Troubleshooting

Caching issues at checkout

Shopify caches rates between checkouts to save time looking up new shipping options when the customer has not made any changes. While this feature saves time and resources on Shopify’s end, it doesn’t help when you are rapidly adjusting and checking your Parcelify shipping options.

Solution:

Changing part of the address, your name, or the products in the cart will force Shopify to request new shipping rates from us. This way, you are always seeing your most up-to-date rate settings at checkout.

Problems with ShopPay/ApplePay/GooglePay

Shopify does not return rates that have the Phone Number Required setting enabled for shoppers who use ShopPay/ApplePay/GooglePay at checkout.

To test, add items to the cart and proceed to the checkout but do not select ApplePay/GooglePay or similar services. If your rate shows as expected then the issue is that Shopify is blocking this rate from showing when the Phone Number Required setting is enabled on your rate.

The only known solution is to disable Phone Number Required, though we expect this Shopify bug to be fixed in future updates.

We have advised Shopify of this issue but they have not addressed it.

Troubleshooting Shopify Zone settings

Normally you should never need to manipulate the Shopify settings for our app, other than to apply our service to new shipping zones you create. In the event you have or the other troubleshooting options on this list have not resolved the issue, here is how to check and fix them:

  1. Go to your Shopify Admin page
  2. Click on ⚙️Settings
  3. Click on 🚚Shipping
  4. Click ‘Manage Rates’ on your general profile.
  5. Scroll down to the ‘Shipping To’ category and - if you don’t see Parcelify - click [Add Rate]
  6. You should see something like this:
    Shopify Edit Shipping Profile UI

  7. Make sure ALL boxes you see are checked, especially ‘Automatically offer new shipping services when they become available’ (Note: Your screen may look different from the screenshot above)
  8. Click [Done]
  9. Click [Save] on this zone
  10. Repeat for any other zones you want to use our app for
  11. [Save] this profile

Still need help?

Still having trouble? We are here to help. Please feel free to contact us if you have further questions about Parcelify.

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