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How Do I Reconfigure My Shopify Store to Support Shop Promise? (Troubleshooting Guide)

📣 Note: This feature is in early access and is only available to certain merchants.

Shop Promise (the next evolution of  Fast Tags) is Shopify’s native, customer-facing trust and fast shipping badge. Shop Promise leverages the existing strength of the Shop brand to help your business win buyer trust, increase conversions, and make fast delivery a competitive advantage. 

Shop_Promise_badge_example.png

An example of Shop Promise fast shipping badges

In order to replace your Fast Tags with Shop Promise badges (or to enable fast shipping badges for the very first time), your Shopify account must be configured properly. If you’re reading this guide then you may need to fix one or more of the following account settings:

and/or…

Updating your theme compatibility

Delivery dates and Shop Promise badges work best with first-party Shopify themes without extensive customization.

Shop Promise is currently not compatible with your Shopify store if:

  • You have a third-party or custom-built theme
  • Your ‘Add To Cart’ button text is customized via the languages editor 
  • You built pages using page builder apps like PageFly, GemPages, or Shogun
  • You have a floating ‘Add To Cart’ button

If any of the above restrictions apply to your store, follow these steps to update your store to a compatible theme:

  1. Respond to the original email from our team indicating changes were required on your theme
  2. Fill out this form giving consent to our Support team to make changes to your theme

Our team will then make theme changes on your behalf and enable Shop Promise badges on your Shopify store. We’ll send an email confirmation once complete that will also include instructions on how to opt-out of the Shop Promise program if you do not wish to participate.

*NOTE: Fast Tags on your Shopify store will be deprecated immediately after Shop Promise is activated.

Reconfiguring shipping settings

There are two important shipping settings that require modification in order for your account to be eligible for Shop Promise enrollment:

1. Switching from single-origin shipping to multi-origin shipping

The Shop Promise program requires your shipping settings to be set to the default multi-origin option. This allows you to customize which warehouse fulfills orders based on location and product availability. 

Here are a few indicators that your account is in single-origin mode: 

  • A ‘shipping origin’ badge appears next to the location name
  • A blue information banner is present with the message, ‘To manage rates by product or location, you must first activate multi-origin shipping’
  • A ‘change shipping origin’ button is in the top right corner

Shop_Promise_-_single-origin_mode_example.png

(Example of a message shown indicating that you are in single-origin shipping mode)

Follow these steps to switch to multi-origin shipping:

If the blue banner is showing in your account:

  1. From your Shopify admin, go to Settings > Shipping and delivery
  2. In the Shipping section, click ‘Manage’
  3. In the Shipping from section, click ‘Activate multi-origin shipping’
  4. Click ‘Continue’
  5. Click ‘Save’ to create your new shipping profile
  6. Click ‘Save’ to confirm the activation of multi-origin shipping

If the blue banner is not showing in your account due to a previous dismissal:

  1. From your Shopify admin, go to Settings > Shipping and delivery
  2. Click ‘Create new profile’
  3. This will prompt a modal to activate multi-origin > Activate
  4. Click ‘Save’ to confirm the activation of multi-origin shipping

IMPORTANT NOTE: You cannot switch back to single-origin shipping once multi-origin mode is activated.

There are a number of considerations you should be aware of before you activate multi-origin shipping:

• Shipping prices will be added together for each location an order ships from

• If you have no active locations that fulfill online orders, then you can't activate multi-origin shipping

• Each shipping app integrates with shipping profiles differently when using multi-origin mode

However, being in multi-origin mode (Shopify’s default shipping setting) ensures you have proper prerequisites to access other Shopify features.

 

2. Removing multiple shipping rates and rate types that are not supported

Currently, only single flat rate delivery date options are compatible.

Here’s a breakdown of which rate types are supported versus not supported with Shop Promise:

Supported ✅

Shipping Strategy* Example(s)

Single free or flat rate

 Single_free_or_flat_rate_example.png

Flat rate with free shipping over a cart minimum

 Flat_rate_with_free_shipping_over_a_cart_minimum_example.png
Single flat rate with multiple order weight conditions Single_flat_rate_with_multiple_order_weight_conditions_example.png

*Other strategies such as tiered conditional order price are also supported as long as only one rate is shown at checkout.

