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Importer of Record (IOR) Setup in Shopify – Shopify Ship, Rate, and Track for FedEx FAQs

    Set up Importer of Record for FedEx global shipments

Questions in this section:

After activating the "Importer of Record" in Account Settings of the PluginHive app, is this information transmitted electronically to FedEx or only printed on the invoices produced by the plugin?

The Importer of Record information is electronically transmitted to FedEx as part of the Request XMLs for shipping label generation via the PluginHive app. FedEx uses this transmitted data to provide labels and Commercial Invoice documents through its API. Additionally, the Importer of Record details are also printed on the Commercial Invoices generated by the app for reference.

Can declared values for products be set in bulk for international shipments using the PluginHive FedEx app?

No, the app does not currently support bulk setting or updating of declared values for products. Declared values must be assigned manually on a per-product basis either during shipping label generation or by editing each product individually within the app or Shopify admin. There is no CSV import/export or bulk update functionality for declared values.

Can I use PluginHive FedEx apps for managing shipments from multiple countries with separate FedEx accounts?

Yes, it is possible to manage shipments for your business importing from Greece and exporting from Singapore using the PluginHive apps, provided the following conditions are met: 1. You have two separate FedEx accounts—one for Greece and one for Singapore. 2. Orders for shipments are available and managed within your Shopify store. Note: If you face difficulties creating a FedEx carrier account for Greece, this is an upstream issue with FedEx and must be resolved with FedEx directly.

Can I use the PluginHive app to set up live rates for FedEx while still using Aramex for local shipments in the UAE?

The PluginHive Ship Rate and Track app for FedEx supports only FedEx as a carrier, primarily for international shipments. It does not directly manage or provide live rates for Aramex. To handle shipments with both Aramex (for local UAE deliveries) and FedEx (for international shipments), you would typically need to configure separate solutions or apps that support each carrier individually. If you require simultaneous integration of both carriers within your shipping setup, consider using a multi-carrier shipping app that supports Aramex alongside FedEx or managing Aramex shipments through your existing system outside of this FedEx-specific plugin.

Can PluginHive be used alongside Boxify in Shopify to handle air freight shipments that Boxify does not support?

PluginHive’s Ship, Rate & Track app for FedEx supports air freight (Express) services as well as LTL Freight for both domestic and international shipments. However, the PluginHive app operates independently and does not integrate directly with other Shopify shipping solutions like Boxify. Therefore, you cannot combine the two apps within Shopify for seamless shipping rate management. If you want to use PluginHive for air freight shipments while continuing to use Boxify for other shipments, you would need to manage them separately within Shopify.

Can PluginHive collect a FedEx account number from customers during Shopify checkout specifically for International Connect Plus shipments to the US?

Currently, PluginHive does not provide a built-in feature to collect FedEx recipient account numbers from customers at Shopify checkout. Since International Connect Plus shipments to the US require recipient FedEx account numbers, you must manage this requirement outside of PluginHive, for example by: – Adding a custom checkout field or app in Shopify to request FedEx account numbers from US customers before purchase. – Handling customer account number collection manually prior to shipment processing. This prevents orders without recipient FedEx account numbers from being placed using the Connect Plus service, which will fail label generation.

Can PluginHive generate a report including all key shipment details like origin and destination ZIP codes, actual shipping weight, current service level, and current service provider?

Yes, PluginHive’s reporting capabilities generally include shipment-related details such as: – Origin and destination ZIP codes (depending on shipment data collected) – Actual shipping weight captured at the time of label creation – Current service level or shipping service selected (e.g., FedEx Ground, Express) – Current service provider or carrier used (e.g., FedEx, UPS) To generate such a report: 1. Access your PluginHive account dashboard and navigate to the Reports or Shipments section. 2. Use available filters to specify the date range for your report (e.g., from February 5, 2025, to present). 3. Export the report containing shipment details. This file typically includes tracking numbers, service levels, weights, and ZIP codes. 4. If any required shipment field is missing from the standard report, contact PluginHive support for assistance or to request a customized data extract. Using these reports, you can analyze shipping volumes, service usage, and origin/destination trends to inform your annual shipping pattern reports.

Can the automatic shipping notification emails triggered by Shopify be disabled or customized?

As of now, Shopify’s system automatically sends shipping notifications whenever there is an update on the tracking status of an order (e.g., out for delivery, delivered). These notifications are set by default and cannot be disabled or customized via the Shopify admin or apps like PH Ship Rate & Track. There is no current option to control the timing, frequency, or number of these notifications. Any requests for modifying this behavior must be submitted as feedback to Shopify developers for potential future platform improvements, but no immediate solution is available.

Can we export product dimensions from the app?

Yes, you can export product dimensions by exporting the products CSV file. To do this: 1. Navigate to the App > Products section. 2. Use the Export option to download the CSV file containing your product data. 3. In the exported CSV, you can add or review the dimensions for your products. 4. After making any changes, save the CSV file and import it back into the app to update your product information.

Can we get data exports greater than 30 days, specifically for a 90-day period or longer?

The app allows exporting order reports for up to the last 30 days directly through its interface. However, for data exports beyond 30 days, you can request a custom report by providing specific start and end dates. The PluginHive support team can generate and share the extended date range report manually. Simply specify the date range you need, and they will prepare the report for you.

Can you provide an example of the XML file transmitted to FedEx that includes the Importer of Record and label request information?

Yes, PluginHive can provide the Label Request/Response XML files that are transmitted to FedEx when generating shipping labels. These XML files include all shipping and Importer of Record data sent to FedEx’s API. Users can request these XML samples from support to verify the transmitted information or for integration inspection purposes.

Does PluginHive's app support FedEx shipments for users located in Canada?

Yes, the PluginHive app supports FedEx shipments for users in Canada, including both domestic and international shipments. If you are in Canada and facing issues with FedEx integration, the problem is not due to lack of support in the app. You can try reconnecting your FedEx account, and if you encounter any problems or have questions about using FedEx through the PluginHive app, you can reach out to their support team for assistance.

Does the declared value set for a product apply to both domestic and international shipments?

The declared value is primarily used for international shipments as it represents the product's customs declared and insured value. For domestic shipments, the declared value does not typically apply in the same way. By default, the product price is used as the declared value, which applies to customs and insurance for international shipments. However, this declared value is not used for domestic shipping. You can manually edit the declared value per item if needed, but this must be done individually.

Does the PH Ship app automatically sync all product updates (titles, SKUs, finishes) made in Shopify?

The PH Ship app imports products automatically from your Shopify store; however, it does not always reflect instant updates such as changes in product titles, SKUs, or variant options like finishes. To ensure these updates are reflected in the app: – Export the products CSV from the PH Ship app. – Make sure the exported data matches your Shopify store data. – If discrepancies exist (missing products or outdated information), re-import an updated CSV with the correct details. – For issues with synchronization or missing products, you can request a manual refresh or re-import of products in the app to ensure it aligns with your Shopify store.

Does the PH Ship Rate & Track for FedEx app support shipping to destinations outside of Brazil?

Yes, the PH Ship Rate & Track for FedEx app supports shipping to both domestic and international destinations. You can use it to manage shipments outside of Brazil based on your FedEx account settings. Ensure your FedEx account is configured to allow international shipments to fully utilize this feature. If you need assistance with setup or configuration, the support team can provide guidance.

Does the PluginHive FedEx app support adding a Broker Select Option (BSO) to indicate that the shipper’s company, rather than FedEx, will act as the customs broker for shipments? If so, how can it be enabled?

Currently, the PluginHive FedEx app does not support the Broker Select Option (BSO). The app only provides the Importer of Record (IOR) option, which assigns responsibility for duties and taxes payment but does not allow specifying a customs broker. The BSO feature lets you select a designated customs broker for clearance instead of FedEx acting as the default broker. This option is available on the FedEx portal but is not yet integrated into the app. At this time, you cannot enable BSO within PluginHive’s platform.

For 0 value international orders, can the invoice show the actual line item prices while keeping the total order value as zero?

FedEx requires a minimum declared value (e.g., $1 or higher) on the invoice for international shipments and does not accept a total declared value of zero. Therefore, it is not possible to display actual line item prices while having the total order value as zero on the invoice. The system defaults to a minimum declared amount (such as $3) on the invoice to meet this requirement. This is necessary to avoid shipment rejection at customs.

How can I add my Tax ID to the commercial invoice in PluginHive?

To add your Tax ID to the commercial invoice, follow these steps: 1. Navigate to the PluginHive App. 2. Go to **Settings**. 3. Select **Account Settings**. 4. Locate and click on **Importer of Record** settings. 5. Enter or update your Tax ID information in the appropriate fields. 6. Save the changes. Note: The updated Tax ID will appear only on new orders created after this change.

How can I adjust the settings in PluginHive to specify using FedEx branded plastic paks and select FedEx International Priority for shipments up to 2.5 KG?

You can manually adjust these settings using the Single Label Generation process in the PluginHive app for Shopify. This process allows you to: 1. Manually edit the packaging type for each order, where you can select the FedEx branded plastic pak. 2. Choose the FedEx shipping service for each label, including International Priority. 3. Proceed with label generation based on your chosen packaging and service options. To use this process, navigate to the PluginHive app’s Single Label Generation section. This method requires manual selection for each shipment since automatic rules are not supported. For more details, visit: https://www.pluginhive.com/knowledge-base/setting-up-shopify-fedex-app/#auto_manual_label

How can I change the display name of the FedEx Delivery option shown during the sales checkout process?

To change the name of the FedEx Delivery option displayed at checkout, follow these steps: 1. Go to **App Settings** in your PluginHive app. 2. Navigate to **Rate Settings** → **Carrier Services**. 3. Here you can edit or rename the shipping service names as you want them to appear on the sales tunnel or checkout page. For example, you might rename "FedEx International Priority" to a custom label like "FedEx International Priority® (Delivery in 3-5 days)". 4. Additionally, ensure the shipping services are enabled in both your Shopify settings and PluginHive app: – In Shopify Admin, go to **Settings** → **Shipping & Delivery** → **General Profile** → **Zone settings**. – Locate **FedEx Shipping Services** and verify the desired services are enabled. By completing these configuration steps, your customized FedEx shipping options will appear with the updated name during customer checkout.

How can I change the FedEx shipping service to Priority instead of FedEx Int'l Economy in the PluginHive app?

To change the shipping service to Priority for label generation in the PluginHive app, follow these steps: 1. Go to **App Settings** within the PluginHive app. 2. Navigate to **Documents/Labels Settings**. 3. Click on **More Settings**. 4. Under the **Rates Selection Strategy** section, select the **Preferred Service** option. 5. Choose **Priority** as your preferred service from the available options. 6. Save your changes. After updating, generate a new label for an order to confirm the service is now set to Priority.

How can I configure a free shipping item in the PluginHive Shopify app alongside base Shopify shipping groups and live rates?

To set up a free shipping item in conjunction with base Shopify shipping groups and live carrier rates: 1. Define a specific product or product group in your Shopify store that qualifies for free shipping. 2. Within your Shopify shipping settings, create a shipping rate with a price of $0 for that product group. 3. In the PluginHive app, ensure your shipping rules do not override or combine rates in a way that conflicts with Shopify’s free shipping configuration. 4. Avoid combining shipping groups that cause rates to sum incorrectly—this is a known challenge when mixing base Shopify groups with multiple carrier live rates. To mitigate this, consider isolating free shipping products in separate shipping profiles or rules. If difficulties persist, a detailed session with PluginHive support is recommended to review your setup and adjust rule priorities to correctly address free shipping alongside live carrier rates.

How can I configure FedEx labels to always use the FedEx International Priority® service for all shipments in the PluginHive app?

To set FedEx International Priority® as the default shipping service for all labels generated by PluginHive: 1. Access the PluginHive app settings in your Shopify admin panel. 2. Navigate to the Shipping or Carrier services configuration section. 3. Locate the FedEx shipping options and find the “Preferred Service” or “Default Service” dropdown or selection field. 4. Select “FedEx International Priority®” from the list of available FedEx shipping services. 5. Save the settings to apply the change. From this point forward, all labels generated through the app will default to FedEx International Priority®, unless manually overridden per shipment. Refer to any tutorial or video guides provided by PluginHive for visual step-by-step instructions.

How can I correct the incorrect default address shown on FedEx documents generated through the PluginHive app?

The FedEx shipment documents generated by the PluginHive app use the Shopify store’s fulfillment location as the exporter address if no importer of record is set in the FedEx account settings within the app. To correct the default address on your shipping documents: 1. Verify the address set in your Shopify store’s fulfillment location. This address is passed to FedEx as the exporter address. 2. Ensure the correct address (e.g., "Carrer Transformador 21, 2n, 25001, Lleida, Spain") is entered as your Shopify fulfillment location address. 3. Confirm that this updated address reflects on your order labels and documents. 4. If FedEx documents still show a different address despite the above, contact FedEx directly to confirm where they source the address for commercial invoices and related paperwork, as it may be outside of PluginHive’s system. There is no direct setting within the PluginHive app to override the exporter address beyond Shopify location settings currently.

How can I determine if the issue with label status or package editing in PluginHive is isolated to one order or affects multiple orders?

To assess whether the issue is isolated or widespread: 1. Check other recent orders in your Shopify store within the PluginHive app to see if similar problems occur, such as labels showing cancelled status or inability to edit package details. 2. Compile the order numbers of any other affected shipments. 3. Share these order numbers with PluginHive support so they can investigate patterns or common causes. This helps the support team prioritize and address systemic problems versus isolated incidents.

How can I disable printing packing slips in the PluginHive FedEx app?

To disable packing slip printing: 1. Open the PluginHive FedEx app in Shopify. 2. Go to **Settings > Print Settings**. 3. Set the number of packing slip copies to **0**. 4. Save the settings. With this configuration, packing slips will no longer be printed or included in the document zip files when generating shipping documents. Note this setting applies globally, not separately for domestic/international shipments.

How can I edit the dimensions of my products in PluginHive?

To edit the dimensions of individual products, follow these steps: 1. Go to the PluginHive app and navigate to the Products section. 2. Click on the specific product you want to edit. 3. Modify the product dimensions as needed and save the changes. If you want to update dimensions for multiple products at once, use the bulk editing feature: 1. Export the product list by clicking the Export option. 2. Open the exported file and add or update the dimensions for each product. 3. Save the file after making changes. 4. Import the updated file back into the app using the Import option. This will update the product dimensions in bulk efficiently.

