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Why aren't my rates showing at checkout? (Shopify conflicts)?

Why aren't my rates showing at checkout? (Shopify conflicts)

Two common settings stop your rates from appearing correctly at checkout: leaving Shopify's native pickup on, and leaving the app's checkout delivery customization on when you actually want Shopify's own rates. Here's how to fix both.

This is a configuration/conflict guide — it doesn't change your orders.

Overview

DingDoong manages fulfillment methods and (optionally) rates. Conflicts happen when Shopify's native delivery settings overlap with DingDoong's, so the wrong rates — or no rates — show at checkout. The two usual causes:

Shopify native pickup is still enabled → customers get a duplicate Pickup/Delivery choice at checkout and your DingDoong pickup rate may not apply.
The app's checkout delivery customization is on while you want plain Shopify rates → DingDoong keeps/filters the chosen method at checkout, so Shopify's own native rates don't show.

Before you start

You can access Shopify admin → Settings → Shipping and delivery.
You know which rate source you want per method — DingDoong rates or Shopify rates.

Conflict 1 — Shopify native pickup is still on

Symptom: at checkout the customer can choose between Pickup and Delivery again, and/or your DingDoong pickup rate isn't applied.

Fix

Turn off Shopify's native pickup so DingDoong controls the pickup flow:

Go to Shopify admin → Settings → Shipping and delivery → Pickup.
Turn it off for your locations.

Turn off Shopify native pickup

If you use DingDoong pickup with rates, also create a pickup rate in Rates by DingDoong so a pickup price shows at checkout.

Conflict 2 — App delivery customization is on, but you want Shopify rates

Symptom: you switched a method to use Shopify rates, but your Shopify rates don't appear — the checkout only shows DingDoong's kept method (the rate with [_XYZ]).

This happens because the app's checkout delivery customization ("Keep date & time on checkout") keeps/filters the delivery option at checkout to DingDoong's method. For Shopify's native rates to display, that customization must be off for those methods.

Fix

Go to General settings → Advanced settings → Checkout page.
Turn off "Keep date & time on checkout" (the delivery customization) if you want Shopify's native rates to show as-is.
For each method where you use Shopify rates, set it to "Use rates by Shopify" in Rates, then click Sync rate from Shopify.

Turn off checkout delivery customization

Trade-off: turning off the customization means the selected method name/date won't be "kept" at checkout the DingDoong way — but your Shopify rates display normally. Choose per your priority: kept method label (keep it on) vs. native Shopify rates (turn it off).

Common scenarios

Pickup via DingDoong + delivery/shipping via Shopify rates

Turn off Shopify native pickup (Conflict 1), use a DingDoong pickup rate, and keep delivery/shipping on "Use rates by Shopify". This is the recommended mixed setup.

Everything via Shopify rates

Turn off the app's checkout customization (Conflict 2) and set all methods to "Use rates by Shopify".

Everything via DingDoong rates

Keep DingDoong rates on; don't delete the [_XYZ] Shopify rates the app creates.

Tips & Best practices

Decide one rate source per method and stick to it — mixing DingDoong and Shopify rates on the same method is the most common cause of "no rate / wrong rate" at checkout.

After any change, place a test order to confirm the right rate shows.

Troubleshooting

Still no rate after turning native pickup off?

Create a pickup rate in DingDoong (or enable a Shopify rate for that zone), and confirm the customer's address falls in a covered zone.

Duplicate delivery options at checkout?

Shopify native pickup or duplicate Shopify rates are still active — remove the duplicates so only one source feeds checkout.

Shopify rate still hidden?

Confirm the app's checkout customization is off and the method is set to "Use rates by Shopify" with rates synced.

FAQ

Will turning off native pickup delete my pickup?

No — DingDoong handles pickup. Native pickup off just prevents the duplicate Shopify pickup choice.

How do I keep the chosen method label AND show Shopify rates?

These can conflict. If keeping the label matters, use DingDoong rates instead of Shopify rates so both work together.

Rates by DingDoong — In-app rates (don't delete [_XYZ]) (Delivery Rates & Fees)
Using Shopify rates — Native rate setup (Delivery Rates & Fees)
How to keep delivery selection from Cart to Checkout — Full pickup+delivery checkout setup (General Settings & Integrations)

If you need further assistance, feel free to reach out to us via live chat or email at [email protected]. We're happy to help!

Updated on: 09/06/2026

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