the Box packing method, which takes into account both the weight and dimensions of each product when determining how to pack items and calculate shipping rates. This ensures optimal packing and accurate shipping costs based on both size and weight of the items.

Does the app use the weight of the product set in Shopify to calculate shipping rates and handle packaging, or does it use the Shopify package weight?

The app uses the product weight set in your Shopify product details to calculate shipping rates and handle packaging. It does not use the Shopify package weight setting. Make sure each product's weight is accurately entered, as this directly affects shipping rate calculations and label generation.

Does the PluginHive app support AusPost Large Letter 360x260x20mm (up to 125g/250g/500g) as a package for shipping products like stickers?

Yes, the PluginHive app supports all Australia Post packages, including the AusPost Large Letter option (360x260x20mm, up to 125g/250g/500g). The app packs items based on the package's volume and maximum weight requirements, ensuring your products, such as stickers, are properly packaged and shipped using the selected Australia Post service.

Does the PluginHive Australia Post Rates & Labels app use the weight and dimensions of each product to calculate packaging for orders, including when multiple products are packed together?

Yes, the app can use both product weight and dimensions for packing calculations if you enable the Box Packing method in the Packaging settings. Just add your satchel as a custom box with its dimensions, and the app will pack products accordingly to calculate accurate shipping rates. Please contact PluginHive support for more clarification.

How can I add or update the shipping dimensions (length, width, height) for products in bulk?

To add or update shipping dimensions (length, width, height) for your products in bulk, follow these steps: 1. Navigate to the App > Products section. 2. Click on the Export option to download a CSV file containing your products. 3. In the downloaded CSV file, enter or update the length, width, and height values for each product as needed. Only update the relevant dimension fields; editing other unrelated details may lead to import failure. 4. Save the CSV file after making the necessary changes. 5. Return to the app and use the Import CSV function to upload your updated file. 6. The changes to the shipping dimensions will be applied in bulk to the corresponding products. Note: Product weight can be updated directly in Shopify and will sync automatically to the app, but dimensions (L, W, H) must be managed within the app using the Export and Import CSV feature, as Shopify does not natively support product dimensions.

How can I add weight to products so it is recognized by the Australia Post Rates & Labels app?

To add weight to your products for use with the Australia Post Rates & Labels app, you need to set the product weight within Shopify. Follow these steps: 1. Log in to your Shopify Admin panel. 2. Go to the "Products" section. 3. Click on the specific product name you want to update. 4. Find the "Weight" field and enter the correct product weight. 5. Click "Save" to apply the changes. The app will automatically use the weight entered in Shopify. Product dimensions and other custom details can be added within the PluginHive app, but product weight must be set in Shopify.

How can I add, remove, or adjust boxes used for shipping label calculations in the Australia post app on Shopify?

To manage the boxes (packaging options) used by PluginHive: 1. Go to your PluginHive App within Shopify. 2. Navigate to App Settings > Packaging. 3. To add a new box, use the “Add New” option and specify dimensions and max weight. 4. To remove a box, use the “Edit” button next to the box you wish to disable or delete, then uncheck or remove as required. 5. Save changes and ensure that only the intended boxes are enabled for use in shipping calculations. If you need to fine-tune which box gets picked for specific products or scenarios, make sure the box dimensions and weight limits best match your actual shipping practice. Please contact PluginHive support for more clarification.

How can I change the units of measurement for package weight and dimensions in the app to kilograms and centimeters?

The app uses the Shopify store units of measurement by default. You can update the units in Shopify Settings, update the product details in Shopify with same units and the app should use the updated settings as well. If this does not happen, contact PluginHive support.

How can I edit the package weight with the app so that the generated labels display the correct weights?

You can provide the correct weight on the label in two ways with the app. 1. Make sure to update the correct weights to all of your products in Shopify. The app will automatically use the weight of the products and add them to make the final package weight which will be displayed on the generated label. 2. You can use the Single Label Generation Process with the app and manually edit the total package weight and then proceed with label generation for the order. Single Label Generation Process – https://www.pluginhive.com/knowledge-base/set-up-shopify-australia-post-rates-labels-tracking-app/?srsltid=AfmBOoqq3uttwuL548vU8Lbn4_WWHLeT6ZWQ8Qf6GRCkKJEs20jogZqU#print_aupost_labels_manual

How can I edit the weight of a product in the app?

The app automatically fetches product information, including weight, directly from Shopify. To update a product's weight, go to your Shopify admin, navigate to Products → Edit Product, and update the weight field there. Once you save the changes in Shopify, the updated weight will sync to the app.

How can I ensure items are packed into a single package to generate a shipping label with Australia Post?

Follow these steps to pack items into a single package: 1. Edit the existing package configuration for your order. 2. Ensure you have a box configured in the system with size and maximum weight that can accommodate all products in the shipment. 3. If your box is set with a max weight of 0.5 kg, but your total product weight exceeds 0.5 kg. This causes the system to split items into multiple packages. 4. Update your box settings to increase the max weight to accommodate the total shipment weight. 5. Save the changes, then repack the items using the edited box. 6. Once all items are packed into a single box, try generating the shipping label again. Adjusting your box settings as described will allow the system to generate shipping labels successfully with Australia Post for orders exceeding the original box weight limit.

How can I ensure that parcel dimensions and weight accurately reflect the actual items ordered, given that we do not use preset box or satchel sizes and each order is different, in the PluginHive Australia Post app?

To ensure your parcel dimensions and weight accurately represent each unique order—even when you don't use preset box or satchel sizes—follow these steps in the PluginHive Australia Post app: 1. Enter the correct weight to the products in shopify and dimensional data within the app. 2. Switch to the Box Packing method within the app’s Packaging settings. 3. If you cannot define fixed boxes, create multiple "Custom Box" templates that represent the most common or the largest/smallest parcel sizes you typically ship. 4. Save your updated packaging configuration. 5. Use the Single Label Generation process to manually generate shipping labels for a few sample orders. This allows you to verify that the parcel dimensions calculated by the app match your actual package sizes. 6. Monitor a range of orders to ensure that the generated shipping labels provide accurate package measurements to Australia Post, thereby reducing the risk of extra charges due to mis-declared parcel dimensions. If any discrepancies arise or if further adjustments are required, revisit your product dimension entries and update custom box templates as needed to continue refining accuracy in the app’s calculations.

How can I ensure the app selects the intended box for a specific product during shipping label generation?

To have the app consistently select your preferred box: 1. Make sure the product's weights are accurately specified in Shopify and product dimensions are added in the app. 2. Update the box dimensions and max weight in PluginHive so the intended box is the most appropriate fit (i.e., smallest volume that fits the product while meeting the weight requirement). 3. If multiple boxes qualify, remember the app chooses the box with the least volume that fits the items—adjust dimensions accordingly so only your preferred box meets this criterion. 4. Regularly review and update your packaging settings to reflect any changes in your shipping practices. If adjustments are not working as expected, reach out to PluginHive support for personalized configuration assistance.

How can I ensure the most accurate shipping calculation at checkout and make sure the app selects the correct Australia Post satchel for order packing?

To ensure the most accurate shipping calculation at checkout and that the app selects the correct Australia Post satchel: – Make sure you have entered the correct weight and dimensions for all products in your store. The app uses this information to determine the best-fitting satchel or box. – The app’s box packing method compares each product’s length, width, and height individually with the length, width, and height of each available box or satchel. – The combined volume of all items in the order must be less than the total volume of the selected box or satchel. – The total weight of all items must also be less than the maximum weight limit of the chosen packaging. – Note that the app does not consider rotating the products for packing but uses the set dimensions as provided. For best results: 1. Review all product weights and dimensions for maximum accuracy. 2. Set up your available boxes and satchels correctly in the app settings. This will help the app calculate the most accurate shipping and select the appropriate satchel or box at checkout.

How can I enter or update shipping dimensions (length, width, height) for each product as I create them?

To add or update shipping dimensions (length, width, height) for products, use the following process: 1. Add the new products in Shopify. 2. Go to the App > Products section. 3. Use the Export option to download the CSV file containing your products. 4. Enter or update the desired length, width, and height information for your products in the CSV file. 5. Use the Import CSV function in the app to upload the updated file and apply the changes in bulk. Note: While product weight can be updated directly in Shopify (and will sync to the app), shipping dimensions must be managed within the app using the Export and Import CSV feature, as Shopify does not support native input of dimensions for products.

How can I get the packaging units in PluginHive to match my Shopify store's settings (kg and cm instead of lbs and inches)?

Australia Post supports metric units (kg and cm), and the PluginHive app uses these units for packaging and label generation. If your Shopify store is using the imperial system (lbs and inches), there's no need to worry—the app will automatically sync your product weights and dimensions as they are and convert them to kg and cm during the packaging and shipment process.

How can I make sure that product weights in Shopify and the PluginHive app stay synchronized?

Any changes made to product weights in Shopify will be automatically updated in the PluginHive app. If there is a mismatch: 1. Ensure you update the product weight directly in Shopify. 2. The app will refresh and reflect the correct data without manual intervention. 3. If you encounter any discrepancies in the future, contact PluginHive support for assistance.

How can I make the app send all items in an order as one shipment rather than multiple packages?

To have all items shipped as a single package, adjust the "Max Weight of a package" setting in the app's Packaging Settings. Set the max weight to a value equal to or greater than the total combined weight of the items in the order. For example, if you want to send 36 items together and their combined weight is under 10 kg, set the max box weight to 10 kg. This ensures the app groups all items into one shipment, resulting in correct packaging and shipping costs.

