Intl shipping problems
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I am not able to properly set up international shipping. The fields which I need to allow this to happen on the “settings” and “type” are not listed and I’m not able to enable them. They are enabled correctly for the USA, just not other countries. Do you have suggestions? I contacted you yesterday and was told to submit the request again.
The page I need help with: [log in to see the link]
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Hi @kathleenvdg,
I can see how blocking this feels when shipping works as expected for the US but the same options are not appearing for other countries. Thanks for taking the time to explain what you are seeing so far, I am keen to help you get this sorted and make sure international shipping can be configured properly on your site.
To help narrow this down, could you please clarify which specific field or setting is only showing for the US and not for other countries, for example is it the shipping method, cost fields, shipping class, or something else within the shipping zone settings. If possible, a short Loom recording showing what you see on your end while opening the US zone versus an international zone would be very helpful so we can see exactly where things differ.
I also wanted to double check where you contacted us yesterday and were advised to submit the request again. Was that interaction on this WooCommerce forum, or through another support channel. Knowing this will help us understand the context and avoid any unnecessary back and forth.
Once I have those details, I can take a closer look and guide you on the next best steps.
Thank you so much for your quick reply! I am stumped!
This is what I have done:
- Shipping: I have set up shipping zones for the US and am trying to set up 3 more: Canada, UK and “rest of the world.” (Eventually, I will separate “rest of the world” as well.)
- From Shipping Zones, I click on any of the 3 international shipping locations I would like to adds shipping information (Canada, UK and “rest of the world.” )
- This takes me to the screen of USPS live rates for the international country/ zone I would like to add.
- I click “edit” and there it states “method settings.” I scroll down to “Services” and then to “type.” There should be a drop down with a list of all types of USPS. For USA I have priority mail, priority mail express, media, first class, ground advantage and library. These are the only types of shipping offered for the international shipping as well. I know I need some international ones listed in order to ship outside of the country, but there is nothing there.
The problem is that if I don’t add the correct shipping here, google merchant services will reject the product since the shipping is not added correctly to WP.
Not sure what a “loom” recording is. Do you mean Zoom? Let me research that and try and send that to you.
I thought I had sent the original request here, but I’m sorry, I’m not sure where I did it exactly. I’m just happy you responded!
It looks like Loom recording is something I do on my end. Can you send me something so I can upload that recording?
Hi @kathleenvdg,
Thanks for the follow up, I can see how this part is blocking progress and I am keen to help you capture what is happening so we can move this forward together.
I forgot to include the Loom link earlier. You can visit https://www.loom.com and use the screen recording tool there to record what you are seeing on your end. Once you have the recording, Loom will generate a shareable URL that you can paste directly here in the thread. A short recording showing the US shipping zone versus one of the international zones, especially the Services and Type section, would be perfect.
Once we have that recording, I will review it closely and guide you on the next best steps to get the correct international USPS services showing and avoid issues with Google Merchant Center.
OK, this is my first Loom recording, so let’s see how it goes, It’s definitely not ready for international release:)
Let me know if it’s clear. Thanks for your suggestions.
Hi there!
Thank you for sharing the screen recording. From the video you shared, the settings you’re referring to are not default WordPress or WooCommerce settings. It appears that you’re using a third-party shipping plugin for USPS.
Please note that in this forum, we only provide support for WooCommerce core features. Issues related to functionality added by third-party plugins are outside the scope of this support.
I’d suggest creating a ticket with the support team of the plugin you’re using for live shipping rates. Please share this video with them as well and ask for their assistance, as they’re more familiar with the plugin’s settings and will be best placed to help resolve the issue.
If you’re not sure how to contact the plugin’s support team, please let us know which plugin you’re using for live shipping rates, and we’ll help point you in the right direction.
Yes, I’m using the USPS plugin IN woocommerce and so thought you could help since it’s on your site. I have contacted USPS with issues with shipping with live rates, and they say it’s octolize (SP?) and Octolize says it’s USPS problem so I’m stuck without a solution.
Hi @kathleenvdg,
I can see how frustrating this back and forth has been, especially when you are trying to get international shipping set up correctly and different teams are pointing you in different directions. I am keen to help narrow this down and make sure we understand exactly where things are breaking so we can guide you properly.
To start, could you please share your WooCommerce System Status Report. This will give us a clearer picture of your setup, including active plugins, shipping extensions, and environment details. You can find it under WooCommerce, Status, then click Get system report and copy it. Please paste the full report into https://pastebin.com and share the link here.
