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Sendle Shipping FAQs – Multi Carrier Shipping Label App for Shopify

    FAQs on Sendle shipping services and automation in Shopify

Questions in this section:

Can I add different handling fees for Sendle and Australia Post shipping methods within PluginHive?

Yes, you can add handling fees for Sendle, Australia Post – Parcel Post, and Australia Post – Express Post separately within the PluginHive app. To do this: 1. Go to the app and navigate to Settings > Shipping Rates > Rate Automation. 2. Edit the auto rule corresponding to the specific carrier (e.g., Sendle). 3. Select the ‘Add Flat Rate’ option under Action Details and enter the desired handling fee amount (e.g., $9 for Sendle). 4. Create separate auto rules for different Australia Post services (Parcel Post and Express Post) and add the respective handling fees (e.g., $15 for Parcel Post, $16 for Express Post). 5. Save each rule to apply the changes. This setup allows you to configure distinct handling fees per carrier or service within the app.

Can I configure the app to use different carriers based on the volumetric size limits, for example, to avoid using Sendle if cart volume exceeds 100L?

While the app calculates package weight and dimensions per order, the specific selection of carriers based on volumetric size requires configuring your carrier shipping rules. The app currently supports packing based on maximum package weight settings (e.g., max 25 kg per package) and handles splitting orders into multiple packages as needed. You can adjust max package weight under App → Settings → Shipping → Packing. For volume limits, you can customize Rates Automation rules to prioritize carriers or block services when certain conditions are met, allowing you to exclude Sendle for orders exceeding its volumetric limits. If you need help setting up these rules, contact support with details of your carrier policies.

Do I need to create duplicate shipping rules for Australia Post that mirror my Sendle rules when adding the $13.95 surcharge and applying discounts?

Yes, you should create separate but equivalent shipping rules for Australia Post services similar to those you have for Sendle. This means: 1. Duplicate each Sendle rule for Australia Post with matching conditions (e.g., order value, destination). 2. In Australia Post’s rules, add the $13.95 flat fee surcharge under Action Details. 3. Include any applicable discounts or adjustments (e.g., subtract 50%) according to your promotion or pricing strategy. This ensures both carriers’ rates are calculated consistently and can be properly compared at checkout.

Does adding the IOSS number in PluginHive cause the IOSS to print on the Sendle shipping label?

No. The IOSS number added in PluginHive is included only in the API data sent to Sendle. The actual label generated and provided by Sendle determines whether to display the IOSS number or not. Typically, the IOSS number is passed in the shipment data but is not printed on the physical label itself. Always verify by generating a new label after inputting the IOSS number.

Does PluginHive Multicarrier update the ‘shipment_status’ field in Shopify when a package is delivered using the Sendle carrier in Australia?

No, PluginHive Multicarrier does not update the ‘shipment_status’ field in Shopify after the order is marked as fulfilled. When you generate a shipping label and mark the order as fulfilled, Shopify is updated with the tracking number at that time. Subsequently, the app sends live tracking updates to the customer externally, but the order status or tracking status within Shopify itself is not updated further. Therefore, the ‘shipment_status’ field in Shopify will remain unchanged after fulfillment.

Does the PluginHive Multi Carrier Shipping Label app include carrier accounts like Australia Post or Sendle, or do I need to have my own accounts with each carrier to use the app?

To use the PluginHive Multi Carrier Shipping Label app, you must have your own account with each carrier you want to use (e.g., Australia Post, Sendle). The app does not provide carrier accounts by default. You need to integrate your individual carrier accounts into the app. Once integrated, the app allows you to: 1. Show shipping rates from your carriers at checkout. 2. Generate shipping labels for orders. 3. Create pickup requests. 4. Manage order fulfillment and tracking. You can start by signing up for a carrier account, then linking it within the app to access these features. The app also offers a 14-day free trial to test if it suits your business needs. For more details, visit the product page on PluginHive’s website.

Has the issue with incorrect multiple package rates for Sendle shipments been resolved, and how can I verify it?

Yes, the PluginHive app has been updated to resolve the problem with incorrect shipping rate calculations for multi-parcel Sendle shipments. To verify the fix: 1. Create new orders that require multiple parcels according to your packaging setup. 2. Check the shipping rates calculated by the PluginHive app at checkout and compare them with Sendle’s backend rates for the same packages. 3. Confirm that the app is now generating consistent and accurate multi-parcel shipping costs aligned with Sendle’s charges. 4. Review your order numbers (for example, orders 14955 and 14956 were tested in the referenced case) to validate proper functionality. If you encounter further issues, contact PluginHive support with specific order details for assistance.