How can I prevent incorrect volumetric weight calculations when generating labels for bundled orders?

To avoid similar issues with volumetric weight calculations for bundled orders: 1. Review and, if necessary, correct your default product dimensions in the app's package settings. 2. Disable the Volumetric Weight option (“Use volume weight for package generation”) in the app settings if your shipments are better suited to actual weight pricing. 3. Before generating the label, double-check the calculated package weight to ensure accuracy. 4. Only proceed with label generation once you’ve confirmed that the package weight is correct.

How can I prevent the app from creating multiple parcels for each item and quantity in an order when generating a shipping label?

To prevent the app from automatically creating multiple parcels for each item and quantity, ensure that all products and their variants in Shopify have accurate weight information, and add product dimensions within the app. The box packing method used by the app relies on these details to perform accurate packaging. If product weight or dimensions are missing, the default weight and dimension set in the app is used for each item, which can cause multiple parcels to be generated. To resolve this: 1. Add exact weights to all products and variants in your Shopify store. 2. Add accurate dimensions to products within the app by exporting the product list as a CSV, updating dimensions, and importing the file back into the app. 3. Adjust your packing preferences if you want to consider only weight, or both weight and dimensions, for package creation. For further assistance is streamlining your packaging setup, contact PluginHive support.

How can I resolve a shipping label generation error caused by a product having weight in kilograms instead of grams, and how can I group items into one satchel if the total weight is less than 1 kg?

If label generation fails due to incorrect weight units (e.g., products set in kilograms instead of grams), check whether the store's unit of measurement in Shopify has been changed after installing the PluginHive app. If so, the app may not have synchronized the updated units for some products. To fix this: 1. Uninstall the PluginHive app from your Shopify store. 2. Reinstall the app to allow it to sync with the updated measurement units for all products. 3. After reinstallation, review your products to ensure the correct unit (grams) is applied. 4. You can then group multiple items into a single satchel, provided the total weight is under 1 kg, and generate the shipping label as needed. If you need assistance during this process, contact PluginHive support for help.

How can I resolve the error "Shipment[1].item[0] has a weight of 6.17 Kg. This value cannot exceed the maximum limit of 5.0 kg for items using B30" during label generation?

This error occurs because the weight of one package (6.17 kg) exceeds the 5.0 kg weight limit for the B30 package type in Australia Post. To resolve this: 1. Check your order packaging settings and ensure that individual package weights do not surpass the limits defined by Australia Post for each packaging type. 2. Consider splitting the items into two or more smaller packages, each within the allowable weight limit. 3. Alternatively, select a different packaging type in the app that can accommodate higher weights. 4. Update your Pre-Packed settings or use custom packaging in the PluginHive app as required to match your shipping and packing strategy. 5. Regenerate the label after making these adjustments.

How can I set the default product weight to 5 kg in the PluginHive plugin?

You can set the default product weight in the PluginHive app by going to: App → Settings → Packaging Settings. Please note that the weight unit is in grams (g), not kilograms. So, to set a default weight of 5 kg, you’ll need to enter 5000 g.

How can I set up a custom box with specific dimensions and weight in the PluginHive app for shipping products internationally?

To add a custom box in the PluginHive app for international shipments, follow these steps: 1. Navigate to the App Settings section in the PluginHive app. 2. Go to the Packaging settings. 3. Select the option to edit your packaging methods. 4. Click on "Add Custom Box." 5. Enter the required measurements (length, width, height) and the box's weight in the provided fields. 6. Save the changes. These custom boxes will then be available for use in international shipping scenarios supported by the app.

How can I set up specific packaging (carton or satchel) sizes and weights in PluginHive to control the shipping cost calculation?

You can configure specific satchel/box in the app using the Box Packing Method in the App Packaging Settings. After selecting the packing method, you can add your boxes in the app by providing the box dimensions and weight limits. The app will pick one of the configured box for your order based on the product weight and dimensions for rates calculation and label generation. So, you have to make sure that all the products are assigned the correct weights in Shopify and dimensions in the app.

How can I verify that my package weight is included correctly in both checkout rates and shipping label generation with PluginHive?

To confirm that the correct package weight is being used in both checkout and label generation: 1. Ensure every product in your store has an accurate weight assigned. 2. Set the correct box weight and dimensions in the PluginHive app’s packaging settings. 3. When placing an order, check that the total weight (products plus box) matches your expectation in the checkout shipping rate calculations. 4. Before generating the shipping label, review the chosen package in the PluginHive app to confirm it reflects the correct product and box weights. For example, if you have a total product weight of 8.4 kg and a box weight of 0.5 kg, the app should display a total package weight of 8.9 kg in both checkout and label generation. If both these values are consistent and accurate, the package weight is included correctly.

How can I verify the shipping rates calculated by the PluginHive app for my order?

To verify the shipping rates calculated by the PluginHive app: 1. Recreate the same order in the Australia Post rates calculator, using the exact package weight, dimensions, and any additional services (such as Delivery Signature and Insurance) displayed in your PluginHive app. 2. Ensure you use the weight and dimensions passed to Australia Post by the app, which may be different from your product’s actual weight and size due to box packing logic. 3. Compare the results from the Australia Post calculator with those shown in your Shopify store via PluginHive. If there are differences, double-check the packaging settings and enabled extra services in both places. If you need help, provide the specific order details, and support can assist further.

How do I disable the volumetric weight calculation for shipping labels in PluginHive?

To disable the volumetric weight calculation in the PluginHive app: 1. Go to the PluginHive app in your Shopify store. 2. Navigate to Settings > Packaging Settings. 3. Locate and disable the "Volumetric Weight" option. This will ensure shipping labels are based on the actual total order weight rather than the dimensional weight, preventing unexpected weight increases.

How do I ensure that product detail changes in Shopify, such as weight or dimensions, automatically sync with the PluginHive app?

For automatic syncing, the PluginHive app relies on product webhooks to receive updates from Shopify. If these webhooks are properly configured in your PluginHive app: 1. Any change you make (such as updating weight or product name) in Shopify will automatically trigger the webhook. 2. These changes are then synced with the PluginHive app, ensuring up-to-date data without manual intervention. If you notice that updates are not reflecting, contact PluginHive support to verify that the required webhooks are installed and functioning correctly.

How do I ensure the PluginHive app calculates correct shipping rates when my box weight differs from the app's default setting?

If the actual weight of your empty shipping box is different from the default value set in the PluginHive app, edit the package details in the app to reflect the accurate empty box weight. Additionally, include any extra weight from padding materials, such as bubble wrap, by updating the empty box weight accordingly. This ensures that rate calculations in the app match the actual package weight, minimizing discrepancies in FedEx billing.

How do I update product weights, dimensions, and box packaging settings in the PluginHive Shopify App?

To update product weights, dimensions, and box packaging in the PluginHive Shopify App, follow these steps: 1. Product Details: – Go to your Shopify admin panel. – Navigate to Products and click the product you wish to edit. – Enter the accurate weight and dimensions, then save the changes. 2. Box Packaging: – Open the PluginHive app from your Shopify dashboard. – Go to the 'Box Packaging' section within the app. – Add all box types you use for shipping, specifying their dimensions and tare weight. – Save your box packaging settings. Accurate weights and box dimensions are essential for precise shipping rate calculations at checkout. To update product weights, dimensions, and box packaging in the PluginHive Shopify App, follow these steps: 1. Product Weights: – Go to your Shopify admin panel. – Navigate to Products and click the product you wish to edit. – Enter the accurate weight, then save the changes and it will be updated. 2. Product Dimensions: – Go to the Products section in the PluginHive App. – Click a product and enter the length, width, and height of the product. – For bulk edit of dimensions of the products, you can use the Export and Import CSV functionality in the app under Products section. 3. Packaging: – Once product weights and dimensions are added, set up your packaging under: App Settings → Packaging Settings – You can choose from two packaging methods: Weight-Based Packing: Define the maximum weight allowed per box. Products will be grouped based on weight until the box limit is reached. Box Packing: This method uses product weight and dimensions to pack items into predefined boxes. For each box, you can specify: Inner Dimensions (length, width, height) Outer Dimensions Empty Box Weight Maximum Weight Packaging Type You can add multiple boxes and select from: – Carrier-provided boxes (e.g., Australia Post flat rate boxes) – Custom boxes based on your specific packaging needs Make sure all products have valid dimensions and weight for the app to calculate shipping accurately using Box Packing.

How does the Australia Post API calculate rates for packages under 500g?

Australia Post’s API considers any package weighing less than 500g as exactly 500g for rate calculations. This standard means that even if the package is under 500g, the rate applied will be for a 500g package. Double-check your product weights and default package settings to avoid overcharging or undercharging.

How does the box packing method work in the AU Post app for shipping label generation?

The box packing method in the app calculates which packaging to use for each order based on: 1. The total product volume (product dimensions: length × width × height). 2. Product weight. 3. The dimensions (and maximum weight) of each box you have configured. The app tries to optimize for the smallest possible box where all the items fit, resulting in minimal shipping volume and reduced costs. If your product does not have dimensions set, a default size (e.g., 10x10x10 cm) is used in calculations. To get accurate packaging and rate calculations, ensure all product dimensions and weights are correctly entered and the available packaging options reflect your actual shipping containers. Please contact PluginHive support for more clarification.

How does the PluginHive app calculate when to upgrade to the next satchel size for Australia Post shipping?

