---
title: "Carrier options not displaying"
canonical: "https://ingrid-support.refined.site/space/KB/390168583/Carrier%20options%20not%20displaying"
format: markdown
---
**Symptoms:**

- Portal shows no carrier options at shipping selection step
- “No shipping methods available” message
- Customer cannot proceed past shipping selection

**Root Causes:**

1. **No carriers configured**
  - Shipment Integrations not set up
  - All carriers disabled or inactive
2. **Price Setup missing carrier assignments**
  - Price Setup exists but no carriers assigned
  - Carrier removed from Price Setup
3. **Customer address incompatible**
  - Customer’s delivery country not covered by any carrier
  - Carrier service area excludes customer postal code
4. **Carrier API failure**
  - Carrier integration experiencing downtime
  - API credentials expired or invalid

**Resolution Steps:**

1. **Check Shipment Integrations:**
  - Navigate to Returns Back-office → Integrations → Shipment
  - Verify at least one carrier shows “Active” status
  - Test carrier connection (click Test button)
2. **Verify Price Setup:**
  - Navigate to Returns Back-office → Settings → Price Setups
  - Find Price Setup for customer’s market
  - Check “Assigned Carriers” section includes carriers
  - Add carriers if missing
3. **Test Customer Address:**
  - Check customer’s country and postal code
  - Verify carrier supports that geographic area
  - Add alternative carrier if current carriers don’t cover location
4. **Check Carrier Status:**
  - Review carrier integration error logs
  - Check if carrier API is experiencing downtime
  - Contact carrier support if persistent issues
5. **Temporary Workaround:**
  - Offer “Book own shipment” option to customer
  - Create manual return with different carrier via Back-office

**See:** Shipment Integrations article for detailed carrier troubleshooting