How to see why a carrier or service wasn't returned (Explain Results)

How to see why a carrier or service wasn't returned (Explain Results)

Explain Results shows you details of every carrier and service MachShip checked when pricing your consignment or quote, and the reason for why each one was or wasn't returned.  

Use it when a carrier or service you expected to see is missing from your pricing results. It's available on both the Consignments and Quotes screens.

Before you start

The Explain Results button only appears for users whose role has the Explain Routes permission. If you don't see the button, ask your MachShip administrator to turn it on:

  1. Go to the Roles screen.
  2. Open the role you want to give access to.
  3. Under Consignments, find Explain Routes.
  4. Change it from None to View, then save.

Everyone with that role will see the Explain Results button the next time they run pricing.

How to view Explain Results

  1. Enter your consignment or quote details as usual.
  2. Run pricing: click Generate Routes on the Consignments screen, or Get Price on the Quotes screen.
  3. Click Explain Results.

The top of the panel shows how many routes were returned and when pricing was run, for example: Routes returned: 43 — fresh pricing run at 15 Oct 2026 11:50 am.

Tip: If you change the pickup, delivery or item details, run pricing again so the explanation matches what you've entered.

Understanding the results

Each row is one carrier account and service that MachShip checked. Use the Outcome dropdown to show only the rows you're interested in.

Column What it shows
Outcome Excluded - MachShip couldn't price this route from your rates or settings.
Errored - the carrier rejected the pricing request.
Info -  information on how/why a rate was generated, e.g. a rate being impacted by a Shipping Modifier or Shipping Rule
Included - the carrier rate being triggered by an include 
Carrier The carrier, e.g. Australia Post
Carrier Service The service, e.g. PARCEL POST + SIGNATURE
Carrier Account Which of your carrier accounts was checked
Reason A short summary of why
Details The full explanation, including zones or the carrier's own message


What to do next

If you see Try this
Excluded - No route for zone pair Check with your carrier that your rates cover these pickup and delivery zones. Once updated rates are loaded, run pricing again.
Errored - Carrier API reported error Read the carrier's message in Details. Adjust the consignment if you can (e.g. choose a different service); otherwise contact the carrier.

Still not sure why a route is missing? Contact MachShip Support and include the consignment or quote number, plus the Reason and Details shown in Explain Results.