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Hongkong Post Shipping FAQs – Multi Carrier Shipping Label App for Shopify

    Guidance on using Hongkong Post shipping services in Shopify

Questions in this section:

Can I set up an automation in the PluginHive Multi-Carrier Shipping Label app to automatically select Hong Kong Post based on keywords like ‘PO Box’ or ‘Parcel Locker’ in the Street Address field?

Currently, the PluginHive Multi-Carrier Shipping Label app does not support conditional automation that evaluates keywords within the Street Address field. This means you cannot configure the app to automatically select Hong Kong Post or any other carrier based on specific terms like ‘PO Box’ or ‘Parcel Locker’ found in the shipping address. If such specific address-based automation is essential, alternative manual routing or external custom workflow solutions would need to be considered.

Do I need to have both the FedEx version and the Multi-Carrier version of the PluginHive shipping app to use FedEx and other carriers like Hong Kong Post?

No, you do not need to have both separate versions. You can use the PluginHive Multi Carrier Shipping Label app to manage multiple carriers, including FedEx and Hong Kong Post. After installing the Multi Carrier app, you can add your FedEx and Hong Kong Post accounts within the same app interface. This centralized setup allows you to handle shipments for both carriers without needing multiple apps. If you need assistance with app setup, support can provide a Zoom call to guide you through the process.

Does the PluginHive app support HK Post for shipping rates, label generation, and tracking, and can it be integrated with a HK Post account?

Yes, the PluginHive Multi Carrier Shipping Label app fully supports HK Post. It enables you to: – Show HK Post shipping rates at checkout – Generate shipping labels for HK Post – Fulfill orders using HK Post – Track shipments via HK Post tracking links To integrate your HK Post account, you need to provide your HK Post EC Ship Username to the PluginHive team. They will assist you with the setup and configuration to enable HK Post functionality within the app.

How can I add Hong Kong Post as a carrier account in the PluginHive app for use with Shopify?

Hong Kong Post must be added directly within the PluginHive app and not via the Shopify carrier account settings. To add Hong Kong Post: 1. Open your PluginHive app dashboard. 2. Navigate to the carrier account settings inside the app. 3. Add and configure your Hong Kong Post account there to enable shipping label generation and rate calculation. Hong Kong Post does not appear in the native Shopify shipping settings, so all setup must happen within PluginHive for it to function correctly.

How can I add my Hong Kong Post account to PluginHive for shipping integration?

To add your Hong Kong Post account to PluginHive, you need to provide your EC Ship User HKP ID to the PluginHive support team. Once you share this ID, the team will add it to their system and guide you on the next steps for integration.

How can I adjust the HK Post shipping rates shown to customers at checkout to account for small discrepancies or extra charges?

To adjust HK Post shipping rates shown to customers at checkout while still using the original HK Post rates for label generation, use the “Adjust Shipment Price” action in your store’s setup within the PluginHive app. This action adds an adjustment amount on top of the HK Post rates visible to customers during checkout, allowing you to recover minor extra costs without altering the label prices.

How can I choose the cheaper HK Post shipping options for label generation in PluginHive?

To select the HK Post service of your choice for label generation in PluginHive, follow these steps: 1. Access the PluginHive shipping app installed in your store. 2. Navigate to the shipping settings or carrier configuration section. 3. Select HK Post as your carrier. 4. Choose from the available HK Post shipping services, including the cheaper options you prefer. 5. Save your settings and generate a label for a new order to verify the selected service is applied. For detailed visual guidance, you may refer to instructional videos or documentation provided by PluginHive support.

How can I confirm that the shipping rates shown in the app are correct for a specific HK Post transaction?

To verify the accuracy of shipping rates in the app: 1. Identify the package details used by the app, including weight and dimensions from your Shopify product settings. For example, Weight: 1.7 kg, Dimensions: 45x42x34 cm. 2. Use the same “Ship From” and “Ship To” addresses as used by the app. 3. Manually recreate the shipping request on the official HK Post portal using the above details. 4. Compare the rates returned by HK Post portal against the rates shown in the app. If there is a mismatch, capture a full screenshot from the HK Post portal displaying the package details, addresses, and the rates so support can assist in diagnosing the discrepancy.