The PluginHive app upgrades to the next satchel or box size when the packed products exceed the maximum dimensions or weight limits of the current satchel option. The calculation follows these rules: – Each product’s length, width, and height are compared individually to the dimensions of the satchel or box. – The sum of all items’ volumes must be less than the satchel’s volume limit. – The total order weight must not exceed the satchel’s weight limit. – If the "Stack" option is enabled, the app adds together the height of all products to see if the combined height fits within the satchel’s height limit. – If any of these limits are exceeded, the app will automatically select the next larger available satchel or box to accommodate the order. Rotating items or alternative packing configurations are not considered in this calculation; the dimensions are taken as set in the product and packaging settings.

How does the PluginHive app determine the shipping dimensions and weight data sent to the Australia Post API?

The app retrieves product dimensions (width, height, length) and weight directly from the product details set in your Shopify store. When a customer checks out, these attributes are used to calculate real-time shipping rates from Australia Post. To ensure accurate rates, verify that all products in your store have correct weight and dimension values assigned in Shopify’s product settings.

How does the total weight and dimensions get calculated when multiple products are ordered together and packed together in the PluginHive Australia Post app?

When using the Weight Based packing method with the Volumetric Weight option enabled, the app calculates the package weight for shipping rates based on the higher value between the actual weight and the volumetric weight of each product. In this method, the physical dimensions of the products are not added together or considered for packing; only the calculated weight (actual or volumetric, whichever is higher per product) is used to determine shipping rates. Dimensions are not included in the rate calculation under this method.

How quickly does a product weight update in my store synchronize with the PluginHive app, and how can I ensure the units are displayed correctly?

When you update the product weight in your store, same should be reflected in the app within minutes. The PluginHive app displays the weight using the same unit set in your store settings (e.g., kilograms or grams). If you want all product weights to appear in grams, change your store's default weight unit to grams; the app will automatically reflect this change. If you explicitly enter weight in grams, that value will display in the app. If the weights or the units are not updated correctly in the app, contact PluginHive support for further assistance.

How should I configure the box weight and maximum weight for a box in the PluginHive app?

For a Box, set the box weight to 0 kg and the maximum weight to say 2 kg in the app's box settings. This ensures the box can accommodate the product's actual weight lesse than 2 kgs set, allowing the app to share the account details with the carrier and calculate and show the shipping rates appropriately. After making these changes, check if the correct shipping rates are displayed at checkout.

How should I configure the box weights in the PluginHive app to avoid splitting orders?

To avoid orders being split into multiple packages: – Ensure "Box Weight (Empty)" reflects only the weight of the empty box (e.g., 0.1 kg). – Set "Box Max Weight" to the total allowable weight after products are packed inside the box (e.g., 5 kg if the box can hold up to 5 kg including products and box). – Do NOT use the same value for both fields. If both values are the same, the app will not use this box for packaging. After making these changes, test with a new order to confirm all items are packed together. If you need further assistance, consider scheduling a support call via an appointment link provided.

How should I proceed while waiting for a resolution for the package weight and signature-required issues in the PluginHive app?

The issues with package weight and signature-required are addressed and the PluginHive app can be used for label generation without any hassle.

How should I set up product dimensions in PluginHive if my products are different sizes, but I haven't entered individual dimensions yet?

If your products vary in size, it is important to enter accurate dimensions for each product in the PluginHive app. If individual product dimensions are not set, PluginHive will use the system's default dimensions for packing, which may not be accurate and can result in incorrect packaging or shipping rates. To resolve this: 1. Click on the AU Post App 2. Click on Products section in the app 3. For each product, update the weight and dimensions (length, width, height) to reflect the actual size. 4. Save your changes. Accurate product dimensions ensure that PluginHive selects the most appropriate packaging and calculates accurate shipping rates for each shipment. You can also update the product dimension through CSV files.

How should I set up product packaging in the PluginHive app if some products are always shipped individually, but certain combinations (like 2x5L bottles) are boxed together?

In the PluginHive app, set the "Pre-Packed" option for products that are always shipped individually, ensuring each gets its own package. For combinations (such as 2x5L bottles) that are boxed together, configure a specific box/package type for such orders in the app with appropriate dimensions and weight limits. The app will then use these settings for order combinations that match your predefined packaging scenarios, ensuring correct label generation and shipping calculations. Regularly review and update your packaging strategies within the app to reflect current shipping methods and prevent errors.

How should the "Box Weight" be configured in the PluginHive Australia Post Rates and Labels app for Shopify?

The Box Weight should be set as the empty weight of the package, not including the product contents. This value must be in kilograms (kgs) and should reflect only the weight of the packaging itself. Setting an unusually high value (e.g., 64kg) can cause errors and prevent shipping rates from being displayed or labels from being generated. Adjust Box Weight to the actual empty weight of the packaging for accurate rate calculation and successful label generation.

If I set the packaging method to weight-based and all items in an order are under the max weight, will all items be packed into one package?

Yes, when you use the weight-based packaging method, items are combined into a single package as long as their collective weight does not exceed the maximum package weight set in your settings. This allows all items in an order to be shipped together in one package if they fit within the defined weight limit.

If I use the same box dimensions for different products but they have different weights, how does PluginHive handle label generation and shipping rate calculation?

When using the same box dimensions for multiple products with different weights: – The app considers the box dimensions for both products during label generation and rate calculation. – The specific weight of the product (as entered on the product configuration page) will be used for shipping calculations. – This ensures that even if box dimensions are identical, the correct product weight is applied for accurate label charges and shipping rates. To verify, you can create a sample order with the new product (without generating a label) and check the packaging details to ensure the correct box and weight are being applied.

Is it possible to add package dimensions at the time of fulfillment after rates have already been calculated by weight?

Yes, you can add or update package dimensions before generating the shipping label. Even if the rates were initially calculated based on weight, you can adjust the dimensions during fulfillment to better match how the order is actually packed. For step-by-step instructions, refer to this guide: https://www.pluginhive.com/knowledge-base/set-up-shopify-australia-post-rates-labels-tracking-app/#print_shopify_australia_post_label

Is there a packaging method that allows for simpler manual package creation, so I don’t have to input product weights and dimensions for every product?

You can use the "Weight Based Packing Method" in the app to simplify manual package creation: 1. Set the Weight Based Packing Method and define the Max Weight as 22 kg (the maximum weight for a single Australia Post package). 2. The app will then create packages based solely on product weight. 3. Before label generation, you can manually edit the box details and update the package's weight and dimensions as needed. This allows you to package items according to your preference without individually updating every product’s weight and dimensions.

Is there a way to avoid re-entering product dimensions in the app if they have already been added to Shopify Product Metafields?

Product dimensions entered in Shopify Product Metafields are not automatically synced with the app. To update product dimensions in bulk within the app without manually re-entering them, follow these steps: 1. Go to the app's Products page. 2. Click on the Export button to download the product details as a CSV file. 3. Update the product dimensions directly in the CSV file. 4. Save the updated CSV file in .csv format. 5. Import the updated CSV file back into the app. This process will update the product details, including dimensions, in bulk within the app.

My label generation failed due to a weight mismatch—why did this happen and how is total package weight calculated in the PluginHive app?

Label generation can fail if there is a weight mismatch between what is configured for products and packages in your store and the weights calculated by the PluginHive app. For example, if you have two quantities of a product listed at 0.3 kg each, and your selected box (for packing) has an additional weight of 0.05 kg, the PluginHive app will calculate the total shipping weight as follows: – Product subtotal: 0.3 kg × 2 = 0.6 kg – Box weight: 0.05 kg – Total package weight: 0.6 kg + 0.05 kg = 0.65 kg This calculated weight will be used for shipping labels. If this does not match Australia Post requirements, or if there's an error in the values passed to the carrier, label generation may fail. To resolve weight-related issues, verify your product weights and your box packing settings in the PluginHive app to ensure all weights are accurate and correctly configured. If needed, manually recalculate or adjust weights before attempting label generation again.

Our packages have unique dimensions for every order since customers order different items. Is it possible for the PluginHive Australia Post Rates & Labels app to automatically calculate total parcel weight and dimensions based on the individual SKU data entered for each order, so Australia Post receives accurate packaging information for every shipment?

To ensure your package dimensions and weight are accurately calculated for each order and transmitted to Australia Post, you should switch from the Weight Based Packing method to the Box Packing method in the PluginHive Australia Post Rates & Labels app. With Box Packing, the app will use the weight and dimensions you have entered for each individual SKU to determine how products are packed together into boxes (or satchels defined as custom boxes), and will calculate the total parcel dimensions and weight for each unique order. Follow these steps: 1. Go to App Settings in the PluginHive Australia Post app. 2. Navigate to the Packaging section and click Edit. 3. Choose the Box Packing method. 4. Add your commonly used package types (including satchels, if needed) as "Custom Boxes," entering sample dimensions if your packaging is not uniform. 5. Save your changes. When using Box Packing, the app uses each product's weight and dimensions to optimize how items fit into boxes, summing up the total dimensions and weight for the package. This provides Australia Post with more accurate parcel information, reducing discrepancies and unexpected charges due to incorrectly declared package sizes. If your packaging varies significantly per order, you can create multiple custom boxes reflecting the most common or extreme parcel sizes, or periodically update the box types as needed.

Should I enter package dimensions in millimeters (mm) or centimeters (cm) when using the Shopify Australia Post Rates & Labels app?

Enter all package dimensions in centimeters (cm) when configuring the Shopify Australia Post Rates & Labels app. Ensure your measurements are accurate and consistently use centimeters to avoid calculation errors. The PH Australia Post Ship App allows you to add the package dimensions in Kilograms (kgs) and Centimeters (cms). To add the same you can go to the App > Settings > Packaging > Edit section and add the boxes by defining the dimensions and max. weight details.

