Sometimes a customer checks out with a non-Trexity shipping option — USPS, UPS, Canada Post, a “free shipping” rate, or another app’s carrier — but the delivery is local and you’d rather fulfil it with Trexity. If Trexity covers the address, you can switch that order to Trexity from the order page.
This is a manual action you take per order. Trexity never converts other-carrier orders automatically.
When you’d use this
The classic case: a customer picked a nation-wide “free shipping” option that happened to appear before your equally-free Trexity option at checkout. The order is local, so you fulfil it with Trexity anyway and absorb the difference.
Because the customer already paid for a different service, converted deliveries are billed to your Trexity account and tracked separately from your normal delivery economics (see the end of this article).
Is the order eligible?
Open the order in Shopify Admin and look at the Trexity panel. For an order that came in on another carrier, the panel shows a “Customer chose [carrier] for $X.XX” line, then one of two states:
- Eligible — “This address is eligible for Trexity”, followed by a Create Trexity delivery button. Trexity can quote the address, so you can convert it.
- Not eligible — “Trexity isn’t available for this delivery address.” Trexity doesn’t cover this drop-off, so there’s nothing to convert.
Eligibility comes down to whether Trexity can quote the delivery address. A few things affect the quote:
- The address must be within Trexity’s coverage and have a complete street address and city.
- Items must be within the weight limit (Trexity’s per-package ceiling is 16 kg / 35 lb; heavier orders may need multiple packages).
- Time-sensitive products limit the offer to Direct.
- Your normal service availability rules still apply.
Converting the order
- Open the order in Shopify Admin and find the Trexity panel.
- Confirm it says “This address is eligible for Trexity.”
- Pick a service level (Same Day, Next Day, or Direct). The cheapest is selected by default, so a quick accept works. See Service levels.
- Click Create Trexity delivery.
The panel turns into a normal delivery card — status, Print label, Cancel, and the rest — just like a Trexity-native order.
To help you decide, the panel compares costs where the currencies match: you’ll see either “Save $X on delivery” or “$X more than customer paid” next to the option.
Using manual scheduling? The converted delivery is held as a draft. You’ll pick the time to post it to the network from the dashboard after creating it — the panel notes this.
What happens after you convert
- A Trexity delivery is created on your account. It is not paid for by the customer’s original shipping charge — refunding or absorbing that charge is your call.
- The order’s Shopify shipping line stays exactly what the customer chose; converting doesn’t rewrite it.
- The delivery then behaves like any other: it follows your location’s batch/JIT rhythm in automatic mode, or waits for you to schedule it in manual mode.
- In Analytics → Delivery Economics, these show up under “Converted from other carriers”, kept separate from your paired margin because the customer’s shipping charge paid for a different service. You’ll see your Trexity cost, the other carrier’s cost, and the net margin (whether you absorbed cost or collected more than Trexity charged).
Common questions
“Does converting refund the customer’s shipping?” No. It creates a Trexity delivery billed to you and leaves the customer’s original charge untouched. Refund it yourself if you want to.
“Can I convert every non-Trexity order?” Only ones Trexity can quote. If the panel says “Trexity isn’t available for this delivery address,” it’s out of coverage.
“Is there a bulk ‘convert’ button?” No — conversion is per order, from the order page. The dashboard’s “Create delivery” fallback is for Trexity orders where auto-create failed, not for switching carriers.
“Why does the converted order show a different carrier tag?” The Shopify shipping line reflects what the customer picked at checkout. Trexity fulfils it regardless; the tag isn’t rewritten.