How can I enable FedEx International Priority® and FedEx International Economy® shipping services for Puerto Rico in PluginHive Ship Rate & Track, so they show up as dynamic shipping rates in Shopify checkout?

To enable and display FedEx International Priority® and FedEx International Economy® shipping services for Puerto Rico, follow these steps: 1. In the PluginHive app, go to Rate Settings and ensure that both FedEx International Priority® and FedEx International Economy® services are enabled. 2. To make these international services appear in Shopify checkout, enable the option titled "Automatically show new shipping services to customers when they become available." This option ensures the newly enabled shipping methods are visible during checkout. 3. Save the settings. 4. Test the checkout flow in Shopify using a Puerto Rico shipping address to confirm that the specified FedEx international rates display correctly.

How can I enable specific FedEx shipping services in the PluginHive app to show at checkout?

To enable specific FedEx shipping services, follow these steps: 1. Open the PluginHive app in your Shopify admin panel. 2. Go to **Settings** and select **Carrier Services**. 3. In the list of available FedEx services, check the boxes for the services you want to enable, such as **FedEx Priority** and **FedEx Priority Express**. 4. Save your changes. 5. These enabled services will then appear at checkout as shipping options for eligible orders. Please note that some newer FedEx services may not yet be supported in the app and therefore won't be available for selection. Use the currently supported services for immediate shipping rate visibility.

How can I ensure that Duty and Tax export charges are calculated and included in the shipping rates at checkout?

To include Duties and Taxes in the shipping rates and display the total amount during checkout, follow these steps: 1. Go to the PluginHive app dashboard. 2. Navigate to **App Settings** > **Rate Settings**. 3. Enable the option labeled **"Include Duties and taxes in the rates at the checkout?"** by checking the box. 4. Click **Save** to apply the changes. 5. Perform a few test transactions at checkout to verify that Duties and Taxes are now properly calculated and displayed in the shipping rates.

How can I export a product CSV file from the PluginHive app to update product dimensions and weight via spreadsheet?

You can export the product CSV file directly from the PluginHive app by navigating to the App → Products page and using the export button there. When you receive the exported CSV: 1. Do not modify the file structure (headers or column order) to avoid import failures. 2. Update only the necessary fields such as product dimensions and weight. 3. After making the required updates, import the file back into the app through the import functionality. If you experience errors like "Request failed with status code 401" during export, please check your app access permissions and ensure you are logged in with valid credentials. If the issue persists, contact support with details for further assistance.

How can I export all products with their full dimensions and weight details from PluginHive?

To export product details including dimensions, you can download the product CSV file from the app’s Products page. However, note that the exported CSV from the app does not include product weight information. The app fetches product weight directly from Shopify, so any changes to weight should be managed within your Shopify product listings. The weight displayed in exports will not appear in the CSV from PluginHive. If you need weights to be accurate, update them in Shopify, and the app will reflect those weights in its operations automatically within seconds.

How can I export order numbers and the FedEx pricing I paid from PluginHive shipping app?

You can generate an Order Report for the last 30 days within the PluginHive shipping app which includes both the order numbers and the shipping amount paid. To do this: 1. Navigate to the Shipping Section in the PluginHive app. 2. Click on the "Generate Report" option. This report will display the order numbers alongside the shipping cost for each order, allowing you to review your FedEx pricing paid.

How can I fix the issue where the shipping rates don’t increase to reflect multiple boxes needed for an order?

To fix this, you need to ensure the app correctly accounts for multiple packages by: 1. Reviewing your packaging settings in the app (under Settings → Packaging Settings). Confirm the box types being used and their weight limits. 2. Updating the product dimensions for all products in your store, since the app packs items based on volume and weight. – In the app, navigate to Products. – Use the Export option to download the product list with dimensions. – Add or update accurate length, width, and height for each product. – Use the Import option to upload the updated product data in bulk. 3. Ensuring the total weight and volume of items exceed the single box limits, forcing the app to split into multiple boxes. 4. Optionally, temporarily lowering the maximum weight limit set for the box (e.g., from 50 lbs to 25 lbs) to force the calculation for a second box. By updating product dimensions and adjusting box weight limits, the app will calculate shipping rates using multiple boxes as required.

How can I follow up on unresolved FedEx label generation issues in PluginHive?

To follow up on unresolved label generation issues: 1. Reach out to PluginHive support with your case details if you have not received an update after a reasonable time. 2. Confirm whether the issue was related to a temporary FedEx API outage or requires deeper troubleshooting. 3. Provide any new error messages or behavior observed since your last report. 4. Stay in communication to confirm when the issue is fixed or if additional information is needed. 5. Regular follow-ups help ensure that your issue is prioritized and monitored closely by PluginHive support.

How can I get a report of all the weights of the packages shipped in the last 2 months using PluginHive?

PluginHive can provide an order report for orders processed in the last 2 months that includes fields such as shop order ID, order display ID, label status, label creation date, master tracking ID, currency, shipping total, tracking ID, and package details. However, the report does not include the package weight for each order. You will need to check your shipping or fulfillment system directly for package weight information as it is not available within the PluginHive report export. If you require further assistance or details on available report fields, you can contact support for clarification.

How can I get direct assistance or schedule a call with PluginHive support for help with configuring shipping services?

To get personalized support from PluginHive, you can schedule an appointment directly via their booking link: – Visit the appointment booking page here: https://appointments.pluginhive.com/appointment/book-a-slot/ – Provide your store URL, email, and preferred time slot. – Once booked, you will receive a confirmation email with the meeting details and a link to join the support call. This allows you to have a live session with PluginHive support for detailed guidance tailored to your store configuration.

How can I get help with completing the shipping configuration of the PluginHive app on my Shopify store?

PluginHive provides a dedicated customer onboarding team to assist you with completing your shipping configuration. To get help: 1. Confirm or update your contact number and email address as requested by the PluginHive team for scheduling support calls. 2. Expect the onboarding team to reach out to you to guide you through the configuration process. 3. Alternatively, you may schedule a personalized meeting at your convenience via the PluginHive appointment booking link: https://appointments.pluginhive.com/appointment/book-a-slot/?storeUrl=intelligent-shop-development.myshopify.com&[email protected]&ticket=259940&key=1231710262227924 4. Once you have a scheduled session, you will receive a Zoom invite five minutes prior to the meeting time. 5. You can also refer to the detailed documentation and tutorial videos for self-setup from PluginHive’s official resources. This support system ensures you complete your shipping setup efficiently, maximizing the benefits of the PluginHive app.

How can I include both the UK VAT number and UK EORI number on the commercial invoice?

You can display both your UK VAT number and UK EORI number on the invoice by using two separate fields: 1. In the PluginHive app, go to **Settings**. 2. Under **Account Settings**, update the **Tax Identification Number** field with either your UK EORI number or UK VAT number. 3. Use the **Importer of Record** field to enter the other number (whichever is not in the Tax Identification Number field). 4. Save your changes. When you generate the commercial invoice, both numbers will be displayed appropriately.

How can I maintain the CSV file format after editing the exported product file in Apple Numbers to update the Country of Manufacturer?

When editing the exported CSV file in Apple Numbers, follow these steps to retain the CSV format for Shopify import: 1. Open the exported CSV file in Numbers. 2. Edit the "Country of Manufacturer" field as needed (e.g., change to CN for China). 3. After editing, go to **File** > **Export To** > **CSV** in Numbers. 4. Choose the appropriate CSV options and export the file (do not save as a Numbers file). 5. Import the exported CSV back into PluginHive. This ensures the edited file remains in the correct CSV format required for Shopify and PluginHive imports.

How can I recover or fix product dimension data like Length, Width, and Height if it was corrupted or changed to zero after a product update in the app?

If product dimension values such as Length, Width, and Height changed to zero or became corrupted after a product update, follow these steps to restore or correct the data: 1. Export the current product data from the app by generating a CSV file. This export will include all existing product details as currently stored in the app. 2. Open the exported CSV file in a spreadsheet editor and carefully review the Length, Width, and Height columns. 3. Update or correct the dimension values as needed in the CSV file. Ensure all data entries follow the required format specified by the app to avoid import issues (e.g., numerical format, no invalid characters). 4. Save the updated file strictly in CSV format. 5. Import the updated CSV file back into the app to overwrite the corrupted values with the corrected ones. 6. Verify within the app that the dimensions are now displaying correctly. This process allows you to fix corrupted or zero-valued dimension data by leveraging the app’s export-import functionality, without needing any original backup files. If you encounter formatting errors on import, double-check that your CSV file adheres to the app’s required data structure and formats.

How can I remove a FedEx shipping service, such as Express Saver, so that another service like FedEx 2Day is selected instead within PluginHive shipping options?

To remove or disable a FedEx shipping service (e.g., Express Saver) to prioritize another service like FedEx 2Day: 1. Access the PluginHive app **App Settings** > **Rate Settings** > **Edit Carrier Services**. 2. Locate the FedEx services list. 3. Disable or remove the unwanted service (Express Saver) from the displayed options. 4. Ensure the FedEx 2Day service remains enabled and properly configured. 5. Save the changes. By removing the Express Saver option, customers will no longer see or select it at checkout, making FedEx 2Day the chosen service by default if available.

How can I schedule a call with PluginHive support for help with app configuration?

To schedule a support call: 1. Use the appointment booking link shared by PluginHive: https://appointments.pluginhive.com/appointment/book-a-slot/ 2. Select a date and time convenient for you from the available slots. 3. Provide your store URL and contact email when prompted. 4. Confirm the booking, and wait for PluginHive to send you the Zoom meeting details. 5. Prepare your system with a working microphone and permissions to share your screen for the best support experience.

How can I schedule a call with PluginHive support to discuss issues with label generation delays or other app concerns?

To schedule a call with PluginHive support: 1. Use the appointment booking link provided by the support team (e.g., https://appointments.pluginhive.com/appointment/book-a-slot/). 2. Select a suitable date and time slot based on your availability. 3. After booking, you will receive confirmation and a meeting link prior to the scheduled time. 4. Join the Zoom call promptly at the scheduled time using the meeting link and credentials provided by the support team. 5. If you miss the call or unable to join, use the appointment link again to reschedule at a convenient time.

How can I schedule a support call with PluginHive to review my FedEx plugin settings for international shipments?

To schedule a support call with PluginHive for reviewing FedEx plugin settings: 1. Use the dedicated appointment booking link provided by PluginHive support (e.g., https://appointments.pluginhive.com/appointment/book-a-slot). 2. Enter your store URL, email address, and select an available time slot suited to your availability. 3. Confirm and book the appointment. 4. On the scheduled date/time, join the meeting via the Zoom or Teams link shared by PluginHive support. 5. Prepare to share your screen and have a working microphone for effective communication. 6. During the call, PluginHive support will assist you in reviewing your FedEx plugin configuration, addressing any errors or shipping blocks, particularly for international orders. Utilizing this structured process helps streamline obtaining direct technical assistance.

How can I schedule a support call with the PluginHive team to discuss usage and settings?

To schedule a support call with the PluginHive team, follow these steps: 1. Visit the PluginHive appointment booking link: https://appointments.pluginhive.com/appointment/book-a-slot 2. Fill in your details such as store URL, email, and specify your requirements or questions. 3. Select a convenient date and time slot based on availability. 4. Submit the booking request. Once booked, you will receive a confirmation with the call details including date, time, and Zoom meeting link. Be sure to have a working microphone and permissions to share your screen if needed during the call. Note that calls are typically limited to the scheduled duration due to prior commitments.

How can I schedule a support session to get help with setting up the PluginHive app for shipping international orders?

To get expert assistance with setting up the PluginHive app for your international shipments, follow these steps: 1. Click the provided scheduling link: https://appointments.pluginhive.com/appointment/book-a-slot/?storeUrl=f9145d-15.myshopify.com&email=your-email&ticket=your-ticket&key=your-key 2. Select a convenient date and time slot as per your availability. 3. Confirm the appointment. You will receive a Zoom link or meeting details to join the session. 4. During the call, a support specialist will guide you through the app configuration process, address any errors, and assist in optimizing your shipment setup. This personalized session helps resolve complex or account-specific issues effectively.

How can I schedule and prepare for a support call with PluginHive when facing issues with FedEx rate discrepancies?

To schedule a support call and ensure it is effective: 1. Use the provided PluginHive appointment link or contact email to choose a convenient time slot for the call. 2. Confirm your availability promptly to secure the meeting time. 3. Prior to the call, prepare by gathering all relevant information including: – Account details linked to FedEx in PluginHive. – Exact product dimensions and weights entered. – Screenshots showing the rates displayed in the app versus the FedEx website. 4. Ensure your system has a working microphone and permissions enabled for screen sharing. 5. Join the call on time using the shared Zoom link and meeting credentials. 6. Be ready to demonstrate or describe your issue live to assist the support team in diagnosing. 7. Note that calls are typically scheduled for 30 minutes, so focus on key issues for efficient troubleshooting.

How can I schedule onboarding or support help for setting up FedEx shipping and label generation using PluginHive?

PluginHive offers Zoom onboarding sessions to assist with FedEx account setup, label generation, and order processing. To schedule: 1. Use the provided booking link specific to your store or contact details. 2. Choose a convenient time slot for the session. 3. Prior to the call, ensure you have a working microphone and screen-sharing permissions enabled for troubleshooting. During the session, a support specialist will guide you through the app setup and answer your questions, ensuring smooth integration with FedEx.

How can I set the FedEx label generation to always use International Priority instead of Economy in PH Ship Rate & Track?

To ensure FedEx label generation uses International Priority by default, follow these steps within the app: 1. Navigate to **App Settings**. 2. Click on **Documents/Labels Settings**. 3. Select **More Settings**. 4. Locate the section **Label Generation Strategy**. 5. Under **Rates Selection Strategy (If Customer Selection is Unavailable)**, select **Preferred Service** as **International Priority**. 6. Save the changes. Once this configuration is updated, labels generated automatically for new orders will default to FedEx International Priority service instead of Economy.

How can I set the international Bill Duties and Taxes to be paid by the Recipient as the default setting in PluginHive?

To set the international Bill Duties and Taxes to "Recipient" by default in PluginHive, follow these steps: 1. Open the PluginHive app in your store admin panel. 2. Navigate to **Settings** > **Account Settings**. 3. Select the relevant account ID (e.g., 220804625) under your accounts list. 4. Locate the section labeled **Duties and Shipping Payments**. 5. Change the **Duties Payment Type** to **Recipient**. 6. Click **Save** to apply the changes. This setting ensures that duties and taxes for international shipments are billed to the recipient by default.