How are shipping rates calculated and displayed on the Shopify checkout when using Pluginhive with carriers like Australia Post and Sendle?

The shipping rates displayed on the Shopify checkout page via the Pluginhive app are generated in real-time. These rates are dynamically calculated based on the customer’s destination address and shipment details, including package weight and dimensions. The app fetches the current rates directly from the respective carrier’s API (Australia Post or Sendle) at the time the customer initiates the checkout transaction. Therefore, no static or pre-defined shipping price list is stored or provided by Pluginhive.

How can I add extra insurance fees based on order value to the shipping price at customer checkout for Sendle shipments using PluginHive?

You can add an adjustment to the shipping rates returned by Sendle based on the order value and display the adjusted price at checkout by configuring an automation rule in PluginHive. Follow these steps: 1. Log in to your PluginHive dashboard. 2. Navigate to the Sendle Automation Rules section. 3. Edit or create a new Sendle Automation Rule. 4. Add the Action labeled “Adjust Shipment Price Based On Order Cost.” 5. Set the adjustment percentage to 1% (or your desired rate reflecting the extra insurance cost). For example, for a $300 order, this will add approximately $3 extra shipping cost on checkout. 6. Save the rule. This configuration will automatically add the additional insurance fee proportionally to the shipping price during checkout, helping you cover potential lost parcel losses for high-value orders.

How can I add Sendle as a courier carrier in the app?

To add Sendle as a courier carrier, follow these steps: 1. Go to App Settings in the main menu. 2. Select the Carriers option. 3. Click on the ‘+’ icon to add a new carrier. 4. From the list, select Sendle. 5. Enter your Sendle account details to link it. After completing these steps, Sendle will be available as a shipping carrier option in the app.

How can I add the IOSS (VAT number) information to Sendle orders using PluginHive Multicarrier app, specifically only for Sendle shipments?

To add the IOSS number only for Sendle shipments in the PluginHive Multicarrier app, follow these steps: 1. Create a separate “From Address” in the app dedicated for Sendle shipments and include your IOSS number in this address. 2. Navigate to **App Settings -> Automation -> Setup**. 3. Edit your Sendle shipping rule under the automation setup. 4. In the “Action Details” section of the Sendle rule, select the option **”Set Ship From Address”** and choose the new address that contains your IOSS number. 5. Save and update the rule. 6. Generate a new Sendle shipment label and verify if the IOSS number is being applied. This configuration ensures that the IOSS number is applied only for shipments processed via Sendle without affecting other carriers.

How can I assign and change the sender address for orders to ensure correct shipping rates and processing when using multiple carriers like Sendle and MyPost?

– The app currently supports only a single fulfillment location by default for all orders, which typically uses your default PO Box as the sender address. This affects carrier rate availability: – When the default PO Box is set as the sender address, MyPost service rates are shown, but Sendle rates fail because Sendle requires a physical street address. – To manually assign a different sender address for orders that need to be shipped via Sendle or any other carrier: 1. Select the specific order in the app. 2. Click on the three-dot menu (⋮) associated with the order. 3. Choose the option **Set Ship From Address**. 4. Enter or select the appropriate sender address for that order (e.g., a physical address compatible with Sendle). 5. Save the change and proceed with processing the order. – This manual override allows you to use multiple sender addresses based on the shipping carrier requirements, ensuring accurate rates and label generation.

How can I configure the PluginHive app to include the IOSS (Tax ID) for Sendle shipments after the update?

After PluginHive enhanced the app to support sending IOSS to Sendle, you can configure as follows: 1. Open the PluginHive Multicarrier app dashboard. 2. Navigate to **App Settings -> General -> Tax IDs**. 3. Enter your IOSS number under the Tax IDs section. 4. Save the configuration. 5. Create a new Sendle shipping label from the app for an international order. 6. The app will now include the IOSS number in the API request to Sendle. Note: The IOSS number will be sent via the API but not printed on the label itself. The label’s appearance is controlled by Sendle’s system.

How can I confirm if Sendle and Australia Post shipping options are available for label generation in PluginHive?

To verify Sendle and Australia Post shipping options within PluginHive: 1. Open the PluginHive application linked to your store. 2. Navigate to the specific order details within the app dashboard. 3. Check the shipping carrier section; available options such as Sendle and Australia Post should be visible if they are active and applicable for that order. 4. If label generation buttons for Sendle and Australia Post appear and are clickable, it confirms these options are available for the selected order. 5. If not visible, confirm carrier settings and order details to ensure compatibility with these carriers.

How can I confirm which carriers are connected to my PluginHive Starter subscription and why am I only seeing Sendle delivery options instead of Australia Post?

