FAQs
Frequently Asked Questions
27 articles
Written by ASR
Why won't the app open?
It's most likely a cookies issueWritten by ASR. 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?
Written by ASR. Updated over a week ago
Why is a product sync showing when I try to manage products?
Written by ASR. Updated over a week ago
How do I obtain Negotiated Rates Credentials?
For UPS, FedEx, Canada Post, and DHLWritten by ASR. 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.Written by ASR. 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.Written by ASR. 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?
Written by ASR. 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.Written by ASR. 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 allWritten by ASR. 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.Written by ASR. 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 checkoutWritten by ASR. Updated over a week ago
Can I edit the text that appears at checkout when there are no rates?
Written by ASR. Updated over a week ago
What if I can't target products with Title, Vendor, or SKU?
Written by ASR. 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.Written by ASR. 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.Written by ASR. 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.Written by ASR. 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 SearchWritten by ASR. 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.Written by ASR. 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.Written by ASR. 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.Written by ASR. 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.Written by ASR. 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 resultsWritten by ASR. Updated over a week ago
How do I delete a product group?
Click 'Manage Products', scroll down and click the Delete Product group linkWritten by ASR. 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.Written by ASR. 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 discountsWritten by ASR. 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.Written by ASR. 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