How can I set the recipient to pay duties and taxes by default on international orders in PluginHive?

To default the duties and taxes payment to the recipient for international shipments, follow these steps: 1. Go to the PluginHive app dashboard. 2. Navigate to **Account Settings**. 3. Select **Account Details**. 4. Expand the section labeled **Duties and Shipping Payments**. 5. Set the **Duties Payment Type** to **Recipient**. This configuration will automatically default the recipient as the payer for duties and taxes on all international orders.

How can I set up free ground shipping on orders over $50 while still offering priority shipping options at the customer's expense in my online store?

Although the PluginHive app does not support creating combined shipping rule conditions directly, you can achieve this setup using Shopify’s Shipping Profiles: 1. In your Shopify admin, go to Shipping and Delivery settings. 2. Under Shipping Profiles, create or edit a profile for your products. 3. Add a Free Ground Shipping rate with a price condition set to orders over $50 subtotal. This rate will only be available at checkout if the order exceeds $50. 4. The PluginHive app will continue to display priority shipping options (at customer cost) alongside these Shopify shipping rates during checkout. 5. This setup ensures free ground shipping is automatically applied for qualifying orders, while customers can still select and pay for faster priority options.

How can I set up my account so that my clients pay their customs duties instead of me?

To ensure that your clients pay the customs duties upon package arrival, follow these steps: 1. Log in to the PluginHive app. 2. Navigate to **Account Settings** from the app menu. 3. Select **Account Details**. 4. Expand the section labeled **Duties and Shipping Payments**. 5. Find the option for **Duties Payment Type** and set it to **Recipient**. This configuration will set the default for international shipments so that the recipient (your client) pays all duties and taxes, rather than you.

How can I set up my store so that customers are charged for duties and taxes on international orders at checkout?

To charge customers duties and taxes during checkout for international shipments, follow these steps: 1. Navigate to **App → Settings → Rate Settings**. 2. Set the **Display Rates Type** to **With Tax**. 3. Enable the option **Include Duties & Tax in the Rates at Checkout**. This configuration will display the calculated duties and taxes as part of the shipping rates so customers pay these charges upfront.

How can I successfully update product details in PluginHive when sharing data via Google Sheets?

When sharing product update data via Google Sheets: 1. Use the PluginHive app to export the current product CSV file, which contains the correct structure and format. 2. Share this exported CSV with your collaborators for updates, rather than using Google Sheets directly for import. 3. After making updates, upload the updated CSV file back into the PluginHive app for import. 4. Ensure that no product duplicates are introduced during this update to avoid import failures. This approach prevents errors caused by incompatible file formats or duplicate product entries when updating via shared spreadsheets.

How can I successfully update product information in bulk via CSV import using PluginHive Ship app?

To bulk update product information effectively using the PluginHive Ship app: 1. Download the official PluginHive Ship CSV template. 2. Enter or update product details accurately within the fields, especially measurements. 3. Save the file strictly in CSV format (avoid Excel’s native formats like XLSX). 4. Use the Import feature in the app to upload the CSV file. 5. Once imported, refresh your product listing page multiple times to see the updates reflected. 6. If issues persist, export the product data again to verify the uploaded information. By carefully preparing the CSV and refreshing the interface after import, you ensure bulk updates process correctly.

How can I troubleshoot shipping rate issues after marking products as alcohol in PluginHive?

To troubleshoot these issues: 1. Confirm that all products marked as alcohol have correct product type and recipient type settings in PluginHive. 2. Export and re-import your product data to apply any bulk changes reliably. 3. Test an order placement to check whether FedEx rates appear as expected. 4. If rates fail to appear or package generation fails, temporarily revert alcohol settings to non-alcohol for testing. 5. Collect detailed rate failure logs from PluginHive and share them with your FedEx account representative for insight. 6. Coordinate with FedEx to confirm that your account permissions and settings allow shipping alcohol products. 7. Once FedEx confirms, re-enable alcohol settings in PluginHive and retest. This stepwise approach helps narrow down whether the issue lies within product configuration or carrier restrictions.

How can I update product dimensions efficiently if duplicating a product does not copy its dimensions in the app?

When a product is duplicated in the app, each duplicate is treated as a unique product, so dimensions are not copied automatically. To update product dimensions efficiently, you can use the Product CSV functionality within the app. This allows you to export your product list, bulk update the dimensions in the CSV file, and then re-import it to apply changes to multiple products quickly. This method saves time compared to manually editing each product's dimensions individually.

How can I update the Country of Manufacturer for products in PluginHive to comply with shipping regulations?

To update the Country of Manufacturer in PluginHive, follow these steps: 1. Navigate to the **Products** section in the PluginHive app. 2. Select the **Export** option to download a CSV file containing your products. 3. Open the CSV file and update the "Country of Manufacturer" field to the desired country (e.g., Oman or China). 4. Save the changes ensuring the file remains in CSV format. 5. Go back to the app and import the updated CSV file. Once imported, the updated manufacturing country will reflect on all new labels generated for orders.

How can I update the Duties Payment Type after receiving the third party FedEx account number from FedEx?

Once you have the correct third party FedEx account number, perform the following steps: 1. Go to the app’s **App Settings** > **Account Settings**. 2. Expand the **Duties and Shipping Payments** section. 3. Set **Duties Payment Type** to **Third Party FedEx Account**. 4. Enter the provided third party FedEx account number in the designated field. 5. Save the changes. Future international shipments created via the app will bill duties and taxes to this third party account.

How can I update the product weight for my freestanding tub faucets since the CSV export does not include a column for product weight?

Product weight cannot be updated directly through the PluginHive app CSV export. Instead, you need to update the product weight in the Shopify Products section of your store. Once you update the weight in Shopify, PluginHive will automatically fetch the updated weight information. If you need help updating product weight in Shopify, you can contact the Shopify support team for assistance.

How can I verify and troubleshoot if the FedEx shipping rates are pulling correctly in PluginHive for international shipments?

To verify and troubleshoot FedEx shipping rates in PluginHive: 1. Perform a live checkout test in your Shopify store using an order that qualifies for FedEx International Priority with a FedEx envelope. 2. Observe the shipping rates returned at checkout to verify if they match expected FedEx International Priority envelope rates. 3. Ensure that product dimensions are entered in the app, as missing dimensions default to generic package sizes. 4. Confirm that the shipping method is restricted to International Priority only and the package type is set to FedEx envelope. 5. If rates still appear incorrect, share checkout access (via a temporary password) with PluginHive support so they can investigate the exact API responses and rate calculations. This allows support to check the live data and identify any misconfigurations or missing details affecting the rates.

How can I verify if the Pro Forma Invoice is working correctly and test it?

To verify that the Pro Forma Invoice is working properly: 1. Understand that Pro Forma Invoices are generated automatically for shipments to specific countries such as the European Union (especially for samples, repairs, and temporary exports), United Kingdom, Canada, Mexico, Brazil, India, China, Russia, South Africa, and Turkey. 2. To test, create a sample order in your store using a shipping address from any of these countries. 3. Generate the shipping label for this sample order. 4. Once the label is created, the Pro Forma Invoice will be automatically generated and available to print or download alongside the shipping documentation. This approach allows you to confirm the invoice generation function by simulating actual international shipments.

How can I verify that my CSV file is correctly formatted before importing it into PluginHive?

To ensure your CSV file is correctly formatted and prevent import errors, follow these steps: 1. Export the product list from PluginHive without making changes to preserve the correct CSV structure. 2. When editing, only modify the necessary fields (e.g., custom fields) without adding/removing columns or changing headers. 3. Save the file using a spreadsheet editor's "Save As" function and select the CSV (Comma delimited) option explicitly. 4. Avoid opening and re-saving the file in tools that may alter formatting unintentionally (such as Microsoft Excel's default settings). 5. Optionally, open the saved CSV in a plain text editor to verify that the data is comma-separated and that no extraneous characters or formatting issues exist. 6. Ensure that fields such as "Handle" can contain non-English text (like Spanish) as PluginHive supports this without issue. By carefully exporting, editing, and saving your CSV in this manner, you minimize the chances of import errors and 502 server failures.

How can I verify whether a product in my order is considered "active" or "custom" to understand auto-fulfillment behavior in PluginHive?

To verify the product status: 1. Click the product name in the Shopify order details. 2. If you are redirected to the Shopify product page, that product is “active” and eligible for auto-fulfillment by the PluginHive app. 3. If there is no redirection or the product information is missing (custom product), it is not active and will not be eligible for auto-fulfillment; fulfillment must be done manually.

How can I verify which column in the CSV file corresponds to the Customs Description that needs to be updated?

In the exported product CSV file from PluginHive, the column for Customs Description is typically Column V. Ensure you update this column with the required description for each product before importing the CSV back into the app. Always save the file in .csv format after editing.

How can I view actual tracking numbers instead of scientific notation in my order report export?

When you export your order report containing tracking numbers, the column (e.g., masterTrackingId or trackingIds) may default to a number format that converts long tracking numbers into scientific notation. To display the full tracking numbers correctly, follow these steps: 1. Open the exported Excel or CSV file containing the tracking numbers. 2. Select the entire column with tracking numbers. 3. Right-click the selected column and choose **Format Cells**. 4. In the **Number** tab, first try selecting **Text** and click **OK**. This should treat the data as text and display the full tracking numbers. 5. If the numbers still appear in scientific notation, repeat the above steps but instead select **Number** in the Format Cells dialog and click **OK**. This will convert the scientific notation into the full numerical value. Applying one of these formatting options will ensure you see the actual tracking numbers instead of truncated or scientific notation formats.

How can users confirm if PluginHive has enhanced the app to support B13A/ITN fields for South African shipments?

Users should respond to follow-up communications from the PluginHive support team or monitor official PluginHive channels (such as support tickets or release notes). PluginHive will notify customers directly once the B13A/ITN enhancement for South Africa shipments is implemented and ready for use. Users interested in this feature should confirm their need for the enhancement when contacted by PluginHive support to prioritize the update.

How can users obtain a comprehensive order report for a custom date range that exceeds the standard export limit?

To obtain a comprehensive order report for a date range exceeding the standard 30-day export, follow these steps: 1. Identify and confirm your store URL where the app is installed. 2. Specify the exact start and end dates for the report you need. 3. Contact PluginHive support with this information and request the manual generation of the report. 4. The support team will verify the app activation date on your store and generate the report for the maximum available period accordingly. 5. You will receive the report as an attachment from the support team, which you can review and confirm for completeness.

How can we utilize the same packing slip template used in the PluginHive Shipping app (PH Ship) for our normal Shopify packing slip?

The packing slip template used in the PluginHive Shipping app is customized within the app and not directly accessible for export or sharing. However, you can enable the Custom Packing Slip template feature in the app on your store, which allows you to edit the template as per your needs with developer assistance. To replicate the same design on your normal Shopify packing slip, you would need to: 1. Obtain the printed packing slip from the PluginHive Shipping app. 2. Work with a developer to recreate that packing slip design by pasting or customizing Shopify's packing slip code to match the app’s layout and content. 3. For information on editing Shopify’s packing slip template code, contact Shopify support or refer to Shopify’s official documentation, as PluginHive does not provide direct access or the code of the app’s packing slip template. If you would like the Custom Packing Slip template feature enabled in the PluginHive app, you can request that from the PluginHive support team. This approach allows better customization within the app itself but separate Shopify packing slips need manual replication.

How do I change my commercial invoices so that I, the shipper, am listed as the importer of record?

To set yourself as the importer of record on commercial invoices, follow these steps: 1. Open the app and go to **App Settings**. 2. Navigate to **Account Details**. 3. Expand the **Importer of Record** section. 4. Enable this section and enter your details as the importer of record. 5. Save the changes, then generate a new shipping label to verify that the commercial invoice reflects you as the importer of record.

How do I configure the Certificate of Origin for shipments from Colombia to the US, given the difference in certificate naming conventions like CERTIFICATE_OF_ORIGIN vs. USMCA?

To configure the Certificate of Origin correctly for Colombian shipments to the US, follow these steps: 1. Set the **CertifierSpecification** option within PluginHive to **Exporter**. This specifies that the exporter is certifying the certificate. 2. This setting corresponds to the correct document name **CERTIFICATE_OF_ORIGIN** suitable for Colombia-US shipments, as opposed to USMCA documents which apply only to Mexico, Canada, and the USA. 3. After making this change, generate a new shipment label and validate if the Certificate of Origin is automatically included. 4. If the COC still does not generate, consult FedEx or your carrier to check if they accept the document electronically for Colombia shipments. If necessary, continue using manual upload via Post Upload Documents.

How do I enable specific FedEx shipping services in the PluginHive app for them to appear at checkout?

To enable FedEx services such as FedEx Priority and FedEx Priority Express: 1. Open the PluginHive app in your Shopify admin panel. 2. Navigate to App > Settings > Carrier Services. 3. Find the list of FedEx shipping services available. 4. Enable FedEx Priority and FedEx Priority Express by toggling them on. 5. Save the changes. This will allow the selected FedEx services to be visible and selectable by customers at the checkout page.

How do I join a scheduled PluginHive support Zoom meeting if I have the meeting details?

To join your scheduled PluginHive support meeting: – Use the Zoom meeting link provided in the confirmation email, for example: https://us05web.zoom.us/j/81526324355?pwd=awzE0GIvV6C4qipz1lCggxquspyfOB.1 – Alternatively, open the Zoom app and enter the Meeting ID (e.g., 815 2632 4355) and Passcode if required. – Join the meeting at the scheduled time, which is based on your timezone (e.g., 1:15 PM Chicago time). – Ensure your microphone works and you have permissions to share your screen for a productive support session. – If you did not receive your meeting link or passcode, check your spam folder or contact PluginHive support for a resend.

How do I reactivate the PluginHive FedEx app with a trial period on my Shopify store?

To reactivate the app and enable the trial period: 1. Confirm your request with PluginHive support to reactivate the app on your Shopify store. 2. Schedule a Zoom call with PluginHive support if you need assistance with app installation and configuration. 3. Once the app is installed, the 14-day free trial period will automatically activate. 4. Prior to expiration of the free trial, request the support team to extend the trial period for an additional 1 month if needed. Detailed support and a booking link for Zoom help sessions may be provided by PluginHive support upon request.

