• TROUBLESHOOTING • SETUP GUIDE

The COD fee or remaining balance is missing or incorrect

By Rivio Support Team
1 min read

Investigate the shipping-rate charge separately from the deposit balance update.

Before you start

Open Features → COD fee / Shopify → Orders in your store. Use the current saved configuration and a controlled test cart. For storefront features, confirm the Rivio theme app embed is enabled on the theme being tested.

Step-by-step instructions

  1. For a fee issue, inspect the Shopify rate price, rate name and Rivio keyword.
  2. Check that the cart profile and destination zone actually offer the rate.
  3. Review Require the COD rate and pickup exceptions.
  4. For a balance issue, confirm which payment option was selected and what was paid at checkout.
  5. Allow the minute-or-two update interval described by Same order, then inspect the original order.
  6. If amounts still differ, send support the order reference, expected calculation and redacted screenshots.

Screenshot to add: Features → COD fee / Shopify → Orders — show the relevant settings described above. Hide customer details, contact blocklists and verification codes.

Example and use case

A missing COD shipping rate and a delayed remaining-balance update have different causes; record which amount is wrong before changing settings.

Limitations and important behaviour

  • Rivio does not hold a separate COD fee price; editing popup wording will not fix the rate price.
  • Do not create a replacement order or mark a balance paid simply to remove an unexplained discrepancy.
  • The article does not promise automatic courier or ERP synchronization.

Test and confirm the result

Reconcile the selected rate, discount, deposit collected and outstanding balance against the actual Shopify order.

Save configuration changes before testing. A settings preview confirms presentation; inspect the storefront, checkout or Shopify order for the actual outcome described in this guide.