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Data Duplication & Cache Refresh Issues in Shopify – Shopify Ship, Rate, and Track for FedEx FAQs

    Fix duplicate data and force cache refresh for FedEx settings

Questions in this section:

After refreshing products in PluginHive and removing duplicates, why might this duplication have occurred initially?

The root cause of product duplication cannot always be precisely confirmed because the PluginHive app auto-syncs product data with Shopify. Duplication may arise from syncing inconsistencies or residual data within the app. If duplication recurs, report it to the PluginHive support team for analysis and resolution.

Can I ship only within the United States using FedEx services in PluginHive, and still encounter international service rate issues?

If your Shopify store is configured to ship only within the United States and you are using solely US domestic FedEx services (such as FedEx 2 Day, FedEx Standard Overnight), international FedEx rates should not appear at checkout. If incorrect or unexpected international rates show up: – Confirm Shopify Markets are properly restricted to the US only without any added international countries. – Make sure only domestic FedEx services are enabled in the PluginHive app carrier settings. – Double-check that your FedEx account and meter numbers are correctly configured to fetch accurate US rates. – Clear any cached data or test rates with fresh transactions to reflect setting changes. If the problem persists, gather shipment details and reach out to PluginHive support for access-based diagnosis.

Can I specify different dry ice weights for each product, or is there a default setting?

Yes, you can specify different dry ice weights for each product according to your shipment needs. The system supports setting the dry ice weight separately per product, allowing flexible configuration based on the product's packaging or shipping needs.

Can PluginHive control or update the tracking information displayed on FedEx’s official tracking page?

No, PluginHive does not control or alter FedEx’s tracking information displayed on FedEx.com. The app fetches live tracking updates as they are published by FedEx and relays them to your customers. Any discrepancies or delays in tracking data on FedEx’s portal must be addressed directly with FedEx. PluginHive can assist by communicating with FedEx on your behalf if included in your correspondence but cannot modify or accelerate FedEx's official tracking updates.

Can the PluginHive app be configured to pull live shipping rates from ShipStation instead of using cached or custom rates?

No, the PluginHive app does not integrate with ShipStation or any other external applications to display shipping rates at checkout. The shipping rates shown, such as FedEx rates, are pulled directly from your own account details configured within the PluginHive app itself. Therefore, live rates come from your linked carrier accounts within PluginHive, not from ShipStation or any third-party source.

Can the search filter be adjusted to include all orders from the last 60 days instead of just 30 days?

Yes, the app holds order details for the last 60 days by default, not just 30 days. You can access order information and labels generated within the last 60 days. If you experience a limitation in the app interface showing only 30 days, please verify the date range filters you are using. For detailed searches or if you require data for a custom range within these 60 days, such as a specific month, you may request a custom order report from the support team to get comprehensive data beyond what the app interface displays directly.

Could the highlighted text in my order details be generated by the PluginHive app?

No, the PluginHive app only modifies the order by adding the tracking number when fulfilling the order. It does not edit or alter the product details section or any other parts of the order. If you notice highlighted text outside of the tracking number update, it is not generated by the PluginHive app.

Has the malware warning issue for PluginHive been resolved if users are still receiving Chrome's "site is dangerous" message?

Yes, the malware warning issue triggered on PluginHive apps has been investigated and resolved by the PluginHive team. If you continue to receive "site is dangerous" warnings on Chrome: – Make sure your browser cache has been cleared to remove outdated warning flags. – Update your Chrome browser to the latest version. – Disable conflicting browser extensions temporarily to rule out false positives. – Use alternative browsers like Microsoft Edge as needed. – Contact PluginHive support for further troubleshooting or confirmation of ongoing alerts. You can proceed with label generation and printing once these steps are followed.

How can I completely zero out shipping rates on the customer checkout page after adjusting rates in the backend?

To fully zero out the shipping rates at checkout, you need to set the Adjustment (%) value to -100 in the shipping carrier settings. This applies a 100% discount on the carrier-provided rates. After updating this value, clear any cached rates and then verify the rates display on the checkout page. This ensures the customer sees a zero shipping cost.

How can I confirm if the FedEx Ground rates shown in PluginHive are updated and accurate?

To verify that the FedEx Ground rates displayed in PluginHive are current and accurate, you should: 1. Cross-check rates directly with your FedEx representative or your FedEx business account dashboard, as PluginHive pulls rate data from your FedEx account in real time. 2. Understand that PluginHive calculates rates based on the packaging method and shipment details you provide, so accurate weight and dimensions are critical. 3. If you notice any discrepancies or suspect outdated rates, contact PluginHive support for assistance or guidance on refreshing your FedEx integration and verifying the account configuration. 4. Regularly monitor rates during shipment creation within PluginHive, and test with various package details to ensure consistency with official FedEx rates. By confirming with FedEx directly and maintaining accurate shipment data, you can trust the FedEx Ground rates PluginHive provides.

How can I disable the estimated delivery time from being displayed during checkout, and why does it still appear after disabling the option and saving?

To disable the estimated delivery time from appearing during checkout, you need to uncheck the relevant option in the App Settings and save your changes. If the estimated delivery time still appears, it may be due to cached data being shown in your browser or Shopify session. To verify your changes: 1. Disable the estimated delivery time option in the App Settings and save. 2. Instead of refreshing the same checkout page, enter a new shipping address during checkout. 3. This forces Shopify to fetch fresh shipping rates and update the displayed information, avoiding cached data. 4. Confirm that the estimated delivery time no longer appears. If the estimated delivery time still displays incorrectly after using a new address, try clearing your browser cache or test in a private/incognito window to ensure no cached data interferes with the display.

