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Item weight exceeds the default shipping box weight. But it doesn't!

I'm going in circles with this. Hoping someone can help me. 

 

I have my shipping box sizes (2) configured by size and weight of items I will ship. 

I sell 2 items. I am using RTS. I had my first order today and the customer was charged for the correct box size but the weight was 0 lbs. I figured out I had not entered the weight in the variations of my items. They each have four variations of color choices but the weight is the same on all. I entered the correct weight on all the variations then when I go to the Overview page, I get this warning at the top:

 

"One or more of your items currently exceed the max weight of the default shipping box, your shipping rates could be affected. Go update your shipping box weight Shipping"

 

My shipping box max weight is set to 13 lbs. My item weight is 12 lbs. It doesn't exceed the max weight of the box. I tried entering the max weight as 70 lbs. and still get this warning. This happens on both my box sizes. If I go to my items and delete the weight the warning will go away but my shipping charges won't include the actual weight of the item. Just the box size.

 

Any help will be most appreciated!

 

Stephanie

www.curtains4campers.com

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Correction: When I change the item weight back to zero. The warning still shows up on my Overview page. 

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Square Community Moderator

I was investigating this issue and was not able to replicate it. If you are still facing this inconvenience I would suggest reaching out to our Square Online team. 

 

They can take a look at your account with you to help shine a light here, as they can look at your account alongside you to pinpoint what's going on here. Please reach out by phone or email when you have a moment by logging into your Square account and heading here.

 

P.S. Welcome to the Seller Community 

JJ
Community Moderator, Square
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I put the dimensions of a large shipping box into the 'Shipping Boxes' area and set it as default with max weight of 510 lbs. I selected that box as the shipping box for some of my items and set weights less than 500 lbs.

 

On the 'Overview' page I get this error:

One or more of your items currently exceed the max weight of the default shipping box, your shipping rates could be affected. Go update your shipping box weight shipping

 

None of my items exceed the weight of the large box I assigned to them, I know this because I checked, and even increased the max weight of the box for those items.

 

This is a problem because it is not allowing the real-time shipping prices to populate on the checkout page. It automatically selects the default shipping rate I manually entered.

 

There is a problem with the system, and I need to know how to fix it or bypass it or do something to get the real-time shipping rates to populate for those items.

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Square Community Moderator

Hi @ChemTrueLLC - Thanks for reaching out to us with your question. I see this is your first post in the Seller Community so I'd like to officially welcome you! 🎉 Though I am sorry to hear that these issues with your Online Store are what brought you here 😓
 

I went ahead and merged your post to an existing thread where other Square Sellers have discussed this issue of "max weight exceeded". We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. 

 

Some of this does sound off, but it's difficult to pinpoint what may be happening without being able to look at your account with youThe fastest way to resolve complicated Square Online questions is by reaching out to our team directly. The best way to reach out is by phone because our team can look at your account with you and help you make adjustments in real-time.

 

Please see the reply from one of our Community Moderators, @JJ_ for instructions on how to proceed in getting further support on this issue.

 

I hope this information is helpful but please do let me know if you have any additional questions 🙂

Alanah
Community Moderator, Square
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