Summary

Some orders shipped on the wrong carrier account because they went out under a different shipping profile, even though your profile-switch business rules are set correctly

Steps

  1. Open Business Rules (Home > System Settings > Admin > Business Rules) and confirm your profile-switch rule (for example one keyed on a UDF field) is set correctly for the affected orders.
  2. After you manually switch the shipping profile, refresh the shipping screen (hold CTRL+SHIFT+R) before you ship, so orders process under the intended profile and not the one that was loaded earlier.
  3. Confirm the shipping screen shows the profile you mean to ship under before you process.
  4. Email support@shipstore.com and include your company name, the affected order numbers, and the profile you expected versus the one used.

What you should see

the affected orders process under the intended profile and its correct carrier account