How can I generate a report that approximates a full calendar month using PluginHive?

To approximate a monthly report: 1. Generate the "Last 30 days" report on the last day of the month (e.g., on January 30th) to capture almost the entire month’s data. 2. Alternatively, on the 31st day (if applicable), generate the "Today" report to include data for that final day. This approach allows you to combine reports to cover the full month, although it is not an exact calendar month report.

How can I remove or hide archived products in the PluginHive app so they don’t clutter the product list?

The PluginHive app synchronizes all products from your Shopify store, including archived or discontinued products, as long as they exist in your Shopify product list. Currently, there is no feature within the app to filter out, hide, or remove archived products separately. Manual removal of products directly in the app is not recommended since it syncs directly with Shopify product data. The only way to refresh the products list is to perform a full product sync, which still imports all products from Shopify—including archived ones. Therefore, at this time, to reduce clutter, you should manage the visibility or deletion of products within Shopify itself. Updates to product details such as weights are also reflected in the app once changed in Shopify. If you have discontinued products that you will never ship again, it is important to remove or archive them in Shopify to manage your catalog better.

How can I resolve incorrect package dimensions when generating FedEx envelope labels manually in PluginHive?

If you encounter incorrect package dimensions, such as the length showing as 114 inches instead of the FedEx envelope dimensions, follow these steps: 1. Uninstall and reinstall the PluginHive app on your Shopify store. This action clears all previously processed order details that might cause dimension errors. 2. After reinstallation, generate new labels manually for your orders. The labels should now reflect the correct package dimensions consistent with FedEx envelope specifications. 3. Monitor these new labels carefully while printing to ensure the dimensions are accurate. 4. If the issue occurs again on any new orders, document the specific order numbers and share them with PluginHive support for further investigation. This procedure helps reset any cached or outdated order details that might be causing the dimension discrepancies, ensuring that labels generated going forward have accurate dimensions.

How can I resolve issues when I am unable to access the PluginHive app on my Shopify store?

If you are unable to access the PluginHive app on your Shopify store, follow these troubleshooting steps: 1. Clear your browser cache to remove any stored data that might be causing loading issues. 2. Try opening the app in your browser's Incognito or Private mode to bypass any cached data or extensions that could interfere. 3. Ensure that your internet connection is stable and that Shopify is not experiencing any outages. 4. If the problem persists, check if other users on your team can access the app to rule out a device-specific issue. 5. If you face difficulties with processing any orders through the app, provide the specific order number and describe the issue in detail for further investigation.

How can I resolve the issue of being unable to generate shipping labels in the PluginHive FedEx app when encountering a "NaN" order error?

To resolve the issue of not being able to generate shipping labels and seeing errors such as "NaN" orders, follow these steps: 1. Use the Google Chrome browser for this troubleshooting. 2. Right-click anywhere on the page and select "Inspect" to open the browser developer tools. 3. Then right-click the browser’s Refresh button. 4. From the menu, select "Empty Cache and Hard Reload" to clear cached data and force the browser to load the most recent files. 5. After this cache clearing, try generating the shipping label again in the PluginHive FedEx app. This process often resolves label generation errors caused by stale cache or corrupted data. If the problem persists after these steps, additional troubleshooting such as granting collaborator access to the PluginHive support team might be necessary.

How can I resolve the issue where the "FedEx Priority" shipping service was not appearing on my checkout page?

If the "FedEx Priority" shipping service does not show on your checkout page, it may be because this FedEx service was not previously included in the PluginHive app’s list of available services. To fix this: 1. PluginHive support needs to add the "FedEx Priority" service to the app for your region. 2. After support confirms the addition, verify on the checkout page that the "FedEx Priority" option appears. 3. Refresh your app settings or clear caches if necessary to see the update immediately. 4. Confirm that your product classifications and shipping profiles align with FedEx requirements for this service. If you encounter any further issues, contact PluginHive support with your store details for assistance. This update enables the FedEx Priority service to display correctly and function properly during label creation.

How can I troubleshoot and resolve issues when I am unable to change the shipping box under the "edit package" option in PluginHive?

To troubleshoot and resolve issues with changing the shipping box under the "edit package" option, follow these steps: 1. Ensure that you have approved the collaborator request sent by PluginHive to your Shopify store. This permission is necessary for their support team to investigate the issue properly. 2. Provide the specific order number where you experience the issue. 3. Record and share a short video demonstrating the exact steps you take when attempting to edit the package. This helps the support team to reproduce the issue accurately. 4. Check your store for any custom apps or third-party scripts that might interfere with the package editing functionality. Disable or isolate those temporarily to rule out conflicts. 5. Verify that your browser is updated and try clearing the cache or attempting the action in incognito mode to exclude browser-related glitches. 6. If the problem persists, communicate the details back to PluginHive support with the above information for further investigation. By providing clear order details, screen actions, and necessary permissions, PluginHive support can analyze the problem and confirm whether it’s a system glitch or a store-specific issue.

How can I verify and update the billing address and location settings properly for FedEx Freight in Shopify and the PluginHive app?