Should I use box packaging settings instead of volumetric weight if I am using specific package sizes?

Yes, if you use specific box sizes to ship your orders, it is recommended to set up and use box packaging within the app rather than relying solely on volumetric weight. Adding your custom boxes ensures that both the correct dimensions and weights are used to calculate accurate shipping rates and to generate the correct label details for each order.

Should the shipping calculation use volumetric or actual weight, and how can I change it?

With the volumetric weight option enabled, shipping rates are calculated based on dimensional weight, which for your product results in 6.75 kg. If you prefer shipping costs to be based on the actual weight of the products rather than the dimensional weight, you can disable the volumetric weight option in the app's settings. To do this: 1. Go to the app's Settings. 2. Navigate to Packaging Settings. 3. Locate the volumetric weight option and disable it. 4. Save your settings and verify that shipping rates are now calculated using actual weight. Let us know if you need assistance with these steps.

Should the weights of products in my PluginHive app setup include the weight of packaging materials like bubble wrap?

Yes, you should include the weight of any packaging materials, such as bubble wrap, when setting each product’s weight in the PluginHive app. This ensures shipping rates calculated by the app accurately match Australia Post’s requirements, which are based on the total weight of the packaged product.

We do not use standard-size boxes or satchels, and our packages' dimensions vary with each order. How can we configure the Australia Post app so each order's parcel details (dimensions and weight) reflect the actual items included, rather than defaulting to a set size?

Australia Post can very well handle parcels of all shapes and sizes, and the app is designed to reflect that accurately. To make sure the rates and labels match your actual shipments: 1. Enter the correct weight for all your Shopify products & Update dimensions for all your items within the app, so each product has its own size and weight defined. 2. Set up your packaging (boxes/satchels) in the app, and it will automatically pick the best fit when orders are packed. 3. Manually edit package details when needed while generating the label, so you can send the exact size and weight for unique orders. With these steps, you’ll see accurate rates, smooth label generation.

What box dimensions should I use to pack multiple quantities of my product into a single box?

To pack multiple units of your product (each 35 x 25 x 14 cm and 0.7 kg): – For two items: Use a box of at least 35 x 25 x 28 cm with a maximum weight limit of 1.5 kg (two items plus an allowance for box weight). – For three items: Use a box of approximately 35 x 25 x 42 cm with a maximum weight limit of 2.2 kg (three items plus box weight). Adjust the box size and weight limit in the app under the Packaging section to enable combining multiple products in a single shipment. This will help ensure only one label is generated for such orders. If you need further guidance, you can reference the provided video on box packing strategy: https://www.youtube.com/watch?v=Cdt2hqF6wRU

What caused the failure of shipping rate calculation for my orders today?

There could be multiple reasons for the failure of shipping rate calculation—such as incorrect product weights, missing address details, inactive carrier settings, or issues with API connectivity. To help us investigate further, please take a screenshot of the issue and share it with our support team. We'll be happy to assist you in resolving it as quickly as possible.

What does the "Is this a pre packed good" checkbox mean in the PluginHive app?

The "Is this a pre packed good" option is intended for products that are packed individually for each unit sold. When this option is enabled for a product, the app treats each quantity of that product in the cart as a separate package. For example, if a customer purchases 5 units of the product, the app will create 5 individual packages, each with the product’s designated weight and dimensions, for shipping calculations. Please contact PluginHive support for more clarification or if you need help setting it up.

What does the API error "400 Bad Request: The input request contains an incorrect or missing mandatory attribute" mean when requesting rates?

This error indicates that the API request to Australia Post or StarTrack is missing required information or contains incorrect data (such as an invalid or missing weight, dimensions, package type, or account details). To resolve this: 1. Double-check all fields in your shipping request for completeness and accuracy. 2. Ensure that weights, dimensions, and packaging types are correctly specified. 3. Confirm that your account number and credentials are valid and match the configuration in your PluginHive app and carrier portal. 4. Try resubmitting the request with all mandatory attributes provided. 5. If the error persists, provide your PluginHive support team with the failing request details and coordinate with your carrier’s technical support to clarify required parameters.

What happens if a customer’s order exceeds the dimensions or weight of all my predefined shipping satchels or boxes in the PluginHive app?

If a customer places an order that cannot fit into any of the satchels or boxes you have configured in the app (due to size or weight limitations), the app will automatically create its own box based on the total product weight and dimensions in that order. Shipping rates will then be calculated and displayed to the customer based on this custom box, allowing the order to proceed without interruption. This means customers can still complete their purchase, and you will have to pack the order accordingly after the transaction.

What happens if I use carrier-calculated rates in the PluginHive app and some products only have weight specified but no dimensions?

If a product does not have both weight and dimensions specified, the PluginHive app will use the default weight and dimension values set in the app for packaging and rate calculation. This ensures that rates can still be generated for products missing individual measurements. To ensure accurate rates, it is recommended to update product entries with actual weight and dimensions whenever possible.

What is the difference between 'weight based' and 'box packaging' in the PluginHive Australia Post app?

– Weight-Based Packaging: In this method, shipping rates are calculated based solely on the total weight of the products in the customer’s cart. The app splits the items into packages based on the maximum allowable weight set in the configuration. No consideration is given to product dimensions or how items physically fit together. – Box Packaging: This method allows for more accurate shipping calculations when product sizes and order combinations vary. You can define different box sizes, and the app uses a volumetric packing algorithm to determine the best way to pack the customer’s order into these boxes. This helps when some items fit together in a satchel or box, and others require larger or multiple packages. Box Packaging is ideal for stores with many products of varying sizes where customers might order between 1 and 100 products at a time.

What is the maximum weight allowed for domestic and international shipments with Australia Post using the PluginHive app?

The maximum weight for a single package that Australia Post allows is 22 kg for domestic shipments and 20 kg for international shipments.

What packaging settings should I use if my business packs products in custom boxes based on total weight, particularly for international shipping with Australia Post?

If you use your own custom boxes and pack orders based on total weight, set up your packaging settings in the PluginHive app as follows: 1. Navigate to the packaging settings in the app and use Box Packing Method. 2. Add your own boxes, entering their dimensions and maximum weight capacity. 3. For international shipments, ensure the total weight per consignment does not exceed 20kg, as Australia Post typically sets this as the maximum per shipment. 4. For orders exceeding 20kg, the app will need to split the order into multiple consignments, provided your Australia Post account type supports multi-package shipments. This setup will help ensure accurate shipping rates and compliance with Australia Post’s consignment weight limits.

What should be done if the error message "The service B31 is not available based upon the submitted weight" is shown when generating a label through the PluginHive app?

This error means the selected Australia Post shipping service (e.g., B31) is not available for the submitted package weight or configuration. To troubleshoot: 1. Check that each package does not exceed the service-specific weight limit (e.g., 5kg for many Australia Post services). 2. Edit the order’s packages so each fits within the eligible weight range for the chosen service. 3. If custom box settings is used, ensure that they align with Australia Post’s allowed packaging configurations. If you still cannot generate a label after these adjustments, Australia Post may not support the combination or packaging. In such cases, the shipment can be processed manually or a different shipping service can be used.

What should I do after making changes to the product dimensions and volumetric weight settings to ensure labels are generated with the correct weight?

After amending product dimensions and deselecting the volumetric weight option: 1. For each new order, verify the package weight in the shipping label generator interface before finalizing the label. 2. Only generate the label if the displayed weight accurately matches your bundled product's total weight. 3. If any discrepancies occur, review the settings and make further adjustments as needed before continuing to generate shipping labels.

What should I do if I don't want products to be available for purchase but need their weights to sync with the PluginHive app?

To prevent products from being purchased but still have their weights and details sync with the PluginHive app: – Set the product status to "Active" in Shopify to allow syncing. – Set inventory to zero or adjust visibility settings so products do not appear to customers on the storefront. – Avoid adding quantities or enabling sales channels until you're ready to go live. This approach keeps the products hidden from buyers but ensures their details (including weights) are synced with the app for configuration and testing purposes.

What should I do if I get the error "To use a service, label details should meet destination, weight and size requirements" when trying to generate an Australia Post label in the Shopify app?

This error typically occurs if the shipping details, weight, or package size do not meet Australia Post's requirements. Here are common causes and steps to resolve it: 1. Ensure that the "From" and "To" addresses are not the same. If they are, update the shipping address to a valid, different address by: – Going to the Orders page in Shopify. – Clicking on the specific Order Number. – Clicking on the "Edit" option next to the Shipping Address. – Updating the address to a different, valid destination. 2. Check the box weight setting in the PluginHive Australia Post app: – The Box Weight should reflect the empty box weight only (not the product weight). – Ensure that the Box Weight for your packaging is set appropriately. For example, setting Box Weight as 64kg may prevent rates from being calculated. Adjust it to 0kg or the correct empty weight. – After adjusting, attempt to generate the label again. 3. Verify that the total weight (product + packaging) and dimensions meet Australia Post's requirements for the selected service.

What should I do if my products exceed Australia Post’s maximum supported weight (22 kg)?

Australia Post has a maximum parcel weight limit of 22 kg. For products exceeding this weight: – Create a separate Shopify Shipping Profile for these heavier products. – Set standard or custom shipping rates manually in this profile, since real-time Australia Post rates won't apply to items above 22 kg. – Ensure that each product is allocated to the correct profile based on its weight to avoid checkout issues. This approach allows you to properly manage shipping for both standard-size and oversized products in your store.

