Managing Shipping Profiles with Multiple Conditions: Handling Wholesale and Standard Rates

[NutmegCreative]

I've had my square website for many years now, but I've noticed that some of my shipping profiles (by weight) are starting to show up as an option at the checkout even when the conditions aren't met. For example, I have a product that is 600gms in weight. I have some profiles (used for lighter products) that 'cap out' at 490gms, so shouldn't show if the weight is higher than this. However, these 'lighter' shipping options are still showing up even though the product in the cart is 600gms. This had previously all worked and had been tested thoroughly, but now it's giving customers cheaper postage options for heavier products! Help! Thank you in advance. Kirstyn

[Laurie_]

Hi @NutmegCreative, thanks for reaching out!

In order to take a closer look at the issue you're experiencing, could you provide an example of an item where this is happening at checkout? Please include the full item name and a link to your website, so I can investigate further.

It seems like there may be some overlap in your shipping profiles, but I’ll need to dig a bit deeper to pinpoint the exact cause.

Looking forward to your response! 🙂

[NutmegCreative]

Hi Laurie - I've had to update the shipping profiles so it will work in the mean time (albeit still showing one that not relevant) so this has overridden my settings now (I just couldn't have it sitting there with the options for $1.50 shipping on a heavy product!). The funny thing is it used to work and I hadn't changed anything...

Same issue with a 'Free Shipping' for Wholesale purchases over $500AUD... cart was $6.00 and still giving that free shipping option...

I have a screenshot I took before changing it though, but I'm not sure how to upload to this forum as the upload button doesn't have an option to upload from file.

Honestly I'm really struggling with Square / Weebly, it might be free but it's usability is really frustrating.

[Laurie_ · Accepted solution]

@NutmegCreative I've attached some screenshots to help guide you to upload an image from your device. Once you select the little camera icon, you'll see the prompts to upload an image.

Do you offer a separate wholesale shipping rate within your default shipping profile?

If so, these rates may also appear at checkout for non-wholesale customers. To check, take a look at your shipping profile. At the top, you’ll find the 'Type of Profile' section. It’s likely that you’ve selected the 'Default (all items)' option, which allows the platform to apply any available rates in this profile to all eligible items added to the cart.

It sounds like you're looking for a way to offer wholesale rates based on multiple criteria (e.g., order total and weight), but unfortunately, Square currently doesn't support setting multiple eligibility conditions within a single shipping profile.

While this might be a limitation, a workaround that could help you achieve something similar would be to instead offer a wholesale discount based on order value. You could share a unique discount code with wholesale customers when the order total exceeds a certain amount. While this doesn't affect the shipping cost directly, it may allow you to lower the overall cost for larger orders.

In the meantime, I've gone ahead and ensured you'll be able to reach our phone Support Team when calling in from the mobile number listed on your Square account. It might be helpful to discuss these options over the phone, and have someone take a closer look at your current shipping rates in real time. You can call support on 1800 760 137 (Mon - Fri, 9 AM - 5 PM Melbourne time).

If there's anything else we can help with from our side, don't hesitate to let us know! 

[NutmegCreative]

Cheers Laurie - I now have access to upload photos which is good (only the 'link' option was showing before, no camera icon or video icon).

Yes, I do have a separate wholesale rate, but for any orders below $500AUD this should not show up as an option, it still does, even for a $6.00 card. There's also the problem where a $25.00 retail order with a weight of 600gms gives the option of $1.50 shipping when the weight bracket for that is well below 600gms. As I said, I've had to update and make some other tweaks (which comes with a different set of issues) as a work around in the meantime. If I'm still having trouble, I'll call the help desk. Thank you.

[Girlvic]

OMG! I'm having the same issue! It was working fine until yesterday! Support isn't helping, saying I need to change things but something in the system has changed.