WooCommerce (WordPress) - Troubleshooting

  • Updated

Rates aren't showing

Here are the most common reasons that rates may not be showing at checkout.

 

The plugin isn't activated

Please activate the plugin via Plugins > Sherpa Delivery for WooCommerce.

 

The plugin isn't enabled

After installing and activating the plugin, please enable it by going to WooCommerce > Settings > Shipping > Sherpa.

 

The pickup (shipper) address isn't configured

Navigate to WooCommerce > Settings > Shipping > Sherpa and fill out all fields for the pickup (shipper) address. This is the location where the Sherpa Drivers will pick up your deliveries from.

 

Your Sherpa username and password are entered incorrectly

These should be the username and password that you log into your Sherpa Delivery live or test account. Make sure you are using the right password, and that you haven't incorrectly selected/deselected 'test' account.

 

Delivery Services aren't selected

WooCommerce > Settings > Shipping > Sherpa and scroll down to Delivery Services.

Select the services you wish to offer. Note that 1hr and Bulk rate services are only enabled for approved customers.

The names of these services are set under WooCommerce > Sherpa Delivery.

 

Delivery windows are no longer available due to cutoff times

In order for deliveries to be collected by our drivers on time, customers are provided with delivery windows they can select at checkout. If the cutoff for all delivery services on that day are are closed, then rates for that day won't be available.

Delivery cutoffs are dependent on operating hours set in your Sherpa Delivery options (WooCommerce > Sherpa Delivery > Operating Hours).

For example, if you are using 4hr delivery option and you set the operating hours in Sherpa Delivery to 9am - 5pm then the latest a customer can place and order for same day delivery will be 1pm. Preparation time also affects this, so if you also have 1hr preparation time, the cutoff for deliveries logged for 'Today' will be 12pm.

Cutoff times for Same Day Delivery:

12pm, for delivery by 5pm (operating hours must be at least 12pm-5pm)
2pm, for delivery by 7pm (Operating hours must be at least 2pm-7pm)

Bulk rate cutoff times are as per your approved user account.

 

Operating hours are set outside of the delivery windows

Operating hours are set under WooCommerce > Sherpa Delivery > Business Details > Operating hours for your business. These hours are important as they work in conjunction with Prep (preparation) time and impact which delivery windows are shown at checkout.

For example, if you have your operating hours set to 9am - 5pm, and have delivery options for 2hr, 4hr and Same Day Delivery, then rates for those options will not be shown after the following times:

2hr - won't show after 3pm

4hr - won't show after 1pm

Same Day Delivery - won't show after 12pm

If you have preparation time, this subtracts from those cutoff times - so if you have 1hr preparation time, the 2hr delivery option will only show until 2pm.

Cutoff times for Same Day Delivery:

12pm, for delivery by 5pm (operating hours must be at least 12pm-5pm)
2pm, for delivery by 7pm (Operating hours must be at least 2pm-7pm)

Bulk rate cutoff times are as per your approved user account.

Operating hours are not shown to customers.

 

Bulk rate and 1hr rates are not available to your account

Contact your account manager or sales@sherpa.net.au to speak to our team to see if you qualify for 1hr and bulk rate propositions.

 

Customer delivery address is outside delivery range

You can set your delivery rates based on radius (flat rates). You can also select a way to handle deliveries outside that radius (Do not deliver, or use Sherpa rates), however those areas still need to be within the Sherpa delivery range. Check the distance of the delivery range and make sure it matches rates you have set up

 

Should you need further assistance with our apps and plugins, please send an email to plugins@sherpa.net.au or log a support ticket via our help desk.

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