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How to Locate Your Quote ID in BigCommerce

Identify and utilize Quote IDs for resolving unexpected BigCommerce shipping rates

Table of Contents

Overview

When working with the ShipperHQ support team, it's helpful to reference a specific shipping quote that didn't meet your expectations. Each shipping quote request is tied to a unique ID called a "Transaction ID" or "Quote ID." Providing this ID allows us to review the shipping quote request and see all associated logs for a better understanding. 😊

How-To Video

Steps

If you're having trouble retrieving rates in BigCommerce or the rates aren't as expected, follow these steps:

  • Ensure the "Shipping From Address" is set in BigCommerce. Without this, no rates will be returned from ShipperHQ
  • Verify the correct origin/shipping group/dimensional rules are applied to your products
  • Simplify the problem by reducing the number of items in the cart
  • Check the Logs under Settings->Store logs and review the "Internal Error Message" if present. This can help identify the issue. Further details on locating your Quote ID and reviewing store logs are detailed below

If you're still unable to resolve the issue, contact ShipperHQ support for assistance. Response times may vary based on business hours.

Finding a Quote ID

  1. In your BigCommerce Dashboard, store logs are accessed by clicking on the Settings link in the left menu (not “account settings”).
    Find settings in BigCommerce dashboard
  2. Scroll to the bottom of the page and click on Store logs. You'll see your shipping rate requests listed chronologically.
    Select Store Logs in BigCommerce
  3. Expand these requests to view details for each shipping quote provided by ShipperHQ.
    Expand order details in BigCommerce to view the ShipperHQ Quote ID
  4. The Transaction/Quote ID appears in the ShipperHQ-related logs, prefixed by "SHQ". Look for something like 'SHQ201608250254XXX_07488531'.
    BigCommerce Store Logs

⚠️ Note: If the quote ID is only numerical (e.g., not prefixed by "SHQ" and has no underscores), it indicates the quote was not generated by ShipperHQ. Ensure ShipperHQ is enabled.

Understanding Store Logs

While full rate request and response logs aren't available here, BigCommerce store logs still offer valuable insights.

ShipperHQ shipment details in BigCommerce store logs broken into key sections to understand rates

  • View cart items, including weight and dimensions passed to the carrier(s)
  • Check carrier rates returned, like a single flat rate carrier or UPS Access Point carrier
  • Examine packing details to see how ShipperHQ packs shipments. Useful for addressing rate discrepancies
  • Find potential shipping errors. Often, errors can identify the issue for a quick resolution. If unresolved, contact support using the steps below

Log Severity

Due to the nature of BigCommerce's store logs, a warning may display when shipping methods aren't shown, even intentionally.

Example of non-critical warning in BigCommerce

For example, a rule to hide Ground over 70lb will show a warning for a 100lb cart, despite the rule working as intended. The "Errors" section provides details of triggered shipping rules. When no methods are available, "Error" is displayed instead.

Contacting ShipperHQ Support

To contact ShipperHQ support, provide the following information:

  • Store URL
  • BigCommerce store admin URL (shown in your browser after logging in)
  • Problem description
  • Steps to reproduce
  • Quote ID if available
  • Complete response from ShipperHQ (as shown in Settings->Store logs):
    QDawgsTexasStore_-_Bigcommerce_Control_Panel

Email this information to support@shipperhq.com