--- title: Why Aren't My Shipping Rates Showing Up On My Shopify Store? description: Common reasons why shipping rates aren't being seen on the Shipping Methods page of the Shopify checkout process. --- [Skip to content](https://support.eniture.com/shopify-shipping-methods-page-missing-rates#main-content) English Show submenu for translations [Open Support Ticket](https://support.eniture.com/kb-tickets/new?hsLang=en) [![eniture\_w89\_h34.jpg\]](https://support.eniture.com/hs-fs/hubfs/eniture_w89_h34.jpg?height=40&name=eniture_w89_h34.jpg)](https://eniture.com/) - [Open a support ticket](https://support.eniture.com/kb-tickets/new) - [System status](https://status.eniture.com/) - [Visit the blog](https://blog.eniture.com/) Open main navigation Close main navigation - [Open a support ticket](https://support.eniture.com/kb-tickets/new) - [System status](https://status.eniture.com/) - [Visit the blog](https://blog.eniture.com/) - English Show submenu for translations - [Open Support Ticket](https://support.eniture.com/kb-tickets/new) - [Contact us](https://eniture.com/contact/) [Contact us](https://eniture.com/contact/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://support.eniture.com/?hsLang=en) 2. [Shopify](https://support.eniture.com/shopify?hsLang=en) September 25, 2026 # Why Aren't My Shipping Rates Showing Up On My Shopify Store? ## Troubleshoot why shipping rates from an Eniture app aren't appearing during Shopify checkout, including when Shopify displays a Backup shipping rate instead. If you expect one of Eniture's Shopify apps to provide shipping rates at checkout but the rates aren't appearing, use the troubleshooting steps below to identify the cause. The quickest way to diagnose the problem is to determine whether Shopify asked the Eniture app for a shipping rate and, if it did, what happened when the app requested rates from the carrier or shipping provider. You don't necessarily need to complete every step. When you identify and correct something that could explain the problem, perform another test checkout. If the expected rates appear, no further troubleshooting is necessary. #### Want a faster way to troubleshoot the problem? The **Eniture AI Support Agent** can provide a more efficient way to perform this investigation. After identifying your Shopify store, Eniture app, and shipping provider, the Agent can automatically perform some of the checks described in this article using information available from your store and Eniture's diagnostic tools. The Agent won't simply walk you through every step in this article. It will use the information and diagnostic evidence available to determine which checks are necessary and will ask you to perform a step manually only when additional information or verification is needed. [Troubleshoot with the Eniture AI Support Agent](https://chatkit.eniture.com?utm_source=chatgpt.com) If you prefer to troubleshoot the issue yourself, use the steps below. ##### Important: Avoid cached checkout results during testing Any time you perform a **test checkout** while following these instructions, take the recommended action described in the article below to make sure your browser isn't displaying a cached checkout page. A cached checkout can prevent Shopify from generating a new shipping-rate request. This can make it appear that a change didn't resolve the problem and can also prevent a new entry from appearing in the Eniture app's Logs. [How to avoid your browser's cache when testing checkout](https://support.eniture.com/clearing-your-browsers-cache?utm_source=chatgpt.com&hsLang=en) ### 1. Identify the Eniture app and shipping provider Identify the Eniture app that you expect to provide the shipping rate. If you're using **DIY Real Time Shipping Quotes**, also identify the shipping provider whose rates you expect to see. Knowing the app and shipping provider is important because the settings and information required to obtain a shipping rate can differ between integrations. ### 2. Enable logging and perform a new test checkout Make sure **Enable Logs** is turned on before performing the test checkout. The **Enable Logs** setting is located on the app's **Quote Settings** page. If you're using **DIY Real Time Shipping Quotes**, open the **Quote Settings** for the applicable integration. Then perform a **new test checkout** that reproduces the problem. Remember to follow the browser-cache recommendation provided at the beginning of this article whenever you perform a test checkout. If logging wasn't enabled when an earlier checkout occurred, enable logging and perform another test checkout. Enabling logging afterward can't create a log for a checkout that has already occurred. ### 3. Determine whether a log entry was generated After performing the test checkout, open the app's **Logs** and look for an entry corresponding to the checkout. The logs appear in **descending chronological order**, with the newest entries first. If you just performed the test checkout, its log entry should normally be at or near the top of the list, unless another visitor generated activity afterward. The timestamp is shown in **UTC**, so you may need to convert your local checkout time to UTC when identifying the transaction using the timestamp. #### If there is no log entry If no corresponding log entry was created, Shopify did not send a request to the Eniture app for a shipping rate. This is strong evidence that the problem is occurring before the Eniture app has an opportunity to request a rate. Proceed to **Step 5: Check the app and Shopify configuration**. #### If there is a log entry Locate the entry corresponding to the test checkout and record its **Log ID**. Before relying on the log, confirm that it belongs to the checkout you're investigating. Verify these four values: - Ship-to city - Ship-to state - Ship-to ZIP/postal code - The invoice-line total in the API request matches the checkout subtotal **before