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Shipping rate look ups are incorrect

Thread began 1/16/2012 3:51 pm by Rob Emenecker | Last modified 1/16/2012 9:54 pm by Ray Borduin | 535 views | 3 replies |

Rob Emenecker

Shipping rate look ups are incorrect

Hi all,

I am trying to sort through an issue my client is having. They are using PowerStore 4 and have UPS set up in the store for shipping. The problem is that the shipping rates that the store is charging to orders is considerably less than the real charge that the customer is incurring. I have gone through the settings and everything appears okay. I have checked their UPS account online and confirmed that the pricing UPS is charging them, is NOT what PowerStore is pulling in as the shipping rate. How can I resolve this?

Best,
Rob

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Ray BorduinWebAssist

It must be differences in the actual weight or oversized box charges.

You could address the problem by adding a base charge to the shipping or by increasing the weights for the items to be in line with the actual charge.

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Rob Emenecker

Hi Ray,

I initially thought something similar. When I checked the weights, I saw that the item weights in the store database were 1-2 pounds higher than the actual shipping weight. Also, the boxes are well within UPS requirements, before dimensional charges are applied for UPS shipping.

Also, the differences are very significant. For a 5-pound order (that fits in a 7 x 7 x 12 box), the look-up via PowerStore came up with $8.04 for shipping, whereas the actual UPS charge was $14.97. That is roughly 80% over. A huge difference, and typical of the discrepancies that the customer is screaming at me about.

Is it possible an error on what is being fed to the rate look-up? Or some other back-end calculation? I've run several different test orders and the discrepancy seems for be in the 65-85% range of charged shipping vs. actual shipping. Also, if I log into customer's UPS account online and do a shipping calculation, they match the *actual* shipping charges that are paying.

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Ray BorduinWebAssist

I've opened a support incident so that we can look into this further with you in a phone call. Please update your incident with a good phone number and time to reach you and we'll help debug and get to the bottom of this.

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