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If you’re having trouble importing your shipping rates, you’ve come to the right place. Most import issues are caused by small formatting mistakes in your spreadsheet that are easy to fix.

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Common Pre-Import Mistakes

Before you try importing again, check if your file has any of these common issues:

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Wrong file format

MatrixRates only accepts CSV (Comma Separated Values) files.
  • The problem: If you save your spreadsheet as an Excel file (.xlsx or .xls), the app won’t be able to read it.
  • The fix: In Excel or Google Sheets, go to File > Save As (or Download) and choose CSV (Comma Separated Values).
If you’re in a European version of Excel, your CSV may use semicolons (;) to separate columns instead of commas. These files import automatically — no conversion needed.

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Missing required columns

The app looks for specific column names in the first row of your file.
  • The problem: If you rename a required column or delete it, the import will fail.
  • The fix: Make sure your file includes all the required columns: Zone, Country Code, Name, and Price. Check the Spreadsheet Reference for the full list.

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Invalid values

Some columns only accept specific types of information.
  • The problem: Entering text (like “Free”) in the Price column or a negative number in the Weight column will cause an error.
  • The fix: Ensure all price and weight columns contain only numbers (e.g., 9.99, 1500) or valid units/currency codes as described in the Spreadsheet Reference.

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Error Message Reference

If you see a specific error message during import, find it below for a step-by-step fix.
Cause: The app doesn’t recognize a column name in your file. This is usually due to a spelling mistake, an extra space at the beginning or end of the name, or a missing column from our template.Fix:
  1. Open your CSV file.
  2. Check the first row (the headers).
  3. Make sure the column name matches exactly what’s in our Spreadsheet Reference.
  4. Remove any extra spaces before or after the header text.
Cause: Your file is missing a column that the app needs to process your rates. Zone, Country Code, Name, and Price must always be present.Fix:
  1. Open your CSV file.
  2. Add a new column with the missing header name (e.g., Price) in the first row.
  3. Fill in the required data for every row in that column.
  4. Save and try importing again.
Cause: You’ve entered a value in the rate_type column that the app doesn’t understand.Fix:
  1. Go to the row number mentioned in the error.
  2. Check the rate_type cell.
  3. Make sure it contains either flat or per_kg. These are the only two valid options.
Cause: A cell in your Price column contains text, symbols, or is formatted incorrectly.Fix:
  1. Go to the row number mentioned in the error.
  2. Remove any currency symbols (like $ or £) or text (like “Free”).
  3. Ensure the cell contains only a number (e.g., 10.00).
Cause: A weight value in your file is less than zero.Fix:
  1. Go to the row number mentioned in the error.
  2. Check the Weight \>= and Weight \<= columns.
  3. Change any negative numbers to 0 or higher.

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Still stuck?

If you’ve checked your file and are still seeing errors, we’re here to help.

Contact Support

Email us at support@dojoapps.co.uk with a description of the problem.
Privacy Note: When contacting support, please do not include passwords or sensitive personal information in your message or CSV attachments.