FAQ & troubleshooting
The questions merchants actually ask, answered the way the product actually behaves. If yours isn't here, email hello@forto.app — in the beta, the people answering are the people building.
Checkout shows my flat rates, not live carrier rates
Your Shopify plan likely doesn't include CCS (carrier-calculated shipping) — Shopify offers it on Grow (free with annual billing) and includes it on Advanced/Plus. Forto automatically runs Manual Rate Mode in that case: your Shopify zone rates show at checkout, and Forto still routes and labels at fulfillment. To get live rates, enable CCS on your Shopify plan and re-run Setup from Settings.
Why isn't duty being collected at checkout?
Duties at checkout (DDP) starts on the Growth plan — Starter ships DAP, where the destination collects from your customer on delivery. If you're on Growth+, check Settings → DDP: "Duty & tax at checkout" must be on, and the destination must be one where DDP is supported for the routed carrier.
Who is the importer of record?
You are, unless Forto explicitly acts as Importer of Record under a separate written agreement — see the Terms. Forto prepares and files the customs data; the legal role stays with you.
The border charged a different duty than the quote — who pays?
The variance settles against that shipment's statement line, drawing on the per-label reserve. Your customer is never charged again, and you won't get a detached invoice weeks later — the correction is attached to the order it belongs to.
When am I actually charged?
Subscription: monthly or yearly via Stripe. Everything else flows through the prepaid wallet you approved once — shipping and duties draw down as parcels ship, and the wallet tops up automatically. Every movement is on the statement.
Can I use my own carrier contracts?
Yes — connect them in Settings → Carriers (3 slots on Growth, 10 on Pro, unlimited on Enterprise). They compete in routing with Forto's pool; when yours wins you pay your negotiated rate plus a flat per-label fee. Forto never marks up your rate.
How do refunds reach my customer?
Configure the trigger — on carrier scan or on delivery back — and the refund writes to the Shopify order automatically, settling against the original shipment's line.
Can I cancel or switch plans?
Any time. Plan changes apply immediately with Stripe prorating the difference; cancellation keeps your access until the period ends. Starter is free forever.
Where does my data live, and can I get a DPA?
EU data residency, GDPR applies, and a DPA is available on request — email hello@forto.app. Forto never touches card numbers; payments are tokenized and processed by Stripe.