Skip to main content
All CollectionsRates
Troubleshooting rates issues (with Zapiet - Pickup + Delivery rates)
Troubleshooting rates issues (with Zapiet - Pickup + Delivery rates)
Clemency Farmer avatar
Written by Clemency Farmer
Updated this week

If you need help with your rates, first identify if you're not seeing any rates, or if you're seeing incorrect rates.


No rates

If you see the error message “Your order cannot be shipped to the selected address” in the checkout, it means that no rates can be found for the address and products in the order.

  • One-page checkout

  • Three page checkout

There are many reasons rates cannot be generated. Please go through our checklist of settings to find and fix the issue:


1. Rates set up incorrectly

You need to set up your rates in Zapiet - Pickup + Delivery, and then check that they were automatically added in Shopify. If you have not set rates for all locations, or you have made price/weight-based rates and left a gap, then some customers will be unable to check out.

  1. Within Zapiet - Pickup + Delivery, click Rates.

  2. Make sure all your rates are set up, and there are no pricing gaps.
    To set up your rates correctly, please follow our rates setup guide.

After all rates have been added within Zapiet - Pickup + Delivery, check the rates are added into the Shopify shipping profile.


2. No rates in Shopify

The rates you create in Zapiet - Pickup + Delivery should also be added into your default shipping profile in Shopify > Shipping and delivery > General shipping rates.

  1. In Shopify Settings, click Shipping and Delivery, then click the General shipping profile.

  2. Check the rates that are set up.
    They should exactly match the ones you created in Zapiet - Pickup + Delivery.

  3. If there are no rates in the Shopify shipping profile after saving your rates in Zapiet - Pickup + Delivery, check the Delivery customization section in Shopify Settings > Shipping and delivery.

    1. If Zapiet - Pickup + Delivery is not added as a delivery customization, please reach out to us on chat and we would be happy to add it for you!

    2. If Zapiet - Pickup + Delivery is added as a delivery customization, please try re-saving your rates in Zapiet - Pickup + Delivery. If the rates are still not syncing, please contact our support on chat.


3. Widget bypassed

If customers do not go through our widget, they will only be able to see the fallback rates. You can edit your rates by following our fallback rates guide.

If you notice customers using fallback rates, please check your settings to minimize the customers bypassing the widget:

  1. Disable the Buy Now button

  2. Check if the Express checkout methods appear before customers select options in our widget

  3. Check if you are using an incompatible app that takes over the checkout button


4. Multiple shipping profiles

Even though it is possible to have multiple shipping profiles on Shopify, we don't recommend having more than one.

If you have more complex rates, we recommend using a shipping rates app—for a full list of the apps we are compatible with, please check out our Compatible carriers.

If you still need more than one profile, take a look at our Multiple shipping profiles (Zapiet - Pickup + Delivery rates) guide.


5. Multiple shipping origins/locations

If you are shipping from multiple origins/locations, then you will need to ensure all shipping zones have been set up with the same rates.

Take a look at our multiple shipping origins/locations guide for more information.


6. Outdated widget

If your widget version is very old, Zapiet - Pickup + Delivery may not be able to show any rates.

Please check which version of the widget you are using. If it is not widget version 1 or 2, please contact us for an update on chat!


Incorrect rates

If the rates you're seeing do not match the correct rates, then you may have additional rates set up, or the rates could be combining. Please go through our checklist of settings to find and fix the issue:


1. No delivery customizations

To synchronize your rates and filter the rates at checkout, we use delivery customizations. If your customers see a pickup, delivery and shipping rate at checkout then the delivery customization that filters the rates might not be enabled. You can check if it is enabled in Shopify.

  1. In Shopify Settings, click Shipping and Delivery.

  2. Check the Delivery customization section.

    Zapiet rates should be added as a customization.

If Zapiet - Pickup + Delivery is not added as a delivery customization, please reach out to us on chat and we would be happy to add it to your store for you!


2. Fallback rates showing

If customers do not go through our widget they will only be able to see the fallback rates.

If you notice customers using fallback rates, please check your settings to minimize the customers bypassing the widget:

  1. Disable the Buy Now button

  2. Check if the Express checkout methods appear before customers select options in our widget

  3. Check if you are using an incompatible app that takes over the checkout button


3. Tax calculation

If your rate appears correct in the checkout, but the rate in your Shopify order dashboard is wrong, it could be due to the taxes you are collecting.

Shopify has changed how shipping rates appear on orders - they show the shipping rate before adding tax. The tax on shipping is a part of the “Taxes” total.

You can see the tax percentage on the “Taxes” line below the shipping rate's name.

If you wish to separate the tax from being included in your product and shipping price, you can change this in Shopify's Settings > Taxes and Duties > Global settings:

If you disable this setting, then the taxes will be added separately in the checkout, and the shipping rate will look the same as in your settings.

For more information, take a look at the Shopify tax guide. For questions about how the taxes are calculated, please contact Shopify support.


4. Multiple shipping profiles

Even though it is possible to have multiple shipping profiles on Shopify, we don't recommend having more than one.

If you have more complex rates, we recommend using a shipping rates app—for a full list of the apps we are compatible with, please check out our Compatible carriers.

If you still need more than one profile, take a look at our Multiple shipping profiles (Zapiet - Pickup + Delivery rates) guide.


5. Multiple shipping origins/locations

If you are shipping from multiple origins/locations, then you will need to ensure all shipping zones have been set up with the same rates.

Take a look at our multiple shipping origins/locations guide for more information on how the rates combine.


If you are still experiencing rates issues, please contact us on chat and we would be happy to help!

Did this answer your question?