Shipping not added on checkout

[Josie-DVH]

Hi there,

I've just set up weight-based shipping, so that I can more accurately reflect postage costs, rather than using flat rate sending.

I updated all my products to include a weight, and I've followed the Australia Post shipping rates and added the following:

I just received an order, which should have had shipping calculated at $12.20, however, no shipping was charged at all.

I'm a little bit stumped by this.  The default fallback rate was also not charged.

Any clues?

[Marikitglow]

Ok... So the shipping rate is displayed... AFTER the customer inputs their address.

I don't like this, it seems sneaky. When the checkout page is opened it shows shipping $0.00. then sneakily adds it on.

Is there any way to change this show it is shown directly upon page opening?

[Seamus]

@Marikitglow I'd say this is because we need to know where an order is being shipped before determining which shipping rate is applied to the order.

Personally this is something I see fairly frequently when ordering things online myself - shipping doesn't tend to be added or calculated by websites until they know where the item is going. The intention here isn't to be sneaky, though I can see how this could be confusing for customers! Happy to pass on your feedback - maybe having messaging such as "shipping will be calculated upon checkout" could help make things a little clearer?

[Marikitglow]

shipping will be calculated upon checkout"  does actually come up, but then go to check out screen and it shows $0.00 shipping. It only comes up after address is inputted.

Btw, the shipping is flat fee Aust wide. 7.65 under 68.99, free shipping over $69.00

So where it's going is irrelevant

[Jase024]

I am having the same issue with shipping rates here. I did notice if you remove and retype the shipping address the cart updates to the correct shipping rule. Seems like this is a code issue with square. There should be a refresh on the shipping address after another item is added.....

[Seamus]

Hey @Jase024,

Welcome to the community! Did you happen to check the post made by @JOSIE-DVH and see if this might be it at all?

If it's something you're able to consistently reproduce and nothing in this thread is helping, please don't hesitate to contact out support team to check in and see if they have a solution - if not, they will be able to file a bug report!

You can call support on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time), or contact us via online chat or email:

1. Sign in to your Square account

2. Head to our contact page https://squareup.com/help/au/en/contact

3. Click on any topic, then "I don't see my issue"

4. Click "Message us" or "Email us"

Or, if you see the new chatbot help flow, type "support" to bring up a list of contact methods.

[Jase024]

I did thank you. This did not resolve the issue for me. 

[Arie]

Sorry to hear you're still having trouble with shipping after going through these steps, @Jase024! In this case, reaching out to support would be the next step for us to take a closer look. 

[azot]

Hi there,

I have a similar issue. I'm trying to set up two options for the customer to receive their product: Option A - customer pick up from location of their choice (a separate issue all together), Option B - shipment to customer from store. I've set up both fulfillment methods: 'Pickup' and 'Shipping'. When I'm testing my website, for some reason only 'Pickup' option is available by default. 'Shipping' option is not being shown.

Also another question on 'Pickup' fulfillment type. If I have multiple places where a customer can pick up from, how can I set this up so that the customer selects from the list of 'pickup' points?

[Arie]

Hi @azot,

Thanks for writing in and welcome to our Community!

You might have selected Pick Up as the default fulfillment method. To check if this is the case:

1. Sign in to your Square Online Dashboard.

2. Head to Settings > Checkout or Shared Settings > Checkout if you have multiple sites. 

3. Scroll down to Advanced Settings > Edit Advanced Settings. 

4. From here, you can select a default fulfillment method.

If you're not seeing all fulfillment types available when going through the checkout, it's worth checking that your items are available for all applicable fulfillment types you've set up. Head to Items > Site Items in your online Dashboard, and select an item in your store. From there, scroll down to Fulfillment to check if the item is available for shipping, too. 

If you're still stuck on your shipping options after going through these steps, feel free to reach out to our local support team who'd be able to look into your settings alongside you to troubleshoot, too. You can reach us on 1800 760 137 (Mon-Fri, 9am-5pm Melbourne time).