Products wont ship to address at checkout

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Hi, so a few customers have contacted me recently about problems with shipping my products when they go to pay at the checkout. I tried to have a look myself to see what the problem was but can't figure it out. I am missing out on sales so I would greatly appreciate any help. Thanks 

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Shopify Staff
Shopify Staff
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Hey, @jameskirwan 

 

I'd love to help you get to the bottom of this. In order to do so, we will need more context regarding the exact issue your customers are seeing on their end in order to isolate any potential causes.

 

1. Do you have any screenshots of what they are seeing on their end when going to pay at checkout? Specifically, any available shipping rates along with the addresses that they are entering. The most common issue is they have a shipping address that is not included in your shipping zone. 

Eg. The merchant is trying to have their order shipped to Detroit, Michigan. However, in the  Shipping Zone settings, Michigan is excluded from the list of states that you ship to.

 

2. The other issue could be based on the weight/cost of the order. This is common if you have created manual weight/price based rates.

Eg. You have three weight-based rates set up: 0-1lb is $5 - 1-2lb is $7 - 2-3lb is $10. But if their order total weight is 3.1lb+ they will not have an available rate at checkout.

 

If there is anything else I can help you with, please let me know.

 

Dirk | Social Care @ Shopify 
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Hi Dirk,

Thanks for the quick response.

I've attached a screenshot of what the customer sent me. She is a friend of
mine in Toronto, she put in my address as hers, trying to see if that
worked. I am based in Dublin, Ireland. But regardless of that, I had 2
customers within Ireland recently who encountered the same problem.
I tried to change the cost of shipping last night, according to national
post within Ireland and a higher price for International shipping but the
problem seems to be the same.

I don't think I have applied weights to my products at all, so this could
potentially be a problem. I sell mostly prints from the site and I post
them in tubes, it hasn't been an issue at all until now.

James
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IMG-20200313-WA0002.jpg

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Hi Dirk, I still haven't managed to fix this problem. Any tips and advice would be greatly appreciated, thanks

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I also have the same problem:/
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