How can I connect my Hong Kong Post account to the MultiCarrier Shipping Label app without receiving an authentication error?

To connect your Hong Kong Post account, you need to register your EC Ship Username with PluginHive. Follow these steps: 1. Share your EC Ship Username with PluginHive support so they can register it in their system. 2. Once registered, you will receive an approval email from Hong Kong Post at your registered email ID. 3. Approve the request from Hong Kong Post to activate your account connection. 4. After approval, you will be able to add your Hong Kong Post account to the PluginHive MultiCarrier Shipping Label app without authentication errors.

How can I prevent HK Post shipping options from appearing for jewellery products when shipping internationally using the PluginHive app?

To restrict HK Post shipping options for jewellery products to any international address in the PluginHive app, you need to update the rate automation (shipping) rules specifically for HK Post: 1. Access the PluginHive app dashboard and navigate to App Settings -> Shipping Rates -> Rate Automation. 2. Edit the HK Post international shipping rule. 3. Within this rule, configure it to exclude jewellery products by filtering based on product type, tags, SKUs, or collections associated with jewellery. This ensures no HK Post rates show for these products internationally. 4. Save the changes to update the automation rules. 5. Perform a test checkout with jewellery items to confirm that no HK Post shipping options appear. If manual intervention is needed, PluginHive support can update these rules on your behalf as demonstrated—confirming the change is effective by testing the checkout process for jewellery products.

How can I prevent HK Post shipping rates from showing only to US customers while still allowing other customers to see these rates?

To hide HK Post shipping rates exclusively for US customers in the PluginHive app: 1. Disable the automation rule where the criteria is “Shipping Zone == e-Express Shipping (<2Kg) to United States.” 2. Update the “Auto Rule For Hongkong Post” by adding or modifying the rule criteria to “Shipping Zone != e-Express Shipping (<2Kg) to United States.” This setup ensures HK Post rates are not shown to US customers but remain visible to others.

How can I remove HK Post shipping options from specific product categories, such as jewellery, to prevent restricted items from showing HK Post rates?

To restrict HK Post shipping options for certain product categories like jewellery, follow these steps: 1. Open the PluginHive app dashboard and navigate to the “Shipping Rules” or “Automation Rules” section where shipping methods are filtered or assigned based on product attributes. 2. Identify or create a rule that includes/excludes products by SKU, product type, tag, or collection. For example, you can create a rule to exclude jewellery items based on their product type or tags. 3. Configure the rule so that HK Post shipping methods are disabled or hidden when the order contains any of these excluded products. 4. Save the changes and run a test checkout with jewellery items to verify that HK Post options no longer appear. If your previous settings excluded HK Post for jewellery but it is now appearing, it may be necessary to review and update the rules because recent app updates or automation edits might have reset or overwritten them. Unfortunately, there is no dedicated tutorial within the app, but contacting PluginHive support or referring to any available “Automation Rules” documentation can assist in setting up these filters yourself.

How can I remove the Hong Kong Post carrier account from my PluginHive app?

To remove the Hong Kong Post account, follow these steps: 1. Open the PluginHive app and go to **App Settings**. 2. Select **Carriers** from the menu. 3. Click on **Hong Kong Post** from the list of configured carriers. 4. Disable the **Active** option for the Hong Kong Post carrier. 5. Click on **Remove & Archive** to delete the account from your app profile. After removal, you can add new carriers such as UPS without encountering plan limit issues.

How can I resolve the “EC-Ship account has been cancelled” error when registering my EC Ship account with Hong Kong Post on PluginHive?

