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Troubleshooting WooCommerce UPS Plugin

In this article, we will show you how you can troubleshoot WooCommerce UPS Shipping Plugin with Print Label and resolve issues regarding real-time UPS shipping rates, shipping labels and live UPS tracking. It contains all the steps to debug and resolve all the issues you may come across while using this plugin.

Troubleshooting for not Getting Rates at all

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

Enable Shipping: That sounds a bit trivial. But sometimes we forget to select the Enable Real-time Rates checkbox. By default, it is disabled. So this should be your first check. You should select the checkbox in the Admin WooCommerce Settings as shown below:

realtime rates

Weight and Dimensions: UPS shipping carrier uses 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 you enter the Weight and the Dimension of your product in the Product Settings as shown below:

Woocommerce ups troubleshoot

Fallback Field Check: Make sure you enter the numeric value in the field or Keep the Fallback field empty. The Fallback field is as shown below:

Woocommerce ups troubleshoot

Note: Do not enter text in the Fallback field.

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 need to enable Debug option to find the error(s). You can also see the warning(s) through the UPS plugin.

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

Woocommerce ups troubleshoot

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

Woocommerce ups troubleshoot

After enabling the 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 the UPS to know the exact reason for not showing the rates. The cases are explained in the section below.

Shipping Address Error: In case, the customer does not enter the correct postal code, then the UPS will not display the rates. The customer gets a message as shown below:

Woocommerce ups troubleshoot

To know the reason, you need to check the response sent by the UPS as shown below:

Woocommerce ups troubleshoot

From the above response, you can clearly see that the postal code is incorrect. So fix it by clicking on Calculate Shipping on the Cart/Checkout page as shown below:

Woocommerce ups troubleshootAuthentication Error: In Case, the credentials of the UPS are incorrect, then the UPS will not display the rates. You will get a message as shown below:

Woocommerce ups troubleshoot

From this response, you can clearly see that there is a problem with the authorization. Hence, you can enter the correct credentials in the UPS Plugin Settings page as shown below:

Woocommerce ups troubleshoot

Troubleshooting for Correct Rates

The Request is sent to the UPS by the plugin with an Address of source, destination, dimensions of the product, etc. The sample Request to the UPS is as shown below:

Woocommerce ups troubleshootRecheck the ShipTo node (at location 1 in the UPS Request screenshot). According to your requirement, if the recipient address is not correct, you can fix it by navigating to the Cart/Checkout page as mentioned below:

Woocommerce ups troubleshootRecheck the ShipFrom node. According to your requirement, if the Shipper address is not correct, you can fix it by navigating to the UPS Plugin Settings as shown below:

Woocommerce ups troubleshootYou can see the service code for this particular request. According to your requirement, you can enable or disable the service by navigating to the UPS Plugin Settings as shown below:

Woocommerce ups troubleshoot

Similarly, you get the request and response for all the enabled services in the debug mode.

Recheck the Dimensions of the product with units(under Code node). If the product dimensions are not correct according to you, correct it by navigating to the Admin Product settings as shown below:

Woocommerce ups troubleshootRecheck the weight of the product with units (under Code node). You can change the weight of the product according to a requirement by navigating to the Admin Product settings as shown below:

Woocommerce ups troubleshootRecheck if the product is insured or not. In case it is not correct as per your requirement, change it by navigating to the UPS Plugin Settings of the plugin as shown below:

Woocommerce ups troubleshootRecheck for if the Negotiated rates are enabled or not. According to your requirement, enable/disable it by navigating to the UPS plugin settings and correct it as shown below:

Woocommerce ups troubleshoot

Note: If all the information sent to the UPS is valid, you can contact the UPS or go to the UPS site and log in with your credentials. After logging in, enter the same information in the UPS Calculator to get the quote. 

  • UPS Response: You get the Response sent by the UPS with rates for different services. You can see the response to analyze the information sent from the UPS.

Troubleshooting for Print Labels

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

  • Product Existence: Sometimes, we try to print the label for the product that 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 the shipping cost. So make sure you have set the Weight and Dimensions of your products correctly.
  • Service Eligibility: If the selected service in the Admin Order page (shown in the below screenshot) is not available for the particular location/product, you will get the error about service eligibility.

Woocommerce ups troubleshoot

To know details about the available services for the required location/product contact the UPS.

  • Authentication Error: If the authentication information incorrect, you get the error as shown below:

Woocommerce ups troubleshoot

From the above screenshot, you can clearly see that there is a problem with the authorization. Correct it in the settings page as shown below:

Woocommerce ups troubleshoot

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

Last Updated On September 15, 2018

4 thoughts on “Troubleshooting WooCommerce UPS Plugin

  1. Casey says:

    The whole backend of my site was brought down when I uploaded this plugin. I can only see a blank page when I view the “plugins” page. Can you guys help me out?

    • Anindo
      Anindo says:

      Hi Casey,

      We apologise for the problem.
      Can you please raise this as a ticket to support.

      We will surely check and help you.In the ticket, we request you to provide the server log so that our team can check the error and get back to you.

  2. Brian says:

    Woocommerce today said that the UPS app hasn’t caught up with their software. Guys, do you have a solution? We are losing orders by the minute. Here is the error. Please help.

    Fatal error: Call to a member function get_packtype() on null in /home/content/p3pnexwpnas09_data01/55/2688055/html/wp-content/plugins/ups-woocommerce-shipping/includes/class-wf-packing.php on line 155

    • Anindo
      Anindo says:

      Hi Brian,

      Our team has already replied to you via the ticket. There we have provided the UPS version which has the fix.
      Can you please check and confirm?

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