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Troubleshooting WooCommerce Canada Post Plugin

In this tutorial, we will show you how to troubleshoot WooCommerce Canada Post Shipping Plugin with Print Label in case you are having trouble with getting real-time Canada Post Shipping Rates, print shipping labels and tracking your orders from your WooCommerce store. It is a complete guide to solve all the issues you face while using the plugin.

Troubleshooting for not Getting Rates at all

If you are not getting rates at all, then there might be some reasons for not fetching real-time shipping rates from Canada Post APIs. The list of reasons is as given below:

  • Enable Shipping: That sounds a bit trivial. But sometimes we forget to select Enable shipping checkbox. By default, Enable Shipping is disabled. So this should be your first check. You must enable shipping at two places.
    1. You should select the checkbox at WooCommerce Settings as shown below:Enable Canada Post
    2. You should also select the checkbox at Canada Post Plugin Settings as shown below:Enable shipping methods
  • Weight and Dimensions: Canada Post shipping carrier use the weight and the dimensions of your product (Length, Width & Height) to calculate the shipping cost (besides using the origin and destination address). So make sure that you enter the Weight and the Dimension of your product in Admin Product Settings as shown below:Product weight and dimensions

If you have done the above basic checks and still not getting rates, then you must enable debug mode to get exact reason for not getting rates.

Debug Mode

If you are not getting proper rates( lesser or higher than expected), not getting all the available shipping options, not getting rates at all or not getting Print Labels, then you enable Debug option to find the error(s). You can also see the warning(s) by WooCommerce Canada Post plugin.

By enabling debug mode, you can trace issue using log. You can see information about debugging at the top of Cart and Checkout page. Select the Debug checkbox in Canada Post Plugin Settings to enable debug mode as shown below:

Canada post debug mode

Note: To enable debug mode, first you need to enable Shipping Debug Mode by navigating   to WooCommerce > System Status as shown below:

Shipping Debug mode

After enabling debug mode, add a product to cart. Go to the checkout page to see the debugging information. Ensure that you have entered a proper shipping address. If you are not getting rates at all, then you need to check the response sent by Canada Post to know the exact reason for not showing the rates. Two cases are explained in the below section.

  1. Shipping address Error: In case, the customer does not enter the correct postal code, then Canada Post does not display the rates. The customer is shown the message as shown below:ErrorTo know the reason, you need to check the response sent by Canda Post as shown below:Canada post responseFrom the above response, you need to check the recipient, shipper address. So correct recipient address by clicking on Calculate Shipping in Cart/Checkout page as shown below:

    Address in the cart page

  2. Authentication Error: In Case, credentials of Canada Post are not correct, then Canada Post does not display the rates. You are shown the message as shown below:Canada Post response2From this response, you can clearly make out that authorization is a problem. So you can enter the correct credentials in Canada Post Settings page as shown below:Canada post settings
  3. Weight Error: In Case, the weight of the product is not correct, then Canada Post does not display the rates. You are shown the message as shown below:Weight missing error

Troubleshooting for Correct Rates

The Request is sent to Canada Post by the plugin with Zip code for the source, destination, and dimensions of the product. The sample Request to Canada Post is as shown below:

Canada post request

      1. Recheck weight of the product with units (at location in the Formatted Canada Post Request screenshot). Product Weight gets converted to Kilogram and passed to Canada Post API. In the above request, the weight is in Kilogram. You can recheck the weight of the product by navigating to admin Product setting as shown below:Enter weight and dimensions
      2. Recheck Dimensions of the product with units. Product Dimensions gets converted to the centimeter and passed to Canada Post API. In the above request, the dimensions are in Centimeter. If box dimensions are not correct according to you, add the box with the required dimension  by navigating to Admin Product settings as shown below:

        Enter dimensions

      3. Recheck if the product is insured or not. In case it is not correct as per your requirement, change it by navigating to Canada Post Plugin Settings as shown below:

        Additional options

      4. Recheck if the signature is needed at the time of delivery. In case it is not correct as per your requirement, change it by navigating to Canada Post Plugin Settings as shown below:

        Signature

      5. Recheck origin-postal-code value. According to your requirement, if it is not correct, you can correct it by navigating to Canada Post Plugin Settings as mentioned below:Origin postcode
      6. Recheck customer-number and contract-id value. According to your requirement, if it is not correct, you can correct it by navigating to Canada Post Plugin Settings as mentioned below:

        Customer options

      7. Recheck for zip-code value under Destination node. According to your requirement, if it is not correct, you can correct it by navigating to cart/checkout page as mentioned below:Check the address

Note: If all the information sent to Canada Post is valid, you can contact Canada Post. Or you can go to the Canada Post site and log in with your UserID. After login, enter the same information in Canada Post Calculator to get the quote. 

  • Canada Post Response: You get the Response sent by Canada Post with rates for different services. You can see the response(XML code) in a formatted way so that you can easily analyze information sent from Canada Post.

Troubleshooting for Print Labels

If you are not able to print labels, then it could be because of a reason listed below:

    • Product Existence: Sometimes we try to print the label for the product which is removed from the shop. So check if the product still exists in your shop.
    • Weight and Dimensions: While printing labels, the weight and dimensions are needed to calculate shipping cost. So make sure that you have properly set the Weight and Dimensions of your products.
    • Service Eligibility: Select a valid service for your shipment from the Preferred Service drop-down list (shown in the below screenshot). If the selected service is not available for the particular location/product, you will get the error about service eligibility at the top of the page.Canada Post shipping servicesTo know details about the available services for required location/product contact Canada Post.
    •  Authentication Error: If the authentication information like Merchant username, Merchant password, Customer number, or Contract number is not correct, you get the error as shown below:Shipment error

      From the above message, you can clearly make out that authorization is a problem. Correct it in the Canada Post plugin settings page as shown below:

      API

Debug Mode

If you are facing issues with label printing, enable Debug option in Canada Post Plugin Settings to find the error(s).

  • Authentication Error: If the authentication information like Merchant username, Merchant password, Customer number, or Contract number is not correct, you get the error as shown below:DebugFrom this response, you can clearly make out that authorization is a problem. Correct it in the settings page as shown below:correct API

If it is still If still not working, please contact the PluginHive support team. We will help you to troubleshoot any issue.

Last Updated On September 15, 2018