What should I do if a customer does not see shipping methods at checkout?

Overview


If a customer does not see any shipping methods at checkout, check the shipping address, product shipping details, and the buyer's browser data.


What to check


  1. Check whether the buyer's shipping address matches your shipping rules
  • Make sure the address entered by the buyer follows the shipping rules you have set.
  • If the address does not match the configured shipping rules, shipping methods may not appear.
  • Make sure the buyer has entered the full address.


  1. Check the shipping zone customer group setting
  • Go to Settings > Shipping > Webstore Shipping Zones and Rates.
  • Open the affected shipping zone, for example Malaysia.
  • If a shipping rate is only assigned to certain customer groups, customers outside that group may not see the shipping method at checkout.


  1. Check whether the product has weight added and is valid for checkout
  • Confirm that the product selected by the buyer has weight inserted.
  • If needed, also verify the correct variant that the buyer selected.
  • For manual order creation, also make sure the product added is valid and still has stock. Otherwise, shipping methods may not be selectable.


  1. Ask the buyer to refresh the checkout page
  • Retry the checkout after refreshing the page.


  1. Clear browser cache and try again
  • Ask the buyer to clear their browser cache and reload the checkout page.


  1. If the buyer used browser auto-fill, ask them to re-save the shipping address
  • This issue may happen when the customer uses an address auto-filled from their browser.
  • Ask the buyer to go to the shipping address section and save the address again manually.


  1. If you are using courier settings for a specific region, sync the latest available courier (For EasyParcel)
  • For example, if the issue is related to East Malaysia delivery, sync the latest available courier in the related courier setting.



  1. Confirm the buyer's full shipping address.
  2. Check whether the address matches your shipping rules.
  3. Confirm the product or variant has weight added.
  4. Ask the buyer to refresh the page.
  5. Ask the buyer to clear browser cache.
  6. Ask the buyer to re-enter and save the shipping address instead of using browser auto-fill.
  7. Sync the latest available courier for the affected shipping region if applicable.(For EasyParcel)

Updated on: 11/05/2026

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