How do I remove the "X" mark under "Same as CONSIGNEE" in the SOLD TO / IMPORTER section on the Commercial Invoice?

The "X" mark under "Same as CONSIGNEE" is shown when no specific information is provided for the SOLD TO / IMPORTER section. To remove it, you must update and save details under the **Importer of Record** in the plugin settings. Once you add importer details (such as company name, tax ID, or other relevant information) and save, the "X" mark will automatically be removed, reflecting the updated importer information.

How do PluginHive support sessions typically handle delay or extension requests for scheduled calls?

PluginHive support calls are scheduled for a fixed period (usually 30 minutes). Extensions or delays are generally not encouraged due to prior commitments with other customers. It is recommended to join the meeting on time and use the allocated time efficiently. If you need more time or additional issues arise, you can schedule a follow-up appointment for further assistance.

How do product settings like "pre-packed" affect automatic packaging in PluginHive?

The “pre-packed” product setting overrides automatic packaging rules: 1. If a product is marked as pre-packed, it will always be packed individually, regardless of the max package weight setting. 2. This means that even if combined weight is under your package limit, pre-packed items will not be grouped with other products. 3. To enable automatic packing that groups products together, ensure that only items requiring separate packaging are set as pre-packed. Understanding and configuring pre-packed status properly allows you to control automatic package grouping behavior based on product type and packaging needs.

How do the Importer of Record (IOR) and Broker Select Option (BSO) differ in the context of FedEx shipping and customs clearance?

– Importer of Record (IOR): Assigns who is responsible for paying duties and taxes on the shipment. FedEx remains the default customs broker managing customs clearance. – Broker Select Option (BSO): Allows the shipper to designate a specific customs broker to handle the import clearance process instead of FedEx. This lets the shipper independently manage customs procedures and broker details on the shipment documentation.

How does FedEx address classification work with Shopify checkout in the PluginHive app, and why might it not override Shopify’s default address classification behavior?

FedEx Address Classification in the PluginHive app is designed to validate shipping addresses as either residential or commercial based on FedEx’s database, which helps determine appropriate shipping options and costs. However, Shopify’s default checkout logic tends to classify addresses based on whether a company name is entered—offering FedEx Ground if a company name exists and FedEx Home Delivery if it does not. Currently, the app does not override Shopify’s native classification behavior at checkout. As a result, the address classification you see during checkout might follow Shopify’s rules rather than FedEx’s automatic address classification, which can cause inconsistencies in displaying residential vs. commercial shipping options.

How does PluginHive address issues caused by FedEx changes affecting Freight rate responses?

When FedEx modifies their Freight rate response format resulting in parsing errors, PluginHive: 1. Identifies the root cause through internal investigation and communication with FedEx. 2. Coordinates directly with FedEx development teams to understand and adapt to the new response format. 3. Prioritizes fixing the parsing logic within the PluginHive app to restore accurate Freight rate retrieval and display. 4. Keeps affected customers informed regarding the status of the resolution. 5. Advises customers to set up alternative shipping methods as a temporary measure to avoid issues during checkout. PluginHive’s active collaboration with FedEx ensures timely solutions for rate retrieval problems caused by carrier-side changes.

How does PluginHive ensure product dimensions are preserved when refreshing or re-importing products to fix duplication issues?

PluginHive first exports all product information from your app instance, including any custom product dimensions you have added, into a CSV file. This CSV file is then uploaded back into the app after the product list has been refreshed and duplicates removed. This method ensures that all dimension details remain intact while eliminating duplicate products, maintaining your work without requiring you to re-enter data manually.

How does the app determine the number of boxes or packages for a shipment, and how can this be configured?

The app uses the packaging settings to determine how products are packed into shipments. It leverages product details such as weight and dimensions, if these are available in your Shopify product listings. You can configure packaging preferences in the app to specify how items are distributed across multiple packages. Further detailed configuration and guidance for packaging setup can be provided during the support call or Zoom session.

How does the PH Ship, Rate & Track for FedEx app calculate shipping rates for products with different weights and dimensions, and can I categorize products like designer hats with varying shipping attributes?

The PH Ship, Rate & Track for FedEx app calculates shipping rates based on your FedEx account using the following parameters: origin address (Ship From), destination address (Ship To), package weight, and package dimensions. To manage products like designer hats with different weights and sizes, you should create these products within Shopify first. The app automatically imports product weights and their variants from Shopify. For dimensions, the app provides a CSV functionality that allows you to export your product list, add or update the dimensions and other details in bulk, and then import the updated CSV back into the app. This enables you to categorize and accurately set shipping attributes for different product types. This setup ensures that shipping rates are calculated precisely based on each product’s specific weight and size when shipping to destinations like the UK, US, or worldwide.

How does the PluginHive app handle commercial or proforma invoices for shipments sent outside the European Union?

For international shipments, the PluginHive app automatically generates the required custom documents, including commercial or proforma invoices. This automation helps comply with FedEx requirements to include these invoices with shipments outside the European Union.

How does the ‘Duties Payer’ setting in PluginHive affect the FedEx shipping cost displayed to customers?

The ‘Duties Payer’ setting in PluginHive controls who pays taxes and import duties for international shipments, which influences the shipping cost shown at checkout: – If set to ‘Sender’: Duties and taxes are included in the shipping cost upfront, making the displayed shipping fee higher. – If set to ‘Recipient’: Duties and taxes are collected by FedEx from the recipient upon delivery, so the shipping cost shown excludes these charges, resulting in a lower displayed shipping fee. To adjust this setting: 1. Open the PluginHive app. 2. Navigate to Settings → Account Settings. 3. Locate the ‘Duties Payer’ option. 4. Select ‘Sender’ or ‘Recipient’ as per your business preference. 5. Save changes and test rates again at checkout. Setting this correctly ensures customers see shipping costs that reflect your pricing strategy and avoids surprise charges at delivery.

How long does it take to receive order reports for periods longer than 30 days from the PH Ship Rate & Track support team?

The delivery time for order reports exceeding 30 days depends on the volume of data and support team workload. Typically, once your request with the required date range and purpose is received, the support team will acknowledge it and provide an estimated timeframe. Prompt responses and clearly defined date ranges can help expedite the process. If urgent, inform the support team to prioritize your request.

How should I proceed if I want to continue using PluginHive but the estimated delivery time disappears due to holidays or cutoff time settings?

When the estimated delivery time disappears because of holidays or shipment cutoff settings: 1. Adjust the shipment date by setting it to the next valid shipping day (e.g., after holidays). 2. Confirm the shipment cutoff time reflects your true order processing window so next-day shipments are handled correctly. 3. Test shipments with the adjusted settings to verify that estimated delivery times reappear. 4. Run several test transactions over days with different settings to understand the effects. 5. If the behavior aligns with FedEx’s delivery calendar and cutoff logic, you can continue using the app confidently. 6. Contact PluginHive support if you have further questions or require help with configuration adjustments. This approach helps accommodate non-working days while maintaining accurate delivery expectations for customers.

If I assign Product A to a new shipping profile called "Local Only" and leave Product B in the default profile with FedEx rates enabled, what happens at checkout if a customer adds both products to their cart? Will the FedEx rate show or will it display shipping as per the "Local Only" profile?

When multiple products from different shipping profiles are added to the cart: 1. The PluginHive app will calculate FedEx rates only for Product B, which is in the default profile with FedEx shipping enabled. 2. Product A, assigned to the "Local Only" profile without FedEx rates, will use the shipping methods configured for that profile. 3. The combined shipping rates shown at checkout depend on how Shopify’s system merges shipping methods across profiles. Generally, Shopify combines applicable shipping options from all involved profiles, but the exact display behavior can vary. 4. It is recommended to verify the multi-profile checkout behavior directly through Shopify support for precise details. These configurations allow you to control FedEx shipping rate visibility on a per-product basis by leveraging Shopify Shipping Profiles, ensuring that only the desired shipping options appear at checkout.

If I reinstall the PluginHive app on my Shopify store, will my previous settings and configurations be retained, or do I need to re-enter everything from scratch?

When you reinstall the PluginHive app, all your previous settings and configurations will remain intact. There is no need to re-enter your information or redo any prior customizations. Simply install the app again, and your saved settings will be available for use immediately.

Is it possible to assign different carrier services to different products within the same Shopify shipping profile when using PluginHive?

No, Shopify and PluginHive do not support assigning different carrier services to individual products within a single shipping profile. Carrier services such as USPS can only be set at the profile level. Therefore, to offer USPS shipping only for certain products (e.g., Zip Ties) while restricting it for others (e.g., Tree Tubes), you must place these products in separate shipping profiles. However, note that having multiple profiles will cause Shopify to pack products separately into different packages. PluginHive cannot override this behavior.

Is it possible to automate the export of order reports including order number and shipping costs from PluginHive?

Yes, PluginHive can automate sending order reports to your email on a recurring basis. Specifically, they can schedule a monthly order report that includes the order numbers and shipping amounts paid, and email it automatically. To enable this: 1. Provide the email ID where you want to receive the automated report. 2. PluginHive team will check and set up the automated monthly report delivery to that email. This way, you do not need to manually generate the report every time.

Is it possible to edit the default commercial invoice to show specific details such as Exporter, Importer, and Consignee by default in the PluginHive app for USA orders?

Yes, you can customize the commercial invoice details in the PluginHive app as follows: 1. **Update Exporter (Company Name):** – Navigate to **App → Settings → Shop Contact Details**. – Update the company name to your desired Exporter name (e.g., Naak Inc). 2. **Update Importer Details:** – Go to **App → Settings → Edit FedEx Account Settings → Importer of Records**. – Update the importer name (e.g., Naak US Inc) and include the relevant tax ID. 3. **Consignee Details:** – For consigness customization, especially if you want the Shopify customer as consignee, verify if your FedEx account supports the FedEx Consignee service. – Provide example commercial invoice samples for precise guidance and cross-checking settings if further customization is needed.

Is it possible to export dimensions of shipping boxes from the app?

No, currently the app does not support exporting the dimensions of shipping boxes. Only product data can be exported via the CSV export functionality.

Is it possible to override the automatic fulfillment restriction in PluginHive to import and fulfill WooCommerce complete orders?

No, PluginHive does not support importing WooCommerce complete orders to override the automatic fulfillment restrictions. If you want to test how an order processes, you can update the order status to "processing" or place a sample order to observe the fulfillment behavior within the app.

Is it possible to set up automatic rules in PluginHive to select FedEx branded plastic paks and FedEx International Priority for shipments up to 2.5 KG, so I don’t have to manually edit each order?

Currently, PluginHive does not support creating automated rules to select specific packaging types or shipping services based on shipment weight or order criteria. You must manually select the packaging and shipping service for each order when generating labels. However, if you provide detailed requirements like the weight ranges and box dimensions, PluginHive support might suggest alternative setup options tailored to your needs.

Is it possible to specify broker contact details or select a preferred customs broker in the current PluginHive FedEx app settings?

No. The current PluginHive FedEx app settings under Settings > Account Settings only allow configuring shipment payment types and duties payment responsibility (IOR). There is no option to specify broker contact details or select a designated customs broker for shipments.

Is it possible to use a combination of both weight-based packaging and individual packaging depending on the product and quantity being shipped in the app?

Currently, the app supports two main packing methods: "Pack Items Individually" and "Weight-Based Packing." You cannot set packaging rules dynamically per product and quantity in one shipment. However, you can combine these methods by: 1. Using weight-based packing with a maximum weight limit set to your pallet capacity (e.g., 100 lbs). Orders up to that weight will be packed together. 2. Marking specific products as "Pre-Packaged" so these products always ship individually regardless of order weight. To do this: – Go to App -> Products -> Open the desired product – Enable the "Pre-Packaged" option. This approach allows a hybrid packing scenario where most items pack based on weight limits except products forced to ship separately. Note that a fully dynamic packaging behavior based on order quantity with mixed rules is not available currently.

Is the PH Ship, Rate & Track for FedEx app suitable for shipping from Canada to the USA and Europe?

Yes, the PH Ship, Rate & Track for FedEx app supports shipping from Canada and is fully compatible with international shipments to the USA and Europe. You can install the app, connect your FedEx account, and start shipping internationally right away. The app also offers a 14-day free trial to explore its features before committing.

Is there a way to automatically upload the shipping dimensions CSV for products via an API or other methods in PH Ship Rate & Track for FedEx?

Currently, the PH Ship Rate & Track app does not support automatic uploading of product shipping dimensions via API or any other automated method. However, you can manage shipping dimensions by exporting the product CSV from the app manually: 1. Navigate to the app dashboard. 2. Go to **App > Products > Export** to download the product CSV file. 3. Add or update the shipping dimensions for your products directly in the CSV file. 4. Save and use the updated file accordingly. For now, all dimension updates need to be handled through this manual export and edit process. If you require further guidance on exporting or editing the CSV file, support is available to assist.

Is there a way to avoid packing issues by removing either custom boxes or product dimensions in the system?

While you can configure either to prioritize, the app is designed to function with both product and box dimensions for best accuracy. You have these options: – Remove custom boxes and rely solely on product dimensions and weights: This will cause the system to use carrier or default packaging options but may reduce control over box size selection. – Remove product dimensions and only use box sizes: This may lead to inaccurate packing if product variation in size and weight exists. It is generally recommended to keep both sets of accurate data and adjust box inner dimensions or product details to better reflect physical packing realities. Additionally, you can adjust shipping rates based on selected packaging under: App Settings -> Rate Settings -> Carrier Services -> Adjust Shipment Price This lets you manage cost discrepancies arising from box selection. A permanent solution involves meticulously maintaining dimensional and weight data and calibrating box inner dimensions, rather than removing key data inputs.

Is there a way to calculate our customers' average shipping cost using PluginHive?

Shipping rates in PluginHive are calculated directly by FedEx based on specific order details, including ShipFrom and ShipTo addresses and package information. PluginHive does not provide a built-in feature to calculate average shipping costs across multiple orders. However, to estimate or analyze average shipping costs, you can use the FedEx rate calculator externally by inputting representative shipment details. This allows you to compare rates and get an idea of average shipping charges for your shipments. For detailed shipping cost analysis, you may need to export your order and shipping data from your store and perform calculations using spreadsheet software or a custom reporting tool.

Is there a way to calculate tariff or duty for international sales using the PluginHive app?

