Cannot ship to your location - new error

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I have had a Shopify store for the last couple of years and have had a customer contact me to say they are unable to check out as they get a message saying they cannot ship to their location.

This is domestic shipping and shipping rates are by order value.  Orders over $120 are free shipping. 

I have sold loads of items to the location the customer is in and have also sold the specific product to a number of customers too so I'm unsure why its happening now?

Please help