To resolve the “EC-Ship account has been cancelled” error: 1. Contact your Hong Kong Post account manager directly to verify your account status. 2. Ensure your EC Ship account is active and has not been cancelled. 3. If the account is cancelled, request account reactivation or assistance from Hong Kong Post support. 4. Once confirmed active, retry the integration process on PluginHive. This error indicates your account may be deactivated on Hong Kong Post’s end, so account activation is required for successful integration.

How can I set up my PluginHive app for overseas shipping using Hong Kong Post?)

To set up your PluginHive app for overseas shipping with Hong Kong Post, you can schedule a personalized onboarding session to guide you through the configuration process. The process is as follows: 1. Book a free onboarding call via Zoom with a PluginHive expert who will provide screen-share assistance tailored to your shipping needs. 2. Respond to the support email to arrange a convenient time for the call, or directly book a slot using the appointment link provided by PluginHive. 3. During the call, the specialist will help you configure your PluginHive settings for overseas shipping, including carrier selection, shipping rules, and label generation specific to Hong Kong Post. 4. After the session, you will be able to manage and fulfill your international shipping orders smoothly through the app. This personalized support ensures your PluginHive app is correctly configured for Hong Kong Post shipments, making overseas shipping setup straightforward and efficient.

How can I stop using the Hong Kong Post Air Registered Mail service in PluginHive?

To stop using the Hong Kong Post Air Registered Mail service, you need to remove it from both the rate and label automation rules within the PluginHive app. Here are the steps: 1. Access the PluginHive dashboard and navigate to the automation rules section. 2. Identify any rules related to Hong Kong Post’s Air Registered Mail service affecting shipping rates and label generation. 3. Remove or disable these rules to prevent the service from being selected or offered during order processing. 4. Save the changes and test by creating a shipment to ensure the Air Registered Mail option is no longer applied. Additionally, a video tutorial is available demonstrating this process for reference.

How can I update the customs value (product price) for orders shipped via Hongkong Post carrier using the PluginHive app?

To update customs values for Hongkong Post shipments in the PluginHive app, you can use the new feature designed for quick editing of packaging information and product price: 1. Navigate to the Order Grid in the PluginHive app dashboard. 2. Use the order search function to locate the specific orders you want to modify. 3. Click on an order to view its details. 4. Edit the customs value/product price field directly within the order details area. 5. Use the navigation buttons to move through orders consecutively and update values as needed. This process provides a fast and efficient way to manually adjust the customs value per order without needing to enter each order separately elsewhere.

How can I verify if my Hong Kong Post account has been successfully added to PluginHive?

To confirm the addition of your Hong Kong Post account: 1. Attempt to add your HK Post account ID (e.g., the registered email) in the PluginHive integration portal. 2. Once added, a success message or confirmation should appear indicating the account has been linked. 3. If unsure, contact PluginHive support to verify the account linkage. They may also perform a test connection and confirm success via email or a call. A successful addition means you can proceed with further configuration and testing.

How can I verify that Hong Kong Post shipping services and rates are correctly set up and showing in the PluginHive app?

To verify the setup: 1. Ensure your HKP account has received approval and is added in PluginHive. 2. In PluginHive, go to App Settings -> Automation -> Setup -> HK Post Rule, and review which services are enabled. 3. Place a test order in your store. 4. In the PluginHive app, click on the Order Number for that test order to see the live shipping services and rates fetched for Hong Kong Post. If all services and rates are visible and accurate, your setup is correct. If not, adjust your HK Post Rule settings or contact PluginHive support for assistance.

How can I verify that the shipping rates shown for HK Post in the PluginHive app are correct for a specific shipment?

To confirm the accuracy of HK Post shipping rates shown in the PluginHive app, follow these steps: 1. Identify the exact package weight and dimensions configured for the product in your Shopify store (e.g., weight: 1.7 kg, dimensions: 45x42x34 cm). 2. Note the “Ship From” and “Ship To” addresses used by the app when quoting rates. 3. Enter these exact details manually on the official HK Post portal and generate a shipping quote. 4. Compare the rates obtained from the HK Post portal with the rates shown in the PluginHive app. If you encounter discrepancies, capturing a full screenshot from the HK Post portal including package details, addresses, and returned rates will help PluginHive support investigate the issue. This comparison ensures transparent verification of shipping costs and aids in troubleshooting rate inconsistencies.

