shipping prices

[deswar]

I just got an order that should have charged shipping for all the pieces individually and seems to have only charged for the heaviest item alone (these are ceramics so they add up fast).  In the past it's worked fine.  Did something change?

[BernadetteA]

Thanks for reaching out, @deswar 👋 Welcome back to the Seller Community! 😊

I would be more than happy to look into this for you. Can you please confirm your website URL, and the order number of the purchase you are referring to? 

Thanks in advance! 

[deswar]

Order #1095119237

https://eightyacresart.square.site/

[BernadetteA]

Thanks! This is definitely strange. I can see that the weight total for the order should not have allowed for the $15 option. 

Have you made any changes at all to your shipping rules, and do you have a previous order that correctly applied the correct shipping charge for a similar rate that would fall into the "heavy" rule you have? 

Have you had a chance to reach out to support about this? I think it would be a good idea to contact the team so they can escalate this to the advanced support team. If you already have a case number, please let me know so I can also follow up with the team. 

[deswar]

I hadn't reached out to support yet, but just did.  Didn't change any rules.  I believe I did have something that would have been in the heavy category and it did charge an appropriate price.  I've since gone in and tried to change things so this wouldn't happen again, so I don't know how it was set when they ordered last week, tbh.

[BernadetteA]

Thanks for reaching out to them. I honestly don't know if they will be able to provide any more insight, unless there was a known report of this happening to other sites. 

They might also be able to recreate the order exactly as the customer ordered to see if the same shipping rate shows up. If that happens, they'll definitely be able to escalate to engineers for further research. 

Let me know how it goes. 🤞