Sometimes you may have a question on how your product is being packed, or are unsure if proper Carrier Rules may be working. It always helps if you have a Transaction ID from the situation ready for the ShipperHQ team. Here are some steps on how to look at server logs and find those ID’s.
If this happens make sure you run through these quick steps
- Check you have correctly specified the relevant origin/shipping group/dim group as appropriate on your products (Note: none of these are mandatory)
- Simplify the problem down to the least amount of items in the cart
Then after you have that checked,
Make Sure You Have Logging Enabled:
This is very important, because without this, you will not be able to see previous logs of rate requests. So what you’ll want to do within your WordPress dashboard is go to WooCommerce —-> Settings—-> Shipping—–> ShipperHQ and make sure that this box is checked
After you have ensured this you can proceed to finding the log!
Finding the correct Log and Transaction ID:
Now go back to the WordPress dashboard and click on WooCommerce —-> System Status —-> Logs and you’ll get this window
If you see on the right side of the screen, you can view logs from whatever time the requests were made, and within those logs if you scroll down a little bit, you will see a SHQ_REQUEST_20xx_xxxx_xxx_xxxxxxxx, and this is the transaction id . This is exactly what you want to copy!
Now you have the transaction id and are one step closer to solving the issue!
For Trouble Shooting:
If you contact ShipperHQ support please pass us the following information:
- Store url
- Description of problem
- Steps to reproduce
- The Transaction/Quote ID
- The complete response from ShipperHQ (as shown in Sytem Status-> Logs)
- Email (firstname.lastname@example.org)