To confirm the carriers connected to your PluginHive Starter subscription, navigate to the app’s menu and go to Settings > Carriers. Both your Sendle and MyPost Business (Australia Post) accounts should be listed there if successfully connected. If you are not seeing Australia Post delivery options for an order, this may be due to the order’s processing status. To resolve this and retrieve Australia Post rates, follow these steps: 1. Open the specific order within the app. 2. Click on the three dots (more options) on the right side of the order details. 3. Select “Change Status to Initial” to reset the order status. 4. After the status changes, click on “Prepare Shipment.” This process forces the system to re-fetch all applicable carrier rates, including Australia Post. If the issue persists, check your shipment details or carrier settings, and feel free to contact support for further help.

How can I fix the issue where the incorrect carrier service is being selected for my orders, such as orders showing “Sendle pick up” instead of “Express”?

When you are not using the PluginHive app to display shipping options at your store’s checkout, the app automatically assigns the cheapest available shipping service to imported orders. This can result in incorrect carrier services being selected, as in your example where orders default to “Sendle pick up” instead of “Express.” To fix this: 1. You can manually change the assigned shipping service within the app before generating the shipping labels. 2. If you use your own flat rate shipping options on checkout, you can create rules within the PluginHive app that map your store’s shipping option names to the desired carrier services. 3. To set up these rules, gather all your shipping options used at checkout along with the preferred PluginHive service that should be assigned for each. 4. Share this information so the PluginHive support or your setup team can create rule-based automation in the app. This ensures each order is automatically assigned the correct carrier service based on the customer’s chosen shipping option. Implementing these steps allows the app to correctly match the desired carrier service to the order and avoid defaulting to the cheapest service when imported.

How can I integrate a different shipping service for products that Sendle does not support, and what are the options for alternative couriers within the PluginHive app?

If you have products that cannot be shipped using Sendle, you can consider integrating other supported carriers within the PluginHive app. For shipments from Australia, PluginHive supports Australia Post, TNT Australia, UPS, DHL, and Sendle among others. For example, TNT Australia supports shipping heavy or oversized items that Sendle might not handle. To integrate a supported carrier, you can install and configure their respective PluginHive shipping app or connect your existing carrier account through the PluginHive dashboard. If you want to use a courier not currently supported by PluginHive, such as Trans Direct, PluginHive does not currently provide integration with that carrier. Your best option is to use one of the supported couriers or manage Trans Direct shipments outside PluginHive through their native Shopify app or platform.

How can I obtain the delivery charges per zone per kilogram for Sendle and Australia Post when integrating with a new sales channel?

PluginHive’s app calculates Australia Post and Sendle shipping rates dynamically by fetching real-time rates directly from the carriers based on package details. To get a specific delivery charge chart per zone per kilogram for your account, you need to contact your carrier account representative or their customer support team. They can provide you with an official Rates Chart tailored to your account. PluginHive does not store fixed rate charts since rates can vary by account and change frequently. If you need further assistance with PluginHive integration or rate calculations, you can reach out to PluginHive support.

How can I remove or change the “1 to 2 business days” delivery time text next to the Sendle shipping option on the checkout page?

The delivery time text next to the Sendle option on the checkout page is controlled by Shopify’s theme or checkout settings, not by PluginHive. To remove or modify this text, you need to edit your Shopify theme files or checkout customization settings directly within Shopify. PluginHive does not provide an option to change or remove estimated delivery times displayed on the checkout page.

How can I set Sendle as the default free shipping option so that it appears first before Australia Post when both options are available?

Currently, PluginHive’s shipping automation rules do not directly allow setting a default shipping method display order. To prioritize Sendle as the default free shipping option before Australia Post, check the following approach: 1. Review your rate automation rules to ensure Sendle rates are correctly configured as free for qualifying orders. 2. If the app does not provide a setting to reorder shipping methods in the checkout display, consider adjusting the setup so that Sendle’s shipping method rate appears before Australia Post in the backend, if possible (some platforms allow sorting shipping methods by name or priority). 3. If no sorting option exists within PluginHive or your e-commerce platform, contact PluginHive support or refer to platform-specific checkout customization options to reorder the shipping methods list. 4. As an immediate alternative, customize the shipping method names (e.g., prepend “1 – Sendle Free Shipping”) to influence display order, if your platform sorts methods alphabetically. 5. Confirm the display order by testing the checkout with both shipping options enabled. Note: Discussing or confirming a Zoom call is outside the scope of FAQ; users seeking direct support can schedule assistance with PluginHive support.

