Need help troubleshooting shipping error

Highlighted
New Member
5 0 0
I could use some help troubleshooting an error I get when trying to run a test transaction. It says "the items you added can't be shipped to your address". In the test transaction is one item, and the test address is a real address in the US. The product listing of the product I am testing is set to be fulfilled from the only address that is configured in the "ship from" category of shipping settings. The goal is to use UPS carrier-calculated rates, but have tried changing this to flat rates to begin troubleshooting, as no shipping settings have been successful yet. All other shipping fields (packages, print labels, etc) are still at default settings. Any help is great. Domain is thestagestore.com
0 Likes
Highlighted
Shopify Staff
Shopify Staff
829 50 105

Hi there @davidcowan!

Don here from Shopify.

I'd like to check this out from my side, to see what we can see here.

Could you let us know the exact product you tried to check out with (a link would be ideal) and the test address you were using to check out with so we can see how this appears for us?

If you can also confirm the payment gateway you were testing with and if it was in test mode while doing so, that should help us to start digging into this with you.

 

Regards,

Don

Don | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes
Highlighted
New Member
5 0 0
Hi Don,

I tried checking out with the Releve Spot (
https://thestagestore.com/products/releve-spot?_pos=1&_sid=d76e352a0&_ss=r )
which is a product that I know for a fact is fulfilled from ETC which is
set as the default location. I tried using test addresses in both
Pennsylvania and Massachusetts. 2134 S. 16th St. Philadelphia, PA 19145 and
221 Pine St. Florence, MA 01062. We are using the Shopify payment gateway,
and it was in test mode while I was troubleshooting, but has since been
turned off. As mentioned in my original post, the Domain is the US, but
these addresses within the US still warranted the error message in
checkout. The goal is to just have UPS carrier-calculated shipping, but I
added some rates to begin troubleshooting. Everything I've tried so far has
warranted that same error.

Thank you for your help!
0 Likes
Highlighted
Shopify Staff
Shopify Staff
829 50 105

Hi again @davidcowan!

Don from Shopify once more.

Thanks for that information!

I tried to check out with that product using the sample address you gave here but was also not able to proceed.

Could you do us a favour and check the weight of that product (you can view this in the products menu, if necessary you can click in to view a given variant to see its specific weight) and the weight of any packaging you have assigned to that product (you can see this in the settings > shipping menu by scrolling down to view package info).

There are restrictions in terms of the total order weight that UPS would be able to support, which is 150 lbs or 68 kg.

If the weight of your product plus any packaging is above this, it would not be possible to use UPS services for that order.

Check this out and let us know what you can see there!

 

Regards,

Don

Don | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes
Highlighted
New Member
5 0 0
Hi again Don,

Thanks for sticking with us to solve this. The ship weight of this item is
75.6 lbs. This (the ship weight, not the weight of the item alone) is what
is listed in the product description. I have not really configured the
"saved packages" part of shipping settings. The one default saved package
is set at 0.1lb for the packaging.

Our first priority is just getting any shipping to work at all, but ideally
we want to pass along the shipping costs of our manufacturers (we are a
dropshipper) to the customer. Our manufacturer uses UPS to ship product,
which is why we were thinking using the UPS carrier-calculated rates would
be the best option.

Thank you for your help.
0 Likes
Highlighted
Shopify Staff
Shopify Staff
829 50 105

Hi again @davidcowan!

Don from Shopify once more.

Thanks for checking that out for us!

Could you double-check your shipping rates next (settings > shipping) to ensure that you do not have more than one overlapping rate in place?

This could lead to a conflict in the system which may explain the lack of rates showing at the checkout.

If you have got more than one rate in place just ensure that they do not conflict (common causes of this are having weight ranges which are doubled-up or having a free and a paid rate which can both apply to the same orders).

Let us know again how you get on here and we can dig further together as required.

 

Regards,

Don

Don | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

0 Likes