How do I configure rules, packaging settings, and product details in the PluginHive app for Hong Kong Post integration?

After connecting your Hong Kong Post account in the PluginHive app, follow these steps: 1. Configure shipping rules according to your specific requirements within the app’s settings. 2. Set up packaging preferences to define how products will be packed for shipments. 3. Update your product details such as weight and dimensions accurately to ensure correct shipping rates. 4. Test the configuration by checking shipping rates at checkout to verify correct setup. If you face any issues or have queries during the setup, you can reach out to PluginHive support for assistance.

How do I get live shipping rates from Hong Kong Post on my Shopify store using PluginHive if I am on the Basic Shopify plan?

Shopify’s Basic plan does not support “Carrier Calculated Shipping,” which is required for showing live shipping rates at checkout through PluginHive. To enable live shipping rates: 1. Upgrade your Shopify store to the Shopify plan or any higher plan. 2. Enable the “Carrier Calculated Shipping” feature by contacting Shopify support. Until then, with the Basic plan, you can still use PluginHive for creating shipping labels and processing orders but live shipping rates will not display automatically at checkout.

How do I resolve the “EC-Ship account has been cancelled” error when trying to register my EC Ship account with Hong Kong Post on PluginHive?

To resolve the “EC-Ship account has been cancelled” error during EC Ship account registration with Hong Kong Post, follow these steps: 1. Contact your Hong Kong Post account manager directly. 2. Verify the status of your EC Ship account to ensure it is active and not cancelled. 3. If the account has been cancelled, request reactivation or assistance from Hong Kong Post support. 4. Once confirmed active, proceed with the integration again on PluginHive. This error indicates that your account may have been deactivated at Hong Kong Post, and it must be active to complete the integration successfully.

How do I resolve the “online authorization amount” error related to Hong Kong Post in PluginHive when generating shipping labels?

This error occurs because the payment method setting for Hong Kong Post is configured incorrectly, specifically set as “Counter Payment” which does not provide the required online authorization amount. To resolve this: 1. In your PluginHive app, navigate to **App Settings > Carriers > Hong Kong Post**. 2. Expand the **Other Details** or **Other Settings** section. 3. Locate the **Payment Method** or **payFlag** parameter. 4. Change the payment method from “Counter Payment-CO” to the correct payment method as required by Hong Kong Post. 5. Refer to the official Hong Kong Post documentation or the payment method parameter table provided by Hong Kong Post to choose the appropriate payment method parameter value. 6. Save the updated settings. 7. Process a new shipment order to generate a label and verify the issue is resolved with Hong Kong Post. This ensures the shipment request includes the correct payment method and the associated online authorization amount, enabling successful label generation and carrier processing.

How should I proceed if PluginHive’s support is unable to get a response from HK Post regarding missing shipping rates for an order?

If PluginHive support has repeatedly followed up with the carrier (HK Post) without obtaining a response regarding missing shipping rates, you should: 1. Reach out directly to your contact person or account manager at HK Post to escalate the issue. 2. Provide them with specific order details, such as the order number, date, and the fact that the shipping rates are not being returned when the order price is zero. 3. Request clarification on whether HK Post supports shipment rate calculations for zero-priced orders and if any configuration changes or exceptions are required. 4. Coordinate with PluginHive support to supply any technical logs, API request details, or error messages needed for HK Post’s troubleshooting. 5. Explore if HK Post offers alternative APIs or rate calculation methods for gift or discounted orders. 6. Meanwhile, consider temporary adjustments such as adding a nominal charge or using a different shipping method/carrier to ensure orders can be processed without rate issues. This approach will help escalate the matter efficiently and obtain carrier-specific guidance on handling zero-value custom orders.

