Summary: Orders keep rating to Ground instead of the service you expect when the item weight or dimensions are wrong. Check the scale weight, fix the item weight and dims, then process the orders again.
Problem
A wave of orders keeps landing on Ground service on every attempt instead of the service you expect. You may see a status like:
ORDERS ARE STAYING GND
Cause
Service selection uses the shipment weight and the item dimensions. When the item weight or dims are wrong, or the scale feeds an unexpected weight, the shipment keeps matching the Ground rule, so the orders stay on Ground.
How to check: put a package on the scale and see whether the weight looks right. A wrong or zero weight points to a scale or item-weight problem.
Fix
- Place a package on the scale and confirm the scale display shows the expected weight. This rules out a scale or weight problem.
- Check the weight and dimensions on the affected items in the item book.
- Correct any wrong item weight or dimensions.
- Process the affected orders again. They should now rate to the service you expect.
What you should see
The reprocessed orders leave Ground and get the service you expect, and the scale display matches the real package weight when you capture it.