Shipping profiles messing with customers???

[FuzzySlippersDesigns]

I'm wondering what I am doing wrong. I've had a few customers get way overcharged for shipping since I went to the new calculated shipping model. Also, I cannot figure out how to give a discount if they buy more than 1 of something. There used to be a way to offer slightly cheaper shipping, without a coupon code. I am dreadful with these things, so any advice would be most welcome.

[Plektra]

This article explains how the discount on shipping works
https://www.etsy.com/uk/help/article/191

I'm not sure why your customer are overcharged. As you don't ship to the UK, I can't see...maybe US sellers can check......

[CircusOfCelebrations]

I read this whole article and didn't see any mention of multiple items.
https://www.etsy.com/help/article/6131?ref=shipping_mgr
Did the people who got overcharged buy multiple items, or just one?
You can always refund the high charges, but I would hate for you, or anyone else, to lose a sale because the customer thought you were charging too much for shipping. They should certainly address this.
I suspect it's due to multiple items in the cart. Right?