1. Why is my Carrier Method not showing at checkout?

This usually happens because:

• You haven’t enabled the app
• The carrier method is inactive
• Product dimensions or weight are missing
• Fallback dimensions are turned OFF
• The method violates one of its own rules (e.g., weight range)
• Your Shopify store has other apps overriding rates

How to fix: Enable the app, turn the carrier method ON, check your dimension rules, or enable fallback dimensions.

2. Why is the shipping fee higher than expected?

Shipping fees are calculated using Billable Weight (BW). The formula is:

BW = max(Actual Weight, Dimensional Weight)

Where:

• Dimensional Weight (DW) = (Length × Width × Height) ÷ DIM factor

• Actual Weight (AW) = weight from product data or fallback

Then the Shipping Fee is calculated as:

Shipping Fee = max(BW × Base Rate, Minimum Charge) + Total Surcharges

What can increase fees?

• A large but light product → high DW → higher BW
• A low DIM factor (e.g. 2500 instead of 6000) inflates DW
• Extra Surcharges (e.g. residential, liftgate)
• A Minimum charge that overrides low weight-based cost

Tip: If small/lightweight orders end up costing you money, increase the Minimum Charge to protect margins.

3. Why are some orders not entering a batch automatically?

Common reasons:

• The order doesn’t match any batch rule

• The delivery date is missing or incorrect

• The shipping location doesn’t match the rule

• The company on the order doesn’t match the rule

• The order’s weight or volume is outside the rule limits

• Multiple rules apply, but the rule priority prevents this order from being selected

• The order status is not eligible for batching (e.g. Cancelled, Archived, Fulfilled, Refunded, Payment Pending)

• The order was created before the app was installed – the app only tracks and batches orders that are created after it was installed and set up. If you need to include older orders, please contact our support team for help.

What you can do:

Check your batch rule conditions and make sure the order meets all the required criteria.

If needed, you can adjust the rule or contact the app team for help with existing orders that aren’t being picked up.

4. What happens if I change the DIM factor?

Only new orders will use the updated DIM factor. Existing orders keep their original shipping fee.

5. What are fallback dimensions and why do I need them?

Fallback dimensions are “backup” sizes used when a product has no size/weight data.

You need them because:

• Missing dimensions = shipping cannot be calculated
• Orders may not show any shipping methods

With fallback dimensions ON, the app can always calculate shipping – preventing checkout issues.

6. What is “on_hold” status on an order?

This means the app is holding the order to group it into the correct batch. It prevents accidental fulfillment before batching is done.

When the order has been successfully delivered, it is switched to Fulfilled status.

7. When should I use Force Release on a batch?

Use Force Release in the following cases:

• It’s the end of the day, and the batch must ship.

• Orders in the batch are urgent and cannot wait for threshold fulfillment.

• The batch didn’t reach the configured threshold but still needs to be dispatched.

• You’ve made changes to batching logic, such as:

• Editing or deleting a batch rule.

• Updating batch thresholds or delivery configurations.

• Canceling a batch from the monitor view.

In these cases, existing batches created under old rules may no longer qualify for auto-fulfillment. Force Release ensures they are pushed forward manually.

Force Release skips all remaining batch conditions and moves the batch directly to Ready to dispatch.

8. Can I delete a batch?

Yes – but only if the batch is in Cancelled status.

Deleting a batch is helpful when it’s no longer needed due to issues like incorrect shipping info, missing items, or invalid orders – and you want to remove it completely from the system.

Key points:

• Only batches in Cancelled status can be deleted

• When a batch is Deleted, all of its data is permanently removed from the system. It will no longer appear anywhere in the app.

• Any orders from the deleted batch will return to their previous state:

  • If they’re still eligible for batching, they will be automatically added to a new batch (with status = On_hold).

  • If they’re no longer eligible (e.g., the orders were already cancelled), they will stay in that state and won’t be re-batched.

This ensures that only batches with no further operational value are deleted, while keeping order statuses accurate.

9. Do carrier settings or dimension changes affect existing orders?

No. Changes apply to future orders only.

This ensures no unexpected changes happen to orders already paid.

10. What happens when two batch rules match the same order?

The app uses Priority:

• Lower number = higher priority
• If priority is equal → the newer rule overrides

This prevents conflicts.