How was the additional HK Post shipping services option enabled in the PluginHive app for checkout?

Additional HK Post shipping services can be enabled in the PluginHive app by updating or creating automation (shipping) rules that specify which HK Post service options appear at checkout. This involves: 1. Accessing the Automation Rules section in the PluginHive app dashboard. 2. Editing the existing rule for HK Post or creating a new one to include additional service codes such as Speedpost, Land Parcel, or Air Parcel based on product weight, dimensions, and shipping routes. 3. Saving the rule, ensuring it correctly maps the services you want to display to your products. 4. Testing checkout to confirm that the new shipping services are visible to customers. This setup allows you to customize which HK Post shipping options are available based on your product parameters and business preferences. Unfortunately, detailed step-by-step tutorials are not readily available in the app, so contacting support or accessing PluginHive’s knowledge base is recommended for guidance on rule configuration.

Is it possible to configure Delivery Duty Paid (DDP) terms for HK Post shipments in the PluginHive app?

The PluginHive app currently does not have a “Terms of Sale” option for HK Post to enable DDP settings. According to HK Post’s official guidance, recipients are generally notified separately for any duties or taxes owed. For detailed clarification or specific requirements, you should reach out directly to HK Post.

Is it possible to display estimated delivery times for HK Post shipping options in the PluginHive app, similar to how FedEx shows delivery times? If not, how can I disable slow services like Surface Parcel to avoid customer complaints?

Currently, the PluginHive app does not support displaying estimated delivery times for HK Post shipping options within checkout by default. To manage this and avoid customer concerns over slow delivery methods like Surface Parcel, you have two options: 1. Disable or hide specific HK Post services that have long delivery times by setting up automation or shipping rules within the app to exclude those services from checkout (e.g., Surface Parcel). This requires creating a rule filtering out HK Post service codes corresponding to slower methods. 2. If you want to display delivery times as part of product or shipping information on your storefront, you would need to customize your Shopify store’s theme or use an app that supports delivery time estimates, as PluginHive does not inject this data automatically. To remove unwanted HK Post services from checkout: – Go to the PluginHive app Shipping Rules or Automation Rules section. – Locate the rule currently enabling HK Post services. – Modify the rule to exclude slow delivery services by their service names or codes. – Save changes and test checkout to confirm those services no longer display. This approach prevents customers from selecting slower methods that could lead to dissatisfaction.

Is it possible to remove and re-import an order in PluginHive to regenerate a Hong Kong Post label?

Removing and re-importing an order is not a supported or recommended workflow in the PluginHive app. Once an order is imported and a label is generated, the following applies: – The order remains within the system for tracking and fulfillment purposes. – To generate a new label for the same order when using Hong Kong Post (which does not allow label cancellation), you have two options: 1. Create a completely new test order and generate the label anew. 2. Contact Hong Kong Post to cancel/refund the existing label. Then, PluginHive support can manually reset the order status to ‘Processing’, allowing you to generate a new label via the app for that order. You should coordinate with PluginHive support if you choose the manual status reset option.

Is there a plugin that automatically updates the Hong Kong Post tracking number to Shopify orders without manually entering the tracking link each time?

Yes, PluginHive’s app can automatically update the Hong Kong Post tracking number to your Shopify orders without manually entering the tracking link. To enable this: 1. Use the app to generate your Hong Kong Post shipping labels. 2. After a label is created, go to the app’s “All Orders” page. 3. Find the order with the status “Label Created.” 4. Click the “Mark As Fulfilled” button for that order. 5. This action changes the order status from “Label Created” to “Fulfilled” within the app. 6. Once fulfilled in the app, your Shopify order is automatically marked as fulfilled, and the tracking number is updated and visible on the Shopify order details. Important notes: – Do not manually fulfill the order in Shopify before marking it fulfilled in the PluginHive app. – Following this process ensures tracking details are automatically sent to your customers without needing to manually input the Hong Kong Post tracking link.

