Q: Why is my order not rating, or calculating the price incorrectly?
A: If an order is showing an incorrect price or failing to calculate altogether, check the link between the order and the associated Rate Card and review the specific charge settings.
Follow these steps on the Order Details Page to diagnose the issue:
a) Check the Assigned Rate Card: Verify that the order is linked to the correct Rate Card. If the wrong card is applied, check the initial Rate Card assignment settings (usually defined by the customer or transport service).
b) Review the Price Calculation Method: Click Edit next to the charge to see how the cost is being calculated. Ensure it is set to Automatically Calculated and not stuck on Manual Price or Manual Formula.
📚 For more details on price calculation, see our help article on Order Pricing and the FAQ on Automatic Charge Updates
c) Inspect the Rate Card Settings (Validity & Conditions): Go directly to the Rate Card associated with the order's customer. Review the prices for each charge and check the following:
Validity Period: Confirm that the order creation date falls within the validity dates set on the rate card.
'Always Add' Setting: Verify whether the charge is set to 'Always be added to an order'.
Charge Conditions: If the charge has conditions attached (e.g., specific distance or weight), ensure the order's details meet all those conditions for the charge to apply.
Price Consolidation: If using grouped or consolidated pricing, check the price consolidation settings for that charge.
Complete Charges: Double-check that all necessary charges have been added to the Rate Card.
Q. How can I assign a rate card to a specific customer?
A. Qargo uses a simple hierarchy to determine pricing, typically starting with a transport service default:
Default Rate Card: There is usually a default rate card that applies to all customers per transport service unless a specific rate card is assigned to them. This default is used for any orders from customers not linked to a specific rate card.
Customer-Specific Assignment: To assign a rate card to a particular customer, the rate card needs to be created first.
After the specific rate card has been created, locate the "Link new customer" button on the rate card details page and use it to link the desired customer.
Orders for that customer will now use their specific rate card instead of the system default. Note that this new rate card will only be used for the new orders of this customer. Already existing orders will use the previous rate card that was in use.
📚 For more details on creating rate cards, see our help article on Rate Cards.
Q. Why has my order been priced against the wrong rate card?
A. This usually happens when the order was created before the correct rate card was assigned to the customer.
Once an order is created, it locks to the rate card that was valid and linked to the customer at that specific moment in time. If the customer was previously linked to a different rate card, or if they were using the system's default rate card, the old pricing remains on that existing order.
Changes to customer-rate card assignments are not applied retroactively. A manual pricing update to the order will be required, or you must create a new order to ensure the correct rates are applied.
Q. Is it possible to add a rate card to a customer based on collection and delivery postcodes?
A. Yes, it is possible. Qargo gives you the flexibility to create a rate card for specific customers and then set conditions that require specific collection or delivery postcodes to be met.
Once you have defined the customers and locations, you can configure various pricing options within that rate card, depending on your exact use case and needs.
📚 For more information on rate card pricing based on postcodes, see our help article on Fixed Price Route (Collect & Delivery) and Postcode zone groups.
Q. Why can't I find a specific customer in the dropdown list when trying to link them to my rate card?
A. There are typically a few possible reasons for a customer not appearing in the linking dropdown:
Currency Mismatch: A rate card can only be linked to customers that share the exact same currency configured on the rate card itself. Selection of a customer account in the same currency as the rate card is required, or duplication of the rate card in the customer’s currency is necessary.
"Use Price List for all Customers" Toggle is ON: When this toggle is active, the rate card functions as a transport type-wide default and does not permit specific customer links. The rate card must be assigned from the customer page instead, or the rate card must be duplicated with the 'use price list for all customers' toggle deactivated.
Overlapping Validity Dates: Qargo does not support the linkage of a single customer to multiple rate cards where the validity dates overlap for the same service. Verification is required to ensure the customer is not already linked to another rate card with conflicting dates.
Q. Is it better to adjust the rounding settings via Order Entry or via Rate Card to apply changes to all linked price lists?
A. Rounding adjustments should be performed on the Rate Card itself, not at the Order Entry level.
Order Entry Changes: Changes made at the Order Entry level are order-specific and will not cascade. These changes can influence how a single order displays or calculates, but they do not update any existing or future rate cards linked to customers.
Customer Price List Changes: To apply rounding consistently across many customers, the setting must be configured on the Rate Card itself, specifically at the calculation/charge level. Every order using that list will then inherit the correct rounding.
Using Charge Templates: If charge templates are in use, the rounding should be configured inside the template's calculation. Template updates can then be pushed, allowing all linked price lists to inherit the new rounding in one go.
📚 For more details on setting up charge templates, consult our dedicated article on charge templates.
Q. Is it possible to charge per week when the manual pricing formula only allows minutes, hours, or days?
A. Not directly. Manual formulas within Qargo only support time increments measured in minutes, hours, days, or months.
However, there are several effective workarounds to calculate weekly pricing:
Convert to Days: Set the calculation to a "per-day" rate where the daily price equals the weekly rate divided by seven. This method applies a true per-week price across any duration.
Charge by Whole Weeks (Price Table): Build a price table that uses "duration in days" ranges to step by seven-day blocks. For example:
1–7 days = 1 times weekly rate
8–14 days = 2 times weekly rate
15–21 days = 3 times weekly rate
...and so on.
"Started Week" Logic (Price Table): If the requirement is to bill any partial week as a full week, build a price table that adds a minimum of 7 days and then steps in 7-day increments.
📚 For more details on setting up price tables, consult our dedicated article Price Tables calculation metrics or reach out to your Account Manager for assistance.
Q: Can I set a driver's hourly rates from the Trips Costs section?
A. No. While it is possible to add a one-off driver hourly cost to a specific trip within the Trip Costs section, this will only record that cost on that particular trip. This action will not create or change any default driver rates.
To set a driver's default hourly rates, the cost must be assigned directly to the resource as an internal cost calculation. Qargo will then automatically apply those established costs to all future trips that the driver is assigned to.
📚 For more details on assigning costs to resources, consult our article FAQ: How can I assign a cost to resources?