UK order being allocated an International shipping rate

[StephenClose]

Today I received an order from a UK customer (with a London UK delivery address and Post Code), but with the shipping rate set as International Air Mail (Zone One).

A month ago I had a call from a different UK customer, who noticed her shipping rate was repeatedly jumping from Royal Mail Second Class to International Air Mail as soon as she tried to use her Apple Pay to complete the order. We worked round her issue, by creating an invoice (with the correct postal rate) for her to pay.

Has anyone else noticed similar problems?

[MayaP]

Hi @StephenClose — thanks for flagging this to the Square Community! That definitely sounds like odd behavior.

Do you happen to have an order number you can share? We’d be happy to take a closer look.

[StephenClose]

@MayaPI have also raised this as a support email Case #: 106413114 

The order number is Square Online 613700267

If it helps, my International Zone One postal rates include all countries that are not explicitly included in other postal rates. I have two International Zone One rates, Air mail and Tracked Air Mail.

[MayaP]

I've escalated this to our Online Team and will keep you updated. I'm out of office until Monday, so you'll hear from me next week. Thanks for your patience!

@StephenClose 

[MayaP · Accepted solution]

I do have an update. Apple Pay helps speed up checkout by saving certain details, including the customer's shipping address. If the shipping rate changed when using Apple Pay, it’s likely because the address saved in Apple Pay was different from the one the customer originally entered — or the formatting was slightly off. Even small differences can affect how the system calculates shipping rates.

I hope that helps clarify things! Let me know if you need anything else 😊

@StephenClose