thread Re: Issue with Channel Islands shipping (UK) in Payments Troubleshooting

Issue with Channel Islands shipping (UK)

ridingwithmates — Sun, 21 Sep 2025 13:12:23 GMT

Hello all

We have set up Channel Islands shipping using the individual country codes within out UK shipping region group as we post out with Royal Mail. This has worked fine for one customer. But another customer has just been charged the Rest Of The World shipping rate. My best guess is that this is something to do with putting Jersey in as state/region/country. Would that be right? And how can we solve it so that all Channel Islands customers get the correct postage rates? Thank you!

Re: Issue with Channel Islands shipping (UK)

tranguyen — Wed, 02 Jun 2021 07:56:51 GMT

Hey @ridingwithmates, thanks for sharing this!

I have a play around with my test website with setting up the Channel Islands and Jersey in particular. If you have setup a specific shipping rate for the Channel Islands, this should applied at checkout. For example, I've set the below rate for Jersey and the UK.

When I enter a test address at checkout (this is actually the Jersey Post Headquarters), the rate of £5 automatically applied.

Without knowing the exact address the customer has entered, it's difficult to say what might have happened here. If you can share a link to your website with me, I can test it on my end with the same address and see which shipping rates are available for me at checkout.

Re: Issue with Channel Islands shipping (UK)

ridingwithmates — Wed, 02 Jun 2021 08:04:03 GMT

Hi Tranguyen, that would be brilliant, thank you. The website is www.ridingwithmates.com. Sarah

Re: Issue with Channel Islands shipping (UK)

tranguyen — Wed, 02 Jun 2021 10:56:10 GMT

Thanks for sharing the link @ridingwithmates!

When I enter the Jersey Post Headquarters as above, here are all the shipping rates I can see. Are these the right one?

Re: Issue with Channel Islands shipping (UK)

ridingwithmates — Wed, 02 Jun 2021 16:48:19 GMT

Yes, that's absolutely right, thank you! I tried and also got the same whether I had Jersey or United Kingdom as the country. So I have no idea what the customer did but I've refunded her the shipping charge she shouldn't have paid.

Thank you very much for also testing it for me so I know I'm not going mad!

Re: Issue with Channel Islands shipping (UK)

tranguyen — Thu, 03 Jun 2021 07:43:55 GMT

Glad I could help @ridingwithmates!

It might be a good idea to keep an eye out and see if this happens to any other customers from Jersey or other Channel Islands. If it does, please don't hesitate to contact our Support team directly with the order details (address, order numbers, etc.). That way, the team can investigate the order further to ensure nothing has been missed.