Correct address configuration requires syncing both Shopify and PluginHive app settings: 1. In Shopify admin, go to **Settings > Locations** and check the shipping origin address — this should match your FedEx Freight billing address exactly. 2. In the PluginHive app, open **Settings > Account Settings > FedEx Freight** and verify that the FedEx Freight billing address matches the Shopify location address. 3. If either address is incorrect or outdated, update it accordingly in the respective platform. 4. Save changes in both Shopify and PluginHive. 5. Clear caches or refresh the store as needed, then test placing an order to verify that rates and shipping options appear correctly without errors.

How can I verify if my browser or system changes are causing PluginHive to be flagged as a dangerous site?

To identify if recent browser or system changes are causing the warning: 1. Review recent browser updates or changes, especially security patches or new extensions installed. 2. Check your browser’s security settings (such as strict site blocking or privacy configurations) for recent adjustments. 3. Confirm if any network-level changes occurred, like proxy use, VPNs, or firewall/antivirus updates that could affect site trust. 4. Clear browser cache and disable extensions temporarily to see if that removes the warning. 5. Test the site access on multiple devices or with different browsers from your network to isolate if it is device- or network-specific. 6. When no changes are made on your side and issue persists only on Chrome, report the problem to PluginHive support so they can cross-check their domain and help escalate with Google if required.

How can I verify if recent browser or system changes are causing PluginHive to be flagged as a dangerous site by Chrome?

To investigate if changes on your end are causing the warning: 1. Review recent Chrome updates or extensions you installed, particularly those affecting security or content filtering. 2. Check Chrome security settings (e.g., strict privacy modes or site blocking) for recent modifications. 3. Confirm any network changes such as new VPNs, proxies, firewall rules, or antivirus updates that might influence site trust. 4. Clear browser cache and disable extensions temporarily to see if the warning disappears. 5. Test PluginHive access on other devices or different browsers on the same network to determine if the issue is device- or network-specific. 6. If no changes were made on your side and the warning persists only in Chrome, report the issue to PluginHive support to facilitate cross-checking and escalation with Google if necessary.

How can I verify whether HS codes for all variants are correctly saved and synced?

To verify HS code data integrity across variants: 1. Check each variant in the Shopify admin product page to ensure HS codes are manually entered and saved. 2. Export your product data from Shopify to a CSV or Excel file and review the HS code column for each variant to confirm presence. 3. Refresh and re-import products in the PluginHive app after confirming the Shopify data. 4. Confirm within the PluginHive app that HS codes for all variants are now visible and properly synced. 5. If discrepancies remain, clear caches or retry import processes to rule out syncing delays.

How do I enable the new PluginHive app UI for multiple Shopify stores?

To enable the new PluginHive app UI across multiple Shopify stores, take the following steps: 1. Contact PluginHive Support and provide the list of Shopify store URLs for which you want the new UI enabled. 2. The support team will update the accounts on their backend to enable the new UI for each specified store. 3. After receiving confirmation from support, log in to each store’s Shopify admin and open the PluginHive app to verify the new interface is active. 4. Explore the new UI to access updated features and improved workflows. If the new UI is not visible or fully functional, clear your browser cache or try using a different browser and contact PluginHive Support if the issue persists.

How does the “Do You Stack Product in a Box” option affect packaging selection in PluginHive’s app?

When the "Do You Stack Product in a Box" option is enabled, the app checks product dimensions in terms of length versus box length and width versus box width separately. It does not consider overall volume or space but validates if the product physically fits within each individual dimension of the box. This means if either the product’s length or width exceeds the corresponding box dimension, the app will choose a larger box. Disabling this option causes the app to pack items based on total volume or available space inside the box rather than dimension-by-dimension fits. This can allow products with one dimension slightly larger than the box dimension to still fit if the overall volume permits.

How is the availability of order data for a requested date range verified and what if the app usage started later than the requested date?

The support team verifies the app usage start date on your store before generating the report. If the requested start date predates your app usage on the store, the report will only be available from the date when the app was first installed and active. For example, if usage began on February 26, 2025, the report can only cover dates from February 26, 2025, onwards. You can confirm or provide the correct store URL to ensure accurate data retrieval.

How should I manage manual fulfillment for orders that contain free gift items categorized as custom or non-active products in PluginHive?

When orders include free gift items not recognized as active products by Shopify, PluginHive will not auto-fulfill them. To properly handle these orders: 1. Log into your Shopify admin panel. 2. Locate the specific order requiring manual fulfillment. 3. Manually mark the order as fulfilled by selecting the relevant line items, including the free gift. 4. Enter the tracking number and shipment details manually in Shopify’s fulfillment interface. 5. Save the fulfillment status and notify the customer if needed. Completing these steps ensures Shopify accurately reflects the order fulfillment status and prevents errors such as duplicate shipments or fulfillment confusion.

How to detect and troubleshoot occasional FedEx service outages causing rate return failures?

FedEx occasional outages can be identified and troubleshooted as follows: 1. Check the PluginHive app’s rates log for XML responses returning errors or “no response available,” indicating FedEx service issues. 2. Confirm if other customers are experiencing similar rate fetch failures, signaling an outage on FedEx’s side. 3. Retry creating orders or fetching shipping rates after some time to verify if the issue resolves. 4. If you detect persistent failures, report these XML log errors to FedEx for investigation. 5. Ensure customer checkout addresses and details are correct, and advise customers to clear browser cache, as these also affect rate fetching. 6. If you experience consistent issues, capture and share screenshots or logs with PluginHive support for case-by-case analysis.

