thread Re: Delivery fee not being charged? in Payments Troubleshooting

Delivery fee not being charged?

OhhhSugar — Sun, 21 Sep 2025 10:04:49 GMT

Has anyone had an issue with delivery fee not being charged?

I have set my fees based on location - up to 100km

0-10km, free

10-15km, $10

15-20km, $15

etc

It was all working fine, now for some reason it's just not charging the customers anything and they are getting free delivery even if it's like 40km away..

Anyway to fix this?

Re: Delivery fee not being charged?

Seamus — Thu, 12 Nov 2020 23:56:13 GMT

Hey @OhhhSugar,

Thanks for getting in touch and sorry to hear you're having trouble with delivery fees!

I did a search and think I found your website (LOVE what you've done with it BTW!) - I ran a quick test and it looks like there was a delivery fee applied based on the address I entered.

Are you still seeing issues here? Are there some instances where the fee is being applied and some where it isn't?

If you have specific orders where it's not been applied it might be a good idea to get in touch with our support team so they can take a further look. You call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time) or email via this form.

Please let me know if you have any questions or if you managed to resolve since posting!

Re: Delivery fee not being charged?

jurydonut — Sun, 14 Mar 2021 13:12:10 GMT

This is happening with our online store ALL the time! $0 delivery fee being charged, for no apparent reason!

Re: Delivery fee not being charged?

Seamus — Mon, 15 Mar 2021 06:43:56 GMT

Hey @jurydonut,

Thanks for getting in touch and sorry to hear you're having trouble with delivery via Square Online!

As a starting point, have you set up different delivery rates per the example @OhhhSugar provided above? You can do this via the Square Online overview by going to Settings > Pickup and Delivery > Delivery Settings > Edit.

If you've done this and it's all looking in order, I recommend getting in touch with support via one of the below contact methods - they will be able to take a further look into this issue for you!