• COD FEES & SHIPPING RATES • SETUP GUIDE

Why Did the COD Shipping Rate Fee Not Apply at Checkout?

By Rivio Support Team
4 min read

Why Did the COD Shipping Rate Fee Not Apply at Checkout?

If you configured a custom Cash on Delivery shipping rate in Shopify to pass handling fees to the buyer, but the fee fails to appear during checkout or shoppers are able to choose standard shipping without paying the surcharge, don't worry.

This issue almost always comes down to a keyword typo, a missing shipping zone, or an unselected enforcement checkbox in Rivio settings.

In this troubleshooting guide, we walk through the three most common causes and how to resolve them in under two minutes.

Before You Begin

Before troubleshooting, ensure that:

  • You have installed Rivio COD & Partial Payments.
  • You are testing in an Incognito / Private browsing window.

Step-by-Step Diagnostic Instructions

Check 1: Does the Shipping Rate Name Contain the Exact Keyword?

Why it matters: Rivio identifies which shipping rate carries your COD fee by scanning rate names for the configured keyword (default is cash). If your Shopify shipping rate is named *COD Handling Fee* or *Express Delivery*, but the keyword in Rivio is cash, the app cannot recognize the rate.

How to Fix:

  1. In Shopify admin, open Settings → Shipping and delivery.
  2. Click on your shipping profile (e.g., General profile).
  3. Find your rate and verify that the word cash appears in the rate title (for example: Standard Shipping (Cash on Delivery)).
  4. If your rate uses a different word (such as COD), either edit the Shopify rate title or update the Shipping rate keyword field in Apps → Rivio COD → Features → COD fee to match.
📸 SCREENSHOT PLACEHOLDER: SC-COD-027

Shopify shipping rate editor showing Rate name containing the keyword 'cash'

Shopify shipping rate editor showing Rate name containing the keyword 'cash'

Check 2: Is the Rate Assigned to the Customer's Delivery Zone?

Why it matters: Shopify shipping rates are organized by geographic zones. If you created the COD rate under your domestic zone, but the test delivery address is in a different zone, Shopify will not offer the rate.

How to Fix:

  1. In Settings → Shipping and delivery → General profile, review your Shipping zones.
  2. Ensure that your rate containing the keyword cash is added to every geographic zone where you plan to offer Cash on Delivery.
  3. Click Save in the top-right corner.

Check 3: Is the "Require COD Shipping Rate" Checkbox Turned On?

Why it matters: If you created the fee rate, but left the enforcement rule turned off, Shopify will still show standard shipping rates and the customer can pick a cheaper rate to bypass the fee.

How to Fix:

  1. In your Shopify admin, open Apps → Rivio COD → Features → COD fee.
  2. Confirm that the checkbox labeled Require the COD shipping rate for COD payments is CHECKED.
  3. Click Save.
📸 SCREENSHOT PLACEHOLDER: SC-COD-028

Rivio COD fee settings highlighting the Require the COD shipping rate for COD payments checkbox

Rivio COD fee settings highlighting the Require the COD shipping rate for COD payments checkbox

Configuration Summary Table

Diagnostic Check Where to Verify What to Look For Quick Fix
Keyword Typo Shopify Shipping Rates vs. Rivio COD Fee Title lacks the keyword cash Add cash to the Shopify rate title or change the keyword in Rivio.
Zone Omission Shopify Settings → Shipping and delivery Rate missing in buyer's country zone Add the rate to all delivery zones.
Enforcement Checkbox Apps → Rivio COD → Features → COD fee Checkbox is empty Check Require COD shipping rate for COD payments.
Pickup Exemption Storefront checkout Local pickup / Store pickup chosen Pickup methods are intentionally exempt from shipping rates.

Example Scenario

Resolving a Missing Fee in Florida

A merchant in New York configured a $5 COD fee rate inside their *Northeast* shipping zone. When a customer in Florida placed an order, standard $10 shipping appeared with zero COD fee. The merchant realized the Florida zone lacked the rate. By adding Standard Shipping + Cash Fee to the *Southern US* zone, Florida checkouts immediately included the $5 fee.

Important Notes & Limitations

Store pickup and local delivery methods are automatically exempt from this requirement because they do not utilize shipping profile rates.

If a customer's shopping cart qualifies for "Free Shipping" based on a price condition, ensure your free shipping rule does not overwrite the required COD rate.

Related Guides

Need Help?

Still having trouble applying your COD shipping fee? Our technical support team is ready to help!