How to use an Incognito window to troubleshoot printing issues in PluginHive’s React App?

Using Incognito (private) mode helps bypass cached data and unauthorized extensions that might block normal operation. Here’s how to use it: 1. Open Google Chrome. 2. Click the three dots in the upper-right corner. 3. Select “New Incognito Window.” 4. In the Incognito window, log into your Shopify store. 5. Navigate to the PluginHive app and attempt to print the documents. 6. Observe whether the documents load successfully and print without freezing. 7. If successful, the issue likely involves cached data or extensions in your regular browser mode. 8. Clear your regular browser cache or disable extensions based on this test to fix the problem permanently.

I am unable to schedule a support call because the booking buttons are unclickable. What options do I have to get support?

Currently, today's support call slots are fully booked. The scheduling system will open new slots for Monday by the weekend. Meanwhile, you can check back then to book a time. If the booking buttons remain unclickable, ensure that you are using an updated browser and try clearing your cache or using a different device. If issues persist, contact support directly for alternate arrangements.

I have set shipping rules with adjustments based on zones, but they are not working as expected. How can I resolve this?

To resolve issues with zone-based shipping rules and adjustments not working, follow these guidelines: 1. Review the configuration of your shipping rules carefully within the PluginHive app or shipping settings. Ensure that each zone is correctly defined with the appropriate conditions (e.g., countries, states, zip codes). 2. Verify that the adjustment values (e.g., rate increases or discounts) are properly set and enabled for the respective zones. 3. Check for any conflicting or overlapping rules that might override the intended adjustments. 4. Test by creating sample orders shipping to different zones to confirm if the rules apply correctly. 5. If problems persist, clear the app cache or refresh the shipping settings. 6. Contact PluginHive Support with detailed information about your rules and zones so they can assist in diagnosing and fixing backend issues or escalating to their technical team if needed.

Is it possible to download reports from past months through the PluginHive app?

The PluginHive app does not support downloading reports for specific past calendar months or dates outside the preset intervals (Today, Last 7 days, Last 30 days). For requirements involving historic monthly data, you can contact PluginHive support directly, and they can assist with generating custom reports for past months outside the standard app functionality.

Is it possible to generate a shipment report that includes the weight and dimensions for each shipment in the PluginHive app?

No, the current report generated by the PluginHive app does not include the weight or dimensions of shipments. The report contains only the following details: shop order ID, order display ID, label status, label creation date, master tracking ID, currency, shipping total, tracking ID, and package details. Weight and dimension data entered during label generation are not available in the report at this time.

Is there a way to get order data for a period longer than the last 30 days?

Within the PluginHive app, you can download order reports for custom date ranges beyond the default 30 days. To do this: 1. Navigate to the app dashboard. 2. Go to the **Shipping** section. 3. Select **Generate Order Report**. 4. In the report generation interface, select your desired date range exceeding 30 days. 5. Download the generated report containing the order data for that specified period.

Was PluginHive hacked, and do we need to inform our customers that their data may have been compromised?

PluginHive was not hacked, and there was no breach of customer data. The malware warning was a false positive and did not impact the integrity of the PluginHive apps or any sensitive information. Therefore, you do not need to inform your customers about any data compromise, as their data remains secure.

What actions should I take if customers see excessively high FedEx shipping charges in the PluginHive Ship Rate & Track app, resulting in canceled orders?

To address and mitigate excessively high FedEx shipping charges shown to customers: 1. Verify all shipment inputs (weight, dimensions, origin, destination, and service selections) are accurate and reflect the actual packages. 2. Review the PluginHive app’s shipping rate adjustment settings to see if any percentage markups or fixed amount additions are applied. Also check Shopify’s shipping rate adjustments that might affect the displayed rates. 3. Temporarily disable any rate adjustments in both PluginHive and Shopify to determine their impact on the shipping cost. 4. Manually create equivalent shipments on FedEx.com to verify the base rates consistent with your FedEx account configuration. 5. Communicate proactively with customers about potential rate issues and expected resolution timelines to reduce cancellations. 6. Document shipment details and conduct side-by-side rate comparisons for support escalation. 7. If the rate inflation is unrelated to user settings or shipment errors, immediately contact PluginHive support for expert troubleshooting and correction using their appointment booking system. By systematically verifying shipment data, app and store rate adjustments, and authentic FedEx rates, you can identify and stop inflated shipping costs that harm sales.

What are the common reasons for printing documents to get stuck in the PluginHive React App, and how to avoid them?

Common reasons and preventive measures include: 1. Browser Cache or Extensions Interference: – Regularly clear browser cache and test in Incognito mode. – Disable unnecessary browser extensions. 2. Browser or PDF Viewer Issues: – Use supported, updated browsers such as Chrome or Edge. – Test PDF viewing with external documents to ensure proper functionality. 3. Network or Connectivity Slowness: – Ensure stable and fast internet connection. – Avoid large batch printing during peak times. 4. System Resource Constraints: – Close other resource-intensive apps to ensure smooth processing. 5. Large Order Volume Impact: – Print in smaller batches if possible to speed processing. By proactively managing these factors, you can reduce chances of freezing or stalling during print document preparation.

What are the pre-requisites and best practices to prepare for a Zoom support call with PluginHive?