What should I do if the app is still not selecting the correct flat rate satchel after adjusting product dimensions?

The app packs items into the boxes or satchels you have configured based on the total product weight and calculated volume. It chooses the packaging that best fits the combined order dimensions and weight. If the incorrect packaging option is being selected, please: 1. Approve the collaborator request sent from [email protected]. 2. Share the order details where the incorrect packaging is being selected. 3. Specify the exact box or satchel you expected the app to select. This information will help our team review your store setup and assist in correcting the packaging configuration.

What should I do if the Australia Post Rates & Labels app is not selecting the correct package even after updating packaging settings and product dimensions?

The app packs items into the boxes or satchels you’ve selected based on the total weight and volume of the order. First, ensure that the total product weight and volume are less than or equal to the maximum weight and volume of the expected package. If not, make the necessary adjustments — such as updating product details or modifying your packaging settings — and then try processing the order again to verify the result. If the problem persists, note a specific order where this happened, record the package you expected versus what was actually selected, and share these details with the PluginHive support team. They can review your setup to identify the cause and ensure accurate package selection for postage calculations.

What should I do if the Express Post option does not proceed to label generation after editing the package size?

If you have edited the package size but are unable to proceed to label generation using the Express Post option: 1. Double-check that you have entered valid dimensions and weight for the package. 2. Ensure that the selected service (Express Post) is available for the entered package details and the destination address. 3. Follow the step-by-step process in the PluginHive knowledge base article to ensure all mandatory fields are filled. 4. If the issue persists after trying these steps, schedule a support call with PluginHive using their appointment link for personalized troubleshooting and assistance.

What should I do if updates to my product weights in Shopify are not reflecting in the PluginHive app?

If your product updates are not showing in the PluginHive app, follow these steps: 1. Verify that the required product webhooks are enabled in the PluginHive app for your store. Missing webhooks prevent automatic syncing. 2. Update the product information (e.g., change weight or name) in Shopify to trigger the webhook. 3. Check the PluginHive app to confirm that the updated product details appear correctly. If issues persist, contact PluginHive support to ensure webhooks are active and troubleshoot further.

What should I do if, despite assigning weights to all products and setting box information, the package weight is still not being included as expected in PluginHive?

If you've already assigned weights to all products and set up your box information but still notice that the package weight is not being included: 1. Double-check all product weights in your store to ensure none are left at 0 kg. 2. Review the packaging settings in the PluginHive app to verify that box weights and dimensions are specified for all packaging options. 3. When an order is placed, check the order details to confirm the total weight reflects both products and box weight. 4. If you’ve made recent updates to product or package weights, note that these may not apply to orders placed before the changes. If the issue persists, contact PluginHive support with specific order details for further investigation. Consistent weight information in both your Shopify store and PluginHive app settings will ensure accurate package weight inclusion in shipping rate and label calculations.

When inputting weight and postage measurements in Shopify’s bulk edit, why can I only input the correct length but the width and height default to 1mm?

When bulk editing product dimensions in Shopify, the ability to input width and height values is determined by Shopify’s product data structure and interface, which the PluginHive app cannot modify. The app does not fetch or utilize the dimensions set directly in Shopify; instead, you should add accurate dimensions for your products within the PluginHive app itself. This can be done in bulk using a CSV file upload, allowing you to specify the correct length, width, and height values for shipping calculations.

Where do I update the packaging max weight setting for Australia Post shipping in my Shopify store?

You need to update this setting within the PluginHive Australia Post Rates & Labels App—not within other applications. To do this: 1. Open the Australia Post Rates & Labels App by PluginHive. 2. Go to the ‘Packaging’ section within the app’s settings. 3. Set the Packing Method as Weight Based and edit the maximum weight field, setting it to 22 kgs. 4. Save the changes to apply the new weight limit. This ensures that orders exceeding the single parcel weight limit are properly split and calculated for shipping rates.

Why am I being charged double shipping fees when customers purchase two products that can fit into one mailer?

Double shipping fees usually occur when the system determines that items need to be packed into separate packages, even if they could physically fit into one. This is often related to your packaging settings in the PluginHive app. Please check the following: -->Ensure your packaging settings allow multiple items to be packed into a single package, especially for lightweight items. -->Review the “maximum weight per package” setting and adjust it if needed. -->Confirm that all product dimensions and weights are entered accurately. Incorrect values can cause the system to split items into multiple packages. If you still face the issue, share the order details with multiple items with [email protected] so we can review and help you resolve it.

Why am I receiving B31 and B30 errors when generating Australia Post shipping labels, and how can I resolve them?

The B31 and B30 errors occur when the packages in a shipment do not qualify under the same Australia Post service category based on their size and weight. For example, if you use two packages with different dimensions and weights—such as one qualifying for the 5kg service and another for the 22kg service—the system considers them as different services, causing the label generation to fail. To resolve this: 1. Adjust the package dimensions and weights so that all packages in the shipment fall under the same service category (either 5kg or 22kg service). 2. Once both packages qualify for the same service, try generating the shipping labels again. This ensures compatibility with Australia Post's requirements and prevents label generation errors.

Why am I receiving extra charges from Australia Post for incorrect package sizing, even though my product and satchel sizes are correctly entered in the PluginHive app?

Extra charges from Australia Post typically occur when the selected satchel size in the PluginHive app does not match the actual packaging used for shipment. To prevent such discrepancies: 1. Review and verify that all product dimensions and satchel sizes are accurately entered in the PluginHive app settings. 2. Ensure that the correct satchel size is being selected for each order, matching what is physically used for shipping. 3. In cases where the app defaults to a smaller satchel (e.g., selecting 38x28x20 instead of 45x42x20), check the app’s packaging settings and any rules or automation that may influence package selection. 4. After making adjustments, monitor a few shipments to confirm that the correct packaging details are being transmitted to Australia Post. 5. If issues persist, contact PluginHive support with specific order examples so they can help you review your settings and resolve the discrepancies.

Why am I unable to generate a shipping label for an order, and why is the package weight showing as only 0.1kg instead of the actual 5.4kg?

If you are unable to generate a shipping label and the package weight is incorrectly displayed, review your product details in the app and make sure that the product is updated with the correct weight in Shopify. The product in the app Products page should be updated with the same information as in Shopify product. If there is a mismatch, contact PluginHive support for assistance.

Why are multiple shipping labels being generated for a single order, and how can we ensure only one label is produced per order if the total parcel weight is under 500g?

Multiple shipping labels are generated when an order contains more items than can fit into one package, based on the default packaging dimensions and weight limits set in the app. To resolve this: 1. Ensure your app settings reflect accurate default package dimensions and weight limits that correspond to your typical parcel size and weight (e.g., most parcels under 500g and 14 x 18 x 5 cm). 2. Assign correct product dimensions where possible, or set the default dimensions to accommodate the maximum quantity of items you typically ship in a single parcel. 3. The default dimensions have now been updated so that up to 10 items can be packed in one envelope if the total weight does not exceed 500g. 4. Review the updated settings in the app to confirm the change. This should prevent multiple labels from being generated for orders within your standard parcel weight and size. If you have custom weights assigned to product options like engraving that do not physically add to the parcel's weight, review those settings to avoid artificial increases in shipping calculations. If you need further assistance, please provide specific order details for troubleshooting.

Why are the weights shown when creating shipping labels incorrect?

This can happen if the correct weights are not updated in Shopify. When product weights are missing or incorrect, the app may use the default weight set in the app settings to generate labels. To resolve this: -Please provide an order number where you're seeing this issue and ensure the order is not yet fulfilled. -Our support team will then review the order and verify the weight calculation. Please contact PluginHive support for assistance.

Why are updated product weights in Shopify not reflected in the PluginHive app, and how can this issue be resolved?

Sometimes, when product weights are updated in Shopify, the changes may not automatically sync to the PluginHive app. This can happen due to synchronization issues between Shopify and the app. If you notice product weight discrepancies: 1. Double-check that the weights are correctly updated in your Shopify product listings. 2. If the changes are not reflected in the PluginHive app, refresh the product list within the app to force a sync. 3. Should the weights still not update after refreshing, contact PluginHive support with the names of the specific products or collections affected. 4. The support team can manually refresh and update product weights in the app to match those you've set in Shopify. Regularly verifying and syncing your product data ensures accurate shipping calculations. If the issue persists after following these steps, reach out to PluginHive support for further assistance.

Why are updated product weights not pulling through to the PluginHive app, even after updating them in Shopify?

The PluginHive app automatically syncs product data from Shopify, so any changes to product weights should reflect in the app. If the updated weights are not appearing: – Ensure that the product status is "Active," as some apps might not sync draft products. – Double-check if the weight update has been saved correctly in Shopify. – If products are in Draft status, try temporarily activating them to trigger a data sync. – If changes still do not reflect, provide specific product examples to support so they can investigate and update the weights manually if needed.

Why did the system select a box size of 57cm x 38cm x 37cm to pack 3 products, each listed as 38cm x 30cm x 20cm?

The app matches the product dimensions to available box sizes by first calculating the total volume of the products and then selecting a box that can accommodate this total volume. In this scenario: – Each product measures 38cm x 30cm x 20cm. – For 3 products, the total volume is calculated as 3 × 38 × 30 × 20 = 68,400 cubic cm. – The box with dimensions 57cm x 38cm x 37cm has a volume of 80,142 cubic cm. – Since the total volume of the products (68,400 cubic cm) fits within the box volume (80,142 cubic cm), the app chose this box to pack all 3 products together. For more details on how the box packing algorithm works, you can watch this instructional video: https://www.youtube.com/watch?v=Cdt2hqF6wRU

Why do the declared dimensions and weights sometimes differ between what PluginHive sends to Australia Post and the actual parcel details?