Yes, the PluginHive app can calculate duties and taxes for international sales. To include these in your checkout rates, follow these steps: 1. Open the PluginHive app and navigate to the **Settings** section. 2. Go to **Rate Settings** within the settings menu. 3. Enable the option labeled **"Include Duties and Taxes in the rates at the checkout?"** Once enabled, the app will display shipping rates that include applicable duties and taxes during the checkout process, providing a more accurate total cost for international shipments.

Is there a way to conditionally set the Country of Manufacturer to UAE by default but change it only for orders shipping to Qatar in PluginHive?

Currently, PluginHive does not support conditional updates or exceptions for the Country of Manufacturer based on destination country. The only way to update the manufacturing country is by modifying the CSV file exported from the Products section and re-importing it with the correct country for each product. There is no alternative method to set UAE as default except manually updating entries destined for Qatar.

Is there a way to configure PluginHive label printing to interleave packing slips with outbound labels, for example printing packing slip 1, label 1, label 1, then packing slip 2, label 2, label 2, instead of printing all labels first followed by all packing slips?

Currently, PluginHive’s print settings do not support automatic interleaving of packing slips between labels in a single bulk print job. The default behavior is to print all labels first, followed by all packing slips. To achieve the interleaved order you want (packing slip 1, label 1, label 1, packing slip 2, label 2, label 2, etc.), you need to manually select and print each packing slip immediately followed by its corresponding labels. If you want to see and learn how to print packing slips along with labels, PluginHive provides a tutorial video demonstrating the printing process. However, at this time, there is no built-in setting to automate interleaved printing in one batch.

Is there a way to import product dimensions in bulk for thousands of SKUs instead of entering them manually in the PluginHive FedEx app?

Yes, the app allows bulk updating of product dimensions for multiple SKUs using CSV import and export functionality. The process is as follows: 1. Export the existing product list from the app as a CSV file. 2. Update the exported CSV file with the correct dimensions for each SKU. 3. Import the updated CSV file back into the app to bulk update product dimensions. Note that the app only supports importing CSV files that were initially exported from it. Importing CSV files from external sources directly into the app is not supported. This bulk import/export feature streamlines managing dimensions for large product catalogs, such as 14,000 SKUs, avoiding manual entry.

Is there an option to set up a more detailed custom item description for products in the PluginHive app?

Yes, you can add a custom description to your products by following these steps: 1. Navigate to the PluginHive app. 2. Click on the Products section. 3. Select the Export option to download a CSV file of your products. 4. Open the CSV file and add the desired custom descriptions to the respective products. 5. Import the updated CSV file back into the app. This process updates the product data within the app and allows you to use custom descriptions as needed.

Is there any visual or tutorial resource to help understand the packaging and dimension settings better?

Yes, PluginHive support can provide video references demonstrating how packaging and product dimensions influence packing behavior within the app. Reviewing these resources can help you understand: 1. How to enter product dimensions correctly. 2. How stacking affects packing. 3. How to configure your boxes and packaging rules. 4. Best practices for achieving efficient packing results. Contact support to request such videos or tutorials relevant to your account and setup.

What are necessary preparations for a Zoom support call with PluginHive?

Before joining a Zoom support call with PluginHive, ensure: 1. Your system has a functioning microphone to communicate clearly. 2. You grant permissions to share your screen if needed, allowing the support representative to assist you effectively. 3. You join the call punctually, as sessions are typically scheduled for a fixed duration and may not be extended due to prior commitments.

What are the necessary prerequisites for joining a PluginHive support Zoom call to troubleshoot app configuration issues?

To ensure an efficient and productive PluginHive support Zoom call, you should prepare the following: 1. A system with a working microphone for clear communication. 2. Permissions to share your screen during the call so that both parties can view configurations, settings, or error messages directly. 3. A stable internet connection to avoid disruptions. 4. Availability at the scheduled time, as calls are typically limited in duration and delayed or extended sessions may not be possible due to other commitments. 5. Relevant information on the issue you are experiencing, including examples or screenshots if applicable (though screenshots should be shared before the call or via separate support communication channels). 6. Any login or access credentials requested securely by support prior to the call (never share passwords publicly).

What are the prerequisites and guidelines for joining a PluginHive support Zoom call for app setup?

To join a PluginHive support Zoom call effectively, ensure the following prerequisites and guidelines: 1. Your system must have a working microphone to communicate with the support team during the session. 2. Permissions to share your screen should be enabled, as the support team may require viewing your store setup or app configuration for troubleshooting and guidance. 3. Join the call strictly on time because sessions are scheduled with limited duration (typically 30 minutes). Delays or extensions are discouraged due to other prior commitments of the support team.

What are the prerequisites and steps to join a support call for onboarding the PH Ship Rate and Track for FedEx app?

To join a support or onboarding call, make sure you have the following prerequisites: 1. A system with a working microphone for communication. 2. Permissions enabled to share your screen if needed, to facilitate troubleshooting or demonstration. During the scheduled call, the support team will guide you through app setup, adding product dimensions, and configuration. It is important to join the call on time as sessions are strictly scheduled to 30 minutes due to prior commitments. You will receive a meeting link, ID, and passcode before the call.

What are the prerequisites for attending a PluginHive onboarding or troubleshooting Zoom session for FedEx integration?

Prior to joining a PluginHive Zoom support or onboarding session related to FedEx integration, ensure the following: 1. Your system has a functioning microphone to communicate clearly with the support agent. 2. You have permissions ready to share your screen, allowing the agent to guide you through settings and troubleshoot efficiently. 3. You are available and join the meeting at the scheduled time to make full use of the 30-minute session. 4. Your Shopify store details, FedEx account credentials (secured and not shared publicly), and shipment order details are accessible during the call for reference. 5. A stable internet connection is available to avoid disruptions during the session. Following these prerequisites helps ensure the most productive support experience.

What are the prerequisites for joining a PluginHive demo call for the FedEx Shipping Shopify plugin?

Prior to the scheduled demo call, ensure the following: 1. Your system has a working microphone for audio communication. 2. Permissions to share your screen are enabled if you need to show any setup steps or issues. 3. Join the Zoom meeting at the scheduled time promptly, as the call duration is usually limited and may not be extended. Having these preparations ready will help maximize the effectiveness of the demo session.

What are the prerequisites for joining a PluginHive support call scheduled to learn label generation and tracking sharing?

Before joining a PluginHive Zoom support call, ensure the following: 1. Your system has a working microphone for communication during the call. 2. You have permissions enabled to share your screen if necessary to demonstrate configuration or troubleshoot issues. 3. Join the call on time as scheduled since extending or delaying the meeting is discouraged due to prior commitments. Following these steps will help you maximize the value of the support session.

What are the prerequisites for joining a PluginHive support Zoom call?

Prior to joining a PluginHive support Zoom call, ensure the following: 1. Your system must have a working microphone enabled for effective audio communication. 2. You should have permissions set to allow screen sharing, so you can demonstrate issues or view shared content. 3. Join the meeting promptly at the scheduled time to respect the 30-minute slot allocated for the session. Late joins or extended calls may not be accommodated due to other commitments.

What are the prerequisites for joining the PluginHive support Zoom call for app setup?

Before joining the PluginHive Zoom call for app setup, ensure the following: 1. Your system has a working microphone to communicate during the session. 2. You have permissions enabled to share your screen, as the support team might need to view your store setup or app configuration. 3. Join the call on time as the sessions are scheduled strictly with limited duration (typically 30 minutes), and extending or delaying the call is discouraged due to prior commitments.

What causes the issue of an incomplete packing slip not printing out for an order, and how can it be resolved?

An incomplete packing slip can occur due to a temporary glitch or processing error within the app generating the documents. To resolve this issue, the packing slip needs to be regenerated. This involves: 1. Identifying the affected order number. 2. Regenerating the packing slip through the PluginHive system or support team tools to ensure all required details are included. 3. Verifying the newly generated packing slip for completeness before printing or sending. If the issue recurs, further investigation with the support team may be needed to diagnose underlying causes related to app configuration or integration errors.

What causes the “Special Service COD is not allowed” error when generating FedEx labels for Shopify orders with PluginHive?

This error indicates that the order is marked as Cash on Delivery (COD), but FedEx does not support COD services for international shipments. Key points and steps to resolve: 1. FedEx COD services are generally only available for domestic shipments in select countries. 2. For international shipments, FedEx requires payment prior to shipping; COD is not supported. 3. Check the order details in Shopify to see if it is marked as a COD order. 4. Change the order payment status from COD to "paid" or prepaid. 5. After updating the payment status, try generating the FedEx label again. 6. For handling payments from international customers, use e-commerce payment gateways or invoice systems instead of COD.

What configuration is necessary in PluginHive if I only want to use FedEx International Priority shipping with a FedEx envelope package?

To restrict shipping rates to FedEx International Priority using only FedEx envelope packaging: 1. In the PluginHive app, navigate to shipping method settings. 2. Enable only the FedEx International Priority shipping service; disable other FedEx services to avoid rate confusion. 3. Under package type or box settings, select only “FedEx Envelope” as the shipping package. 4. Confirm that product dimensions are entered so the rate request is accurate. 5. Save the configuration and test using live checkout to ensure only the FedEx International Priority envelope rates are displayed. This configuration ensures the app exclusively requests rates for FedEx International Priority shipments with FedEx envelope packaging, returning precise shipping costs at checkout.

What does the "Preferred Service unavailable" error mean when trying to print FedEx labels, and how can I fix it?

The "Preferred Service unavailable" error indicates that the selected FedEx service, such as FedEx Home Delivery, is not available for the shipment you are trying to process. To fix this issue, follow these steps: 1. Open your shipping app and navigate to the label generation section. 2. Choose the Manual Label Generation option instead of the automatic one. 3. Change the FedEx service type to an available service that suits your shipment (e.g., FedEx Ground or Priority). 4. Attempt to generate and print the label again using the selected service. If the error persists or you need further assistance, contact support with shipment details for more specific troubleshooting.

What factors does PluginHive consider in evaluating the feasibility of supporting the Broker Select Option (BSO)?

They consider: – Whether customers have successfully used the IOR option and the challenges they faced. – The criticality of BSO for the customer’s business. – Whether BSO would be used for all international shipments. – Whether the same broker would be assigned consistently. These details help determine the demand and technical complexity for implementing BSO in the app.

What immediate steps should I take if my Shopify FedEx app label is failing with an AES Citation error for a shipment to Puerto Rico valued at over $25,000?

For a shipment to Puerto Rico valued at over $25,000 causing AES Citation errors in the Shopify FedEx app: 1. Understand that the B13A form is mandatory for all shipments over $2,500, including shipments to Puerto Rico (a U.S. territory), which are technically domestic but may require export filings. 2. The Shopify FedEx app currently only supports B13A entry for international shipments, so it cannot process your order. 3. Fulfill this order manually using your FedEx account on fedex.com, where you can properly input the B13A form and export information required. 4. Contact FedEx support for any questions on filing requirements and compliance for shipments to Puerto Rico. 5. Wait for app updates that will allow AES Citation data entry for domestic shipments, but for now, manual processing is necessary to avoid delays or errors.

What is required to prepare before a support call for configuring the PH Ship Rate & Track FedEx plugin?

Before a support call with PluginHive support for configuring the PH Ship Rate & Track FedEx plugin, please prepare the following: 1. **Working Microphone and Audio Setup**: Ensure your system has a functioning microphone and audio for effective communication. 2. **Screen Sharing Permissions**: Have the capability and permission to share your screen during the call, as plugin configuration will often require visual walkthroughs. 3. **Access Credentials**: Be ready to provide necessary access to your Shopify admin panel and the PluginHive app settings so the support specialist can review and assist directly. 4. **List of Current Configurations and Issues**: Document what settings you have configured, what issues you are encountering (e.g., missing delivery confirmation emails), and any error messages if applicable. 5. **Test Data Ready**: Have one or more test orders available or be prepared to create test orders to quickly verify and demonstrate the plugin’s behavior during the call. Preparing these ensures the support session is productive and your plugin setup is completed efficiently.

What is the "account number" shown under the Importer of Record settings, and which account number should I provide there?

The "account number" in the Importer of Record section refers to the shipping party’s account number involved in the shipment. If you are updating your own details (i.e., you are the shipper and importer), this should be your own FedEx account number. This number identifies the billing or party responsible for the shipment in FedEx’s system. If a third party is involved, then that third party’s account number should be entered instead.

What is the role of PluginHive in affecting order edit functionality in Shopify?

PluginHive Ship calculates and provides shipping rates inclusive of surcharges but does not modify or override Shopify’s native order management features, including the ability to edit orders. Order edit restrictions are controlled by Shopify’s internal settings and platform behavior, especially regarding tax and duty handling. Thus, when order editing is disabled, it is due to Shopify’s settings, not PluginHive.

What should I do if I encounter issues joining a Zoom call scheduled for support with PluginHive, and is Microsoft Teams an option for support calls?

If you experience issues joining a Zoom call for PluginHive support, consider the following: 1. Verify your internet connection and ensure Zoom is installed and updated on your device. 2. Use alternative joining options such as calling into the Zoom meeting via phone if that option is provided. 3. Communicate with PluginHive support ahead of the meeting about connectivity concerns so they can provide call-in numbers or alternative solutions. Regarding Microsoft Teams, PluginHive currently uses Zoom for support sessions. If Zoom is problematic, PluginHive may attempt to accommodate by phone or provide workarounds upon prior notification, but Teams is not standardly supported. Always inform PluginHive support in advance about your preferred alternate communication method to coordinate effectively.

What should I do if I face difficulties using the PH Ship Rate & Track app after adding my FedEx account?

If you experience difficulties after adding your FedEx account to the app, please take the following steps: 1. Describe the exact problem you are facing (e.g., rates not showing, tracking updates missing). 2. Capture screenshots of the issue within the app or from the Shopify admin panel for clarity. 3. Compile any error messages or unusual behavior details. 4. Contact the PH Ship Rate & Track app support team by replying to their support email or using their support channels, providing the detailed description and screenshots. This information will help the developers quickly diagnose and resolve your issue.

What should I do if I want to export order data for a date range that includes periods before the app installation?

If your requested date range includes periods before the app was installed and active on your store, the data export cannot include those earlier dates since no records exist for that time. To handle this: 1. Check the app installation date on your store dashboard or confirm with support. 2. Request a report starting from the app installation date to your desired end date. 3. If you need data for periods prior to app usage, consider alternative data sources like Shopify’s native reports or other integrations that were active during those times.