To ensure a smooth and productive Zoom support call with PluginHive, follow these pre-requisites and recommendations: 1. Ensure your computer has a working microphone and speakers/headphones for clear communication. 2. Have permissions ready to share your screen during the call if you want the support team to view your store setup or app configuration. 3. Join the call promptly at the scheduled time because the sessions are typically limited to a fixed duration, and delays or extensions may not be possible. 4. Prepare details such as your store URL, specific issues, or questions in advance to make the best use of the session time. 5. Use a stable internet connection to avoid disruptions during the call.

What causes a product not to load its package details in the Shopify FedEx app, and how can I fix this issue?

A common reason package details fail to load in the Shopify FedEx app is if product data inconsistencies exist, such as missing weights. For example, if the same product is listed multiple times in the app and one instance lacks weight information, label generation and package details loading may fail. To fix this issue: 1. Check the products associated with the order in the Shopify admin and confirm they are active. 2. In the FedEx app, verify all imported products and ensure each product has complete data, especially the weight details. 3. Remove duplicate or incomplete product entries that lack necessary information like weight. 4. Update any missing product fields to include accurate weights. 5. Re-sync or re-import products in the app if necessary to refresh the correct data. After correcting the product data inconsistencies, try regenerating the label. This should resolve the issue with package details not loading.

What does the "Inactive customer account" error mean when using PluginHive with FedEx, and how can it be resolved?

The "Inactive customer account" error indicates that your FedEx account has been locked due to inactivity or because your credit privileges are inactive. To resolve this issue, follow these steps: 1. Contact your FedEx sales manager directly or reach out to FedEx customer support. 2. Inform them about the "Inactive customer account" error and request reactivation of your account or credit privileges. 3. Once FedEx has reactivated your account, verify in the PluginHive dashboard that your FedEx integration is functioning correctly. 4. If the error persists after reactivation, clear any cached credentials in PluginHive and reauthorize the FedEx account. This process will restore the connection and ensure your FedEx shipping services work smoothly through PluginHive.

What does the error "Request failed with status code 504" mean in the PluginHive app?

The error "Request failed with status code 504" indicates a Gateway Timeout. This means that a server acting as a gateway or proxy did not receive a timely response from an upstream server it needed to access in order to complete the request. To resolve this issue, you can take the following steps: 1. Check your internet connection to ensure it is stable and fast. 2. Retry the action after some time, as the server might be temporarily overloaded or undergoing maintenance. 3. Verify if the external service or API PluginHive is connecting to is operational and not experiencing downtime. 4. If the error occurs for a specific order or action, note the details and contact PluginHive support with that information for further investigation. 5. Clear your browser cache and cookies or try accessing the app from a different browser to rule out client-side issues. If these steps do not resolve the issue, reach out to PluginHive support with details about when and how the error occurs so they can assist you further.

What should I do if FedEx label generation is failing in PluginHive?

Follow these steps to troubleshoot and resolve FedEx label generation failure: 1. Confirm that your FedEx credentials (account number, API key, password) are correctly entered in the PluginHive FedEx integration settings. 2. Ensure that your PluginHive account is active and not restricted for shipping or API usage. 3. If you receive known error messages like "Carrier-calculated shipping registration failed," check PluginHive’s status updates or support communications for ongoing issues. 4. Clear your browser cache or try generating the label from a different browser or device. 5. If the label generation was previously working and suddenly fails, wait for a few hours and try again as the PluginHive team might be resolving backend issues. 6. If the issue continues, contact PluginHive support with screenshots and the exact error message for detailed assistance.

What should I do if I receive a "site is dangerous" warning on Google Chrome when trying to view screen recordings or access PluginHive features?

To safely resolve this: 1. Confirm that the warning appears only on Google Chrome and not on other browsers like Microsoft Edge, which helps isolate the issue to Chrome’s security settings. 2. Avoid clicking on proceed links in the warning page to prevent potential risks. 3. Clear browsing data (cache and cookies) for PluginHive-related sites. 4. Check if your antivirus or network security tools are flagging the site incorrectly. 5. Temporarily disable Chrome extensions that may interfere with security checks. 6. Contact PluginHive support to verify if there are any reported security incidents or false positives. 7. Use alternative browsers such as Edge or Firefox for accessing screen recordings until the warning is resolved. Following these steps helps maintain security while minimizing disruption.

What should I do if I receive a "site is dangerous" warning on Google Chrome when trying to view screen recordings or access PluginHive features?

To safely address the warning: 1. Confirm the warning appears only on Chrome and not other browsers to isolate the issue. 2. Avoid clicking through the warning to proceed, which may expose risks. 3. Clear Chrome’s browsing data (cache and cookies) for PluginHive-related sites. 4. Check if antivirus or network security software is incorrectly flagging PluginHive sites. 5. Temporarily disable Chrome extensions that could interfere with site security checks. 6. Contact PluginHive support to confirm whether there are ongoing security issues or known false positives. 7. Use alternative browsers such as Microsoft Edge or Firefox to access PluginHive features until the warning is resolved.

What should I do if PluginHive support confirms that label generation issues have been resolved but I still face problems?

If PluginHive support indicates the label generation issue is resolved but you continue to face problems, follow these steps: 1. Clear your browser cache and cookies or try a different browser to eliminate local caching issues. 2. Restart your device to clear any temporary glitches. 3. Confirm your internet connection is stable and that no firewall or network restrictions are blocking PluginHive services. 4. Try label generation on a different device to isolate if the problem is device-specific. 5. Provide detailed feedback to PluginHive support including error messages, screenshots, affected devices, and browsers for further diagnosis. These measures help ensure that lingering issues are quickly identified and addressed.

