Manage your delivery settings

How to fix: Incompatible delivery service for some orders

Update the delivery service for this product to include all of the possible delivery rates and minimum order values

In this article


Why this issue is happening

One or more of your offers doesn't include a delivery fee. This could be because a delivery fee hasn't been created or hasn't been applied correctly due to incompatibility with delivery rules that you have set regarding the price, destination, weight or number of items in an order.

For example, let's say that you're showing a pair of shoes that cost £75 and you've set delivery settings that assign delivery to orders between £0–£50 and £50–100. If the customer's basket already contains an item that costs £30 and they add the shoes, which cost £75, the total will exceed £100 and the delivery fee will not be applied.


How to fix your issue

To resolve this issue, examine and change your delivery service settings so that there's an applicable delivery service for each potential order, whether it is determined by price, destination, weight or number of items.

Fix products one by one directly in Merchant Center

Step 1 Navigate to Products in Merchant Center, then select the Needs attention tab.

Step 2 Use the filter icon above the table to find all products affected by your issue.

Step 3 Click on the title of the product that you want to fix, then click Edit product.

Step 4 Click to open the Price, condition and availability and Delivery, tax and returns drop-down section. Update your delivery settings to ensure that delivery will be applied to your product. Check for any rules that you may have set based on the price, weight or number of items to make sure that delivery can always be applied to your product.

Step 5 Select Save.

Fix multiple products at once

Step 1 Navigate to Products in Merchant Center, then select the Needs attention tab.

Step 2 Use the filter icon above the table to find all products affected by your issue.

Step 3 Select the download icon to download a list (.csv) of all affected products for all issues or this particular issue.

Step 4 Cross-reference the downloaded list with your product data and update your delivery settings to ensure that delivery will be applied to your products. Check for any rules that you may have set based on the price, weight or number of items to make sure that delivery can always be applied to each of your products.

Step 5 Re-upload your corrected product data to Merchant Center using your chosen upload method.


Next steps

After making the requested changes, check that you've fixed the issue by making sure that it's no longer listed on the 'Needs attention' page. Bear in mind that the changes may take between 24–72 hours to take effect.

Bear in mind: It may take 24–72 hours for your change to be reflected on the 'Needs attention' page.

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