How can I set up a flat rate shipping for light products and calculated shipping from Sendle for heavy products, including calculated shipping for a combination of both product types in PluginHive?

To set up a shipping configuration with a flat rate for light products and calculated shipping from Sendle for heavy products (and for combinations of both), follow these steps: 1. Install the PluginHive app on your Shopify store if not already done. 2. Enable separate shipping rules within the app for different product categories: – Define a flat rate shipping method specifically for your “light” products. – Configure calculated shipping rates via Sendle integration for your “heavy” products. 3. For mixed cart scenarios (containing both light and heavy products), ensure the app is configured to calculate shipping combining both flat rates and carrier calculated rates appropriately. 4. Schedule a personalized support call via the PluginHive appointment link to receive a guided setup based on your store and product specifics. This can be done at your convenience using their booking system. 5. Importantly, to display carrier calculated shipping rates like Sendle’s at checkout, your Shopify store must have the ‘Carrier Calculated Shipping’ feature enabled, which is typically unavailable on the Basic Shopify plan. 6. If your store plan does not support this, you must upgrade your Shopify plan and activate carrier calculated shipping through Shopify directly. 7. Contact Shopify support if you are unsure about your plan requirements or how to enable this feature.

How can I set up free shipping for some customers using the PH Multicarrier Shipping Label app, and why don’t I see Sendle shipping services initially?

To provide free shipping, follow these steps: 1. Go to App Settings -> Shipping Rates -> Rate Automation -> Add Rule. 2. Under Automation Criteria, choose a criterion such as Order Value or Order Weight. 3. In Action Details, select the option ‘Add Flat Rate’ and set the flat rate to 0 for free shipping. 4. Save the rule. Regarding Sendle shipping services, if you don’t see them initially, it could be because the Sendle Automation Rule has not been added. Add the Sendle Automation Rule in the app to enable Sendle shipping options on the checkout page.

How can I show the Sendle calculated shipping rates from the PluginHive app at Shopify checkout?

To show Sendle shipping rates calculated by the PluginHive app during Shopify checkout, you must have the ‘Carrier Calculated Shipping’ feature enabled on your Shopify store. Follow these steps: 1. Confirm your Shopify plan supports carrier-calculated rates (usually not available on Basic Plans). 2. Contact Shopify support and request activation of ‘Carrier Calculated Shipping’ for your store. 3. Once enabled, the PluginHive Sendle app will be able to fetch and display real-time Sendle shipping rates on your checkout page. 4. Ensure that you do not have conflicting shipping integrations, such as Shopify’s default Sendle account, as it may override or conflict with the rates from the PluginHive app. Reach out to PluginHive support if you have any further questions after enabling the feature.

How do I enable the calculation of shipping costs and rates for Sendle shipping in my store using PluginHive?

To display Sendle shipping rates at checkout through the PluginHive app, you need to enable the Carrier Calculated Shipping feature on your Shopify store. This is a required Shopify feature that allows third-party apps like PluginHive to show real-time carrier rates. To enable this feature, you must contact Shopify support and request that Carrier Calculated Shipping be activated for your store. Once enabled, the PluginHive app will be able to calculate and display Sendle shipping costs and rates properly at checkout.

How do I set up and use the Sendle carrier option in the app, specifically when on Sendle level 6?

To set up and use the Sendle carrier option on level 6, ensure that you have successfully added your Sendle account in the app. When creating shipping labels, be aware that not all Sendle services may be available for your customer’s address. For example, the “Sendle Saver DropOff” service might fail if it’s not supported for that location. Instead, use one of the available Sendle services that work reliably, such as “Sendle Preferred Pickup” or “Sendle Preferred DropOff.” Select either of these services within the app to generate your shipping label successfully. If you encounter issues with a label, try reprocessing the order in the app with these supported services.

How do I troubleshoot issues with the IOSS number not being included in Sendle shipment API calls from PluginHive?

Troubleshooting steps: 1. Verify the “From Address” used for Sendle shipments includes the IOSS number under the app’s Tax IDs setting, not just the address fields. 2. Confirm that your automation rules are correctly setting the Ship From Address associated with the IOSS number for Sendle shipments. 3. Generate a test label in PluginHive and observe the API request payload (if logging or debugging tools available). 4. If the label generated by Sendle lacks IOSS data, check if your PluginHive app is updated to the version supporting Tax ID transmission to Sendle. 5. If necessary, manually add IOSS in the Sendle dashboard as a temporary workaround until the PluginHive integration passes data correctly. 6. Contact PluginHive support providing specific order details and logs to investigate further.