We recommend pairing one shipping rate name (i.e., ‘Standard’) with one of the following pricing strategies:

  • Free shipping (prioritize conversion)
  • Flat rate with free shipping over a cart minimum (balanced)
  • Flat rate (prioritize cost coverage)

Not supported  ❌

Shipping Strategy

Example(s)
Overlapping flat rates and flat rates that differentiate speed (e.g., Standard vs Priority) Multiple_flat_rates_example_.png

Flat rates with transit times

 Flat_rates_with_transit_times_example.png

Carrier or app rates

 Carrier_or_app_rates_example.png

Our fulfillment and shipping partners do their best to maintain our delivery service levels. However, they may be unable to do so should there be unplanned spikes in shipping volume due to:

  • “Peak Season” dates, including:
    • The Friday after Thanksgiving
    • The week of Cyber-Monday
    • The first week of December
    • Mondays during December
    • December 12-25
    • New Year’s Eve
  • Congestion at carrier networks
  • Warehouse holidays
  • Unforeseen technical errors and 'Bad Address' alerts
  • General carrier disruptions outside of the fulfillment network’s control

Follow these steps to update your shipping rates:

If you have rates applied for the app location in a separate location group:

  1. Delete all existing rates in relevant zones
  2. Add a flat rate

If you have rates for the app location that are grouped with other locations:

  1. Navigate to the relevant profile
  2. Show details > Deliverr app > Manage > Select ‘Create new rates’ and Submit
  3. Create zones that you want to ship to with Deliverr
  4. Add flat rate

If you want to add a free shipping or flat rate:

  1. Add a new flat rate without conditions
  2. Name it ‘Standard’ and add a price

If you want to add a flat rate for free shipping over a set cart minimum:

  1. Add a new flat rate
  2. Name it ‘Standard’ and set the price to $0.00
  3. Add a condition based on order price and set to the minimum of your choice
  4. Add a second rate, name it ‘Standard,’ and set a price
  5. Add a condition based on order price and set the minimum to $0.00 and maximum to $100.00

08_Displaying_Delivery_Promise_Email_2.png

What to expect once your shipping settings are updated

Once your shipping settings are corrected, you’ll receive a confirmation email from our team with a Shop Promise go-live date and instructions on how to opt-out of the program if you do not wish to participate.

*NOTE: Any Deliverr Fast Tags on your Shopify store will be deprecated immediately after Shop Promise is activated.

Switching to a compatible subscription app

While Shop Promise supports both one-time purchases and subscription items, there’s one key criteria your shop must meet in order to enable subscription-based badges: The subscription app being used must be listed in the Shopify App Store. If you use a subscription app that is not compatible, Shop Promise badges will not show up on the PDP or checkout page. Some compatible subscription apps you may be interested in include:

Follow these steps to replace a non-compatible subscription app

Instructions will vary depending on the app you choose, but these three steps apply to all subscription app installations:

  1. Install the new app and follow the setup instructions listed within the app
  2. Navigate to your Shopify admin, make sure the app is connected, and reach out to the app developer to ensure they’re using the latest version of the Shopify checkout integration
  3. Disconnect the unsupported subscription app previously used in your Shopify admin

What to expect once your subscription app is updated

Once your non-compatible subscription app is changed, you’ll receive a confirmation email from our team with a Shop Promise go-live date and instructions on how to opt-out of the program if you do not wish to participate.

*NOTE: Any Deliverr Fast Tags on your Shopify store will be deprecated immediately after Shop Promise is activated.

We’re here to help!

If you run into any issues when making changes to your Shopify store, or once Shop Promise is activated, you can contact our Support team for help. When submitting your request, please select ‘sales channels’ as the issue and include Shop Promise in the subject line/description.

 

 

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