The PluginHive app selects a custom box (or satchel) based on the product dimensions and weights entered in your store, optimizing for the best fit using the Box Packing algorithm. The calculated parcel dimensions and cubic (volumetric) weight are sent to Australia Post when generating the shipping label. However, if the actual packaging used at fulfillment is of a different size than the one selected by the app, discrepancies can occur between the declared and actual shipped dimensions and weights. For consistent results and accurate shipping rates, ensure the packaging (box/satchel) selected in the app matches the actual packaging used for dispatch. If needed, refine your custom box entries to better reflect real-world packaging.

Why does a product show as weighing 10kg when its actual weight is much less, and could its packaging size cause this?

The product's displayed weight in the app comes from its value set in Shopify. If you see a weight of 10kg for a product that weighs less, it is because 10kg was entered in the Shopify product's weight field. The app does not alter or add weight values. Packaging size does not directly affect the product weight, but actual shipping charges may depend on both weight and dimensions. To correct the weight, update the product’s weight field in Shopify to the accurate value.

Why does creating a shipping label for an order with multiple products generate multiple labels and tracking numbers for each item?

If the app is creating a label for each product qty, then it means that the app is packing your products in the order individually. This would generally happen if the Packaging Settings are not configured correctly in the app. Review the App Packaging Settings and make sure you are using the correct Packing Method and it is setup as per your requirements. Packing Methods available in the app – 1. Weight Based Packing Method – When using this packing method with the app, the app will create a package for your order only using the weight of the products. You will be providing a Max Weight limit and the app will create a single package for your order up to that weight limit. 2. Box Packing Method – In this packing method, you will be either using the pre-configured Australia Post Flat Rate Satchels/Boxes or add your own custom boxes. Each Satchel/Box will have its own dimensions and Max Weight limit. The app will pick one or more boxes for your order based on the product weight and dimensions. You have to make sure that all the products have the correct weight assigned to them in Shopify and dimensions are provided in the app.

Why does my shipping label show a cubic (volumetric) weight of 6.22 kg, which seems incorrect for my package with 2 items?

The shipping label displays a volumetric weight of 6.22 kg if the order includes multiple quantities of a product and packed using a custom box with dimensions of 33x26x29 cm. The volumetric weight is calculated using the formula: (Length x Width x Height) / 4000. For your package, this is 33 x 26 x 29 / 4000 = 6.22 kg. This method is standard for determining shipping costs based on parcel size rather than physical weight.

Why does the app not allow all products in an order to be packed into one satchel, instead placing each item in its own custom box and increasing shipping costs?

The "Weight Based Packing Method" with the "Volumetric Weight" option enabled causes the app to use product dimensions to calculate the dimensional weight. If products do not have explicit dimensions set, the store default dimensions (29.2 x 24 x 3 cm) are used, which can result in a combined dimensional weight that exceeds the package weight limit (e.g., 1 kg). This leads the app to split items into separate packages. To resolve this, disable the "Volumetric Weight" option in the packaging settings and verify the results. This ensures products are packed together based strictly on actual weight rather than calculated dimensional weight defaults.

Why does the app want to charge separate shipping for each item in an order, and how can I fix this so that all items are shipped together?

If the app is creating a label for each product qty, then it means that the app is packing your products in the order individually. This would generally happen if the Packaging Settings are not configured correctly in the app. Review the App Packaging Settings and make sure you are using the correct Packing Method and it is setup as per your requirements. Packing Methods available in the app – 1. Weight Based Packing Method – When using this packing method with the app, the app will create a package for your order only using the weight of the products. You will be providing a Max Weight limit and the app will create a single package for your order up to that weight limit. 2. Box Packing Method – In this packing method, you will be either using the pre-configured Australia Post Flat Rate Satchels/Boxes or add your own custom boxes. Each Satchel/Box will have its own dimensions and Max Weight limit. The app will pick one or more boxes for your order based on the product weight and dimensions. You have to make sure that all the products have the correct weight assigned to them in Shopify and dimensions are provided in the app.

Why does the Australia Post shipping label show 500g even when the product/package weight is less than that?

Australia Post use standard weight brackets (e.g., 500g, 1kg) to calculate shipping rates. If your package weighs less than the bracket (for example, 280g), the carrier rounds it up to the nearest interval (like 500g), and that’s what appears on the label. This is the standard practice by the carrier. For more details, you can reach out to the Australia Post team.

Why does the package weight increase unexpectedly when generating shipping labels, even if the actual weight is correct in my store?

An unexpected increase in package weight during shipping label generation may be caused by the "Volumetric Weight" option being enabled in the PluginHive app. When enabled, the app calculates the dimensional (volumetric) weight and compares it with the actual weight, using the higher value for label generation. If you prefer to use the actual product weight, disable the volumetric weight option by navigating to App > Settings > Packaging Settings and unchecking the volumetric weight setting. This ensures the app uses the actual total order weight for shipping labels.

Why does the parcel post label still display a physical weight of 500 grams even after updating my product and custom box weights to a lower value?

If the package weight is less than 500 grams, Australia Post (AusPost) will automatically use 500 grams as the default minimum weight for parcel post shipments. This minimum weight is what appears on the shipping label, regardless of any lower product or box weights specified in your store settings. This is a standard policy set by AusPost and cannot be changed from the PluginHive end. To ensure shipping labels reflect higher actual weights, make sure the combined product and packaging weight exceeds 500 grams.

Why does the PluginHive app display "custom box" with unspecified dimensions for an order, and how can I ensure it uses our box by default?

When the PluginHive app displays a "Custom Box" with specific dimensions, it indicates that the product in the order does not fit into any of the pre-configured boxes. The app uses the product's weight and dimensions to determine packaging. If these values are not set, the app defaults are used, resulting in the creation of a custom box during label generation. To ensure your preferred box from the configured list is used, make sure to enter accurate weight and dimension details for each product in the product settings. To update product dimensions in bulk: Go to App → Products, then use the Export/Import CSV options to efficiently edit and upload product dimension data. Providing accurate product dimensions helps the app automatically select the most suitable packaging, avoiding the need for custom box assignments.

Why does the PluginHive app still display old product weights during shipping label generation, even after the product weight is updated in the store?

When the product weights is updated in your store, these changes may not automatically reflect in existing orders that were created prior to the updates. The weights used for packaging and rate calculations are typically sourced from the product data at the time the order was placed. If several existing orders are showing outdated weights, these orders may retain the original values unless there is a process in place to sync or update the order data with the new product weights. For orders that need to reflect the updated item weights, contact PluginHive support for guidance or request bulk adjustments if you have a large number of affected orders. The support team can review your specific case and advise on possible solutions for synchronizing updated product weights with existing orders.

Why does the PluginHive Australia Post app fail to return shipping rates when the total cart weight exceeds AusPost's 25kg limit, and how can this be fixed?

The Maximum Weight limit set by Australia Post is 22kg for domestic shipments and 20kg for international shipments. When the total cart weight exceeds AusPost's maximum weight limit of 22kg per package, the PluginHive app requires correct packaging settings to split the order into multiple packages. If packaging is set above 22kg, the Australia Post cannot calculate rates and will return no shipping options because the carrier does not allow packages above their maximum limit. To resolve this: 1. Set the maximum package weight in the PluginHive app's packaging settings to 22kg (or any value below AusPost's 22kg limit). 2. With this setting, the app will automatically split larger orders into multiple packages (provided there are multiple product quantities), each within the allowable weight, and fetch rates accordingly. 3. This ensures accurate shipping rate calculations for orders exceeding the individual package limit. Always verify and update packaging details after making changes to your product catalog or shipping requirements to ensure correct rate calculations. Also, the shipping rates will not be provided for products having weight exceeding 22kg limit.

Why does the shipping calculation in PluginHive's Australia Post app seem to remove the first item from the weight calculation when I add more than 10 unique products to the cart?

If this issue is faced, please consult PluginHive support for investigation by providing requested details such as Collaborator Access and complete screenshots of Checkout Page. The team will check and get back to you with an update.

Why does the shipping cost calculation in the PluginHive app use a higher weight than the actual product weight?

Shipping cost is determined based on both the actual weight and volumetric weight of the product, as per Australia Post's guidelines. The app automatically calculates both: – **Actual weight**: The weight of the product as entered (e.g., 180g per item). – **Volumetric weight**: Calculated using the formula (Length x Width x Height in cm) / 4000. For example, a product sized 25x20x5 cm would be 0.63 kg (630 g). The app selects the higher value between the actual and volumetric weights for each product. When multiple quantities are added, this higher weight is multiplied accordingly (e.g., 2 products = 1.26 kg if volumetric weight is higher). This process ensures accurate shipping rate calculation in line with Australia Post practices.

Why does the shipping cost not simply double or triple when ordering multiple boxes, and what is the shipping logic behind the calculated charges?

Shipping Rates calculation depends on the Packaging Setup you are using in the app. 1. Weight Based Packing Method – When using weight based packing method with the app, you will be providing only a Max Weight limit. The app will create a single package for your order up to that weight limit and rates will be calculated accordingly. 2. Box Packing Method – In the packing method, you will be either using the pre-configured Australia Post Flat Rate Satchels/Boxes or add your own custom boxes. Each Satchel/Box will have its own dimensions and Max Weight limit. The app will pick one or more boxes for your order based on the product weight and dimensions and the rates will be calculated accordingly. 3. Products are configured as Pre-Packed – If you have configured the products as pre-packed in the app, the app will pack each qty of such products individually with the package weight and dimensions same as configured product weight and dimensions and rates will be calculated accordingly. For further assistance in the app setup as per your requirements, contact PluginHive support.