How should I troubleshoot discrepancies between shipping charges calculated by the PluginHive app and rates shown on the Sendle carrier website for multi-parcel shipments?

To troubleshoot shipping rate discrepancies between PluginHive and Sendle: 1. Replicate the exact multi-parcel shipment on the Sendle website by inputting the same parcel count, box types, weights, and dimensions generated by the PluginHive app. 2. Compare Sendle’s final rates per parcel with those quoted by the PluginHive app. 3. Capture comprehensive screenshots from Sendle showing: – Ship From and Ship To addresses – Detailed parcel weights, dimensions, and box types – Service names and exact rates per parcel 4. Share these screenshots with PluginHive support so their technical team can investigate potential API communication or rate-fetching issues. 5. If the issue remains unresolved, request a support call for collaborative diagnosis. 6. Use PluginHive’s Request Logs for the affected orders to review detailed packaging and rate request/responses for deeper insight. Following this process helps isolate the root cause—whether it lies in packaging configuration, API issues, or carrier rate updates.

How should the IOSS number be formatted in the PluginHive app to be correctly sent to Sendle via API?

The Sendle API requires the IOSS number inside a JSON structure as: “` { “sender”: { “tax_ids”: { “ioss”: “IM0123456789” } } } “` However, PluginHive’s current interface for inputting the IOSS number does not accept or send this structured JSON directly. Instead, you simply add the IOSS number as a plain string in the app. At the time of inquiry, adding the IOSS number in the PluginHive settings did not properly format or pass the correct API structure, which caused the IOSS not to transmit. PluginHive had to enhance the app to support this format in a subsequent update.

I have confirmed that the destination address is valid and has been serviced by Sendle before. Why does Sendle now show an error that the shipment volume exceeds their maximum when testing on their website?

If Sendle’s website indicates that the shipment volume exceeds their maximum limits, this means the package size or weight exceeds Sendle’s allowable thresholds for delivery. In this case: 1. Review the dimensions and weight of your shipment in PluginHive and ensure they comply with Sendle’s limits. 2. If the package size is confirmed to be too large, adjust your shipment packaging or consider splitting the order if possible. 3. For precise clarification or potential exceptions, directly contact Sendle’s customer support team to discuss the volume limitations and possible solutions.

Is it possible to add buffer time specifically for Sendle shipping carrier in the PluginHive app?

Adding buffer time is not supported for Sendle in the PluginHive app. Buffer time can only be configured for FedEx and TNT Australia carriers. However, you can add pickup or delivery instructions for Sendle by navigating to App > Settings > Carriers > Sendle > Other Details > Instructions. These instructions are not printed on the shipping labels but are sent digitally to the Sendle delivery executive.

Is it possible to display only the cheapest shipping rate between Sendle and Australia Post to customers, labeled as “Standard Shipping,” instead of showing both carriers and their prices separately?

Yes, you can show only the cheapest available shipping rate between Sendle and Australia Post while labeling it as a single shipping option like “Standard Shipping.” To achieve this: 1. Enable and configure all relevant Sendle services. Test rates for various destinations to identify the cheapest options. 2. For Australia Post, use the most economical service (e.g., Parcel Post) and create a rule to add a flat surcharge (e.g., $13. 95. for collection fees. 3. Rename both Sendle and Australia Post services to the exact same name under App → Settings → Shipping Rates → Carrier Services (e.g., both named “Standard Shipping”). 4. PluginHive Multi-Carrier will then display only the one cheapest service among those with the same name at checkout. 5. For free shipping eligibility (e.g., orders over $300), configure rules to automatically override with free shipping rates accordingly. This approach lets customers see a single “Standard Shipping” option with the lowest cost, hiding carrier differences.

What should I do if Sendle does not provide rates or service for a particular shipment within PluginHive?

When Sendle fails to provide rates within PluginHive, follow these steps: 1. Verify the destination address and shipment details by logging into the Sendle website and entering the same information. 2. Confirm if rates are available or if a specific error message is displayed. 3. If Sendle does not support the destination or shipment size, you may need to select an alternative carrier or adjust shipment parameters. 4. For unresolved issues, contact Sendle customer support directly for detailed assistance since PluginHive relies on carrier responses to provide shipping options.

What should I do if the IOSS number is not passed to Sendle shipments even after adding it in PluginHive app’s settings?

If the IOSS number is not passing through: 1. Confirm you are using the latest version of PluginHive Multicarrier app that includes Sendle IOSS support. 2. Ensure you have added the IOSS number under **App Settings -> General -> Tax IDs** correctly. 3. Generate a new label for an international shipment using Sendle as the carrier. 4. If the problem persists, review the order and carrier API requests or contact PluginHive support for confirmation of your configuration and update status. Note: Older versions of the app may not support this feature, so updating is critical.

