Troubleshooting ProductMatrix issues

There’s a number of issues you might encounter when trying to setup ProductMatrix.  Shipping can be inherently complex, and setting up custom rules can result in missing or incorrect rates if you have not configured the extension correctly or misunderstood a concept.

By far the most common issue we see is rates not showing when there are multiple shipping groups in the cart. This is caused by the extension not knowing how to match different shipping methods.

If still having issues following these actions:

  1. Review the WebShopApps TroubleShooting Guide and the CSV TroubleShooting Guide.
  2. Reduce the csv file back to the test setup and ensure you can get rates then. Slowly build it back up piece by piece to identify where the issue is
  3. If all else fails retrieve the logs from the extension, and review these to ensure the destination, shipping groups, weights, prices, etc match your understanding of the products. Be prepared for a wait if you send these logs to us, if you can work throw it yourself it will be usually quicker. The logs will tell you the SQL being sent to the database so you can see how its matching/not matching
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