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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.

      • If you’ve enabled Test Mode but are using production credentials, disable it from Carriers > Edit.

      • 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).


      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.