What shipping services are currently available for Wake Island with HK Post through PluginHive?

Shipping services to Wake Island via HK Post are currently limited. According to HK Post, all services are temporarily disabled except for the Surface Parcel service. Therefore, when shipping to Wake Island, you must use the Surface Parcel option to process orders. It’s important to inform merchants and customers about this restriction to avoid delivery issues.

What should I do if adding my Hong Kong Post EC Ship User ID to PluginHive results in an “invalid ID” error?

If PluginHive returns an “invalid EC Ship User HKP ID” error when trying to add your Hong Kong Post account, follow these steps: 1. Verify that the EC Ship User HKP ID you provided is correct. 2. Contact your Hong Kong Post Account Representative directly to confirm or obtain the accurate EC Ship User HKP ID. 3. Once you have the correct EC Ship User HKP ID, share it again with PluginHive support to complete the integration process.

What should I do if I want to share error screenshots with Hong Kong Post support to identify issues with PluginHive integration?

To share error screenshots effectively: 1. Attach the screenshot of the error message in an email to Hong Kong Post support. 2. If email attachments fail, provide a direct link to the screenshot hosted on a secure cloud storage platform (e.g., Google Drive). 3. For security reasons, avoid sending full-page screenshots via email if sensitive information is present; instead, consider scheduling a video call (Zoom or Google Meet) to share the screen live with support. This approach helps the support team identify and troubleshoot the problem more efficiently.

What should I do if none of the Hongkong Post services work for generating shipping labels for an order containing multiple quantities?

If all Hongkong Post services fail to work for an order with multiple quantities: 1. Manually try changing the carrier and selecting different service options within the app via the “Change Carrier and Service” feature. 2. If changing services still does not help, edit the shipment packaging so that each quantity is packed separately in individual boxes. Generate labels for each box individually. 3. If the issue persists, you can grant plugin support collaborator access to your store so they can investigate and attempt generating the labels on your behalf. This may involve reprocessing the order within the app. This stepwise approach addresses both carrier service restrictions and potential app-related order-product mapping issues.

What steps should I take if I want to completely disable HK Post rates for US customers due to tariff or duties concerns?

To completely disable HK Post rates for US customers: – Locate and disable the automation rule specific to HK Post with the criteria targeting US shipping zones, such as “Shipping Zone == e-Express Shipping (<2Kg) to United States.” – Adjust any related HK Post automation rules to exclude US shipping zones by setting criteria like “Shipping Zone != e-Express Shipping (<2Kg) to United States.” This will prevent HK Post shipping options from appearing for US customers during checkout.

What support options are available for setting up and troubleshooting PluginHive’s Hong Kong Post integration?

Support options include: 1. Email correspondence with PluginHive and Hong Kong Post support teams for sharing information and error details. 2. Scheduled calls (Zoom or Google Meet) to demonstrate errors or walk through the integration and configuration steps live. 3. Direct communication with PluginHive support representatives to guide setup, configure shipping rules, packaging, and product details. 4. Access to troubleshooting instructions and confirmation messages to verify account linkage and resolve common errors. Utilize these support channels to expedite issue resolution and ensure smooth integration.

When using the PluginHive app with HK Post, will the tracking number link on Shopify redirect customers to the correct HK Post tracking page?

Yes, when you generate tracking numbers through the PluginHive app for HK Post shipments, clicking the tracking link on Shopify will correctly redirect customers to the HK Post tracking website. This ensures that your customers do not see incorrect third-party postal sites like Post NL or Italian Post.

Where can I configure or update the payment method for Hong Kong Post in PluginHive?

You can configure or update the payment method for Hong Kong Post within the PluginHive app by following these steps: 1. Log into the PluginHive app and navigate to **App Settings**. 2. Select **Carriers** from the settings menu. 3. Choose **Hong Kong Post** from the list of carriers. 4. Expand the **Other Details** or **Other Settings** section to access additional carrier-specific fields. 5. Locate the **Payment Method** (payFlag) field. 6. Select the desired payment method as per Hong Kong Post’s supported payment parameters. 7. Save your changes. This configuration ensures that your shipment requests include the correct payment method value required by Hong Kong Post for label generation and order submission.