What should I do if I want to test changes to estimated delivery time display but the settings seem to revert or not work as expected?

When testing changes: 1. Temporarily disable **Display Estimated Delivery Time** in the app settings (**App → Settings → Rates Settings**). 2. Place a test order on your store to confirm if the estimated delivery time disappears from the checkout page. 3. If you want to revert your settings after testing, you can re-enable the estimated delivery time option as needed. 4. Keep in mind that Shopify’s Shop Promise or other delivery date apps may override these settings, so consider temporarily disabling those for isolated testing. 5. If problems persist, consult both PluginHive support and Shopify app support teams to identify overlapping configurations. This step-by-step testing helps isolate which platform or app causes the display behavior.

What should I do if my shipment requires a B13A form due to shipment value over $2,500 and I cannot enter it in the Shopify FedEx app?

If your shipment exceeds $2,500 in value and requires filing a B13A (AES Citation) form but the Shopify FedEx app does not provide a field for this for domestic shipments: 1. Do not attempt to fulfill this shipment through the app as the label generation will fail with AES Citation errors. 2. Complete the fulfillment using your FedEx account directly on fedex.com, where you can manually upload or enter the required B13A and related export documentation. 3. Contact FedEx customer support for guidance on submitting the appropriate EEI filings and B13A forms for your specific shipment. 4. Keep monitoring app announcements for new features that will allow entering AES Citation data for domestic shipments in future app updates.

What should I do if only FedEx International Connect Plus rates are showing at checkout but I want more options?

If only FedEx International Connect Plus rates are showing at checkout, likely because only that service is enabled in the PluginHive app, take the following steps: 1. Access the PluginHive app settings under **Carrier Settings** or **Carrier Services**. 2. Enable multiple FedEx international services like “FedEx International Economy®” and “FedEx International Priority®.” 3. Save the changes. 4. Place a test order using an international address to confirm that additional FedEx service rates appear. 5. If you want personalized assistance, you may be able to schedule a call with support using the provided appointment booking link. (Note: A screenshot was mentioned but is not included here.)

What should I do if packing slips are missing for specific orders processed via PluginHive?

If certain orders do not have packing slips generated automatically: 1. Check if the packing slip was previously created manually. If not, try to generate it manually using the “Create Packing Slip” option. 2. If manual generation fails, provide PluginHive support with the order IDs experiencing this issue. 3. PluginHive support can generate the packing slips on their side temporarily and continue investigation. 4. Monitor printing behavior especially when printing labels in bulk, as larger batches may cause failures in packing slip generation. Staying in communication with PluginHive support and sharing affected order IDs will help them troubleshoot and fix issues effectively.

What should I do if PluginHive support requests re-granting access and removal of prior roles for troubleshooting?

When PluginHive support requests that you: – Grant them access to specific store sections, and – Completely remove PluginHive as any Role assigned previously, and then re-grant access, you should follow these steps: 1. Log in to your Shopify Admin or relevant platform where PluginHive app is integrated. 2. Go to User Management or Roles/Permissions settings. 3. Remove any existing roles or permission assignments related to PluginHive. 4. Re-add or assign PluginHive the required access permissions afresh, ensuring all necessary permissions for the app’s operation are enabled. 5. Specifically, grant access to sections that PluginHive requires for order creation, label generation, and shipping management. 6. Inform the support team once you have updated permissions so they can continue troubleshooting with full access. This procedure helps resolve access-related issues that may block PluginHive from performing key functions like label generation.

What should I do if product dimensions are not visible for multiple products after importing via CSV using the PluginHive Ship template?

Follow these steps to troubleshoot and resolve the issue: 1. Manually verify that the dimension fields are filled out correctly in the CSV file before import. 2. Use the Export feature within the app to download the current product CSV and check if the dimension fields appear empty or populated. 3. After ensuring the CSV has correct data, save it in CSV format, and re-upload via the Import option. 4. Refresh the product pages multiple times or reload the app interface to allow the system to update its display. 5. If the problem persists, share the CSV file with support for further analysis. This sequence helps confirm data accuracy and resolves syncing or display delays after import.

What should I do if some products or variants are missing or outdated in the PH Ship app product CSV export?

If products or variants are missing or outdated in the PH Ship app: 1. Verify the product status in Shopify (active, draft, archived). The app may not import some draft or unpublished items consistently. 2. Export the product CSV from the app and compare it with your Shopify product list. 3. Provide the list of missing products with names or SKUs to PluginHive support for investigation. 4. Request a manual refresh/re-import of products through the app support team to sync all products again. 5. Avoid editing the CSV without ensuring it reflects all variants and product statuses correctly, as this can cause sync issues.

What should I do if the app does not save the printer choice after selecting it in the print settings?

Since the app pulls printer information from your system’s printer settings and Zebra Browser Print connection rather than saving it internally, ensure the following: 1. Set your preferred printer as the **default system printer** on your computer to align with the app’s printing behavior. 2. Confirm that you have followed the ZPLII configuration steps in the app’s settings and connected your printer via Zebra Browser Print. 3. After selection, save the settings and refresh or restart the app to ensure it loads the current default printer. 4. If the app still reverts to the default first printer, understand that the app does not currently support persistent printer selection internally beyond the system default printer. 5. Adjust your system default printer as needed to ensure the correct printer is targeted when printing.

What should I do if the label generated by support uses the wrong shipping plan?

If the label generated by support uses an incorrect shipping plan: 1. Verify available shipping plans for your order on the FedEx website using your shipment details. 2. If the plan you desire (e.g., "Connect Plus") is not available according to FedEx, it cannot be selected or used in PluginHive. 3. Choose any of the available plans shown in PluginHive and FedEx such as "Economy" or "Priority". 4. If you still believe the shipping plan should be available, double-check the package details and contact PluginHive support with this information for further assistance. 5. Understand that the list of available plans is controlled by FedEx based on shipment parameters, not by PluginHive.

What should I do if the PluginHive app shows a 502 error during CSV import?

A 502 error during CSV import often occurs when the product list contains duplicate entries or the CSV format is flawed. To fix this: 1. Avoid using external Google Sheets directly for import; instead, export the product CSV file from the PluginHive app itself to ensure correct format and data. 2. Check the exported CSV for duplicate products and remove duplicates to maintain uniqueness. 3. Use the cleaned, app-exported CSV file for import. 4. If the error persists, share the exact CSV file you are trying to import with PluginHive support for further inspection. Testing the import using the app-exported CSV and ensuring no duplicates generally resolves the 502 import errors.

What should I do to prepare for a support call with PluginHive regarding packaging and shipping issues?

To ensure a productive support call with PluginHive: 1. Have your system ready with a working microphone for audio communication. 2. Ensure permissions to share your screen are enabled if screen sharing is needed. 3. Have relevant account details, store URL, and example orders handy to demonstrate the issue. 4. Note down specific questions or issues to address during the call. 5. Be available at the scheduled time as calls are typically time-limited to respect prior commitments. Following these steps will help make the support session efficient and effective.

What should I prepare before joining a PluginHive support call to set up the app?

Before joining the PluginHive support call, ensure the following: 1. Your system has a working microphone for clear communication. 2. You have permissions set up to share your screen if needed, as this facilitates troubleshooting and walkthroughs. 3. Be available at the scheduled time since extension of calls or delays are typically not accommodated due to prior commitments. Having these pre-requisites ready helps make the session productive and efficient.

What should I prepare or check before joining a PluginHive Zoom support call?

Before joining a PluginHive Zoom support call, ensure the following prerequisites: 1. A working microphone on your system for verbal communication. 2. Permissions enabled to share your screen during the call if needed. 3. Join the meeting at the scheduled time as calls are limited to 30 minutes and delays or extensions are not encouraged due to prior commitments. Having these ready will help make the session productive and efficient.

What should users do if they need the B13A/ITN field for South African shipments but the feature is not yet supported in PluginHive?

Until PluginHive rolls out the enhancement: 1. Contact your FedEx Account Representative to clarify the current export filing requirements, including proper AES Citation or FTR Exemption for shipments to South Africa. 2. Provide FedEx with error details like the "FTR Exemption or AES Citation is not valid for EEI" message and request accurate filing instructions. 3. Relay this information to PluginHive support so they can assist with interim solutions or updates. 4. Wait for the PluginHive update that will add support for B13A/ITN filing and enable the relevant field when available.

What steps are necessary to ensure accurate label printing when switching to the FedEx Pak box in PluginHive?

When you switch to using the FedEx Pak box, it’s important to add accurate dimensions for your products to avoid packing or label errors. Perform the following: 1. Go to the **Products** section within the PluginHive app. 2. Export the products list as a CSV file. 3. In the exported CSV, add or update the **dimensions** (length, width, height) for each product. 4. Import the updated CSV file back into the app to update the product data. Providing product dimensions ensures the app calculates packing correctly when using FedEx Pak boxes, leading to accurate label creation and shipment processing.

What steps does PluginHive recommend while the packing slip generation issue is being investigated?

While PluginHive continues to investigate packing slip generation issues: 1. Generate packing slips for orders individually or in small batches to minimize errors. 2. Provide PluginHive with specific order IDs where packing slips fail to generate automatically or result in errors. 3. Monitor regularly whether the packing slip prints automatically with labels and report deviations promptly. 4. Keep the app updated and maintain communication with PluginHive support for updates and assistance. These measures help manage operations smoothly and assist PluginHive in prioritizing and resolving the issue quickly. Note: The conversation included a mention of a screenshot related to an error, but no detailed error message or resolution steps were provided; hence, no FAQ on the exact error message is included.

What steps should I take if I experience issues with incorrect shipping rates or packaging behavior that cannot be resolved through standard configuration in the PluginHive FedEx app?

If standard troubleshooting does not resolve inaccurate shipping rates or packaging issues, take the following steps: 1. Verify all product dimensions and packaging sizes in the app to ensure accuracy. 2. Test shipments with the same order details directly on FedEx.com to compare rates and check consistency. 3. Reach out to PluginHive support for personalized assistance. It may be helpful to schedule a live support session or Zoom call where the support team can review your settings in real-time. 4. Prepare details about your store configuration, including product sizes, packaging settings, and examples of problematic shipments. 5. Follow the guidance or adjustments recommended by PluginHive support during the session. 6. After applying suggested changes, monitor new orders to confirm whether the issue has been resolved.

What steps should I take if I want to request the inclusion of the Broker Select Option (BSO) feature in the PluginHive FedEx app?

To request BSO: 1. Provide clear information on how you currently select BSO on FedEx.com, including any screenshots or video recordings of the label generation process showing BSO selection. 2. Clarify why BSO is critical for your shipping workflow and how it differs from IOR. 3. Confirm whether you need BSO for all shipments and if you will assign the same broker consistently. 4. Submit this feedback to PluginHive support, highlighting your business needs for BSO functionality.

What temporary workaround can I use if the support widget blocks essential buttons on Android devices until a permanent fix is deployed?

Currently, there is no built-in way to disable or move the support widget; however, you can try the following: – Use devices or browsers where the widget does not overlap critical buttons if available. – Adjust device screen zoom or orientation to see if this moves interactive buttons away from the support widget. – Report detailed affected screens and steps to PluginHive support so they can prioritize and expedite the interface fix. Future updates from PluginHive aim to resolve the layout conflict on Android devices permanently.

What troubleshooting steps should I take if tracking URLs in Shopify redirect to a generic or unrelated webpage (e.g., Google homepage) instead of the correct FedEx tracking page?

If clicking the tracking link in Shopify opens a generic page like https://www.google.com/webhp instead of the FedEx tracking page, this indicates that the tracking URL stored in Shopify is incorrect or blank. To troubleshoot this: 1. Confirm that PluginHive is sending correct and complete tracking numbers and carrier information when fulfilling orders. 2. Check if any third-party fulfillment or order management apps are updating Shopify order tracking fields after PluginHive, potentially overriding or clearing the tracking URL. 3. Inspect Shopify order fulfillment records and JSON files for tracking data consistency. 4. Coordinate with your fulfillment solution (Ship Hero or others) to prevent sending blank tracking updates. 5. Ensure that label generation and fulfillment flows are consistent—ideally, labels purchased through PluginHive should be the basis for tracking updates. 6. Contact Shopify support to verify if any issues or known behaviors cause tracking URLs to be replaced or malformed. 7. If needed, manually update tracking URLs in Shopify to point to the correct FedEx tracking page for affected orders.

When adding new products, do I need to export and import the CSV every time to update the Customs Description, or can it be done during product upload?

You have two options: – Manually update the Customs Description for each new product by going to the Products section in the app, selecting the product, and entering the details in the Customs Description field. – For bulk uploads, export the CSV, add or modify the Customs Description for new products in the CSV, and re-import it into the app. Currently, there is no direct way to add Customs Descriptions during bulk product upload other than updating the CSV post-upload.

When importing product dimensions using a CSV file, why do some product variants fail to update and how can I fix this issue?

Product variants may fail to update during import for several reasons, including: 1. The product variants might have been removed or updated in the Shopify store after exporting the CSV, causing mismatches. 2. Altering or removing any rows or columns in the exported CSV file before import can lead to import failure. 3. The imported file must include all original rows and columns exactly as exported, with only the intended attribute updates added. To resolve the issue: – Export a fresh CSV file directly from the PluginHive app without removing or modifying rows or columns. – Add or update the dimensions only for the failed product variants within this exported file. – Import this updated CSV back into the app. If the import still fails for specific variants after this, a product refresh in the app (clearing and reimporting all active and draft products from Shopify) may be necessary to sync the app with the current store data. After the refresh, try updating the dimensions again.

Where can I enter the AES Citation or B13A number in the Shopify FedEx app for shipments that require it?

Currently, the Shopify FedEx app only provides a field to enter the AES Citation (B13A number) for international shipments. There is no option yet to enter this information for domestic shipments that require the B13A form (for shipments valued over $2,500). To manage this: 1. For international shipments, you can enable and enter the AES Citation via the customs documentation settings in the app. 2. For domestic shipments exceeding $2,500, since the app lacks this feature, you should fulfill these orders directly through FedEx’s own portal (fedex.com) where you can provide the B13A and other export compliance information. 3. The app team is aware of this limitation and is working on adding AES Citation support for domestic shipments in a future update. In the meantime, consult your FedEx representative if you need guidance on filing export information for domestic shipments to Puerto Rico or U.S. territories.

