Regional Support: Shipping (UK)

Solved
Lagruga
Excursionist
19 0 14

@philosophyalice - I hope this is beta only, please do keep us posted with your findings - many thanks.


@philosophyalice wrote:

So shopify has now started adding England / Wales / Scotland / Northern Ireland to addresses in some weird way over the last couple of days.

 

When I say 'in some weird way' I mean that you can't see this on the admin panel but the country appears in our order notification emails.  I find this very odd and am currently in a chat with shopify support to try to find out what is going on. 

 

Obviously we do need a mechanism to identify orders from UK regions but I am quite sure most people don't want 'England' etc added to UK addresses as it just looks rubbish (London, England!) and potentially confusing if it makes its way on to shipping labels which is now happening for us as it is showing up in the address imported to our fulfilment service. 

 

I wish shopify would be a bit more transparent when making changes, or even consult users to ensure changes don't have negative effects.


Alice



@philosophyalice wrote:

So shopify has now started adding England / Wales / Scotland / Northern Ireland to addresses in some weird way over the last couple of days.

 

When I say 'in some weird way' I mean that you can't see this on the admin panel but the country appears in our order notification emails.  I find this very odd and am currently in a chat with shopify support to try to find out what is going on. 

 

Obviously we do need a mechanism to identify orders from UK regions but I am quite sure most people don't want 'England' etc added to UK addresses as it just looks rubbish (London, England!) and potentially confusing if it makes its way on to shipping labels which is now happening for us as it is showing up in the address imported to our fulfilment service. 

 

I wish shopify would be a bit more transparent when making changes, or even consult users to ensure changes don't have negative effects.


Alice


 

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philosophyalice
Excursionist
11 0 5

So today shopify has confirmed

 

"Recently we updated our shipping settings to divide the UK into 4 provinces. This is so you can set different shipping for Scotland, Northern Ireland etc. "

 

However you cannot see the province on the order page, it has been added by shopify without showing when you view an order on your store.  

 

Unfortunately this means that now our shipping labels are being printed showing 'England' / 'Scotland' etc and I have pointed out how inappropriate this is.  I can't see a workaround because we need to include the province info when this is a legitimate part of the address.

 

I have fed back how unimpressed I am that they seem to be unaware of local practice and that this is a problem!  (Also the fact that they have made this change without telling anyone and no way to view the actual address on the order on shopify (only in notifications).  And it still doesn't solve the Highlands and Islands issue...)

 

Please be aware and feed back to shopify if you are also concerned about this!

 

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St3v3
Excursionist
31 0 24

I cant see the setting where the UK is now split into different areas, even if I search for them it doesnt find them

philosophyalice
Excursionist
11 0 5

If you go into the settings and shipping rates and select United Kingdom there are now 5 zones, England, Wales, Scotland, NI and BFPO.  Not that this sorts out the Highlands and Islands issue.  But they are there now.

 

Note that you cannot see the region on the customer order as this doesn't show the "province" which is where shopify has put the zone.

 

Screenshot 2021-04-23 135236.png

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St3v3
Excursionist
31 0 24

Had to delete it then add again for it to show. Thanks

 

 

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Victor
Shopify Staff
Shopify Staff
886 78 219

Hey folks,

As some of you have pointed out, the UK shipping zone now appears with five subdivisions—England, Scotland, Wales, Northern Ireland, and British Forces. I knew work was being done on this issue and I can see from some of the posts here there have been some issues, so I am actively communicating your feedback to our development team about what you are seeing. I will seek to keep everyone updated with the latest and please keep feel free to keep sharing any feedback you have on this here so that I can pass it along.

Kind regards,

Victor | Shopify Social Care

Victor | Social Care @ Shopify 
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Luccardo
Excursionist
20 0 5

Hi Victor,

As a UK shopify customer, I would like to also say how this makes no sense. UK shipping is complicated enough and rates are determined by Post Code, not solely by 'Province'. Eg. Some Scotland post codes fall into UK mainland 'standard' rates, yet others which may not even be that much further away have a much higher rate with couriers ( I am not speaking about Royal Mail, personally I do not use them), yet all are still in the United Kingdom.

As most of merchants in the UK, I use CCS, which comes at an extra cost, then we have to add an app, again at another cost, to precisely create shipping rates based on our couriers rates for different areas.

