March 7 changes broke shipping rate profiles — please help

[TheSEGAShop]

We currently have 4 to 5 physical products that we sell on our Square online website. One of those products is a calendar that we sell for $5.50 per item, with shipping. Another example is a decal that we sell for $1 per item, with shipping. We also sell dog collars for $5, with shipping, for the entire order. We use the shipping profiles in Square Online to set up these custom flat rates.

It appears that your March 7 change to Square Online to move those settings into the main Square Dashboard has broken the per-item custom flat rates. I went in to make changes to the rate we were charging for the calendars, and now I cannot select the country more than once without removing it from all of the other custom shipping rate profiles. The way this works has been completely inverted, but it’s not been done correctly.

The interface now directs you to create a profile specific to a geographic region rather than a type of rate. Once you use that geographic region, you can’t use it again on another profile. Furthermore, for a specific region’s profile, you can add multiple rates, but it only accepts one at this time. If you try and put multiple flat rates, it neither has the ability to save those additional rates nor assign them to the items that you’ve selected for the profile.

What’s even more challenging is that the March 7th notification of this change is mentioned on the Square Online menu item for shipping settings, and you can still manage those settings there, but they don’t seem to have any effect. So the original controls are still available, but they aren’t wired into the actual new shipping profiles that are back on Square Dashboard.

This feels like an incomplete feature release or a buggy feature release. I have had to remove all shipping profiles from my account, and we are currently no longer charging shipping. We’re a nonprofit that works on flat-rate shipping rather than having to give our volunteers scales and require them to ship merchandise in the same type of packaging every time we ship.

Please reply and/or get this fixed. cc’ing @heisel for assistance.

[TheSEGAShop]

Bump

[frances_a]

Hello @TheSEGAShop 👋

Noticed this is your first post, welcome! 

I went ahead and escalated your concern to our e-commerce team. They have confirmed only one custom shipping profile can be assigned to a region at this time. 

Since each of your items has a different shipping cost, would it make sense for your business to include the shipping in the item's price?

Thank you. 

[TheSEGAShop]

@frances_a is it safe to say, then, that the original functionality is gone for now and/or left in this broken/unfinished state?

Did the e-commerce team say anything more about getting back to parity with the previous setup? i.e. being able to set up a custom flat rate per region per item?

If they take 5 minutes and look at the UI for the custom shipping profile, as it's coded today, it's throwing errors and misleading the user to believe that they can assign per order AND per item shipping rates to a region.

Thank you for getting back to me. I never heard anything back from the email support submission that I made via the contact form. this was better than nothing at all.

[TheSEGAShop]

@frances_a I just tried to add a "per order" custom shipping profile for a single item in our catalog. $5/order. For the US and Territories only (which can only be used once, because -- your e-commerce team).

I did try this as well...

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@frances_a wrote:

Since each of your items has a different shipping cost, would it make sense for your business to include the shipping in the item's price?

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...and it will not work. If I need 2 of 5 products to ship at a flat rate per order, I can't bake in the shipping price to the other 3 items. It won't work (at least not like it used to).

Please have the e-commerce team look at this...

You allow an Order or Item custom shipping profile. The Order profile could be set up for $5/order flat rate across the board.

But -- now I have Items that need specific per item rates or, perhaps, a higher per order rate. And now I'm locked out of re-using that country, AND I can't bake shipping into the price of the other items because of the default per order rate for the region.

Why is the UI allowing me, for example, to add additional Order level rates for all shipping items but then not honor them (see the error icons below):

If your dev team in Atlanta is working on this or the "e-commerce team" -- PLEASE have them reach out. I've probably worked with them before, and I know they wouldn't let this out as its architected without good reason.

Thanks!

[MayaP]

Hey @TheSEGAShop - I appreciate your patience and investigating this further. 

[MayaP · Accepted solution]

Hello @TheSEGAShop  — I appreciate your patience. This issue has been escalated to our engineers and a ticket has been filed. Once a solution is available, a member of our Application Support Team will follow up with you via email.

I’ll go ahead and close this thread for now, but if you need anything else, please don’t hesitate to reach back out.

[TheSEGAShop]

@MayaP I really hope they’re not going to just sweep this under the rug. The custom shipping rates feature is straight up broken, and my org has been unable to do ANYTHING about it since it happened. We’re meeting tonight to try and agree to something that sort of works in the feature that you have until it’s back to what it used to be OR bug fixed.

I was referred in a separate support email thread to WIX support which, frankly, wasn’t very helpful. I felt that I was going to be routed around to re-explain the issue again. I ended up giving up on that route.

[GrinoC]

Running into the same issue.