Why am I getting "Request failed with status code 401" when trying to export a product CSV file from the PluginHive app?

A "401 Unauthorized" error typically indicates an authentication or access issue with the app. Troubleshooting steps: 1. Confirm you are logged into the app with appropriate permissions. 2. Clear browser cache and cookies and attempt export again. 3. Verify that your store’s integration with the PluginHive app is active and authorized. 4. If the problem continues, contact PluginHive support with your store details and error information for further investigation. Note: In some cases, specific store setups or large product volumes may require additional support actions.

Why am I getting the error "The FTR Exemption or AES Citation you provided is not valid for EEI" when creating a FedEx label in the Shopify FedEx app, and how can I resolve it?

The error "The FTR Exemption or AES Citation you provided is not valid for EEI" typically relates to the requirement of filing Electronic Export Information (EEI) through the Automated Export System (AES) for shipments that require export documentation. Usually, EEI is mandatory only for international shipments, not domestic ones. Since your order (#5052) is shipping from California to Puerto Rico (domestic territory), this error indicates a configuration issue or missing data in the app. Currently, the Shopify FedEx app only supports entering AES Citation (B13A) for international shipments, which causes the issue for high-value domestic shipments requiring export filing. To resolve this: 1. Verify if the shipment is domestic or international; for domestic shipments over $2,500 requiring B13A, the app currently does not support entering AES Citation. 2. For now, fulfill high-value domestic shipments (> $2,500) manually via your FedEx account on fedex.com, where you can provide the required B13A number and other details directly. 3. Keep monitoring app updates, as the development team is working on adding AES Citation support for domestic shipments in future releases (not yet available). 4. For errors related to "Invalid Booking Confirmation Number," contact FedEx support directly at 1.800.GoFedEx to obtain a valid booking number if you are shipping freight. If other orders are showing similar errors, share the order details for further troubleshooting.

Why am I unable to replace products using the 'import' feature in PluginHive, and how can I resolve this issue?

The inability to replace products via the 'import' feature usually occurs because there are duplicate products already present in the app database. These duplicates prevent the import process from updating product details correctly. To resolve this: 1. Identify and remove any duplicate products within the app to ensure each product is unique. 2. Refresh or reload the product list in the app to synchronize these changes. 3. Export a fresh CSV file from the app, which now reflects a product list without duplicates. 4. Update the necessary product fields (like dimensions) in this new CSV file. 5. Re-import the updated CSV into the app. This sequence ensures that the import process works without conflict. If duplicates persist or the issue continues, verify product uniqueness again or contact support for help with cleaning up duplicates.

Why am I unable to replace products using the 'import' feature in PluginHive, and how can I resolve this issue?

The inability to replace products using the 'import' feature generally occurs because duplicate products exist in the app database, which prevents proper updating during import. To resolve this: 1. Identify and delete any duplicate products within the app to ensure each product is unique. 2. Refresh or reload the product list in the app to synchronize these changes. 3. Export a new product CSV from the app reflecting the updated, duplicate-free product list. 4. Edit the necessary product fields (e.g., dimensions) in this fresh CSV. 5. Re-import the updated CSV into the app. This sequence ensures the import process executes without conflicts caused by duplicates. If you still encounter issues, verify product uniqueness again or reach out to support for help with duplicate removal.

Why are different variants of the same product, with the same weight and packed in the same envelope size, receiving different FedEx package dimensions on shipments, and how can I ensure all items are consistently shipped in a 9 x 9 x 3 package?

The variation in FedEx package dimensions is influenced by how packaging is configured within the PluginHive app, not directly by product settings in Shopify. To ensure consistent shipping dimensions: 1. Verify that the desired package size (9 x 9 x 3 inches) is explicitly configured as a packaging option in the PluginHive app under Packaging Settings. 2. If using the weight-based packing method, ensure the weight limits correspond accurately to the intended package size. However, for fixed box sizes like 9 x 9 x 3, it is better to configure this size directly as a packaging option rather than rely solely on weight-based packing. 3. Confirm that this packaging option is enabled and prioritized for shipment label generation. 4. Review historical orders to ensure older orders were processed after these packaging settings were correctly configured. This approach guarantees that FedEx labels consistently reflect the specified package dimensions for all variants shipped in that package size.

Why are FedEx products displaying as duplicates in the app when they do not appear duplicated in my general Shopify product listing, and how can I resolve this issue?

The appearance of duplicate FedEx products in the app, despite them not being duplicated in your Shopify product listing, is likely due to data import inconsistencies or residual entries within the app’s product database. To resolve this issue, follow these steps: 1. Identify the duplicate products in the app, noting the specific product names that appear more than once. 2. Clear the products currently imported into the PluginHive app to remove any duplicated or outdated entries. 3. Reimport the products from your Shopify store into the app to ensure a clean, updated product database. 4. If the app requires dimensional data for accurate shipping calculations, upload the necessary product dimensions using a CSV file (an exported product CSV with updated dimensions can be used for this purpose). 5. Verify after reimporting that the duplicates no longer appear and that the product listings in the app match your Shopify store. If duplicates persist after these steps, contact support with the exported product CSV file and store details so that further investigation can be performed.

Why are my FedEx International Economy® and FedEx International Priority® carrier rates not both appearing at checkout, and how can I display both options?

To display both FedEx International Economy® and FedEx International Priority® rates at checkout, ensure the following steps are correctly implemented: 1. Verify that both FedEx services (International Economy and International Priority) are enabled and configured in your PluginHive settings. 2. Confirm that the carrier services are properly mapped and active within your shipping setup so that the API requests include both services. 3. Check that your shipping package details (weight, dimensions, destination) qualify for both FedEx service types, as some combinations might limit available options. 4. Review any shipping rules or filters that might be limiting displayed services—for example, excluding Economy rates based on cart conditions. 5. Test your checkout flow after confirming the above to ensure both rates are fetched and shown correctly. If the issue persists, consider scheduling a support session or troubleshooting with PluginHive support to inspect your account and configurations directly.

Why are packing slips not generated for some orders when creating labels in bulk, and can packing slips be generated together for multiple orders at once?

Currently, packing slips sometimes fail to generate automatically for some orders when printing labels in bulk. While generating packing slips manually for individual orders works successfully, attempting to generate packing slips for multiple orders at once may result in errors. This is a known issue being investigated by the PluginHive team. At present, if you need packing slips for multiple orders, generating them individually remains the most reliable method. The PluginHive team is working to identify and resolve the root cause to enable error-free bulk packing slip generation in the future. If you encounter errors generating packing slips in batch, provide specific order numbers to PluginHive support for prioritization and help.

Why are product dimensions not updating after importing a CSV template, even though the import message shows success?

When importing a CSV to update product dimensions, the update might fail if the CSV file has been altered improperly. To ensure successful updates: 1. Export the product CSV directly from the PluginHive app instead of using a manually modified template. 2. Update only the specific fields you want to change (e.g., Dimensions) without altering or removing any other columns or formatting. 3. Import the updated CSV back into the app. Altering any crucial columns or the file structure can cause the import to appear successful but not update the products. Using the app-exported CSV as a base preserves the necessary format and fields for successful updates.

Why are shipping rates not applying automatically at checkout for shipments within Iceland using FedEx?

FedEx does not support domestic shipments within Iceland. Therefore, shipping rates for intra-country FedEx services in Iceland will not apply automatically at checkout because these services are unavailable. You can confirm this restriction directly with your FedEx representative. To use FedEx shipping via PluginHive for Iceland, you would need to select international shipment options, as domestic FedEx services in Iceland are not offered. If you require assistance setting up international FedEx shipments, support can help guide you through that process.

Why are the FedEx International Priority shipping rates not returning correctly for a FedEx branded envelope in Shopify using the PluginHive app?

The incorrect FedEx International Priority rates for a FedEx branded envelope usually occur because product dimensions have not been set in the PluginHive app. When no product dimensions are provided, the app defaults to its preset package dimensions, which may cause the FedEx API to return generic package rates instead of the specific FedEx envelope rates. To ensure accurate rates: 1. Enter accurate product dimensions in the app settings for all products that will be shipped using the FedEx envelope. 2. Confirm that the shipping method is set to FedEx International Priority. 3. Set the package box specifically to “FedEx Envelope” in the app’s shipping configuration. By following these steps, the app sends the correct package information to the FedEx API, ensuring that the returned shipping rates include the FedEx envelope-specific charges rather than generic package rates.

Why can I no longer access the Proof of Export document for my order in the PluginHive app?

The PluginHive app retains order data, including associated documents, only for orders processed within the last 60 days. After this period, order information is automatically cleared from the app’s system. Therefore, if your order was processed more than 60 days ago, the documents, such as the Proof of Export, will no longer be accessible through the app.

Why do duplicate FedEx products appear in the PluginHive app even though they do not show as duplicates in the Shopify product listing, and how can I resolve this issue?

Duplicate FedEx products in the PluginHive app, despite not appearing duplicated in Shopify, are often caused by inconsistencies during data import or residual product entries within the app’s database. To resolve this: 1. Identify the duplicate product names showing in the app. 2. Clear all products currently imported into the PluginHive app to remove duplicates or outdated entries. 3. Reimport your Shopify products into the PluginHive app to refresh the product database with clean data. 4. If shipping calculations require product dimensions, upload accurate dimensional data via CSV (using an exported product CSV with updated dimensions). 5. Verify that duplicates no longer appear post-reimport and that product counts match your Shopify store. If duplicates persist, contact PluginHive support with the exported product CSV and store details for further investigation.

Why do FedEx shipping rates not vary depending on the postal code or address, and how can I enable rates to change according to destination?

If shipping rates remain the same regardless of postal code or destination address, it is likely because only one FedEx service is enabled in your store/app. To allow for varied rates based on postal codes and addresses, you need to enable multiple FedEx services following these steps: 1. Navigate to App > Settings > Rate Settings. 2. Select “Edit the Carrier Services.” 3. Enable additional shipping services such as FedEx Priority Overnight®, FedEx Standard Overnight®, and FedEx SameDay® City. Once these services are enabled, the app will fetch rates based on the different postal codes and addresses entered at checkout, reflecting accurate shipping charges for each destination.

Why do I see only the "Future Services" option in my shipping profiles instead of individual FedEx services, and can this be fixed?

The "Future Services" option appearing in the shipping profiles instead of individual FedEx service choices is related to how Shopify integrates FedEx service options. This limitation causes the app to display all FedEx services collectively rather than individually, which means you cannot select specific FedEx services per shipping profile. Currently, this behavior cannot be modified or fixed within the PluginHive app. If individual FedEx service selection per profile is critical for your store’s shipping rules, the app will not support this functionality at this time.

Why do my product dimensions show as centimeters in the product list and export even though I set them to inches, and how can I fix this?

This issue occurs when the product dimensions are not updated correctly in the system after changing the unit from centimeters to inches. To resolve this: 1. Export your current product list. 2. Re-import the product list with the updated dimension units set to inches. 3. The system will update the dimension units from centimeters to inches accordingly. 4. After the update, refresh the product list page to see the correct units reflected. If the dimensions still show incorrectly, repeating the export-import with updated units and refreshing the page usually resolves the issue.

Why do product dimensions still appear in centimeters (cm) even after setting the packaging dimensions unit to inches in the app?

The PluginHive app respects the unit settings configured in your Shopify store. If your store’s product dimensions are stored in centimeters, they will still show as cm in the product section of the app. The app does not automatically convert existing product dimensions. To have dimensions in inches: 1. Export your products CSV from the app via **Products** -> **Export**. 2. Manually convert the product dimensions from cm to inches in the CSV file (1 inch = 2.54 cm), ensuring the dimension values are updated accordingly. 3. Update the dimension unit field in the CSV to "in" for inches. 4. Import the updated CSV back into the app via **Products** -> **Import**. This manual conversion and import process is required because the app does not convert existing dimension units automatically.

Why do shipping rates show in the plugin’s rate logs but "shipping not available" appears at checkout for countries like Ukraine and Isle of Man?

This occurs because certain FedEx shipping services displayed in the rates log are not enabled in the app’s settings. Specifically: 1. Check the services shown in the rates log for the affected addresses. For example, "FedEx International Priority®" for Ukraine and "FedEx Priority" for Isle of Man. 2. Navigate to the app’s dashboard: App Settings → Rate Settings → Carrier Services. 3. Ensure that these specific FedEx services are enabled for them to be offered at checkout. 4. Save the settings and test the checkout again. Shipping options will only appear if those services are enabled in the app.

Why do some orders with free gift items get automatically fulfilled by PluginHive while others with the same free gift do not, causing inconsistent fulfillment behavior?

PluginHive automatically fulfills orders only when the order contains exclusively active Shopify products. Although free gift items appear as line items, their fulfillment behavior depends on how they are configured and recognized in Shopify. To resolve inconsistencies: 1. Verify whether the free gift products are marked as active products in Shopify for all affected orders. Variations in product status or recent changes to the free gift’s configuration can affect fulfillment. 2. Check how the free gift line items are categorized or tagged in Shopify—any differences may affect PluginHive’s auto-fulfillment logic. 3. Provide specific recent order numbers where fulfillment succeeded with free gifts and where it did not, along with screenshots of the Shopify order timelines showing fulfillment events. 4. Compare these details to identify if the free gift products are consistently treated as active products or if any manual intervention or Shopify settings differ between orders. Ultimately, PluginHive cannot auto-fulfill orders containing non-active or custom product variants, even if they appear as free gifts, so consistency depends on uniform product status and configuration in Shopify.

Why do the labels I created last year not appear in the app anymore?

The app retains only the orders processed within the last 60 days to optimize performance. Therefore, labels associated with orders older than 60 days are automatically removed from the app interface. This retention policy helps maintain app speed and reliability. If you need access to older labels, you may need to check your original order records or exports outside the app.

Why does exporting products from shoutfactory.myshopify.com only include 300 products, and how can I export all products including their dimensions?

By default, product exports can be limited to a set number of products per file or API request, often around 300 items. To export all products, including all 3,052 items in your store, you should use the following approach: 1. Use the platform’s bulk export feature designed to handle large inventories, which may paginate data across multiple files or requests. 2. If the export tool limits to 300 products per file, perform multiple exports or use an API-based export method that supports pagination to retrieve all products incrementally. 3. Alternatively, consider exporting via Shopify’s native product export tool or a third-party app that supports full product exports in batch mode. 4. Once the full export CSV is obtained, you can attach product dimensions directly in the file for bulk updates or for use in other integrations. If needed, reach out to support to request a complete export CSV covering all products, as this can sometimes be provided directly to avoid manual multi-part exports.

