If your shipping rates are displaying incorrectly or no rates appear and an error message is shown at checkout.
You can use the History section in the ShipX app to identify and resolve the issue.
Follow the steps below to troubleshoot using rate request logs.
1. Access rate request logs
Go to the History section in the ShipX app. This section contains detailed logs of every shipping rate request sent from Shopify to ShipX.
2. Locate the relevant rate request
Find and open the specific rate request where the shipping rates appeared incorrectly or were missing.
3. Review rate request details
Check the key details in the log:
- Number of items in the cart
- Cart details, including product names, total weight, and quantity
- Matched scenario, verify which scenario (if any) was triggered for this request
4. Verify scenario and zone matching
Ensure that:
- The correct shipping zone is matched as the destination zone.
- A shipping rate is configured under the matched scenario for that zone.
5. If the rate was triggered but displays incorrectly
- Review the shipping rules configured under the matched zone.
- Confirm that the rules (such as price-based, weight-based, or product-based conditions) are set up correctly and meet your intended criteria.
6. If the scenario was matched but no rates are displayed
- Verify that a shipping rate is configured for the matched destination zone.
- Double-check that all conditions in that rate are active and correctly defined.
7. If no scenario was matched
- Go to the "Scenarios" section in the app.
- Open the scenario that should have applied.
- Review and adjust the conditions (such as product filters, postal codes, or price ranges) to ensure they match your store’s setup.
8. Still having issues?
If you’ve followed these steps and the problem persists, please contact our support team for assistance. We’ll help you analyze the rate request and resolve the issue promptly.