shipping and taxes** If these values don't match, don't use that log to diagnose the checkout. Locate the correct Log ID or perform another test checkout. If the values match, continue to Step 4. ### 4. Inspect the log response The matching log can help identify what happened after Shopify requested a rate from the Eniture app. ##### Need help interpreting the log? The **Eniture AI Support Agent** can review the log and explain the carrier or shipping provider's response in plain language. [Ask the Eniture AI Support Agent to review your log](https://chatkit.eniture.com?utm_source=chatgpt.com) Tell the Agent that you want help reviewing a log. After identifying your store and Eniture app and completing authentication when required, provide the **Log ID** when requested. #### Check whether the log contains a response First, determine whether the log contains a response from the carrier or shipping provider. **If the log contains a request but the response is missing or empty**, the carrier or shipping provider's API may not be responding. Check Eniture's Status page to see whether an interruption involving the carrier or shipping provider has been reported. [Eniture Status Page](https://status.eniture.com?utm_source=chatgpt.com) If an outage is reported, wait until service has recovered before testing again. Continuing through the remaining troubleshooting steps while the carrier or shipping provider is unable to respond won't resolve the problem. If no outage is reported and repeated tests continue to produce a request without a response, contact Eniture Support. If the log contains a response, continue to the latency check. #### Check the response latency Review the response latency reported in the log and use the following ranges to evaluate it: | Latency | Interpretation | | --- | --- | | **5 seconds or less** | Satisfactory | | **More than 5 and ≤ 6 seconds** | Marginal | | **More than 6 and ≤ 10 seconds** | Unsatisfactory | | **More than 10 seconds** | Severely delayed | An occasional transaction that takes more than 6 seconds isn't abnormal. However, if repeated testing shows that response times of more than 6 seconds are persistent, the carrier or shipping provider's API response time is a likely reason the rates aren't appearing at checkout. As a general performance expectation, **96% or more of the responses should occur in 6 seconds or less**. If excessive response latency is persistent, contact the carrier or shipping provider for assistance. The latency issue should be resolved before continuing to investigate other possible reasons the rates aren't appearing, because excessive response time alone can account for the condition. If the latency is **6 seconds or less**, continue to the next diagnostic check. #### Check for an error message Review the response to determine whether the carrier or shipping provider returned an error. Carrier and shipping-provider API errors aren't displayed to the shopper on the Shopify checkout page. The error can be viewed in the log. Read the error message carefully. Because the message comes from the carrier or shipping provider, it will often identify the information or configuration that needs to be corrected before a rate can be returned. After correcting the condition identified by the error, perform another test checkout and inspect the new log entry. If the response doesn't contain an error, continue to the next diagnostic check. #### Check whether the API response contains rates If the response latency is satisfactory or marginal and the response doesn't contain an error, inspect the API response to confirm that the carrier or shipping provider returned rates. **If the response contains rates:** The carrier or shipping provider successfully returned rates within the available checkout window. If those rates don't appear on the Shopify checkout page, this is strong evidence that the problem lies with Shopify. Contact Shopify Support for assistance. **If the response doesn't contain rates:** Continue to **Step 5: Check the app and Shopify configuration**. ### 5. Check the app and Shopify configuration If you've reached this point and haven't been able to identify and correct the reason the expected rates aren't appearing, review the app and Shopify configuration. This includes situations where no log entry was generated, the API response didn't contain rates, or the API returned an error but the error message didn't clearly identify the cause or how to correct it. The checks below are presented in a logical order for someone working through the app manually. You don't necessarily need to complete every check. If you identify and correct something that could explain the problem, perform another test checkout before continuing. If the expected rates appear, stop. The problem has been resolved. #### Check the Connection Settings Review the **Connection Settings** for the shipping provider. Verify that the required account and connection information has been entered and that the connection is successful. If you correct a connection problem, save the changes and perform another test checkout. #### Check the enabled carriers This check applies when you're using a **3PL integration for LTL freight that allows you to select the carriers whose rates can be returned.