What should I do if the shipping charges from the PluginHive app and Sendle carrier’s backend do not match, especially for orders with multiple parcels near weight thresholds?

To troubleshoot discrepancies between PluginHive app and Sendle backend shipping rates: 1. Recreate the exact shipment scenario on the Sendle website or portal using the same package details (number of parcels, box types, weights) that the PluginHive app generates. 2. Compare the rates shown on Sendle’s backend for each parcel to those quoted by PluginHive. 3. If Sendle’s charges include all parcels correctly but PluginHive’s app does not, capture full screenshots of the Sendle transaction including: – Ship From Address – Ship To Address – Package details (weights, dimensions, box types) – Service names and rates charged for each parcel 4. Share these screenshots with PluginHive support to enable their technical team to investigate potential API communication issues between PluginHive and Sendle. 5. If needed, schedule a detailed support call to further analyze the problem. This process helps identify whether the issue lies with PluginHive’s API communication, Sendle’s rate calculation, or the packaging configurations.

What steps should I take if I notice consistent shipping rate discrepancies between the PluginHive app and Sendle carrier backend for multi-parcel shipments?

To resolve shipping rate mismatches between PluginHive and Sendle for shipments with multiple parcels, follow these steps: 1. Replicate the shipment scenario exactly on the Sendle website or portal using the same number of parcels, box types, weights, and dimensions as shown by PluginHive’s packaging setup. 2. Compare Sendle’s final rates per parcel with PluginHive’s quoted rates to identify differences. 3. Take comprehensive screenshots from Sendle including: – Ship From and Ship To addresses – Package details (weights, dimensions, box names) – Service types and charge amounts for each parcel 4. Submit these screenshots and details to PluginHive support to facilitate investigation of API communication or rate fetching issues. 5. Escalate for a technical support call if needed, to analyze the problem collaboratively. 6. Keep monitoring PluginHive request logs for the affected orders to see exact rate requests and carrier responses. This process helps isolate whether discrepancies are caused by API issues, packaging settings, or differences in carrier backend rate updates.

When using Sendle with the app, why do I see “0 services” when testing with a product, and how do I verify available shipping options?

The Shipping Zones section in the app does not display Sendle options for selection. Shipping options from Sendle and other carriers are controlled through the app’s Rates Automation rules, which determine what shows at checkout. To verify available shipping services, create a test transaction on your live store’s checkout page to see the rates populated by the app based on your configured carriers and rules.

Where can I find the latest API documentation for including IOSS with Sendle for reference?

The most up-to-date Sendle API documentation for international orders and sender tax IDs including IOSS can be found here: – Sendle Developer Portal: https://developers.sendle.com/ – Relevant section for international receiver and sender tax info: https://api-doc.sendle.com/#international-receiver-address This documentation details the JSON structures required by Sendle to include tax IDs such as IOSS in shipment requests. Reviewing this can help understand what data to provide via PluginHive or any other integration.

Where should I request the detailed shipping rate sheets for Australia Post and Sendle when using Pluginhive?

To obtain the detailed shipping rate sheets, reach out to your dedicated account managers or customer support contacts at Australia Post MyPost Business and Sendle. These carriers provide rate sheets that outline shipping prices based on zones and weight categories. Having these Rate Sheets will help you understand how shipping costs vary by location and package weight, which can assist with setting accurate shipping prices or managing logistics.

Why am I unable to see calculated shipping rates from Sendle at Shopify checkout using PluginHive, and how can I enable this feature?

Calculated shipping rates from Sendle or other carrier apps require the ‘Carrier Calculated Shipping’ feature to be enabled on your Shopify store. Here’s what you need to know and do: 1. Confirm whether your current Shopify plan supports carrier calculated shipping: – The Basic Shopify plan generally does not support this feature. 2. If you are on a plan without this feature, you need to upgrade to a Shopify or Advanced Shopify plan that includes carrier calculated shipping. 3. After upgrading, you must enable the carrier calculated shipping feature in your Shopify admin settings. 4. This requirement is imposed by Shopify and is not a limitation of the PluginHive app. 5. For detailed steps on upgrading and enabling carrier calculated shipping, contact Shopify support directly. Once enabled, PluginHive will be able to fetch and display Sendle’s real-time calculated shipping rates at checkout seamlessly.

Why are my orders not picking up the correct shipping option when imported, for example, orders that should have express shipping are pulling through as Sendle? How can I fix this?

