Problem: "This order's address couldn't be verified." error when creating international label

Tourist
11 0 5

Yesterday I received an order from Bahrain and the customer selected DHL Express shipping. However, when I go to print the label it gives me an error banner saying "This order's address couldn't be verified." I have literally edited the address into a thousand different variations and the issue persists. The address is fine - I've confirmed with the customer and even entered it in https://smartystreets.com tool which also confirmed it is a good address. Not only that, I also entered a few addresses from a couple local businesses near the customer's address, like Dunkin Donuts and Starbucks, and I still get the banner saying the addresses are unverified. I contacted Shopify support and got zero help. What system does Shopify use to verify international and why even make it mandatory in the first place? If a merchant is sure the address is correct why can't they just print it regardless? How am I supposed to print this label when I've tried everything and it NEEDS to be verified by Shopify? The address is even good on DHL website, but obviously I'd like to save $60 by printing it through Shopify. Very frustrating and I've gotten no help through customer support.

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Community Manager
Community Manager
2487 171 373

Hi @Ahmad_G,

 

Nick here from Shopify. 

 

Can I ask if you are seeing a yellow banner that says: This order's address couldn't be verified? The reason I ask is that if the address does match what is returned by Google Maps or the carrier, the warning can be ignored. You should still be able to purchase the shipping label and Shopify is just giving you a heads up that the address might not be correct.

 

Something else it could be is if the Buy Shipping Label button on the right side IS greyed out and you can’t purchase the label, there’s probably another warning (ie weight needs to be entered, etc). In this example, the message highlighted is the true error. 

 

19-07-7v4fd-qgz50

 

If you are you seeing an address verification error AND see that the Buy Shipping Label is greyed out and the address is valid on Google Maps and no other warnings are present, but you're still not able to purchase the shipping label, can you let me know, please and I'll ask our higher-level support team to take a closer look into it for you. 

 

Hopefully, this works and looking forward to hearing from you soon.

 

All the best, Nick

Nick | Social Care @ Shopify
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New Member
1 0 0

What if its happening on the customer side when they're trying to check out? 

The customer got the warning, and i ended up having to put in the order manually. Same issues on his side. We put in the USPS verified address and everything.

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Highlighted
Community Manager
Community Manager
2487 171 373

Hi @nerdytechpros,

 

Just to confirm, is this the customers address that is showing the error, which didn't allow them to submit the order? It could be as simple as using all caps or a space that the system isn't registering. 

Nick | 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

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