FAQs

Why won't the app open?

It's most likely a cookies issue

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Updated over a week ago

Product Sync seems to be stuck, and I can't manage my product groups and product assignment, what should I do?

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Updated over a week ago

Why is a product sync showing when I try to manage products?

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Updated over a week ago

How do I obtain Negotiated Rates Credentials?

For UPS, FedEx, Canada Post, and DHL

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Updated over a week ago

Do you have real-time rates from carriers like Royal Mail, AU Post, or other carriers not listed on the website or app page?

No, you would have to use rule based rates to simulate non-supported carriers.

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Updated over a week ago

How do I stop rates showing for PO Boxes, or have a rate show only for PO Boxes?

Use rules to hide rates for P.O. Box addresses, and show rates specifically and only for PO Boxes.

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Updated over a week ago

I've gone live with the app, and my old rates are still showing, how do I get rid of them?

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Updated over a week ago

When I try to open the app the screen is blank, or it re-directs me to the apps page, basically I can't seem to open the app at all, how do I fix this?

It's likely a browser cookie issue. Here is what you can do.

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Updated over a week ago

I am switching my themes, do I need to update any liquid code in my new theme to keep the app working?

No, the app doesn't interact with your theme code at all

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Updated over a week ago

How do I cancel my subscription to the app?

Just uninstall the app and your subscription will be automatically cancelled.

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Updated over a week ago

Can I change the sort order in which rates appear at checkout?

When you want a certain rate to show first at checkout

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Updated over a week ago

Can I edit the text that appears at checkout when there are no rates?

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Updated over a week ago

What if I can't target products with Title, Vendor, or SKU?

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Updated over a week ago

Why aren't any rates showing up in my shipping calculator?

Shipping calculators are not compatible with Test Mode, they will only work in Live Mode.

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Updated over a week ago

I switched to yearly/annual billing and it still says I need the Calculated Rate feature, why isn't it active?

You still need to contact Shopify support and explicitly request the feature to be added after you switch to yearly billing.

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Updated over a week ago

Can I re-assign products to a different group instead of having to re-assign them one-by-one?

Yes, click 'Manage Products' on the target group, and you can re-assign products to that group in bulk.

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Updated over a week ago

When creating product groups can I filter by tag or collection?

No, we only have the options for Vendor / Product Type / Title Search

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Updated over a week ago

How do I re-assign products to a different group

'Manage Products' for the group you want to assign the products to, use the 'Add Products' section to add them to that group.

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Updated over a week ago

How do I delete products from a group?

You don't ever delete products from a group, just re-assign them to a different group.

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Updated over a week ago

Can I add individual variants to a product group instead of the entire product?

Yes, you can assign individual variants from a product to a product group.

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Updated over a week ago

I did a bulk product assignment but only 5 products were assigned, what am I doing wrong?

Make sure you click the 'Select all products in this search' to do the assignment.

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Updated over a week ago

How can I tell what product group a product is in?

Go to any group's Manage Products section, search for the product, and look at the the 3rd column of the search results

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Updated over a week ago

How do I delete a product group?

Click 'Manage Products', scroll down and click the Delete Product group link

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Updated over a week ago

Why do I need the calculated rate feature on my Shop if I don't need to use carrier rates in the app?

The app, whether you use carrier rates or not, counts as a calculated rate.

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Updated over a week ago

Why aren't my rates based on the price after discount codes / line item discounts are applied?

Shipping apps are blind to discount codes and line-item discounts

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Updated over a week ago

Can I pause my subscription?

Follow these steps to preserve all your settings and rates in the app, while temporarily canceling your subscription.

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Updated over a week ago

Be careful when assigning products from one fulfillment service's group to another fulfillment service group.

When you re-assign a product from one fulfillment service to another, that product's fulfillment service value will be changed in the admin.

Written by ASR
Updated over a week ago