Checkout rates not showing

Forensik prices checkout carts from your approved rate cards, fuel levy and markup rules. When it cannot, the checkout shows your fallback rate if you set one, or no Forensik rate at all so only your store's other shipping methods appear. Use the Test a Quote page (/test-quote, under Pricing) to price the same cart and see the reason; see Test a quote. Each section below covers one cause.

Checkout pricing not on your plan

Live checkout pricing is on the Growth plan and above.

Cause. Live checkout rates are a Growth plan feature (Scale and Enterprise include it too, and so does the free trial). On Starter, or once a trial ends without a paid Growth plan, Forensik does not answer checkout rate requests. Orders still sync from WooCommerce and Magento.

Fix. Upgrade to Growth or above under Billing, then turn live rates on again: for Shopify select Turn on in the Live checkout rates panel on Integrations. WooCommerce and Magento pick it up on the next checkout. See Plans and limits.

When to contact support. If you are on Growth or above and still see this message.

Shopify refused carrier-calculated shipping

Shopify said: (Shopify's message). Carrier-calculated shipping must be available on the store's Shopify plan.

Cause. To show third-party rates at checkout, Shopify has to allow carrier-calculated shipping on your Shopify plan. When it does not, Shopify refuses to add Forensik as a rate provider and Forensik shows Shopify's reason in the Live checkout rates panel.

Fix. Check with Shopify that carrier-calculated shipping is available on your Shopify plan, and change plan or add it if needed. Then select Turn on again in the Live checkout rates panel.

When to contact support. If Shopify confirms carrier-calculated shipping is available and the panel still shows a Shopify error.

Fallback rate shown

The checkout shows your fallback rate (or no Forensik rate) instead of a priced option.

Cause. The cart reached Forensik but could not be priced. The reasons Forensik records are:

• destination outside Australia: Forensik prices Australian deliveries only. No Forensik rate is shown, not even the fallback.
• nothing to ship: every item in the cart is marked as not needing shipping. No Forensik rate is shown.
• a cart item has no SKU: a product in the cart has no SKU in your store, so Forensik cannot match it.
• destination suburb, state or postcode missing: the checkout has not sent a full Australian address yet, or the postcode is not 4 digits.
• no service could price the cart: none of your carrier services could price it, for example a SKU not set up in Forensik, a SKU with no cartons, no approved rate card, fuel levy or markup rule in force, or a postcode or weight not on the rate card.

A slow answer also shows the fallback; see Live rate timeouts.

Fix. Give every product a SKU in your store that matches a SKU in Forensik, and set up its cartons. Make sure each carrier service has an approved rate card and fuel levy in force and that you have a markup rule. Price the same cart on Test a Quote to see exactly which problem applies. See Cannot price orders.

When to contact support. If Test a Quote prices the cart but the checkout keeps showing the fallback.

Too many cartons

The cart ships as (number) cartons; the limit is 5000

Cause. Forensik works out the cartons from each SKU's carton set-up times the quantity. A consignment can hold at most 5,000 cartons, so a very large cart, or a SKU with far more cartons per unit than intended, cannot be priced. At checkout this shows as the fallback rate.

Fix. Check the SKU's cartons: a typing slip such as 100 cartons per unit instead of 1 is the usual cause. Very large orders should be quoted outside the checkout.

When to contact support. If the carton count in the message does not match your SKU set-up.