Sometimes it might happen that although you have indicated that you want Outvio to use your couriers exclusively (as selected in the My Couriers section), Outvio does not offer you the "correct" rate for your shipment before you print out the label. Instead, it only lets you ship the package with the available rate.

This situation is due to the following reasons:

First, depending on which platform you use to manage your online shop, you need to make sure you have mapped your shipping methods correctly. If in either your online shop (Prestashop, Woocommerce, Shopify, etc.) or in Outvio the shipping methods are not entered correctly, Outvio does not have the right information to choose the accurate/desired rate. You can map your shipping methods in the Integrations section.

Not all courier and shipping method combinations have an available rate. For example, Zeleris Día Siguiente is only available in Spain for the Peninsula, so if the shipment is destined to the Balearic Islands, Outvio will show you the message of rate not available. Another example is Correos Express Standard, which is available for shipments to the Canary Islands (maritime) and Europe by road.

Secondly, check if the data in your uploaded rates Excel file is complete and correct. There have been cases where the uploaded file contains the rates but not the necessary postal code ranges for the Canary Islands, or for provincial or regional shipments, for instance. But without these ranges, Outvio has no information to choose the correct rate.

When you have already checked the postal codes, another area to go through is the weight of your product/products. Especially if you have many products in one package, you need to keep in mind that the weight of all these products can't exceed the weight inserted in your rates file. In these cases, you must either complete your rates file (adding more kg-s) or divide the shipment into two shipments.

It is important to know that in Outvio, all weights are expressed in kilograms. If your online store uses grams, Outvio will understand that these 500 grams are 500 kilograms, and then it is very likely that it will not give you the rate.

If you need more information on how to create your rates Exel file, please check the following article.

Thirdly, you should not forget to go through all the restrictions you might have set yourself. For instance, in the My Couriers section, you can set many different indicators for your shipments. Let's say you have a contract with Zeleris, and in the settings, you have set 30kg as the maximum weight for national shipments. In this case, if you wish to ship a shipment that is heavier than 30kg, Outvio will not let you do so and offers you another courier.

In the vast majority of cases, when Outvio does not allow you to choose one or the other rate, it is always related to one of the previously mentioned cases. Therefore, look through your data to see if everything is in order. If you still have problems, do not hesitate to contact us.