Shipping error

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New Member
3 0 0

Hi everyone,

 



Some of my customers get ''sorry we don't offer shipping to ...'' even though when I fill in the same address, it does work and I can click on the shipping option.
I have the countries in my shipping settings so I do not understand.
What could be the issue?

Thanks everyone

 

- Fleur (www.nourishingfoods.me)

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Shopify Staff
Shopify Staff
1154 72 239

Hey, @fleur747

 

I'm sorry to hear your customers are having trouble with the shipping rates in your store. You mentioned you were unable to replicate the issue so it does seem strange that multiple customers are reporting the same error.

 

  1. Do you see any similarities between customers? Do they all come from the same country, and/or city?
  2. How many customers would you say this issue is impacting?
  3. Are there any similarities in the type of products being ordered?

Let me know!

Peter | Social Care @ Shopify
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 - Was your question answered? Mark it as an Accepted Solution
 

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Tourist
10 1 3
We have the exact same issue occurring on our store. Analysis shows no pattern with regard to customer location, products in cart, cart total, etc. Appears to occur randomly.
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Shopify Staff
Shopify Staff
1154 72 239

@MelsMojoBob 

 

Are you able to replicate the error? How many reports would you say you've had? 

Peter | Social Care @ Shopify
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 - 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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Tourist
10 1 3
We have not been able to re-create the issue ourselves. I would say roughly 10 times a customer has reported it to us. No telling how many times it has occurred without the customer saying anything to us.
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Shopify Staff
Shopify Staff
1154 72 239

@MelsMojoBob 

 

Do you have abandon cart examples of the orders that showed this error that are less than 30 days old? If yes, then I'd be happy to verify the account and escalate this up so our Technical Support can review the logs to see where the issue is coming from. 

Peter | 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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