Shipping Best Practices

Shipping is one of the most complex parts of the system, but it doesn't have to be confusing!  There are several things that we can do to mitigate the mystery that is "shipping on a store". 

Calculated Shipping

Calculated shipping is a fantastic tool when it comes to setting up your store.  It takes the stress of trying to figure out a standardized shipping rate.  Because every OMG account is set up with commercial USPS, we can easily set up a shipping method on the store from the very start!

It's important to understand the anatomy of the set up to get your store ready to calculate shipping. Click here to learn more about how to set up shipping on your storefront!

#1: This is the service level selector.  When you click into this box, you'll see a drop down list of service levels available for that carrier, specifically.  Ultimately, the choice of service levels that you offer is up to you, for USPS in particular we recommend using at least Priority Mail.  This will cover all packages that would be eligible for First Class Mail/Package, but also includes packages up to 70 pounds. You can still use First Class, but it will only cover orders up to 13 ounces. For all other carriers, it's best to ensure that your package dimensions and product weights will be eligible for the service level selected so that you don't run into any errors.

#2: Rate adjustments are additions to the rates that Shippo calculates based on the customer's ship to address.  This can be a flat dollar amount or a percentage of the rate.  Typically, we see anywhere between $2-$4, depending on the box size that you use in area three.  This can help cushion you for rate fluctuations, as rates tend to change from day to day.

#3: The box dimensions that you enter are crucial to your calculated shipping set up. For our system, we allow for one set of package dimensions at set up, and this is one of the larger contributing factors to shipping calculations.  We normally recommend using a median box size if you plan on shipping a variety of package sizes from your store. For a store that is shipping apparel, hard goods, and accessories, we would recommend using a box size around 10 x 10 x 10 inches so that you're gaining shipping revenue for your smaller packages and losing some on the larger packages, resulting in a wash where you're either breaking even or even on top! 

Once you understand how each part is defined, it makes the setup that much easier.  The hardest part is figuring out what rate adjustment and box size will work best for you.  If all else fails, you can use the recommended parameters above, and hone your needs from there! 

Carrier-Specific Quirks

Because each carrier has their own unique set of parameters and set ups within Dealer Settings, it's good to have a cheat sheet of what to check if shipping is disappearing from your checkout. 

• When setting up UPS on a store, if it was working on past stores but still disappearing from checkout, you should check what credentials are used in set up via OMG Dealer Settings.  UPS forces password updates from time to time, which makes the current information unverifiable.  
• With FedEx, typically the issue lies within the meter number.  You might think that your account doesn't have a meter number, but it may just be tricky to find.  If you've put your account number into the meter number field in Dealer Settings > Shipping > FedEx > Meter Number, you'll need to recreate the shipping set up with the correct information in order to use it on storefronts.  Click here for our help center article for how to find your FedEx meter number!
• Canada Post has two keys that clients have access to.  One is called the “Developer Key” and the other is the “Production Key”.  More often than not, issues that arise here are due to the incorrect key used.  For the OMG set up, you will need the production key. 
• USPS offers international service levels that are compatible with OMG storefronts.  However, when setting it up, the client may notice that these service levels disappear from the back end.  This is a display issue with these service levels, and testing checkout will show international service levels if an international address is filled in. 

Pick Up Options

Pick up options are particularly useful in events where you're shipping to a central location like an office building or a school where customers will receive their orders.  There are a few best practices that should be mentioned, however, so that the reporting shows how we would expect and taxes get calculated correctly. 

When setting up pick up options, it's important to remember that taxes are calculated off of the ship to location of the order.  If the customer is not prompted to enter in shipping, then the store needs to be set up to account for that calculation.  Whether you're using a percentage pick up or a flat fee pick up, you'll have the green "Add Default Destination" link at the bottom of the set up box.  

Pro-tip: When setting up a default destination, it's a good idea to run the address being used through the USPS Zip Code Lookup to ensure that the formatting is correct on the address.  If the address is not formatted correctly, then it will throw a 500 error when selected. 

FAQ's and Troubleshooting Tips

Q: The "Shipping" box disappears from the store checkout, and customers cannot continue to "Place Order". 

A: Once shipping details are entered, the service levels that the order is eligible for will display to the end user.  So if you only have First Class on your store and the customer checks out with products that weigh more than 13 ounces, then their order is not eligible for the shipping options you have for the store.  Try double checking the service levels you have available to account for these scenarios, as well as the product weight settings so that you're not accidentally overestimating weight.

Q: Customers are not able to move past the shipping information to enter payment.

A: More often than not, customers forget to select a state or province when entering in shipping information.  If you can get a screenshot of their checkout screen, and see that the state is not selected, then you should advise the end user to select a state or province.  At that point, they will be able to select the "Save and Continue" button to move to payment! 

Q: Shipping is calculating rates for a $10 order the same way as a $150 order with way more stuff? 

A: When using a carrier shipping option, it takes into account four things: shipping weight, zone, package dimensions, and connected account rates.  For our system, we allow for one set of package dimensions at set up, and this is one of the larger contributing factors to shipping calculations.  That said, if you're using multiple packaging options, we recommend using a median box size or the largest size box that you anticipate shipping out in.