My boss sent me a message today saying a customer received the following message but I don't have an in-depth email to provide user behaviour, it could very well be that they changed their address but haven't told us this:
"Your cart has been updated and the items you added can’t be shipped to your address. Remove the items to complete your order."
I've seen a few threads on here but every issue has a unique answer, is there a general answer to this such as it being a caching issue or is it an issue with the UPS integration? We have custom rates being pulled in from UPS and I thought that the rates may have changed and the customer was simply checking out whilst this was happening but the rates haven't changed apparently.
@Katy Would you be able to advise on this please? I've seen that you've dealt with it before. :)
Hey, @Joe90 !
Thanks for reaching out, and for doing some digging already on this!
When a customer adds products to their cart and proceeds to the payments page of the checkout, they will have shipping rates generated for them based on the contents of their cart as long as the order/ items in the order are set to 'require shipping'. There are multiple message checks that can appear at the checkout stage, so I am afraid there is no one general answer that we can offer here.
The best thing to do would be to have a look at your store settings. My guess is that one of the items added to the cart does not have 'requires shipping' selected, or that there is a discrepancy with the rates that you have set to pull via UPS. We would, however, need to do some more digging to be able to best determine this.
I know you mention that you do not have an in-depth email of user behavior - not to worry, once we have your details as a staff member on this store, along with the customer order number we can dig into this with you. To do so securely with you we will need to create a support ticket. Could you contact us through live chat/email via this link here - or alternatively, you can do so via Facebook Messenger or Twitter. From here we can then help review this for you.
Thanks so much!
Hi, @ElinParry !
Thanks for joining in here!
Yes, you can adjust this text if you like. We have some info on how to do so here from within your language editor.
You'll just need to search for the specific line of text:
You can adjust this to what feels best for your own business, before clicking 'save'.
I hope this helps.
We have tried everything, from checking the product settings to the shipping app we are using. But this is becoming a big problem for us now before we launch. 9 out of 10 times this error pops up. We have even changed the theme and removed any app that was for adding variants to the products. But no luck. Can you tell us where the problem lies as we can't launch the store if the shipping costs cannot be displayed!
I just had the same issue and I figured it out. I have two locations I ship from, my house and my private mailbox. I had the shipping rates for my private mailbox but all my products were listed as being in the inventory located at my house. Basically I had to add shipping rates for both locations or change the inventory location of all my products. Hope this helps!
I am experiencing a similar issue at the moment. I use PrintSpace (CreativeHub App) to fulfil my orders on a selection of prints. When I did a test I received the same message as the person above (and that is in my subject line). I attach images to help.
I did the following tests:
- Test purchase from the UK, Barbados and USA and got the same response. FYI the prints are fulfilled in the UK.
- Checked to ensure all products were ticked to require shipping. (screenshot attached).
- Created a custom shipping profile for PrintSpace - they offer a flat rate of £6 pounds (approx US$ 7.50) international shipping if the order is through Shopify making it very easy. (screen shot attached) or my shipping profile set up.
Still I am getting the error. We are live and this only happened after the fact so it is quite urgent that I resolve it.
I spoke with PrintSpace who confirmed it looks like a Shopify issue and they could not help much more than that.
Can you assist please?