RuleHook

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Troubleshooting Guide ​

If you're running into issues with RuleHook, this guide will help you quickly diagnose and resolve the most common problems related to rules, shipping methods, and platform integrations.

No Shipping Rates Are Showing ​

This is the most common issue and usually caused by one of the following:

✅ All methods are hidden by rules ​

Check if you have any rules that hide all available methods for a given condition (e.g. hiding all methods when the cart is below a certain amount).

✅ Shipping methods are outdated or not synced ​

Ensure your shipping methods are synced correctly from your store. You can trigger a manual sync from the dashboard.

✅ Store is not connected ​

Verify that your store integration is active and authenticated. Reconnect if needed.

✅ Invalid shipping conditions ​

Check for typos or invalid values in conditions like postcodes, country codes, or cart values.

A Rule Isn't Triggering ​

✅ Conditions not matching ​

Use the Checkout Simulator feature to simulate the exact cart scenario. You may have:

  • A mismatched weight unit
  • A typo in tag/category names
  • A cart total or postcode outside your condition range

✅ Rule is inactive ​

Make sure the rule is published and enabled.

✅ Rule priority is too low ​

If another higher-priority rule overrides the result, your rule might not appear to trigger. Review the rule order.

Incorrect Shipping Cost Shown ​

✅ Multiple rules are stacking ​

If two rules set the cost for the same method, the last rule (highest priority) takes effect.

✅ Rule applies percentage instead of fixed fee ​

Double-check the fee type in the action (flat vs. percent).

Renamed Method Doesn’t Show ​

✅ Method was renamed but also hidden ​

If one rule renames a method and another hides it, the rename won’t appear. Use priorities to control which action wins.

✅ Name clash with another method ​

If multiple methods have the same new name after rename actions, only one may appear depending on platform behavior.

Sync Issues ​

Shopify ​

  • Make sure you’re on the Advanced or Plus plan to enable CarrierService API
  • If CarrierService creation failed, retry from the Integrations page
  • Reconnect your Shopify store if token expired

WooCommerce ​

  • Make sure the RuleHook plugin is active and updated
  • Manual sync may be needed after changing shipping zones or methods

Rule Evaluation Logs Are Empty ​

This means RuleHook did not evaluate any rules for the given request.

Possible reasons: ​

  • Store is not sending rate requests to RuleHook
  • Plugin or CarrierService not active
  • API key is invalid or missing
  • Cart doesn’t meet any active condition set

Use the Checkout Simulator to simulate behavior and confirm data is reaching the RuleHook engine.

Getting Help ​

If you're still stuck, reach out to our support team.

Email: [email protected]
Include:

  • Store platform (Shopify, WooCommerce, etc.)
  • Screenshot of your rule setup
  • Cart scenario you're testing
  • Any relevant error logs or console messages

We'll get back to you within 1–2 business days.