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How to Provide Shopify Order Details

Send screenshots and order details to ShipperHQ Support to help us troubleshoot rate issues effectively.

Summary
Shopify does not provide direct access to a Quote or Transaction ID like other platforms. If you're troubleshooting missing or unexpected shipping rates, here's what to send ShipperHQ Support to help us investigate quickly.

Prerequisites

  • You must have access to your Shopify admin panel.

  • Reproduce the issue if possible to capture accurate data.

Step-by-Step Instructions

Choose one of the following options to provide details:

Option 1: Reproduce and Capture the Error

  1. Recreate the checkout scenario using the same:

    • Products

    • Quantities

    • Ship-to address

  2. Take a screenshot of the cart or checkout screen, clearly showing:

    • Product details

    • Shipping options returned (if any)

  3. Email support@shipperhq.com with:

    • The screenshot

    • A short description of the issue

    • The expected shipping method or rate

Option 2: Provide Order Details from Shopify Admin

  1. Go to your Shopify admin panel.

  2. Find and open the relevant order.

  3. Take a full screenshot showing:

    • Date & Time Order was placed

    • All products in the order

    • Shipping address

    • Quantities

    • Shipping method used

  4. Include a note explaining the desired outcome.
    Example: “Expected FedEx 2Day, but customer was only shown USPS.”

What Happens Next?

Once we receive your details, we’ll:

  • Match your order to ShipperHQ’s internal logs.

  • Review what rates were returned.

  • Explain why the expected method did or didn’t appear.

  • Help you resolve the issue.

Additional Resources