** Review the **Carriers** settings and verify that the carrier whose rate you expect to receive is enabled. If you're using an asset-based carrier integration for LTL freight, this check doesn't apply. If you make a correction, save the changes and perform another test checkout. #### Check the Warehouse Settings Review the **Warehouse Settings** and verify that the appropriate shipping origin is configured. The app must be able to determine the appropriate origin for the shipment before it can request a shipping rate. If you make a correction, save the changes and perform another test checkout. #### Check the Quote Settings Review the app's **Quote Settings**. Verify that the services you expect to offer are enabled and review the other settings that affect which shipping rates are requested or presented at checkout. The available Quote Settings vary by shipping provider and Eniture app. If you make a correction, save the changes and perform another test checkout. #### Check the Shipping Rules If you're using **Shipping Rules**, temporarily disable the applicable rules to determine whether a rule is preventing the expected rate from appearing. After disabling the rules, perform another test checkout. If the expected rate appears, review the Shipping Rules to determine which rule is responsible before enabling the appropriate rules again. Remember to restore any temporary changes made during troubleshooting. #### Check the product shipping parameters Review the shipping parameters assigned to the products in the cart. **The required product shipping parameters must be entered for the app to provide a shipping rate.** The required information varies depending on the Eniture app and how the product is intended to ship. Refer to the User Guide for your app for the required product shipping parameters. If required information is missing, correct the product configuration and perform another test checkout. #### Check your Shopify shipping profile and shipping zone Verify that Shopify is configured to request rates from the Eniture app for the products and shipping destination being tested. Review the applicable **Shopify shipping profile and shipping zone** and confirm that the Eniture app is available as a carrier-calculated rate. Shopify controls the configuration and availability of carrier-calculated rates. If the Eniture app isn't available in the applicable shipping profile or shipping zone, or you're unable to configure Shopify to request rates from the app, contact Shopify Support for assistance. ### 6. Repeat the test checkout After correcting a setting that could explain the problem, perform another test checkout. Remember to follow the browser-cache recommendation at the beginning of this article. Then return to the **Logs**. **If a new log entry now appears**, return to **Step 3** and use the log to continue the investigation. **If no new log entry appears**, continue investigating the remaining applicable configuration checks in Step 5. If you've completed the applicable configuration checks and Shopify still doesn't request a rate from the Eniture app, contact Shopify Support for assistance. ### Seeing a Shopify Backup shipping rate? If you expected an Eniture rate but Shopify displays a **Backup shipping rate** instead, use the troubleshooting steps in this article to determine why the expected Eniture rate wasn't available. Shopify provides its own **Backup shipping rates** feature. For information about when Shopify displays a Backup shipping rate, how the rate is determined, and how the feature can be configured, refer to Shopify's documentation or contact Shopify Support. [Shopify Help Center — Backup shipping rates](https://help.shopify.com/en/manual/fulfillment/setup/shipping-rates/backup-rates?utm_source=chatgpt.com) ### Still not seeing the expected shipping rate? If you've completed the applicable troubleshooting steps and haven't identified the cause, you can continue the investigation with the **Eniture AI Support Agent** or contact Eniture Support. The AI Support Agent can use information specific to your Shopify store, Eniture app, shipping provider, and Log ID to perform some diagnostic checks automatically and determine which additional information or verification is needed. [Continue troubleshooting with the Eniture AI Support Agent](https://chatkit.eniture.com?utm_source=chatgpt.com) You can also contact Eniture Support at **support@eniture.com**. When emailing **support@eniture.com**, include the following information in your email: - **Your Shopify store URL.** If you aren't sure where to find it, see [What is my Shopify URL?](https://support.eniture.com/what-is-my-shopify-url?utm_source=chatgpt.com&hsLang=en) - **The Eniture app you're using** - **The shipping provider or carrier whose rate you expected** - **A screenshot of the Shopify checkout page showing the shipping options or rates that were presented.** See [What to include in the Shopify Shipping Methods page screenshot](https://support.eniture.com/what-to-include-in-the-shopify-shipping-methods-page-screenshot?utm_source=chatgpt.com&hsLang=en) - **The Log ID** corresponding to the checkout, if one was generated - **A description of the shipping rate or service you expected to see** - **Any error message you encountered** Providing this information will help Eniture Support continue the investigation without requiring you to repeat troubleshooting steps or gather information that you've already collected. - [General](https://support.eniture.com/general?hsLang=en) - [FreightDesk Online](https://support.eniture.com/freightdesk-online?hsLang=en) - [LTL Freight](https://support.eniture.com/ltl-freight?hsLang=en) - [Small Package (Parcel)](https://support.eniture.com/small-package-parcel?hsLang=en) - [Shopify](https://support.eniture.com/shopify?hsLang=en#main-content) - [LTL](https://support.eniture.com/shopify?hsLang=en#ltl) - [WooCommerce](https://support.eniture.com/woocommerce?hsLang=en) - [BigCommerce](https://support.eniture.com/bigcommerce?hsLang=en) - [WIX](https://support.eniture.com/wix?hsLang=en) - [Magento](https://support.eniture.com/magento?hsLang=en) - [Open a support ticket](https://support.eniture.com/kb-tickets/new) - [System status](https://status.eniture.com/) - [Visit the blog](https://blog.eniture.com/) [![Eniture Technology](https://support.eniture.com/hs-fs/hubfs/eniture_tech_orange_final_500x192.png?width=200&height=77&name=eniture_tech_orange_final_500x192.png "Eniture Technology")](https://eniture.com) Eniture Technology Help Center Copyright © 2025, Eniture Technology