Summary: A rate shop rule on the profile has nothing in it to skip international orders, so it fires on them too and can send them out on a carrier or service you did not want. Add a criteria to the rule that an international order cannot match.

Problem

An international order is rate shopped and ships on an unexpected carrier or service, or it errors while processing. You expect international orders to stay on the profile's carrier. The order can also sit unprocessed while the rate shop keeps firing.

Cause

A rate shop rule fires on every order that meets its criteria, and international orders meet it too unless the rule says otherwise.

International shipments usually should not be rate shopped, because customs paperwork, service options, and billing are different from one carrier to the next. With no country limit on the rule, an international order goes out on whichever service wins the rate shop.

How to check: find the profile the order processes under and read its rules. A rate shop rule with no destination country in its criteria is the one firing.

Fix

  1. Find the profile the order processes under.
  2. Open its business rules and find the rule that starts a rate shop.
  3. Add a criteria to that rule that an international order cannot match, such as a destination country limit, so the rule only fires on the orders you want.
  4. If you want the rule off for now but do not want to lose it, add a criteria that can never be true, for example a shipment ID you only use for testing. The rule stays in place and stops firing.
  5. Check your other profiles for the same rule and make the same change.
  6. Reprocess the order and check it keeps the carrier and service you expect.
  7. If a rule change does not seem to take hold, hard refresh with Ctrl+Shift+R, or try again after the overnight refresh.
  8. If you would rather Shipstore made the change, email support@shipstore.com with the profile name and what international orders should ship on.

What you should see

A test international order processes on the profile's carrier with no rate shop, and domestic orders still rate shop where you want them to.

Related articles

  • Keep one customer off a carrier using a rate shop rule
  • Premium service is rate shopped down to Ground
  • International rateshop returns only one carrier (rule needs a UDF)