Over the last few weeks, we have been making some changes to address validation in New Zealand. While rolling out these validation changes in late January, we identified some rural regions of New Zealand that were not validating as expected. We believe to have addressed those postal code and region issues, but are continuing to review information to ensure that we haven't missed any.
Additionally, a new issue is being reported that customers are reaching the shipping rates page with an incorrect or invalid address. This is causing shipping rates to not return. We are closely monitoring this and looking for more examples to gain a better understanding as to how this is happening.
Thank you. I have questions. Why has it taken a month and endless hours from many of us to even get this issue acknowledged?
you have acknowledged now there is an issue, what is being done to remedy it?
some of my friends have lost so much money in revenue because of this issue, I have stacked orders in my abandoned carts with issues too.
this is a huge negative look on our respective businesses. Makes us look incompetent and unprofessional to our customers.
We've experienced a huge spike in customer inquiries around this checkout issue in the last 24 hours - and I've now experienced it myself (on another Shopify site).
Super frustrating, have managed to convert those that reach out about the issue by going into their profile and updating address (region) sending a cart recovery.
Hate to think how many are leaving and going elsewhere.
This issue is still happening, they get an invalid shipping location message, generally “we don’t ship to your location” We even had some getting “we don’t ship to New Zealand “ which is completely stupid. This is not only happening for rural areas, I have had it for Blenheim, Wellington, Dunedin. If they close their browser and reopen it seems to work. It also is happening on returning customers who have previously ordered with no issues
It has been mentioned to overcome this to add the region field but customers are not required to select a region at checkout and when they try and checkout without having selected a region they get the error. Hoe do you make the region field a requirement?
There has also been mention of adding the address lock-up feature - where can this be activated, please?
Hello, Community members. We understand the impact this has had on your business, and our developers have been working diligently towards a resolution for you. So thank you for your patience and understanding.
I have great news to share! Due to the evidence collected, we have identified the cause and a fix has been implemented: Now, if a region is not correctly set (blank or bogus), Shopify will attempt to correct it using the postal code before pulling rates.
We are confident the issue is resolved, and we will closely monitor the situation. However, if you are still able to replicate it somehow, please collect as much information as possible from the buyer to help us gain a better understanding as to how this is continuing to occur. We ask that you then please reach out to support via live chat, email or phone callback. Login to your account through the Shopify Help Center and create a support request so that we can pass your examples and information along to our developers.
Thank you for your cooperation.