What steps can I take if I encounter repeated page load failures or have to refresh repeatedly to proceed during order processing?

If you face persistent page load failures or need to refresh frequently: 1. Clear your browser cache and cookies to eliminate local data issues. 2. Use a supported browser and ensure it is updated to the latest version. 3. Try accessing the PluginHive app from a different network or device to check if the issue is network-related. 4. Provide PluginHive support with detailed information including the type of error, approximate time it occurs, and any video recordings to help them analyze the problem more effectively. 5. Keep PluginHive informed about peak times when the issue is more severe so they can prioritize optimization efforts around those hours.

What steps should I follow if I face issues with PluginHive not prompting for the shipping method during FedEx label creation?

If the shipping method question is skipped or missing during the label creation process: 1. Check the PluginHive app settings to confirm shipping methods are enabled and correctly linked to FedEx shipping options. 2. Validate that your store’s product and shipping profiles have appropriate shipping methods assigned. 3. Ensure the plugin version is up to date as outdated versions may cause UI or feature glitches. 4. Clear your browser cache or try from a different device to rule out interface loading issues. 5. If the problem persists, document the behavior and contact PluginHive support for detailed troubleshooting.

What steps should I take if the label print preview is slow or unresponsive in the PluginHive app?

If you experience slowness or unresponsiveness when generating or previewing labels: 1. Confirm whether the slowness occurs consistently or intermittently. Sometimes labels generate quickly, sometimes slowly. 2. Check if recent high-traffic sale events occurred recently, which could cause temporary delays. 3. Clear your browser cache and try generating the label again. 4. Share the details of an affected order and, if possible, a short screen recording illustrating the issue with the PluginHive support team for deeper analysis. 5. Allow PluginHive support permission to generate a label from their side for troubleshooting. 6. Monitor your app performance after known high-traffic periods to verify if performance returns to normal.

What steps should I take if the PluginHive app does not generate FedEx labels even after FedEx resumes UK domestic shipping services?

If label generation still fails after FedEx confirms service restoration, follow these steps: 1. Clear the cache or restart the PluginHive app to ensure no temporary client-side issues are causing the problem. 2. Verify your Shopify-FedEx integration settings within the PluginHive dashboard to confirm all credentials and configuration are correct and up to date. 3. Test label generation with multiple UK domestic shipments to rule out specific order data issues. 4. Contact FedEx support to check for any account restrictions or technical problems that might affect label creation. 5. Reach out to PluginHive support with logs or error messages for further diagnosis and assistance.

When refreshing products in the PluginHive app to remove duplicates, does the process affect shipping product data or Shopify product data?

The refresh process affects the Shopify product data as synced in the PluginHive app’s Products page. Specifically, all products currently imported from your Shopify store into the app will be cleared from the app’s product database. Then, products will be reimported from your Shopify store back into the app. This complete refresh helps to remove duplicate entries. It does not modify the original Shopify store data, only the product records within the PluginHive app. Note that during this refresh process, shipping rates may fail temporarily at checkout if rate requests occur while the product refresh is underway. Therefore, permission is required before proceeding to ensure you are aware of these temporary impacts.

When refreshing products in the PluginHive app to remove duplicates, does this process affect the shipping product data or the Shopify product data?

The product refresh process only affects the product data stored within the PluginHive app. Specifically, all products previously imported from your Shopify store are cleared from the app’s product database, then reimported to ensure a deduplicated and updated listing. This does NOT modify any product data in your original Shopify store. Note that during the refresh, shipping rates may temporarily fail at checkout if rate requests occur mid-process. Hence, permission to proceed is required to prepare for these transient impacts.

Why am I seeing excessively high shipping prices, and how can I fix it in the app settings?

High shipping rates can occur if the app creates multiple packages for a single transaction due to packaging configuration. To resolve this: 1. Go to the app’s main dashboard. 2. Navigate to **App Settings** → **Packaging Settings** → **More Settings**. 3. Locate the option labeled **"Do You Stack Products in Boxes?"**. 4. If this option is enabled, disable it—especially if your products are not meant to be stacked or boxed together. 5. Save the settings and then check the shipping rates again during your store’s checkout process. Disabling this option prevents the app from unnecessarily splitting orders into multiple packages, which can significantly reduce shipping costs.

Why am I unable to generate a FedEx shipping label from the order details in the PluginHive app, and how can I fix it?

If you are unable to generate a FedEx shipping label from the order details, follow these troubleshooting steps: 1. Use the Chrome browser for best compatibility. 2. Right-click anywhere on the page and select "Inspect" to open Developer Tools. 3. Right-click the browser refresh button and choose "Empty Cache and Hard Reload" to clear cached data that might cause loading issues. 4. After the cache is cleared, try to generate the label again through the app. If the problem persists, you can provide temporary collaborator access to your store via the email [email protected] so the PluginHive support team can investigate further. This approach resolves common issues related to stale cached data affecting label generation.

Why are FedEx shipping rates not increasing at checkout when I add more items, even though multiple boxes are needed?

If the rates at checkout do not change when adding more items, the app is likely calculating shipping using only one package for the entire order. This happens when product dimensions or packaging rules do not reflect multiple boxes, causing the system to assume all items fit into a single box.