It would also help to clarify what specific feature you are using the Octolize plugin for. For example, is it handling live USPS rates only, service mapping, shipping classes, or something else. Once we confirm its role, we can better determine whether it is influencing the missing international services. If it does point in that direction, a quick test by temporarily deactivating the Octolize plugin and checking the international shipping zone again will help confirm whether it is the source of the issue.
Once I have the system status report and your clarification on Octolize’s role, I will review everything and walk you through the next best steps.
I don’t know what Octolize is doing, I just know it’s a plugin that I have and USPS said that Occtolize is the app. I can send you the status report; I found it thanks to your good directions, however, I do want to know how secure that site is. I read online that it’s not very secure and to be careful of it. Is there someplace else I can upload the information that is safe? Thank you
Hi @kathleenvdg,
Thanks for following up and for sharing your thoughts around security. I can see why you would want to be cautious when sharing technical details, and I want to make sure we keep things moving in a way that feels comfortable for you while we work toward a solution.
Since this is a public support forum, the only supported way to share screenshots or a WooCommerce System Status Report is through publicly accessible tools such as https://pastebin.com, https://quickforget.com, or https://gist.github.com. These tools are commonly used here and help keep the discussion transparent for troubleshooting.
To address privacy concerns, you can safely redact any information you do not want to make public before uploading the report. This usually includes site URLs, email addresses, license keys, or API values. Pastebin also allows you to set an expiration time so the content automatically deletes itself after a short period, which many users find helpful.
When you are ready, please share the system status report link here so we can review your setup properly. In the meantime, could you also confirm whether you have been able to temporarily deactivate the Octolize plugin and test the international shipping zone again to see if the missing USPS services appear. That quick check will help us confirm whether Octolize is contributing to what you are seeing.
Once I have that confirmation and the report link, I will take a closer look and guide you on the next best steps.
I haven’t deactivated the shipping since I didn’t want to lose what I had already inputted. Will that erase what I have put in? Will it?
Yes, definitely concerned about privacy. I’ll see what I can do to get rid of the items you mention above.
Thank you for your help!
Hi @kathleenvdg,
I can see why you would hesitate to deactivate the shipping plugin after already setting things up, and that concern makes sense. I am keen to help you test this in a way that keeps your existing work safe.
Temporarily deactivating the Octolize or USPS shipping plugin will not erase your shipping settings. Those configurations stay stored in WooCommerce and will be exactly the same once the plugin is reactivated. This short test is only to check whether the plugin is controlling the missing international USPS services.
When you are ready, please try deactivating it briefly and then revisit the international shipping zone to see if anything changes. It would also help to share your WooCommerce System Status Report using https://pastebin.com, https://quickforget.com, or https://gist.github.com. You can redact sensitive details and set an expiration if needed. Let me know how the test goes, and we will take it from there.
Hi: I deactivated and reactivated the USPS shipping. Nothing changed. I did write Octolize to see what they could do for me. They have been great to work with, just haven’t heard back yet about this particular problem.
Here is the link for pastebin: https://pastebin.com/0Y846Ami Please let me know if it doesn’t work. It’s an unlisted link good for this week. Thank you for any suggestions!
Hi @kathleenvdg,
Thank you for sharing the system status report, I have reviewed it closely and I appreciate you taking the time to put that together. I can see how much effort you have already put into getting this resolved, and I am keen to help you narrow this down in a clear and practical way.
From the report, nothing specific stands out on the server or WooCommerce side that would directly explain the missing international USPS services. One thing that does stand out is the large number of active plugins, which makes a plugin conflict the most likely cause at this point. A full plugin conflict test will help confirm this. The recommended approach is to temporarily deactivate all plugins except WooCommerce, switch to a default theme such as Storefront or Twenty Twenty Four, and then test the international shipping zone again. After that, reactivate your shipping plugins one at a time and test after each activation to see when the issue reappears.
I also noticed that you are using Shipping Live Rates for USPS for WooCommerce by Octolize version 3.2.4 and Flexible Shipping by Octolize version 6.5.4, with no other shipping plugins active. Since both of these are developed by the same team, they are in the best position to investigate how these plugins interact and why international USPS services are not appearing as expected. It is great that you have already reached out to Octolize, and once they respond, please let us know what they find so we can continue guiding you based on their feedback.
Take your time with the testing, and feel free to update the thread as soon as you have any new findings.
I called USPS again this morning and they assured me that I am correctly set up with them to do international shipping.
I’m not comfortable deleting any plugins, how I know which ones the developers used and I don’t want to delete any of the pages or create more problems with how it is set up? If the shipping isn’t working, so be it, but I dont’ want pages to stop working. The developers set me up on my webpage, took my $ and then “went out of business” with my money, so I can’t ask them. I don’t know what “Storefront or Twenty Twenty Four” is and what they do.
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