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Why Your Shipping Rates Are Coming Through Wrong (and How to Get Them Fixed)

Sometimes the shipping cost shown at checkout doesn't match what you expect — it may be too high, may not reflect your negotiated carrier pricing, or may look off for international orders. This article explains the most common reasons shipping rates come out wrong and how to get them corrected quickly.

Note: This article covers shipping cost/rate calculation problems. If shipping options aren't appearing at all at checkout, that's a separate topic.

Common Rate Problems

1. UPS rates much higher than expected

Some orders show UPS rates that are double or triple the actual cost. This usually points to a configuration or data issue affecting how the rate is calculated for that order — not something wrong on UPS's side.

2. Negotiated UPS rates not applied at checkout

If you've negotiated discounted rates with UPS, checkout may still be showing standard (retail/list) rates instead of your account pricing. When this happens, your negotiated pricing isn't being reflected in the quote your customer sees.

3. Rates inflated by product weight or dimensions

Carriers often price based on dimensional weight — a combination of a package's size and weight, not just weight alone. For large parcels, this can also trigger a "girth error." If a product's stored dimensions or weight are inaccurate or missing, the calculated rate can come out much higher than the real cost.

4. International or Canada quotes coming out wrong

Shipping quotes for international destinations, including Canada, can sometimes calculate incorrectly. Like the issues above, this typically comes down to how the rate is being generated for the specific order and destination.Why You Can't Fully Diagnose This Yourself

Each of these problems can have several underlying causes, and they often look similar from the store owner's side. There's no reliable way to pinpoint the exact cause from the checkout screen alone. To correct the rate, WSM Support needs to review the specific order and see exactly how it was calculated.

How to Get It Fixed

Contact WSM Support and include the following details so we can investigate right away:

    • Order number for the affected order.
    • Rate charged — the shipping amount that appeared at checkout.
    • Rate expected — the amount you believe is correct.
    • Product(s) involved in the order.

The more complete this information is, the faster we can identify the cause and correct your rates.

Tip: If the problem affects one specific product repeatedly, mention that — it often points to a product data issue we can fix directly.