Why are the Shopify pages for my STL and STNAL shops not loading, and how can I resolve this issue?

If your Shopify pages are not loading, please follow these steps to troubleshoot: 1. Verify if the issue occurs on both the Shopify store and the integrated app. If they are loading correctly from other locations or devices, the problem might be local. 2. Log out from your account and then log back in to refresh session data and resolve potential temporary glitches. 3. If the pages still fail to load after relogging, the issue could be on Shopify’s end related to your store configuration or server status. In this case, contact Shopify Support to investigate and resolve store-specific loading problems. 4. Meanwhile, you can check your internet connection and clear your browser cache as additional troubleshooting steps. 5. Reach out to your app support team if issues persist for further assistance.

Why do uploaded files disappear after refreshing the page, and how can I ensure they stay uploaded in the PluginHive app?

If uploaded files disappear after refreshing the page, it may indicate that the upload process was not fully completed or the files did not save correctly. To ensure files stay uploaded: 1. Verify that the upload process completes without interruption and the app confirms successful upload. 2. Avoid navigating away or refreshing the page before the upload finishes. 3. After uploading, refresh the page once to check if the files remain visible. 4. If files still disappear, try clearing your browser cache or using a different browser to rule out session or cache issues. 5. Contact support if the problem persists, providing details about your browser and upload steps. Following these steps helps confirm that files are correctly saved and retained within the PluginHive app.

Why does the app select an extra-large box for two 'OG' products sized 4x4x4 when a medium box should suffice, and how can I configure packaging to fit specific quantities per box size?

The app may select a larger box due to the "Do you stack product in box" setting being enabled, which stacks products vertically and calculates total height—potentially causing oversized box selection. To address this: 1. Go to App -> Settings -> Packaging Settings -> More Settings. 2. Disable the "Do you stack product in box" option to allow the app to pack items based on available space rather than stacking height. 3. To control packaging by quantity per box size, adjust the maximum weight limit for each box size reflecting the number of items it can hold. For example: – If a medium box fits 2 'OG' products weighing 2.1 lbs each, set the medium box's max weight slightly above 4.2 lbs (e.g., 5 lbs). – Similarly, adjust max weight limits of large and extra-large boxes based on their capacity. This method lets the app select boxes based on realistic quantity limits tied to weight thresholds, optimizing box utilization.

Why does the package generation page not load when I try to generate packages in PluginHive?

If the package generation page is not loading, it may be related to access permissions or specific store data issues. To troubleshoot: 1. Approve the Shopify store collaborator request sent by PluginHive to your registered email. This allows the support team to access and diagnose your store settings. 2. Provide the specific order number where the issue occurs. This helps pinpoint potential data or configuration problems for that order. 3. Meanwhile, ensure your internet connection is stable and try clearing your browser cache or using a different browser. 4. If the problem persists after approval and providing details, PluginHive support can remotely check your store environment to identify and resolve the issue.

Why does the page go blank when I click 'Generate Packages' in the PluginHive FedEx app, and how can I resolve this issue?

A blank page during label generation can result from high label volumes or integration errors. To resolve this: 1. Confirm if your account exceeds 200 FedEx labels per month, as high volumes may trigger API or plugin limits. 2. Verify there are no recent PluginHive FedEx app or Shopify outages affecting label generation. 3. Ensure order details such as weight, dimensions, and shipping address are accurate and complete to prevent API rejections. 4. Clear your browser cache and disable conflicting extensions to eliminate client-side issues. 5. Try generating labels with a smaller batch of orders to test volume-related problems. 6. Review shipping credentials and API settings in the PluginHive dashboard if automatic label generation causes cancellations. 7. If the problem continues, collect detailed logs and order information and contact PluginHive support for deeper investigation. Following these steps helps identify and fix the root cause to enable successful label generation.

Why does the PluginHive app fail to retrieve FedEx shipping rates for draft orders containing a large number of products, and how can I fix this?

FedEx API requires detailed commodity data for each product, and large draft orders increase the request payload size and complexity. When the number of commodities grows (typically over 50-60 items), the FedEx API request may time out or be rejected, causing “Package Generation Failed” errors and preventing rate retrieval. To fix this: 1. Divide large draft orders into smaller ones with fewer than 50-60 unique products each. 2. This keeps the FedEx API request payload within acceptable limits, enabling successful rate generation. 3. Test the split orders in the PluginHive app to confirm rates are correctly calculated. 4. This limitation is inherent to FedEx API and cannot be bypassed by the app.

Why does the React App freeze and get stuck on "Please wait while we prepare your document" when trying to print a guide in “Print document”?

This issue can be caused by local factors on your browser or system rather than the PluginHive app itself. To troubleshoot this: 1. Cross-check your internet connection to ensure it is stable. 2. If printing documents for a batch of orders, allow some extra time as this can take longer. 3. Clear your browser cache: – In Google Chrome, go to Settings > Privacy and security > Clear browsing data. – Clear cached images and files. 4. Try printing from a browser Incognito or Private window to bypass existing cache and extensions. 5. Test printing in different browsers such as Google Chrome and Microsoft Edge. 6. Check if your PDF viewer or browser PDF rendering is working correctly by opening an external PDF link directly in the browser (e.g., the FedEx Commercial Invoice PDF at https://www.fedex.com/content/dam/fedex/us-united-states/services/Commercial_Invoice_Country_List.pdf). – If the PDF fails to open properly, review your browser or system PDF viewer settings or try a different browser. If these steps do not resolve the freezing issue, consider capturing a HAR file and a short video demonstrating the problem to help further diagnose the cause.

