Shipping shows $0 or the wrong amount

When an order's shipping is $0 or clearly wrong, Allmoxy almost always hit one of a handful of causes: the charge couldn't be worked out and was saved as $0 without a warning, the address is incomplete, or the order is already paid or shipped and no longer recalculates. Start by opening the order and picking the shipping method again: the estimate, or the error that explains the $0, shows under the method picker. Then work down the causes below in order.

Applies to: catalog, itemized and project orders on every shop. Fixing a method or carrier setting needs permission to edit site settings and supply locations; typing a shipping override on an order needs Manually Edit Orders.

In this article

First, read the message under the method picker
No weights on the products, or an address outside the US and Canada
A carrier error
A formula error
An incomplete address or postal code
The order is already paid, or already shipped
The on-screen estimate differs from the saved amount
A customer can't see a method
Need the order out today? Type the amount
Still stuck? What to send support
Things to know

First, read the message under the method picker

If working out the charge fails for any reason, the order still saves, with $0 shipping and no message. To see why, open the order, pick the shipping method again (choose another method, then the right one), and read what appears under the picker: either an estimate or the carrier's or formula's error. The causes below tell you what each message means. After any fix, save the order again and check the shipping line, because the saved amount is what the customer is charged.

No weights on the products, or an address outside the US and Canada

This is the most common cause of $0 on a UPS or FedEx method.

"No weight found": no product or supply on the order has a weight, so there is nothing to send the carrier. Give your products a weight formula (see the weight formula section of Parts: how a product is calculated) and your supplies a weight, or switch the order to a custom method. The order page shows Total Weight in its totals, so you can see at a glance whether it's 0.
Carrier rates work only for US and Canadian destinations. For any other country, use a custom method.
Check that the carrier's max weight per package is filled in on the Shipping page (Settings > Operations > Shipping); Allmoxy splits the order's weight into packages of that size before asking for a rate.

A carrier error

"The shipping method you selected is not available": the carrier didn't return a rate for that service for this shipment. Try another service on the order, and check the account credentials on the Shipping page; see Connect UPS or FedEx for live shipping rates. If every service fails, send the message to support.
UPS "perhaps you meant ...": UPS says the city, state and ZIP on the shipping address don't match. Compare the address with UPS's suggestion and correct it on the order (and on the company, so the next order is right).
UPS next-day services are refused when the customer's ZIP is the same as your ship-from ZIP; pick another service.
A very heavy order can be refused outright: Allmoxy sends at most 50 packages, so raise the max weight per package or use a freight method.

A formula error

Saving the Shipping page saves every method, even one whose formula has a mistake in it. The error shows on the page after the save, and that method then charges $0 on every order that uses it until you fix it. Open Settings > Operations > Shipping and read the messages. A formula may only use the words price, quantity, weight, shipping_price, distance, round, floor and ceil, written bare with no braces or dollar signs; anything else is rejected. A formula that uses distance also gives $0 when the driving distance to the customer's postal code can't be found, and on a project instance a formula always sees a weight of 0, so a weight-based formula charges nothing there. The words, functions and worked examples are in Write a shipping price formula.

An incomplete address or postal code

Shipping is priced to the customer's ZIP or postal code: carrier rates and the distance lookup both use it, and the street address is never used. If the postal code is empty the estimate shows $0.00, and if it's in the wrong format the distance can't be found.

Canadian postal codes must include the space between the two parts, N5P 4B9 rather than N5P4B9. Get them in that format not only on the Shipping page, in your Ship From / Will Call address, but in the customer's shipping address as well, on the company and on the order. Once the postal codes are in the right format Allmoxy recognizes the distance and the charge calculates. The same tip applies to tax; see Troubleshoot tax rates. Make sure the country is filled in too.

The order is already paid, or already shipped

Shipping didn't change after you edited the items: the order is fully paid. A paid order recalculates shipping only when its shipping method or address changes, not when items change. Switch the method to another and back, or change the address and save, to force a fresh calculation, or type the right amount as an override.
Shipping won't change at all: the order is Shipped, and everything on it is frozen. Move it back out of Shipped first (Change an order's status), fix the shipping, and ship it again.
A remake always gets $0 shipping; that's by design.

The on-screen estimate differs from the saved amount

The estimate under the method picker is only a preview. The page shows $0.00 without asking, when the ZIP is empty or no line on the order has a weight, but the save still runs the method's formula on the server. So a flat-fee method can show $0.00 while you edit and save as $25.00, and the reverse can happen when the save hits an error the preview didn't. The shipping line after the save is the amount the customer is charged; glance at it before you move on.

A customer can't see a method

A method is offered on an order only when it's active and its tag rule allows the customer's company. On the Shipping page check the method's Active box and its tag setting (hide from customers with tags, or show only to customers with tags), and check the tags on the customer's company. A customer whose default method is hidden from them sees only the methods they're allowed. See Set up your shipping methods and Tags in Allmoxy.

Need the order out today? Type the amount

An employee with Manually Edit Orders can type the right amount into Total Shipping on the order, over the calculated one. The override stays until the order is Shipped, so you can fix the cause afterward without holding up the order.

Still stuck? What to send support

Send support (support@allmoxy.com, or the chat) the order number, the shipping method on the order, the shipping address, and a screenshot of the message under the method picker. That's enough to find the cause on our side.

Things to know

A failure gives $0, not an error. Check the shipping line after every save on a carrier method.
Distance is measured to the ZIP or postal code, not the street, so two customers in one postal code get the same distance.
Paid orders keep their shipping unless the method or address changes; shipped orders keep everything.
B2B shipping looks doubled? Several B2B formulas can apply to one supplier and add together; see the B2B section of Set up your shipping methods.