Why am I seeing different shipping rates and limited shipping service options for Hong Kong Post in PluginHive compared to other apps like Easyship?

PluginHive allows you to control which Hong Kong Post services are available and visible in your store through its app settings: 1. Navigate to App Settings -> Automation -> Setup -> HK Post Rule. 2. By default, “All services” might be selected. You can customize this by selecting only specific international services to display. 3. After adjusting these service selections, you will see the corresponding rates for those selected services in your orders. To view the available services and rates for an order, click on the Order Number inside the PluginHive app. This customization helps you tailor the shipping options but requires manual setup to match the range and prices seen in other apps.

Why am I unable to generate a shipping label for an order with multiple quantities using “Hongkong Post – Local Courier Post” service, and how can I resolve this issue?

The “Hongkong Post – Local Courier Post” service does not support shipments containing more than one product or quantity in a single package. This results in an error indicating that the quantity cannot exceed one. To resolve this issue, you can: 1. Use a different carrier or shipping service that supports multi-product shipments within the PluginHive app. 2. Alternatively, split your package into separate boxes, each containing only one product quantity, and generate individual shipping labels for each box using the same service. 3. If unsure which service supports multi-product shipments, try changing the carrier and service options in the app by selecting the order and clicking on “Change Carrier and Service.” This approach ensures compliance with carrier restrictions and successful label generation.

Why are certain Hong Kong Post services like Ordinary Letter/Packet, Bulk Air Mail, and Periodicals not appearing at checkout?

These specific Hong Kong Post services do not include tracking IDs. The PluginHive app supports and passes only carrier services that provide tracking numbers to ensure order tracking. Therefore: – Services without tracking numbers (e.g., Ordinary Letter, Bulk Air Mail, Periodicals) will not show at checkout. – Only services with valid tracking IDs supplied by the Hong Kong Post API are available for selection and checkout.

Why can’t I add Wake Island as a country in the PluginHive app when setting up shipping zones, and how does this affect shipping with HK Post and e-Express service?

Currently, the PluginHive app does not list Wake Island as a separate country in the shipping zones, which prevents mapping the service to e-Express via EC-Ship for Wake Island shipments. Shopify groups Wake Island under “US Outerlying Islands,” but HK Post considers Wake Island as a distinct country for their shipping classifications. This discrepancy means you cannot configure specific shipping rules for Wake Island in the app at this time.

Why can’t I cancel a Hong Kong Post shipping label or revert an order status to regenerate the label in the PluginHive app?

Hong Kong Post’s API does not allow cancellation of shipping labels once generated through the app. Consequently: – You cannot cancel a Hong Kong Post label from within the PluginHive app. – The app will not allow reverting the order back to the ‘Initial’ state to regenerate the label for that order if already created. For cancellation or refunds on Hong Kong Post labels, you must: – Log in directly to your Hong Kong Post account on their website and request label cancellation. – Contact Hong Kong Post customer support to arrange refunds. For UPS labels, label cancellation is possible within the app only if the order is in the ‘Label Created’ status.

Why can’t I see my HK Post shipping rates at checkout when using the PluginHive Shipping Label app?

To display calculated shipping rates (such as HK Post) at checkout through Shopify apps, your store must have the ‘Carrier Calculated Shipping’ feature enabled. This is a Shopify requirement and not related to the PluginHive app itself. To enable this feature, please contact Shopify support for assistance. Once enabled, the live shipping rates from PluginHive will appear at checkout.

Why does the PluginHive app show “authentication failed” when adding my newly created Hong Kong Post (HKP ID / EC-SHIP) account, and do I need to change my account type to get authentication to work?

