Summary

When you re-open a saved business rule, its on/off switch can show the wrong position. For example a "No Signature Required" rule can look turned on when the stored value is actually off. If you press Save while it looks that way, the wrong value is written and only Shipstore support can reset it. So do not save a rule you only opened to look at.

Problem

You turned a business rule on for one batch, then set it back the way it was. The rule does not behave the way it is set. When you open it again, the switch shows it as on even though it was turned off.

Cause

This is a known display problem. After a rule is re-opened, the switch can be drawn in the wrong position while the stored value is the opposite. Pressing Save then writes the state shown on screen over the stored value. Right after you re-open a rule, the switch is not a reliable way to tell how the rule is really set.

How to check: run one test shipment that the rule should apply to and watch what the rule actually does. That tells you the stored value. The switch does not.

Fix

  1. After you change a rule and set it back, do not open it again and press Save just to check it. Looking is safe. Saving can flip it.
  2. Check the rule on a real test shipment instead of trusting the switch.
  3. If the rule does the opposite of how it is set, email support@shipstore.com and include the rule name, the profile, and what the rule is doing versus what it should do. The stored value has to be corrected on the back end. Saving it yourself will not reliably fix it.
  4. Stay on the ticket with support until a test shipment behaves the way the rule is set.

What you should see

On a test shipment the rule does what it is set to do, for example a "No Signature Required" rule stops the signature requirement from being added. The rule keeps behaving the same after you open and close it.

Related articles

See also: "A business rule prompt is missing on the shipping screen: refresh", "Shipment criteria options missing from the rule builder", and "Business rules disappeared after an update: what to do".