If customers are paying the wrong shipping price, the cause is almost always the order of your shipping rates. WithWine checks your rates from the top of the list down and uses the first rate that matches the order's shipping zone and contents. It doesn't look for the cheapest or most specific rate.
Common causes
A general rate is above a specific one. For example, an East Coast rate above a Sydney Metro rate means Sydney customers pay the East Coast price.
The default free rate is still at the top. New brands start with a free rate for their whole country (for example, all of Australia or all of the United States). If it's first in the list, every Australian order gets free shipping.
A free shipping rate has no order contents rule. A $0 rate with no rule ticked applies to every order, not just large ones.
Changes weren't saved. If you reordered rates but didn't click Save, the old order is still in use.
Fix the order of your rates
Go to Settings > My Brand > Shipping.
Next to Rates, click Edit.
Read the list from the top. For a sample order, find the first rate whose shipping zone and order contents match. That is the rate WithWine charges.
Use the up and down arrows so the most specific rates are at the top. A good order is: free shipping rules first, then small areas (such as a postcode or ZIP code zone), then larger areas (such as a group of states), then a backup rate for the whole country last.
Click Save.
Check what a rate applies to
Click Edit on a rate to see which shipping zones and order contents rules are ticked. If no order contents rule is ticked, the rate applies to any order and shows as Any.
Still not right?
Check the customer's address is inside the shipping zone you expect. A postcode or ZIP code outside a zone's range won't match that zone. If you can't find the cause, contact WithWine support with the order number.