When you are not using the PluginHive app to display shipping options at checkout, the app assigns the cheapest available shipping option to imported orders by default. This is why your orders are pulling through as Sendle instead of express shipping. To fix this, you have two options: 1. Manually change the shipping service for each order before generating labels within the app. 2. Create automation rules in the app that map your store’s checkout shipping option names to the correct shipping service. For the second option, you need to provide details of your configured shipping option names at checkout and specify which shipping service should be assigned for each option. The app can then use these rules to automatically assign the appropriate service during order import.

Why are shipping rates not appearing for Sendle in the application, and how can I resolve this issue?

If Sendle shipping rates are not appearing in the application, first verify the following steps: 1. Ensure that the Sendle carrier is properly enabled and configured in your PluginHive settings. Check that your Sendle API credentials are correctly entered and active. 2. Confirm that the shipment details for the order (such as destination, package weight, and dimensions) meet Sendle’s service requirements; missing or incorrect details can cause rates to not display. 3. Test the order by attempting label generation within the app to check if Sendle options show up. If rates appear for some orders but not others, review those specific orders for data inconsistencies. 4. If the Sendle rates still do not appear after validation, review any error messages in the PluginHive dashboard or app logs for clues. 5. Contact PluginHive support with specific order details if the problem persists for further troubleshooting.

Why do shipping cost discrepancies occur between PluginHive app and Sendle for orders with multiple parcels, and how does packaging weight affect the calculation?

Discrepancies arise because the PluginHive app calculates shipping rates based on the combined weight of items plus the configured box weight, considering packaging limits, while Sendle charges per parcel after the shipment splits. For example, if a box has a 25 kg max limit and a 1 kg box weight, the app allows 24 kg for items. An order with item weight slightly over 24 kg causes the app to split into multiple parcels according to your packaging settings. Each parcel incurs a separate charge from Sendle, so the total Sendle charge reflects the sum of all parcels. However, Shopify order pages show package details generated by Shopify’s own shipping settings, which do not affect how PluginHive or Sendle calculate costs. To correctly handle this: 1. Understand that PluginHive bases its rates on item weights plus box weight against the max box limit. 2. Expect multiple parcels when the total item weight exceeds allowed packaging weight minus box weight. 3. Verify charges by comparing PluginHive’s calculated rates and Sendle’s parcel rates based on actual packaging splits. 4. Use PluginHive’s request logs to confirm detailed packaging and rate requests. 5. Do not rely on Shopify’s displayed package details to troubleshoot shipping rates and charges. This explains why an order near the box weight limit might show multiple parcels and differing charges between the app and Sendle.

Why does my Shopify checkout still calculate Sendle shipping rates after I generated a new API key on Sendle and removed all my settings in PluginHive?

The Sendle shipping rates you see at checkout are not controlled by the PluginHive Multi Carrier Shipping Label App. Since you are on the Basic Shopify plan and do not have the Carrier Calculated Rates feature enabled, Shopify itself is showing rates from other integrated apps or settings unrelated to PluginHive. To resolve this, you should contact Shopify support directly and explain that you want to disable Sendle rates appearing at checkout. Shopify can assist with disabling these default or embedded carrier rates. Once resolved with Shopify, the PluginHive app will stop displaying the unrelated Sendle rates.

Why does my Shopify checkout still show “shipping not available” despite my setup with the Sendle app?

The likely reason is that the ‘Carrier Calculated Shipping’ feature is not enabled on your Shopify store. This feature is necessary to display carrier-calculated rates, like those from the Sendle app, directly at checkout. Here’s what you need to do: 1. Verify your Shopify plan: The ‘Carrier Calculated Shipping’ feature is typically not included in the Shopify Basic Plan. 2. Contact Shopify Support: Request them to enable the ‘Carrier Calculated Shipping’ feature on your store. 3. After activation: Once Shopify enables this feature, the Sendle app will be able to display its calculated shipping rates at checkout. 4. Note: Until the feature is enabled, the rates you see at checkout might be from Shopify’s default Sendle account integration, not from the PluginHive Sendle app. If you want to understand the default Shopify Sendle rates shown at checkout, it is best to contact Shopify support directly.

Why does Sendle show a failure to display shipping costs even when the source address is not a PO Box, and how can I troubleshoot this issue?