Why does FedEx Home Delivery/Ground shipping option not show up for small parts orders, but shows for bigger packages in PluginHive?

FedEx Home Delivery and Ground services are only offered when the items are packed into custom or user-defined boxes, not when using FedEx Express boxes. For small parts orders, if the package is set as a FedEx Express box, FedEx Ground options will not be available. To resolve this: 1. Edit the package settings in your shipping setup. 2. Change the box type from a predefined FedEx Express box to a custom/your own box. 3. Save and verify if the FedEx Ground/FedEx Home Delivery option appears at checkout. This behavior occurs because FedEx does not provide ground services for packages assigned to Express packaging types.

Why does the "Shipping Not Available" error occur for Chocolate Subscription orders when Checkout Block logic is enabled in Shopify, and how can it be troubleshooted?

The "Shipping Not Available" error for Chocolate Subscription orders arises due to the Checkout Block logic in Shopify suppressing certain shipping options to force customers to select FedEx 2 Day shipping (to prevent chocolate melting during summer). This logic blocks USPS and other shipping methods for chocolate SKUs. To troubleshoot: 1. Temporarily enable the Checkout Block logic in Shopify to reproduce the issue. 2. Cross-check the shipping rate app logs during the active block period to identify why FedEx 2 Day rates may not be appearing correctly. 3. Confirm how the block logic is configured—specifically, which shipping methods are suppressed and under what conditions. 4. Verify that the PluginHive app or shipping rate provider correctly receives the shipping method filters and returns valid rates accordingly. 5. Share details of the Checkout Block setup, including where in Shopify it is managed and how the enable/disable toggling is performed, to aid in diagnosis. 6. If the app or Shopify overrides conflict, adjust the block logic to ensure FedEx 2 Day rates are consistently forced and displayed without suppression errors. This approach allows pinpointing whether the issue lies in the block logic configuration, rate fetching by the app, or Shopify checkout behavior.

Why does the app only show FedEx priority shipping options and not FedEx Ground or Home Delivery services during order creation?

If FedEx Ground or Home Delivery options are not appearing, it is typically due to the configuration settings for the shipping services. To resolve this: 1. Verify that FedEx Ground and Home Delivery services are enabled in your shipping profile settings within the app. 2. Check that the correct service options are activated under the profile associated with your products or orders. 3. Test by placing an order with an address known to support FedEx Ground services to confirm the options appear. 4. If Ground services still do not display, try recreating the shipment directly on FedEx.com to confirm that Ground services are available for that destination. 5. For draft orders specifically, ensure that the shipping profile’s settings include enabled FedEx Ground options to make them visible when creating or editing drafts. Following these steps should enable the FedEx Ground options to appear during order creation instead of only priority services.

Why does the app pack only 6 small items into a box with dimensions 12x7x3 inches despite default product dimensions being 1x1x1 cm?

When product dimensions are not accurately entered, the app uses default dimensions (1x1x1 cm), which should theoretically fit more than 6 items in your defined box size. If you still see poor packing results: 1. Verify that product dimensions are correctly inputted for each item in the app. 2. Confirm that the stacking option is disabled if it is not needed, as it can significantly affect packing behavior. 3. Understand that the app’s algorithm considers both product dimensions and packing rules (such as stacking and box constraints) to optimize packing. 4. If you use stacking and your products cannot be stacked as expected, this can result in fewer items per box. 5. Review your box dimensions and packaging rules for any constraints that might limit packing efficiency. If these steps don’t resolve the issue, consider scheduling a session with support to analyze your packaging setup and customize settings for improved packing accuracy.

Why does the app split a large order into multiple packages instead of shipping everything in one box based on item weight?

The app splits orders into multiple packages based on the packaging settings, specifically the "Weight-Based Packing" method and the maximum weight limit set per package. Here's why your order was split: 1. Each item has a default weight (in your case, 1.10231 lbs per item). 2. For an order of 60 items, total weight = 60 × 1.10231 lbs = 63.139 lbs. 3. The app setting for maximum weight per package is set to 50 lbs. Since 63.139 lbs exceeds this limit, the system automatically divides the shipment into multiple boxes. 4. It packs approximately up to the max weight per package (around 45 items ≈ 46.6 lbs), and the remaining items (15) go into an additional package. To change this behavior, you can increase the maximum allowed package weight.

Why does the app split the fulfillment into multiple shipments with separate tracking numbers even when products are from the same location?

The app uses Shopify's upgraded fulfillment APIs which require that each tracking number and its associated shipped items be specified separately. This means that when multiple packages are generated for an order, each package will have its own tracking number. As a result, an order that ships in more than one box will be fulfilled with multiple tracking numbers. This behavior is normal and expected, ensuring proper tracking and fulfillment for multi-package shipments. For example, order #31387 was fulfilled with 2 separate packages and thus has 2 corresponding tracking numbers. There is no issue with this process, and no action is required.

Why does the error message "There are no valid services available" appear when creating shipments, and how can I fix it?

The error "There are no valid services available" typically occurs when the shipment configuration or carrier services are not properly set up or recognized by the app. To resolve this issue: 1. Verify that your shipping origin and destination addresses are correctly configured and supported by the carriers integrated with the app. 2. Ensure your carrier accounts are active and properly linked within the plugin. 3. Check that you have enabled the appropriate shipping services for international shipments across Europe in your app settings. 4. Confirm that package dimensions and weights comply with the carrier requirements. 5. If you continue to face issues, schedule a support session through the provided booking link to get personalized assistance with your app setup and shipment configuration.

Why does the FedEx label generation fail with the error "Preferred Service Unavailable" in the Shopify FedEx app, and how can I resolve it?

The error "Preferred Service Unavailable" occurs when the preferred service selected in the app settings is not available for the specific shipment or order. For example, if the preferred service is set to "FedEx International Priority Express" but this service is not applicable for the current shipment, label generation will fail when using the auto-generate label option. To resolve this: 1. Go to the Shopify FedEx app settings. 2. Change the preferred service for International Shipments to a service that is available for your order. 3. Save the settings and try generating the label again. Alternatively, you can bypass the preferred service restriction by using the Single Label Generation process, which allows you to manually select from the list of available services for that specific shipment. You can find detailed instructions for this process here: https://www.pluginhive.com/knowledge-base/setting-up-shopify-fedex-app/?srsltid=AfmBOoqMII4EL_n3Mr9O1sTzlpyjDAOH-VDeFzST98X3KerUP4qwjzXB#auto_manual_label

Why does the label generation in Ship, Rate, Track sometimes show different box dimensions than those assigned in the order?

Label generation uses the currently enabled box profiles in the app, and if a box is disabled or if the dimensions do not exactly match an enabled box, the app might select a different box size for the label. Specifically: 1. If a box assigned in the order (e.g., 17x17x12) is disabled at the time of label generation, the app cannot use it and may substitute a similar box size (e.g., 17x17x10). 2. Always ensure the exact box sizes intended for orders are enabled in the app prior to label generation. 3. Double-check box profiles periodically to prevent unintentional disabling. 4. If boxes change between order placement and label generation, rates and labels may reflect these changes. This process ensures label dimensions correspond exactly to the enabled and selected boxes for each shipment.

Why does the PluginHive app treat a product as a custom product even though it exists in my Shopify product list and is not deleted?

The PluginHive app identifies a product as a custom product if it appears as non-clickable within the order details. Specifically, if clicking on the product name in the order does not redirect to the actual product page in Shopify, the app treats it as a custom product. This distinction occurs regardless of whether the product exists in your Shopify catalog. When considered a custom product, the app cannot automatically fulfill the order or allow editing the package. For clarification on why the product is not clickable despite being present in your Shopify store, you should contact Shopify support, as this behavior pertains to how Shopify manages product links in orders.

Why does the save button do nothing when I try to edit a package, even though I selected the correct package?

If the save button does not respond when editing a package, this is not normal behavior. To resolve the issue, the support team needs to investigate your specific store setup. You should approve the Shopify store collaborator request sent to your store so that the support team can access the store settings and troubleshoot the problem directly. This allows them to identify any configuration or permission issues causing the save button failure and provide a tailored solution.

Why doesn’t the Declared Value column appear in the product CSV export for bulk updates, and how can declared values be updated in bulk?

The Declared Value field is not available in the CSV export for bulk editing. Currently, the Declared Value can only be updated manually by opening each product individually in the app and editing the field. Bulk update of Declared Value via CSV import is not supported at this time.

Why don’t FedEx First and FedEx Economy shipping services appear in the PluginHive app yet?

FedEx First and FedEx Economy are newer services introduced by FedEx, and PluginHive is currently in the process of integrating these services into the app. At this time, these specific services are not available for selection or use in the app. Meanwhile, you can use the existing FedEx Priority and FedEx Priority Express services for your shipments. PluginHive will notify users when these new FedEx services become available in the app through future updates.

Why don’t my product dimensions show after exporting, editing, and reimporting the CSV file?

When you export the product CSV file and add or update dimensions, ensure you actually edit and save the dimension values in the correct columns before reimporting. If the dimensions do not show after import, it usually means the dimension fields in the CSV were not updated or saved properly. To resolve this: 1. Open the exported CSV file in a compatible editor (like Excel or Google Sheets). 2. Locate the correct columns for product dimensions (length, width, height) as per PluginHive’s schema. 3. Enter the dimension values accurately for each product. 4. Save the file in the proper CSV format without altering the structure or column headings. 5. Reimport the updated CSV file through the PluginHive interface. 6. Verify that the import process reports success. 7. Check the product details to confirm the dimensions are now visible. If dimensions still do not appear, recheck the CSV to confirm your edits were saved correctly and columns weren’t modified or deleted during editing.

Why is the "FedEx Priority" shipping service showing as "undefined" or not appearing on the checkout page for Malaysia domestic shipments?

The "FedEx Priority" service is a new FedEx shipping option for Malaysia domestic shipments that is currently not listed in the PluginHive app’s available services. Because it is missing from the app’s service list, it appears as "undefined" during label creation and does not show on the checkout page. The solution is: 1. PluginHive will be updating the app to include the "FedEx Priority" service in an upcoming release. 2. After the update, this service will be recognized by the app, allowing rates to display correctly on checkout and labels to generate without errors. 3. Until then, this service may not appear for customers at checkout despite showing in rate logs. 4. For confirmation and further assistance, contact PluginHive support with your store details and logs.

Why is the estimated shipping time not displaying during manual order creation, and how can I resolve this issue in the app?

The estimated shipping time shown during checkout depends entirely on the FedEx API providing estimated delivery days. If the FedEx API does not return the estimated delivery timeframe, the app will not display it. This behavior is controlled by FedEx, not the app. Therefore, if the estimated delivery window is missing, it means FedEx’s API did not supply that information for those shipments. There is no direct resolution within the app to force display if FedEx does not provide ETA data.

Why is the PluginHive app suddenly selecting FedEx Medium box instead of FedEx Pak for my shipments, even though both packaging options are enabled and were working fine before?

When the app starts selecting FedEx Medium box rather than FedEx Pak despite both being enabled, consider the following: 1. Check if product dimensions are added in the app. If no product dimensions are set, the app uses default dimensions which may be smaller, causing it to select the Medium box if the FedEx Pak volume is comparatively larger. 2. Confirm whether FedEx boxes (Medium or Large) were recently enabled or modified. If yes, try disabling these boxes temporarily to observe whether the FedEx Pak is then selected correctly. 3. Note that the FedEx Pak size has recently been updated to 15.5*12*1.5 inches with a max weight of 5.51 kg, which can affect packaging selection if product volume is now less than the FedEx Pak’s volume, causing the system to pick other boxes. 4. Review any recent changes, such as toggling the “Do You Stack Products” option, which influences how product height aggregates for packing. Although you may have unchecked it later, verify the effect by enabling the option and testing label generation to see if packaging changes accordingly. 5. Generate test shipments after making adjustments to verify which box is auto-assigned and ensure the behavior matches your expectations before processing all orders.

Why is the product weight showing as zero in the exported CSV from PluginHive?

The product weights are showing as zero because the PluginHive export CSV file does not include product weight details; it only contains dimensions and other product information. The app fetches the product weight data live from Shopify, not from the exported CSV. Therefore, even if weights are correctly set in Shopify, they will not appear in the CSV export from the PluginHive app. For accurate product weight, always verify and update the weight values directly in your Shopify store.

Why is the ‘Split’ function unavailable after generating a multi-package shipment with multiple items in a package?

The ‘Split’ function is only available when a package contains a single item. If the package has multiple items, the split option will not be enabled. To generate multiple labels for packages containing more than one item, you need to manually edit the package by adjusting the quantity of items and removing products to create separate packages. This approach effectively allows you to generate individual labels for each package by separating the items prior to label creation.

Why might FedEx be sending KYC or custom emails to end customers that seem inconsistent with the payment settings in the PluginHive app?

FedEx controls the triggering of KYC and custom emails to end customers based on business rules linked to payment terms and other factors. If these emails seem inconsistent with your app settings, possible reasons include: 1. The PluginHive app may be correctly configured, but FedEx’s system is applying additional business logic or timing delays externally. 2. The app itself does not control the content or sending of these FedEx emails; it only passes shipment data according to settings. 3. There may be cases where the shipment data transmitted to FedEx differs due to incorrect field mappings or API data nodes. 4. To resolve this, provide PluginHive support the relevant shipment details and example emails so they can verify the exact data exchanged with FedEx and coordinate further investigation. 5. Additionally, checking with FedEx directly regarding their email triggers and policies can clarify their system's behavior beyond the app’s control.

Why were the indirect signature options not added to labels for orders #10983 and #10917, while other labels had them included?

The indirect signature was correctly passed in the request XML for order #10983, but FedEx's response set the signature option to "SERVICE DEFAULT" instead. This happened because these specific orders were not marked as residential addresses. When an address is not marked residential, FedEx’s system defaults the signature setting rather than applying the indirect signature. It’s recommended to verify with FedEx using the provided XML logs to confirm this behavior.

Will PluginHive make changes directly to my live Shopify theme without my permission during troubleshooting?

No, PluginHive support will not make any changes to your live Shopify theme or store without your explicit prior consent. They will notify you and seek approval before making any modifications.

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Shopify Ship, Rate, and Track for FedEx