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Troubleshooting checkout issues - Shipping

Review these settings to ensure shipping methods are displayed in checkout.

Fixing manual shipping methods

Shipping methods with unconfigured weight ranges or countries will be missing from checkout.

  1. On the left menu of the Back Office click Settings.
  2. Click Shipping methods in the column labeled Store Settings.
  3. Click on the title of the shipping method that is not displaying in checkout.
  4. In the SHIPPING RATES section, ensure the weights of the products in an order are added together in checkout. When the total weight exceeds the weight range of a shipping method, the shipping method will not appear. Visit one of the following articles for more information adding weight ranges:
  5. In the COUNTRIES section, make sure that you have created a shipping method for the customer's country of origin.

Fixing North American shipping methods

Shipping methods for North American customers will be missing from checkout when the Region field is disabled.

  1. Login to your eCom Back Office and click Settings.
  2. Click Advanced in the column titled General settings.
  3. In the section labeled CUSTOMER NAME & ADDRESS, make sure Region is located:
    1. In the Required column if shipping only in North America.
    2. In the Optional column if shipping in North America and Europe.

Fixing shipping integrations

Shipping methods will be missing from checkout when integrations or apps are setup incorrectly.

  1. Make sure you have activated the status.

  2. Make sure your credentials have been entered correctly. Login to your shipping integration provider or contact them to obtain the correct details.
  3. If available, make sure you have created a price matrix.

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