Why does the screen go blank after I click "Generate Packages," and how can I resolve this issue?

If the screen goes blank after clicking "Generate Packages," first verify whether the labels were generated successfully despite the blank screen. You can do this by checking your orders for label creation status. If you do not see any generated labels or the issue persists, provide the specific order number to support for further investigation. This approach helps determine if the issue is a display glitch or a failure in label generation. Meanwhile, try refreshing the page or clearing your browser cache as general troubleshooting steps.

Why is Google Chrome showing a "site is dangerous" warning when trying to access PluginHive or print shipping labels, while other browsers like Microsoft Edge do not show this message?

This warning from Google Chrome can occur due to several reasons, typically related to browser security settings, SSL certificate issues, or recent changes in browser threat databases. To address this issue, follow these steps: 1. **Check SSL Certificate Validity**: Ensure that the PluginHive site’s SSL certificate is valid and not expired. An invalid or expired certificate can trigger security warnings. 2. **Clear Chrome Cache and Cookies**: Sometimes, outdated cache or cookies may cause false warnings. Go to Chrome Settings > Privacy and Security > Clear browsing data, and clear cached images and files as well as cookies for the PluginHive domain. 3. **Update Google Chrome**: Make sure Chrome is updated to the latest version, as outdated versions can sometimes misinterpret security data. 4. **Check Security Extensions**: Disable any Chrome browser extensions that might affect site security scanning, like ad blockers or antivirus plugins, to rule out false positives. 5. **Scan for Malware**: Run a malware scan on your system to ensure your device is not compromised which could cause browser warnings. 6. **Report the False Positive**: If all else checks out, you can report the site to Google Safe Browsing as a false positive through their Webmaster Tools or Safe Browsing site to help remove any erroneous listing. 7. **Use Alternative Browsers Temporarily**: Since Microsoft Edge does not show this warning, continue using it while the issue is investigated and resolved. If your system has had no changes and the issue is isolated to Chrome, it is often a false positive triggered by recent Chrome updates or security database changes, which the PluginHive team can help verify from their end as well.

Why is my newly added product on my Shopify store not appearing in the PluginHive FedEx Ship Rate & Track app under product sections, and how can I sync it?

If a newly added product is not showing up in the PluginHive FedEx Ship Rate & Track app, first verify whether the product has been imported into the app correctly. The app automatically imports products from your Shopify store, but in some cases, syncing issues can occur. To resolve this: 1. Log into your PluginHive FedEx Shipping app dashboard. 2. Check the product list within the app to confirm if the new product is visible. 3. If the product is not visible, manually trigger a product sync or refresh within the app settings. 4. Ensure that the product is active and properly configured in your Shopify store (published and available on the sales channel). 5. Confirm that the product meets any specific criteria or settings required by the app (e.g., product type, shipping profiles). 6. If the product is visible in the app’s product list, but not showing in the shipping sections during checkout or shipping calculations, clear any cache or reinitialize the shipping rates. In this specific case, the product (https://sarisinfrastructure.com/products/stair-ramp-end-cap-lite) has been successfully imported and is visible in the app. Therefore, no further sync action is necessary. If you still do not see the product in the shipping options, re-check the app configurations or contact support for deeper troubleshooting.

Why is the FedEx International Connect Plus service not appearing as a shipping option for customers during checkout in Shopify, and how can I enable it?

If FedEx International Connect Plus service does not appear as a shipping option at checkout, it is likely because it is not enabled in the PluginHive app settings. To resolve this: 1. Open the PluginHive app on your Shopify admin. 2. Go to **App Settings** > **Rate Settings** > **Carrier Services**. 3. Find the FedEx International Connect Plus service in the list and enable it by checking the corresponding option. 4. Save the settings and clear cache if necessary. 5. Test your store’s checkout again to confirm that International Connect Plus now appears as a shipping option available to customers. If the option still does not appear, verify your FedEx account supports this service and that your app configuration matches FedEx’s service availability.

Why is the product weight I set as 0.1 lbs not showing correctly in the system?

Product weights added to the system are updated automatically. If you have input 0.1 lbs but it is not reflecting, first verify that the weight value was saved correctly during the update process. If the weight still does not display, ensure that the product details page or relevant system interface has refreshed or reloaded to reflect the latest data. If the issue persists, review any packaging settings that might override or affect the displayed weight. Providing a screenshot of the product weight section can help support teams diagnose the issue further.

Why isn't my uploaded ETD signature or PDF letterhead being added to the commercial invoice, and how can I fix this issue?

If your uploaded ETD signature or PDF letterhead is not appearing on the commercial invoice, follow these steps to resolve the issue: 1. Ensure that the image or PDF file you are uploading meets the size and dimension limits as required by the app. Large files may be rejected or not displayed correctly. 2. Resize your signature image or letterhead file to comply with the allowed dimensions and file size limits. 3. Upload the resized images or PDF files through the App Settings interface within PluginHive. 4. After uploading, generate a new label for an international order to verify if the ETD signature or letterhead appears on the commercial invoice. 5. If the issue persists, clear cache or try with a different order to rule out order-specific problems. 6. Contact PluginHive support if the problem continues after these steps with details to assist further.

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Shopify Ship, Rate, and Track for FedEx