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Troubleshooting Guide

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Quick Diagnostics

Before diving into specific issues, run through this checklist:

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Common Issues

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No Shipping Rates at Checkout

No Rates Issue
This is the most common issue and usually has a simple fix.
1

Verify Zone Coverage

Check if the customer’s address matches any zone:
  • Go to Shipping Zones
  • Review zone countries, states, and postal codes
  • Ensure the destination is included
2

Check Rate Status

Ensure rates are active:
  • Click Manage Rates on the zone
  • Verify at least one rate shows “Active”
  • Toggle inactive rates to active if needed
3

Test in Sandbox

Reproduce the issue:
  • Go to Rate Sandbox
  • Enter the exact address and cart details
  • Click Calculate Rates
  • Review any error messages
4

Verify Carrier Service

Check Shopify settings:
  • Go to Shopify Admin → Settings → Shipping
  • Look for “Smart Shipping” carrier service
  • Ensure it’s active

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Wrong Shipping Rates

Possible Causes:
  • Product group surcharges applied
  • Weight calculations incorrect
  • Min rate limits set too high
Solution:
  1. Review product group modifiers
  2. Check product weights in Shopify
  3. Adjust rate configuration
Possible Causes:
  • Free shipping threshold triggered incorrectly
  • Percentage rates misconfigured
  • Max rate limits capping prices
Solution:
  1. Verify threshold amounts
  2. Check percentage calculations
  3. Review max rate settings
Possible Causes:
  • Threshold not met
  • Wrong calculation basis (subtotal vs total)
  • Rate conditions blocking free shipping
Solution:
  1. Verify cart value meets threshold
  2. Check if taxes/discounts affect calculation
  3. Review rate conditions

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Performance Issues

  • Slow Calculations
  • Timeout Errors
  • Inconsistent Results
Symptoms: Rates take > 3 seconds to appearSolutions:
  1. Reduce number of active rates (keep under 20 per zone)
  2. Simplify complex conditional rules
  3. Remove unused product groups
  4. Contact support for optimization help

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Zone Issues

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Zone Not Matching

Diagnostic Steps:
  1. Check Country Code Format
    • Use 2-letter ISO codes (US not USA)
    • Verify spelling (GB not UK)
  2. Verify State Format
    • Use proper format: US-CA not California
    • Check abbreviations are correct
  3. Test Postal Codes
    • Remove spaces from postal codes
    • Verify wildcard patterns (902* not 902**)
  4. Zone Priority
    • Remember specific zones override general ones
    • Postal > State > Country priority

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Multiple Zones Matching

When multiple zones match an address, Smart Shipping uses the most specific one. This is normal behavior.
Zone Priority Order:
  1. Exact postal code match
  2. Wildcard postal code match
  3. State/Province match
  4. Country match
  5. Catch-all zones (no restrictions)

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Product Group Problems

Check:
  • Product tags in Shopify match group configuration
  • Product types are spelled correctly
  • Collections are properly assigned
  • SKU patterns match if using SKU rules
Verify:
  • Group is active
  • Products are assigned to group
  • Modifier type (multiply vs add) is correct
  • Rate allows product group modifiers
Review:
  • Group matching rules
  • Product data in Shopify
  • Use Rate Sandbox to test specific products

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Testing Issues

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Rate Sandbox Not Working

1

Clear Form

Click “Clear” button and start fresh
2

Check Required Fields

  • Product name
  • Weight (if using weight-based rates)
  • Price
  • Destination country
3

Verify Data Format

  • Weight in correct units (lbs or kg)
  • Price without currency symbols
  • Valid country/state codes

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Live Checkout Different from Sandbox

Possible Reasons:
  • Customer-specific discounts applied
  • Shopify Scripts modifying rates
  • Other apps interfering
  • Cache showing old rates
Solution:
  1. Test with a clean customer account
  2. Disable Shopify Scripts temporarily
  3. Check for conflicting apps
  4. Clear all caches

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Integration Issues

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Conflicts with Other Apps

Some apps may interfere with shipping calculations. Common conflicts include other shipping apps, discount apps, and checkout customizers.
Resolution Steps:
  1. Temporarily disable other shipping apps
  2. Test in Rate Sandbox
  3. Re-enable apps one by one to identify conflict
  4. Contact support for compatibility help

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Shopify Updates

After Shopify updates their platform:

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Error Messages

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Common Error Codes

ErrorMeaningSolution
NO_RATES_FOUNDNo rates match criteriaCheck zone and rate configuration
ZONE_INACTIVEMatching zone is disabledActivate the zone
INVALID_ADDRESSAddress format issueVerify address details
TIMEOUTCalculation took too longSimplify rate rules
SERVICE_ERRORSystem issueContact support

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Quick Fixes

Reset Everything

  1. Deactivate all zones
  2. Clear browser cache
  3. Reactivate zones one by one
  4. Test after each activation

Emergency Mode

  1. Create simple backup zone
  2. Single flat rate
  3. No conditions or modifiers
  4. Use while troubleshooting

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When to Contact Support

Contact support immediately if: Before contacting support, gather:
  • Store URL
  • Screenshot of error
  • Steps to reproduce issue
  • Recent changes made
  • Rate Sandbox test results

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Prevention Tips

  • Test rates weekly
  • Check after any changes
  • Monitor customer complaints
  • Use Rate Sandbox before going live
  • Document your zone strategy
  • Keep notes on rate logic
  • Track changes made
  • Save working configurations
  • Make one change at a time
  • Test after each change
  • Keep backup of working setup
  • Roll back if issues occur
Need More Help? If you can’t resolve your issue, contact our support team with details about your problem.
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