Why are European customers unable to place orders on my store?

faceless
Visitor
2 0 0

For the past few weeks, I have been getting a lot of complaints from customers based in Europe that when they try to place orders thought my store, they get an error that we cannot ship to their address.  This is even from customers that have ordered from us many times.  This did not happen until very recently.  Any ideas on how to solve this issue?  Any help would be greatly appreciated.

 

 

Replies 3 (3)

Ollie
Shopify Staff
2387 454 401

Hey @faceless.
 
Thanks for reaching out. 

I appreciate the context that you have shared with us as that is very helpful!
 
Typically, if your customers from a specific location are receiving an error message that shipping is not available in their location. It may be due to the shipping rates that are set up for that shipping zone. I would suggest checking the amount total for the orders where merchants received an error message and check to make sure that the shipping rates for the zone have a shipping rate would display for that amount.
 
You can check your abandoned checkouts to view the payment events from the checkout to see if they received an error message. 
 
Let me know if that does the trick, looking forward to your response.
 

Ollie | Social Care @ Shopify 
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faceless
Visitor
2 0 0

Sorry, no.  This issue just started a couple of weeks ago.  Up until then, I had many customers from Europe and got orders no problem.  Now I am getting a flood of emails from them saying that the system says they cannot ship to their address.  I really need to resolve this... cheers.

 

Ace

Ollie
Shopify Staff
2387 454 401

Hey @faceless.
 
Thanks for the quick response and clarification.
 
In this case, I believe it would be best to reach out to our live support to have a further look into the situation and advise further. Since we cannot authenticate you over the Community forums due to the sensitive information that needs to be shared, I am unable to view the specifics. With that being said, you can get in direct contact with our live support by navigating to the Help Center.
 
Let me know if you have any questions. 

Ollie | 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