Sendle may fail to show shipping rates due to address validation issues or service restrictions related to the source (ship-from) or destination (ship-to) addresses. To troubleshoot: 1. Confirm that the source and destination addresses are entered correctly and completely in the app, avoiding any formatting errors. 2. Ensure that the source address is not a PO Box, as some carriers like Sendle do not support pickups from PO Box addresses. 3. Verify that the package weight and dimensions comply with Sendle’s shipping criteria. 4. Refresh or re-enter the shipment details in the app to trigger a new rate request. 5. If the problem continues, look for any system messages or error codes shown by the app related to Sendle rates. 6. Contact PluginHive support with detailed order information and screenshots if the issue remains unresolved, so they can investigate your account and rate integration. Following these steps will help diagnose and potentially fix Sendle rate fetching failures.

Why does the Dropoff option in Sendle not appear automatically as the default when I generate a sale, even though I have changed the setting in the app?

The delivery instructions or sender instructions you add in the app, such as choosing Dropoff, will not be printed on the shipping labels. However, these instructions are transmitted digitally to the delivery executive. Therefore, although the Dropoff option may not appear automatically as the default selection on your shipping label during sale generation, the delivery executive will still receive the correct instructions digitally. You can continue using the app with the delivery instructions set, and rest assured that they are communicated properly for delivery execution.

Why does the PluginHive app automatically favor Sendle over DHL and AusPost, and how can I ensure it chooses the cheapest shipping provider like DHL for my orders?

The app automatically selects the cheapest available shipping provider for each order based on the configured accounts and rates. If DHL is not being selected, it could be due to an issue preventing label generation for DHL shipments. For example, if the DHL label generation fails because required details are missing, the app may default to another provider like Sendle. To ensure DHL (or any other carrier) is selected automatically when it offers the best rate, verify that all shipment details meet DHL’s requirements, such as having a valid phone number in the “Ship From” address. This allows the app to process the order correctly with DHL and select it as the cheapest option.

Why is Sendle not appearing as a delivery option for my order in PluginHive Multicarrier, and the status shows failure with an error saying “Contact Support”?

The error message “is not yet serviced by Sendle” typically means that Sendle does not provide shipping services to the specified destination address. Even if the address is valid, Sendle may not offer delivery there under the current shipment conditions. To verify this, log in to the Sendle website directly and check if shipping rates are available for that address. If no rates appear, it confirms Sendle’s service limitation for that destination.

Why is the IOSS number not appearing on Sendle labels or in the shipment data even after configuring it in PluginHive Multicarrier?

Currently, the PluginHive Multicarrier app does not pass the IOSS (Tax ID) information to Sendle via API, which causes the IOSS number not to appear on the labels or shipment data when generated through PluginHive. This is because: – The app did not originally support sending the “tax_ids” object required by Sendle’s API for IOSS. – Adding the IOSS number in the “From Address” on orders does not retain or pass through this info. – Manually entering the IOSS number on Sendle’s own website does show the IOSS in their system, confirming the API integration gap with PluginHive. As a result, until the PluginHive app is updated, the IOSS number will not be transferred via the API or printed/attached to Sendle labels generated through PluginHive.

Why is the Sendle Express shipping option not showing at checkout even though it is activated in the rate automation tab?

The Sendle Express option may not appear at checkout because Sendle is not providing the shipping rates for this service at the moment. To resolve this, you should: 1. Verify that Sendle Express is activated correctly in your PluginHive settings under the rate automation tab. 2. Contact the Sendle support team directly and share the Request Response XML files from your transaction attempts. These XML files contain detailed request and response data that can help Sendle identify why rates are not being returned and enable the Sendle Express option properly. 3. Once Sendle confirms the service availability and rate response, retry the checkout process to see if the Sendle Express option appears. If the problem persists after confirming with Sendle, continue troubleshooting any configuration mismatch or contact PluginHive support with updated information.

Why is the shipping calculation not correctly doubling when customers order multiple products using the Sendle app on Shopify checkout?

The shipping rates displayed at checkout are not being calculated by the PluginHive Multi Carrier Shipping Label App but rather by Shopify’s default Sendle integration. This means the dynamic calculation logic (e.g., treating each product as a separate box and doubling shipping accordingly) from the PluginHive app is not applied. To resolve this: 1. Confirm that the PluginHive app is properly installed and active on your Shopify store. 2. Ensure the ‘Carrier Calculated Shipping’ feature is enabled on your Shopify plan and configured to allow third-party carrier app rates, as Shopify’s default rates may override PluginHive rates. 3. Disable or remove any conflicting default Sendle integration in Shopify to allow PluginHive rates to be displayed at checkout. 4. If the issue persists, contact Shopify support for assistance with rate calculation conflicts. 5. For specific configuration or troubleshooting within the PluginHive app, reach out to PluginHive support. This approach ensures that the PluginHive app’s advanced box packing and rate calculation features are correctly applied at checkout.

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Shopify Multi Carrier Shipping Label App