Whilst I now accept this and have doing this for years, what I do not like is not been able to REMOVE the unnecessary wording and drop down option of the PROVINCES on my theme's shipping calculator. I have reached out to them and they say this is a Shopify thing. Even when i remove the check boxes of the so called provinces, this does not adjust the drop down menu which has suddenly appeared within my shipping calculator. If anyone knows how to do this, please let us know.....?

It completely conflicts with the shipping setting I have set, which I, like others have to pay for. 

Again, please advise if there is a way to take out the province element.

Maybe it would help if Shopify asked for some feedback from UK customers as to the insights on UK shipping.

I hope to hear from you.

Regards

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philosophyalice
Excursionist
11 0 5

Hi Victor

 

thank you for passing the feedback on.  I think the key issues are

(1) complete lack of communication or documentation from shopify for a major change which has a significant impact on users - I had to have two long chats with support to even find out what had happened

(2) shopify changing something which we cannot see or edit - the "province" field is being added behind the scenes and doesn't appear when you view a customer's order in shopify store admin and we cannot edit this

(3) complete lack of understanding from shopify about local practice.  Our shipping labels are now being printed saying "London, England" which makes us look as if we are a retailer from an overseas country who doesn't understand the UK and what addresses look like, when we are British and that is part of our brand.  There are also the political issues too (no customer complaints yet but some people feel very strongly about the union!)

(4) as the earlier reply points out, this doesn't even solve the problem with shipping zones as these are based on postcode not whether the address is in Scotland/Wales/NI etc (although it may help with Brexit related issues to do with NI)

I really don't understand why shopify does this sort of thing, it is incredibly frustrating and very poor customer service.  We have a meeting with Magento next week because we are just getting fed up with the poor service, lack of concern for retailers in Europe and lack of control over the platform.

 

Alice

hcnewhouse
Tourist
2 0 2

Totally agree @philosophyalice - its been designed and implemented by some techie in North America who hasn't researched the UK storeholder market.  

Far better would be to split the UK into counties and include the Islands.  Here's a list Shopify....

Bath and North East Somerset
Bedfordshire
Berkshire
Bristol
Buckinghamshire
Cambridgeshire
Cheshire
Cornwall
County Durham
Cumbria
Derbyshire
Devon
East Riding of Yorkshire
East Sussex
Essex
Gloucestershire
Greater London
Greater Manchester
Hampshire
Herefordshire
Hertfordshire
Isle of Wight
Isles of Scilly
Kent
Lancashire
Leicestershire
Lincolnshire
Merseyside
Norfolk
North Somerset
North Yorkshire
Northamptonshire
Northumberland
Nottinghamshire
Oxfordshire
Rutland
Shropshire
Somerset
South Gloucestershire
South Yorkshire
Staffordshire
Suffolk
Surrey
Tyne & Wear
Warwickshire
West Midlands
West Sussex
West Yorkshire
WIltshire
Worcestershire
Aberdeenshire
Angus
Argyll & Bute
Ayrshire
Banffshire
Berwickshire
Borders
Caithness
Clackmannanshire
Dumfries & Galloway
Dunbartonshire
East Ayrshire
East Dunbartonshire
East Lothian
East Renfrewshire
Fife
Highland
Inverclyde
Kincardineshire
Midlothian
Moray
North Ayrshire
North Lanarkshire
Orkney
Perth & KInross
Renfrewshire
Shetland
South Ayrshire
South Lanarkshire
Stirlingshire
West Dunbartonshire
West Lothian
Western Isles
Blaenau Gwent
Bridgend
Caerphilly
Cardiff
Carmarthenshire
Ceredigion
Conwy
Denbighshire
Flintshire
Gwynedd
Isle of Anglesey
Merthyr Tydfil
Monmouthshire
Neath Port Talbot
Newport
Pembrokeshire
Powy
Rhondda Cynon Taff
Swansea
Torfaen
Vale of Glamorgan
Wrexham
Antrim
Armagh
Down
Fermanagh
Londonderry
Tyrone

 

Victor
Shopify Staff
Shopify Staff
886 78 219

Hi @Luccardo,

Thank you for getting back in touch and detailing your issues with these changes here. I know that the inability to split the UK shipping zone into regions and countries has been a long term grievance of British merchants and one of the reasons for the delay in making this change was the potential for these sort of issues when the zone was split. I know that our development team are continuing to work on the implementation of this, and I am making sure to communicate the feedback you and others have shared here so that we are fully aware of the issues that need to be ironed out. I will be sure to post updates when I have them.

Kind regards,

Victor | Shopify Social Care

Victor | 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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