Operated by Sognora

SafeRates Support

Setup help and written support for merchants using SafeRates on Wix Stores.

Contact

Email shin@sognoragroup.com. Include your Wix site URL, the approximate checkout time and what appeared under Delivery method. Screenshots help, but remove shopper names, street addresses, email addresses and payment details. Never send a password, API token, Wix app instance value or staff login; support does not need them.

Check these first

SafeRates does not appear at checkout

  1. Open SafeRates Settings and save a US ship-from ZIP, package defaults and backup rate.
  2. In Wix, open Settings → Shipping, delivery & fulfillment.
  3. Open the relevant US shipping region, choose Manage apps, turn on SafeRates and save.
  4. Test with a physical product and a US delivery address.

Installing the app does not turn on the Wix shipping provider. SafeRates also stays out of international checkouts because international shipping and customs are not supported.

A checkout shows the backup rate

Overview labels that request “Backup rate.” It means the live feed timed out, failed or returned no supported non-UPS option. The buyer still receives the flat USD amount you configured instead of an empty SafeRates response.

A request says it used the default weight

At least one cart item had no Wix product weight, so SafeRates used the default shipment weight from Settings. Add weights to those products in Wix, then test again. Wix does not provide product dimensions in this rate request, so every estimate uses the package dimensions saved in SafeRates Settings.

Carrier and price scope

SafeRates uses a managed Shippo rating feed and currently returns USPS services only. UPS rates are excluded. There is no carrier-account connection in the app, so estimates do not include your negotiated USPS or UPS discounts and are not a promise of the price you will later pay for a label. SafeRates does not buy or print labels.