The “authentication failed” error commonly occurs when the Hong Kong Post (HKP) account is not yet approved or fully activated in PluginHive’s system. After you provide your HKP ID / EC-SHIP Username, PluginHive’s team adds the account to their system. You will then receive an approval email from Hong Kong Post on your registered email address. You must approve this email first before you can successfully add your account to the PluginHive app. Changing your account to a permit or other types is not required for authentication. If the approval step is pending, authentication will fail. Ensure you promptly respond to the approval email from HK Post to enable smooth integration.

Why does the shipping fee for HK Post shown in the app differ from the rates quoted directly on the HK Post portal, and how can I ensure the app’s rates are accurate?

The shipping fee discrepancies arise because the app and HK Post portal independently calculate rates based on the input package details and addresses. To ensure accurate rates in the app, perform the following checks: 1. Confirm that the product weight and dimensions recorded in your Shopify product settings exactly match those used when calculating rates on the HK Post portal. Discrepancies here can alter pricing. 2. Verify that the “Ship From” and “Ship To” addresses are identical between the app and the HK Post portal. Differences can affect rate calculation. 3. Use these exact data points (weight, dimensions, addresses) to manually recreate the shipping request on the HK Post portal and compare the returned rates. 4. If the app’s rates remain higher, take a full screenshot of the HK Post portal showing your freight details and quoted prices and provide it to support for further diagnosis. This process ensures that the PluginHive app is pulling and displaying the correct shipping fees specific to your account and shipment details.

Why is the app only returning one shipping option for HK Post when I expected multiple options like Speedpost, Land Parcel, and Air Parcel?

The app fetches HK Post shipping rates based on the product data configured in your Shopify store and app, specifically using the product’s weight and dimensions (e.g., 1.7 kg and 45x42x34 cm). The number of shipping options shown depends on what the HK Post API returns for those exact package details and addresses. If only one option appears, it likely means the other services (Speedpost, Land Parcel) are not available or compatible with the given weight, dimension, or route as per HK Post’s current API response. To verify, use the same package details in both the app and HK Post portal to cross-check available services. Make sure your product’s weight and dimension are accurate and correctly set in Shopify and the app.

Why is the shipping fee for HK Post in the app higher than the rate quoted directly on the HK Post portal?

The app calculates shipping fees by pulling your account’s specific rates via the HK Post API using your product’s weight, dimensions, and addresses. Price differences can occur due to discrepancies in these inputs—such as weight or dimension settings between the app and your HK Post portal calculations. To resolve this: 1. Confirm that the package weight and dimensions in your Shopify store and app exactly match those used on the HK Post portal when you calculate rates. 2. Ensure the “Ship From” and “Ship To” addresses are identical in both places. 3. Reproduce the shipping transaction on the HK Post portal using these exact details. 4. Compare the quoted rates and if the app rates are still higher, provide a screenshot of the HK Post portal showing all relevant details and the returned rates for further investigation.

Why is the shipping rate not being provided by HK Post for a custom Shopify order with fully discounted (zero-priced) products imported into PluginHive?

When a custom order created in Shopify has a total price of zero (fully discounted or gifted), the PluginHive app imports the order but may fail to retrieve shipping rates from the carrier, in this case, HK Post. This happens because the app sends the order details to HK Post for rate calculation, but HK Post does not return a shipping rate and also does not provide a clear error message. To address this issue: 1. Confirm that all products in the order exist in the PluginHive app and are correctly mapped. 2. Understand that if the order amount is zero, some carriers like HK Post may not return shipping rates due to internal processing logic. 3. Since the PluginHive support team has already reached out to HK Post without a response, it is recommended that you contact your HK Post representative directly to inquire about their policies or technical reasons behind the missing rates for zero-priced orders. 4. If your HK Post contacts require any technical details or data from the PluginHive side, ask PluginHive support to provide the necessary information. 5. Meanwhile, consider alternative workarounds such as applying a minimal charge or using a different shipping carrier that supports zero-priced shipments if this situation is common in your store.

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