Why does the shipping label still show 500g when I pack two or three bottles, and how can I ensure the total package weight is correct?

Australia Post displays a default weight of 500g on MyPost Business shipping labels for any package weighing less than 500g, regardless of its actual weight. This is due to their flat rate pricing for parcels up to 500g—meaning the shipping cost remains the same for any package within that weight range.

Why does updating a product's weight in Shopify not update the weight for existing orders in the PluginHive app?

The PluginHive app automatically syncs updated product information within seconds. Any changes you make in Shopify, such as updating a product’s weight, will be applied to newly created orders going forward. For orders that were already created in Shopify before the update, the original product weight is locked to that order. Subsequent changes to the product’s weight in Shopify may not update the weight for those existing orders. If you need to update the package weight for an existing order before generating a label, you can do so through the Single Label Generation process: 1. Open the specific Shopify order. 2. Click on More Actions → AU Post Generate Label. 3. Update the package weight as required before generating the label. This way, the correct weight will be applied for shipping.

Why is my international shipment label creation failing in the PluginHive app even though the order weight and address are correct?

The label creation is failing because the order contains a single package with more than 20 items (specifically, 25 products), which is not allowed by Australia Post for international shipments. Even when order weight and address are correct, the product quantity per package must not exceed Australia Post's allowed limit. To avoid errors, ensure each international package contains no more than 20 product quantities. If a larger order needs to be shipped, it must be processed outside the PluginHive app or split within the allowable limits.

Why is my order being split into multiple packages during pick and pack in PluginHive after entering product dimensions, and how can I fix this?

If your order is being split into multiple packages during pick and pack, it is likely due to incorrect product dimensions entered in the PluginHive app. To investigate further, please share the order ID where you noticed this issue. You can also contact PluginHive support with detailed order information.

Why is my order with the tote bag always being charged for a minimum weight of 7kg when I print it?

The weight charged is due to your app configuration using the weight-based packing method with volumetric weight enabled. For the product dimensions (60 x 15 x 30 cm), the volumetric weight is calculated as (60 * 15 * 30) / 4000 = 6.75 kg, which is rounded and used for shipping calculations. This leads to a minimum charge based on the volumetric (dimensional) weight rather than the actual weight.

Why is my updated product dimension (height) not being reflected in the shipping calculation when using weight-based packing with default dimensions?

When using Weight Based Packing Method with the app, only the total product weight will be considered by the app. Product dimensions or default dimensions added in the app are not taken into account for rates calculation or label generation. You can instead use the Box Packing Method with the app in which you can configure your shipping boxes that you use regularly to ship your orders. The app will pick a box for your order based on the product weight and dimensions and the rates will be calculated accordingly.

Why is only the product weight displayed on the shipping label instead of the total package weight, and how can we ensure the correct (total) weight appears on Australia Post labels?

If the total package weight (product weight plus box weight) is not being displayed correctly on your Australia Post labels, this typically relates to how packaging settings are configured in your shipping app. To correct this: – Check the packaging settings in the PluginHive app and ensure each box or package has its weight specified. – Make sure the app is set up to calculate the shipment weight as the sum of the products’ weights and the selected box’s weight. – Update and save your settings. If you need help, refer to the instructional video provided or contact PluginHive support for a walkthrough. This setup ensures that the correct total (item plus packaging) weight is declared on every shipping label.

Why is the app charging postage for each individual item in an order, even though multiple items can fit into a single satchel?

This usually happens due to how packages are created based on your app settings. If you're using the Weight-Based packing method, the app will create a new package once the Max Weight limit is reached. For example, if the limit is set to 1 kg, and the total order weighs 3 kg, it will be split into 3 packages. If Volumetric Weight is enabled, the app compares actual weight vs. dimensional (volumetric) weight and uses the higher value, which may increase the number of packages. To avoid unnecessary postage charges: -->Increase the Max Weight (e.g., to 5 kg) if your satchels can hold more. -->Disable Volumetric Weight if dimensional weight is not relevant to your packaging. -->Review your product dimensions and weights to ensure they reflect real-world packaging. Need help adjusting these settings? Reach out to us at [email protected] — we’re here to assist.

Why is the app not selecting Australia Post flat rate satchels at checkout, even though I have set product dimensions to match the satchel size?

If you have set your product size equal to the Australia Post flat rate satchel size, the app will only pack one item per satchel. If a customer adds multiple items to the cart, the app selects another box that can fit the total items, based on size and weight. To pack multiple items into one satchel, adjust your product dimensions to be smaller so multiple products can fit within the satchel’s size and weight limits. After updating the product dimensions, test the checkout process again. If the app still does not select flat rate satchels, further investigation of your settings will be required. Please contact PluginHive support and share your case with details.

Why is the box weight not being included in the total shipment weight for some orders, and how can I confirm if it is being added correctly to the shipping label?

The box weight is included in the total shipment weight calculation for each order. For example: – For an order with 25 items with a combined product weight of 2.6 kg are shipped in a suitable box with a box weight of 0.446 kg, resulting in a total shipment weight of 3.046 kg (rounded to 3.05 kg), as shown on the label. To verify if box weight is included: 1. Add the total product weight. 2. Add the assigned box weight for the order. 3. Check that the calculated total matches the weight shown on the generated shipping label. If the shipping label’s weight does not match this calculation, please provide specific order details so our team can investigate further. This ensures our support team can accurately identify and resolve any weight discrepancy.

Why is the declared weight on my PluginHive Australia Post shipping label higher than the total actual product weight entered in Shopify, even after switching to Box Packing?

When using Box Packing in the PluginHive Australia Post app, the app calculates both the actual product weight and the volumetric (cubic) weight for each product based on the dimensions entered in Shopify. The app then selects the higher value between the actual and volumetric weight as the declared package weight for shipping rate calculation. This practice aligns with carrier requirements (such as Australia Post), which often charge by whichever is greater to ensure accurate rates. If your product is lightweight relative to its size, the volumetric weight may be higher than the actual weight, resulting in a declared weight on shipping labels that appears higher than the sum of product weights in Shopify.

Why is the package weight I enter in the PluginHive app not matching the weight displayed on the Australia Post shipping label, even after manually updating it?

Australia Post applies a flat rate for packages up to 500g. As a result, any package weighing less than 500g will be considered and labeled as 500g on the shipping label. For packages that weigh more than 500g, the actual weight will be displayed on the label as per the shipment details. This is standard practice by Australia Post and is reflected accordingly when using the PluginHive app.

Why is the package weight incorrect or higher than expected when editing packages for my Shopify Australia Post orders in PluginHive?

The app calculates the package weight by combining the total weight of the products in the order and the box weight defined in your packaging settings. If the weight appears higher than expected, please ensure: -->Each product in Shopify has the correct weight entered. -->The box weight in your packaging settings is accurate. Also, if you have enabled the "Volumetric Weight" option in the app settings, the app will calculate dimensional weight (based on product size) and compare it with the actual weight. The higher of the two will be used as the package weight. If you prefer to use only the actual weight for shipping, please disable the "Volumetric Weight" option under App → Settings.

Why is the PluginHive app not selecting any Australia Post boxes for my products, even though I have enabled them and set product dimensions?

The app picks a satchel or box from your App Packaging Settings based on your products’ weight and size. If a product is too heavy or too big for that package, the app won’t use it for packing your order. To make sure the app can use your satchel/box: – Set the maximum weight and size in the Packaging Settings. – Make sure your product’s weight and size are less than these limits. For further assistance, contact PluginHive support.

Why is the PluginHive app selecting a Small Australia Post Satchel for my order, even though the combined weight of the products should require a Medium Satchel?

The PluginHive app selects the shipping satchel size based on the product weights assigned in Shopify and dimensions assigned in the app. In case the products are not assigned dimensions, the app will pick the Satchels/Boxes based on weight of order. The Small Satchel is configured such that any order which is less than 0.5 Kg will be eligible to use the satchel. To ensure the correct packaging is selected: 1. Verify and update the weights of each product in your Shopify store to reflect their actual, combined weight. 2. If the combined weight exceeds 0.5 kg, the app will automatically select a Medium Satchel at checkout. 3. After updating product weights, re-check the shipping rates on your store’s checkout page to confirm the correct satchel type is being used. If further issues persist, review product dimensions as well, as they can affect packaging selection.

Why is the PluginHive Australia Post app selecting an incorrect package when generating shipping labels?

The PluginHive app automatically selects packages based on the weight and dimensions of the products in the order and the Packaging Settings you have configured in the app. If a larger or different package is being selected, it usually means the items do not fit into the intended package according to your current product and packaging settings. To resolve this: 1. Check that your product weight and dimensions are accurate in Shopify. 2. Review your packaging dimensions in the PluginHive app to ensure they match your intended box or satchel sizes. 3. Use the manual label generation option to preview and adjust the package before generating the label.

Why is the system creating two shipping labels for one order when a customer purchases two items, and how can I ensure only one label is created per order regardless of item quantity?

