Courier issues at checkout
Learning Objective
After reading this guide you should have a better understanding of:
Why customers may experience issues completing orders due to courier setup
Specific areas to check within the courier system when issues arise.
Contents
Written Guide
Overview
There may be times when customers raise complaints that they are unable to bypass the delivery stage of the checkout
There are a number of reasons within the courier setup why this may be the case:
There’s no courier rate setup for the customer’s country:
First of all take a look at where the customer is setting their delivery address, is it overseas for example?
Check the country set within the admin to determine which courier should be available. This can be found under ‘Catalogue > Shipping Management > Countries and Groups’. We can see here for example United Kingdom is present:
You can then check the courier countries page to see if there are any available couriers for this delivery country, this can be found under ‘Catalogue > Shipping Management > Couriers and Rates'. Switch to the ‘Couriers Countries’ tab:
If the delivery country doesn’t have a corresponding courier set up on this screen, one will need creating for the country.
The customer’s postcode isn’t set as applicable for the rate:
If your website is set up with applicable postcodes, a very common issue will be the customer’s postcode isn’t listed as applicable on the courier.
First of all establish which courier should be available. From your courier list, ‘Catalogue > Shipping Management > Couriers and Rates'. When you’ve located the relevant courier select ‘View Couriers Rates’ for the courier:
Establish which country group the customer’s delivery country uses (in most cases UK - Mainland will just be listed as ‘local’ or ‘none’). When you’ve found the relevant courier, select the ‘edit’ button:
Navigate to the ‘Rates’ tab and check whether the customer’s postcode is applicable to the rate, if not, the postcode will need adding to the relevant courier:
The product(s) within the customer’s basket doesn’t meet the rate’s criteria:
If the customer address is applicable to the rate but the rate is still not showing as available, the most common occurrence will be the specific combination of products within the customer basket.
Does the product meet the criteria of the rate?
Rates are gauged by price range and weight, the first thing to check is if the basket total matches the rate criteria. Navigate to the applicable courier and check the ‘Rates’ tab:
Compare the rate to the combination of weight/price within the customer basket (the Stock and Weights / RRP and Cost tab of products). If it falls out of the criteria of all rates within the courier, the rates will likely need amending.
The product is blacklisted
Navigate to the main courier's page, ‘Catalogue > Shipping Management > Couriers and Rates'. Click the edit button of the courier (not ‘View Couriers Rates’!):
Is the product present within the blacklist?
Summary
This guide should hopefully outline why your customers are unable to complete an order due to no courtiers being available on the basket page, however, if you need any further assistance, please do not hesitate to raise a ticket.
Further Reading
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