11. What does “Waiting for delivery” mean in a batch?

This status means the batch has already met the grouping conditions (e.g. weight, volume, order count), but the desired delivery date is still in the future. The batch will remain in this state until the delivery date approaches, at which point it can move to the next stage.

If the delivery date is 3 days from now, the batch may wait until closer to the delivery day before moving to the next stage.

12. How many surcharges can I add to a carrier method?

As many as you need. You can:

• Create global surcharge types
• Add custom surcharges that only apply to one carrier

13. Can the app handle B2B orders with the same company name?

Yes. Use the Company condition in batch rules to group orders from the same business.

All orders from “Acme Pty Ltd” can be grouped into one batch automatically.

Note: Batch grouping by Company only works for Shopify Plus and B2B customers. It does not apply to legacy (non-B2B) customers. If you want to batch orders from legacy customers, create a batch rule without the Company condition.

14. What happens if a product has both Shopify dimensions and a Dimension Rule?

Each source is used for a different purpose – there’s no “which one takes priority overall.” Here’s how it works:

• Weight:

→ The app always pulls weight from Shopify, because Shopify is the only place that provides this.

→ If the product doesn’t have a weight set in Shopify, the app will use the value from Fallback Dimensions (if you’ve enabled it in settings).

• Length × Width × Height (L×W×H):

→ The app uses the values from the Dimension Rule you’ve set up in the app.

→ If any of those are missing, it fills in the gaps using Fallback Dimensions.

In short:

• Weight → comes from Shopify.

• Size (L×W×H) → comes from your Dimension Rules.

• Fallback Dimensions are only used if something’s missing.

You don’t need to worry about conflicts – the app automatically knows where to pull the right info from

15. Is Future delivery date available on all Shopify plans?

No. Future delivery date is available only on Shopify Plus stores.

16. Does Desired Delivery Date affect batching?

Yes. Orders with the same chosen date can be grouped into the same batch automatically.

Especially useful for:

• Scheduled deliveries
• Wholesale orders
• Subscription-based drops

17. What happens if I delete or change key settings?

17.1. What if I turn off or delete a Carrier Method I already created?

What happens:

• That shipping method will no longer show at checkout.

• New orders won’t use it anymore.

• Existing orders and batches that already used it still keep it – they won’t update automatically.

What you need to do:

• Go to the Batch Monitor, find batches using that Carrier Method.

• Best option: cancel those batches, so the orders return to hold and can be regrouped using your updated methods.

• Or: manually mark them as Ready to dispatch or Force released, depending on your ops flow.

Most merchants choose to cancel first, then regroup.

17.2. What if I change or delete a Batch Rule?

What happens:

• New orders will follow your updated rules.

• Old batches and orders that were already grouped will not change.

What you need to do:

• Open the Batch Monitor and review affected batches.

• To apply the new rules: cancel the old batch – the orders will go back to hold and get picked up again (if eligible).

• Or: manually move those batches forward (Ready to dispatch / Force release), if you’re okay shipping as-is.

• Again, the most common approach is to cancel and regroup.

17.3. What happens when I cancel a batch in the Batch Monitor?

What happens:

• All orders in that batch are removed from it.

• They go back to a “hold” state (if still valid for batching).

• The app does not automatically regroup them – they’ll wait for your next move.

What you should do next:

• If your batch rules are updated and correct, the cleanest way is to let the orders be grouped again under the new rules.

• That happens during the next batch evaluation cycle (or you can trigger it by force refreshing).

• If you don’t want them regrouped: you can fulfill them manually, or add them to a new batch directly.

Why cancelling is the most flexible option:

• It’s the safest way to reset a batch after changes (like updated Carrier Methods or Batch Rules).

• Most merchants cancel the batch, double-check rules, then let the system regroup orders cleanly.

17.4. Why doesn’t the app handle this automatically?

• To keep things safe and avoid shipping mistakes, the app doesn’t auto-change orders or batches after you change settings.

• This gives you full control – especially important when shipping timelines and fulfillment are involved.

17.5. How can I manage this?

• Use the Batch Monitor to check batch statuses and take actions.

• Review your Carrier Methods and Batch Rules regularly.

• Need help? Reach out anytime through the Help Desk in the app.