If the app is creating a label for each product qty, then it means that the app is packing your products in the order individually. This would generally happen if the Packaging Settings are not configured correctly in the app. Review the App Packaging Settings and make sure you are using the correct Packing Method and it is setup as per your requirements. Packing Methods available in the app – 1. Weight Based Packing Method – When using this packing method with the app, the app will create a package for your order only using the weight of the products. You will be providing a Max Weight limit and the app will create a single package for your order up to that weight limit. 2. Box Packing Method – In this packing method, you will be either using the pre-configured Australia Post Flat Rate Satchels/Boxes or add your own custom boxes. Each Satchel/Box will have its own dimensions and Max Weight limit. The app will pick one or more boxes for your order based on the product weight and dimensions. You have to make sure that all the products have the correct weight assigned to them in Shopify and dimensions are provided in the app. For further assistance, contact PluginHive support.

Why is the total parcel weight coming up as 3kg in PluginHive when my actual package and products are much lighter?

The package weight displayed on the Shopify order page is calculated by combining your product weight and the default box or packaging weight set in Shopify. To check or adjust this: 1. Go to Shopify Settings > Shipping and Delivery > Packaging Settings. 2. Review the box weight you have entered. If it is set higher than your actual packaging (e.g., your parcel bags are 20–50 grams), update it to reflect the correct packaging weight. 3. The PluginHive app uses the sum of your total product weight and this packaging/box weight when generating shipping labels. 4. After updating the packaging weight in Shopify, place a test order and attempt to generate a shipping label to confirm the package weight is now accurate.

Why is there a discrepancy between the shipping cost shown during checkout and the cost when generating a shipping label, and how can I ensure the correct package weight is included for PluginHive-generated shipping labels?

A discrepancy between the shipping cost at checkout and during label generation typically occurs when package details (such as weight or dimensions) are changed after the order is placed. At checkout, the app uses the product weights and box dimensions specified at that time to calculate rates. If these details are updated before label generation, the app reflects the new information, which can change the shipping cost. To ensure consistency: – Confirm that all product weights and box dimensions are accurately set before or at the time of the order. – Avoid changing product or package details for existing orders before generating labels. – Always review and confirm package weight and dimensions before generating a shipping label to match those used at checkout. This process ensures the correct package weight is included in cost calculations for both checkout and label generation in PluginHive.

Why is there a discrepancy between the shipping rates shown by the PluginHive app and those on the AusPost Postage Calculator, and why is the package weight incorrect when generating the label?

The discrepancy in shipping rates and incorrect package weights were due to a combination of factors: – The product weight set in Shopify (370g) was different from what the PluginHive app displayed (300g), likely because the product data in Shopify was modified after being imported into the app. – The app was configured to use the Box Packaging method with specific box dimensions and had three boxes set up. – The volumetric (dimensional) weight option was enabled in the app, causing the app to calculate and pass the volumetric weight (1.05 kg) instead of the actual product weight when generating rates and labels. To resolve this issue: 1. PluginHive refreshed the product data to ensure the correct weights reflected in the app. Any future changes made in Shopify will automatically update in the app. 2. The volumetric weight option has been disabled in the app settings. 3. With these updates, the app will now use the actual weight and box dimensions when fetching shipping rates, ensuring the rates shown in the app match those on the Australia Post portal. To verify, enter your package dimensions (38 x 28 x 20 cm) on the Australia Post portal—the rates should now match the PluginHive app.

Why was I billed by Australia Post for a different weight than what was calculated by the PluginHive app at checkout?

The rate displayed at checkout and used for label generation is based on the product weights and box weights configured in Shopify and the PluginHive app. However, Australia Post re-weighs and measures packages upon receipt and charges based on the actual weight and dimensions. If the true weight or box type used differs from what was specified in the app or Shopify, this can result in a discrepancy between estimated and actual shipping charges. To avoid such issues, ensure that the actual weights and box types used for shipping match those entered in Shopify and PluginHive, and keep your box and product weight data up to date.

Why was my customer charged a higher shipping rate (e.g., $19) for an order under 500g, and how can I correct this?

If a higher rate appears, check if the "Use Volumetric Weight For Package Generation" option is enabled in the PluginHive app under Weight Based packing method. When enabled, the app uses volumetric weight, which may increase the calculated shipping weight and result in higher rates. To fix this: 1. Go to App Settings → Packaging Details. 2. Disable the "Use Volumetric Weight For Package Generation" option. 3. Save the changes. 4. Run a test transaction at checkout to confirm that the rates are now correct. Disabling this option ensures that only actual weight is used unless volumetric weight is necessary for your shipping scenario.

Why was my order split into two separate packages when using the PluginHive app?

Orders are split into separate packages when the box configuration in the app is not set up correctly. If the empty box weight and the maximum box weight are set to the same value, the app cannot pack products into the box because there is no available weight capacity remaining for the items. To ensure products are packed together: – Set the "Box Weight (Empty)" to the actual weight of the empty box, for example, 0.1 kg. – Set the "Box Max Weight" to the maximum weight the box can hold, including the products, for example, 3 kg or 5 kg. After updating these values, process a new order to see if items are packed in a single package. If your box can accommodate all items and is configured correctly, the app will pack all products into one package.

Why was the shipping label for my bundle product generated with an incorrect weight much higher than the actual weight?

The higher weight occurred because, in your app settings under package settings, the default product dimensions were set to 10x10x10 cm, and the Weight Based packing method was used with the Volumetric Weight option enabled. For the specific order with 12 product quantities, the system calculated the volumetric weight per product as 0.25 kg (10x10x10/4000). The total volumetric weight for 12 units became 3 kg (12 x 0.25 kg). Since the calculated volumetric weight exceeded the actual total product weight, 3 kg was used for rate calculation and label generation.

Why won't my items fit in the custom box I set, even though their combined weight does not exceed the box’s limit?

The issue is likely due to a mismatch between your box and product dimensions, not just the weight. For example, your product "YUMCARS CITRUS – PRE WASH, INSECT SPRAY – 5LTR" has dimensions of 25.5 cm x 19.5 cm x 14.5 cm, while your custom box is only 31.5 cm x 10.35 cm x 10.35 cm. Since one or more dimensions of the product (specifically the height or width) exceed the corresponding box dimensions, the product cannot fit inside the box, regardless of the weight. To resolve this: 1. Review and compare the dimensions of your products and shipping boxes in the app. 2. Adjust either your product’s dimensions or your box’s dimensions within the PluginHive app so that all products fit within the selected packaging options. 3. Refer to PluginHive’s video tutorial on box packing for a better understanding: https://www.youtube.com/watch?v=Cdt2hqF6wRU This ensures the system selects the correct packaging and avoids packing errors.

Why would a product weight be set incorrectly in the app, and how can we avoid extra shipping charges due to high weight entries?

The app does not control or modify the weight of products in your Shopify store. If a product's weight appears much higher than expected, it is likely due to incorrect data entered during product setup in Shopify. You should review and update the weight to match the actual product value in Shopify's product details to prevent excessive shipping charges. Always confirm that your team enters accurate product weights for proper shipping calculations.

Will future changes to product details in Shopify now sync automatically with the PluginHive app after webhook setup?

Yes, once the product webhooks are properly added and functioning in your store, any subsequent updates to your products’ details in Shopify—such as weight, dimensions, or name—will sync automatically with the PluginHive app. You do not need to take any extra action after making changes in Shopify. If syncing fails in the future, reach out to PluginHive support for assistance.

Will switching from Weight Based Packing to Box Packing in the PluginHive app resolve the issue of being charged extra by Australia Post due to declared dimensions not matching actual package sizes?

Yes, switching to the Box Packing method can resolve this issue. With Box Packing, the app uses the product dimensions and weights you have entered for each SKU to calculate how the order is packed into a box (or satchel), thereby generating shipping labels with more accurate package dimensions and weight. This ensures that the information sent to Australia Post is as close as possible to the actual package size and weight, which helps avoid additional charges for size discrepancies at the depots. To switch, go to App Settings → Packaging → Edit, select Box Packing, and configure representative custom box sizes if you don’t use standard ones. This process enables more precise parcel data for each shipment.

Will the PluginHive app work for products exceeding Australia Post’s maximum size and weight limits?

Australia Post allows shipments up to 102 cm in length and a maximum weight of 22 kg per package. Products exceeding these limits cannot be shipped via Australia Post. For products above these size or weight constraints, you can consider using other carriers such as TNT Australia or DHL Express. These carriers are supported by PluginHive through the PH Multi Carrier Shipping Label app, which can handle larger or heavier shipments.

Will the shipping rates double when I add multiple quantities of a product, or only after a particular quantity limit is reached in the PluginHive app?

Shipping Rates calculation depends on the Packaging Setup you are using in the app. 1. Weight Based Packing Method – When using weight based packing method with the app, you will be providing only a Max Weight limit. The app will create a single package for your order up to that weight limit and rates will be calculated accordingly. 2. Box Packing Method – In the packing method, you will be either using the pre-configured Australia Post Flat Rate Satchels/Boxes or add your own custom boxes. Each Satchel/Box will have its own dimensions and Max Weight limit. The app will pick one or more boxes for your order based on the product weight and dimensions and the rates will be calculated accordingly. 3. Products are configured as Pre-Packed – If you have configured the products as pre-packed in the app, the app will pack each qty of such products individually with the package weight and dimensions same as configured product weight and dimensions and rates will be calculated accordingly. For further assistance in the app setup as per your requirements, contact PluginHive support.

Will updating a product from Draft to Active status ensure that the weight syncs correctly with the PluginHive app?

Changing a product from Draft to Active should generally allow the weights and other product details to sync with the PluginHive app, as the sync primarily works with Active products. However, if the weights still do not reflect after activation, ensure the changes are saved in Shopify, and refresh the PluginHive app to check for updates. If the issue persists, contact support with product details for further investigation.

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Shopify Australia Post Shipping App