Rates not showing at checkout

If a customer doesn’t see a rate you expect, test their address first, then work through the common causes below.

Find the reason

1. Select Test checkout.
2. Enter the customer’s country, postal code and cart, and select Run check.
3. Open not shown. Each rate there shows why it didn’t show.

To find real customers who saw no rate, open Checkout log and turn on Only checkouts with no rates. You can also ask Ask Bird, for example “Why did 10001 get no rate?”.

Common causes

• The change isn’t live yet. If you see You have unpublished changes, select Review & publish.
• The rate is paused. In Rates, open the rate’s actions and select Turn back on.
• The rate is for test customers only. It shows only to customers with your test tag. Change its status to Active.
• The address isn’t in the zone. Check the zone’s Countries and regions and Limit to, including Except.
• A condition didn’t match. Check Conditions on the rate.
• A product exception blocks it. Check the zone’s Product exceptions and Product exceptions in all zones in Settings.
• Another rule hides it. Check Delivery customizations, When several rates match on Rates, and any rate above it with Hide other rates when this one applies.
• The rate shows Needs calculated shipping. Your Shopify plan doesn’t include calculated shipping. Change its price or zone, or move to the Advanced or Plus plan, or any plan billed yearly.
• A store has no map pin. Distance can’t be measured. Set it in Settings, then Locations and map pins.
• A market shows Not showing. Check Settings, then Markets & backup rates, and open Alerts for a fix.

Make sure customers always see a price

Give every market a backup rate in Shopify. If the app can’t answer, customers see that rate instead of no price. See what checkout shows if rates can’t load.

Related Articles

• Test a checkout before going live
• Create delivery zones by zip, distance or country