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      My Carrier's rates are wrong

      Learn what to do when your Carrier Prices are wrong

      ❓I've just tried to ship an order but the rates shown don’t match the negotiated rates from your contract, what should I do?

      If the shipment is with DHL, UPS, FedEx or TNT, try making a quotation directly from the carrier’s portal using the same data you entered in ShippyPro (sender, recipient, parcel weight and dimensions).


      Compare the services and prices shown on the carrier’s portal with those displayed in ShippyPro.


      If the prices don’t match:

      • disable the option Show tariffs without VAT from My Profile > Preferences > Carrier preferences.

      • disable Test Mode if you are using production credentials from Carriers page.

      • check that you haven’t selected additional services in ShippyPro that you’re not selecting in the carrier’s portal (e.g. Carrier Options in Carriers > Edit Prices, or extra services like Signature Required).

      • the Address and City fields may contain more characters than allowed by the carrier. Please reduce their length to meet the carrier’s requirements.

      If the carrier doesn’t have a live rating system follow the steps below:

      • Go to Carriers > Edit Prices and check the price list you’ve set for that carrier.

      • From the menu in the top left, select the correct zone.

      • Make sure the weight ranges and prices match so the correct rate can be calculated.

      • Also review the right-hand column, which shows possible surcharges and VAT.

       


       


       

       

      ❓What should I do if I see the error "There were no zones matching this shipment' country/postcode"?

      • Go to Carriers > Edit Prices.

      • Configure the shipping zones (countries/postcodes) correctly for the carrier.

       

      ❓What should I do if I see the error "There were no weight ranges matching XXX" ?

      • Go to Carriers > Edit Prices and set up the weight ranges and corresponding prices.

      • If you don’t want to configure a detailed price list, you can insert a placeholder value, e.g. 0–100 kg = 0€.

       

      ❓What should I do if I see Carrier's rate shown as zero?

      • Some carriers require rates to be entered manually in Carriers > Edit Prices.

      • Check the postcodes included in all configured zones. If the same postcode is included in multiple zones, the system will apply the last rate listed.

      • If a zone with a rate of 0€ has been configured for that postcode, that’s the one that will be applied.

      • We recommend adjusting the zones so that postcodes are unique and don’t overlap.