Rates, Zones and What to Tell Customers

Choose the strategy before the settings

Shipping configuration is where a lot of stores tie themselves in knots, because they start with the settings screen rather than with a decision about how they want to charge.

The threshold does real work

A free delivery threshold set slightly above your average order value reliably raises that average. Shoppers will add an item to reach it, and they feel good about doing so.

Set the threshold too high and it discourages rather than motivates. A little above your current average is where it works; double it and shoppers give up.

Configure zones properly

• Separate rates for domestic, nearby international and distant international
• Offshore and remote postcodes handled explicitly, not by accident
• Weight or price bands that reflect your actual costs
• Anything you cannot ship, excluded rather than quoted and then cancelled

Quoting a rate you cannot honour and cancelling afterwards costs you the customer and frequently a review.

Publish the detail before checkout

A delivery page with the actual costs, timescales, cut-off times and carrier is one of the most-visited pages on any store. Make it complete and easy to find.

Then repeat the essentials on the product page, where the decision is actually being made.

International is a decision, not a default

Duties, taxes and customs paperwork make international selling more complex than switching on a zone. A customer receiving an unexpected customs bill is an unhappy customer whatever your policy says.

Either handle duties properly at checkout, or state clearly that the customer is responsible. Ambiguity is the option that generates complaints.

Frequently asked questions