6 customers complained that their addresses are not supported by our delivery

[Elive]

We have had 6 customers complained that their addresses are not supported by us within these two days. We checked the setting>delivery. Our rates are right. We have using the same rate for two years, and we never faced this issue before, but now. 

someone can help us ASAP.  As we are losing our sales everyday!

[Moira]

Hey @Elive,

I recommend you double-check the following:

1. Make sure that the address being entered on checkout is included within your Shipping to zones
2. If you've created your own shipping rates, ensure that the order total on the cart falls within your price or weight conditions of your shipping rates
3. If you have multiple locations on your store, check that the products on checkout are being stocked at a location that already has shipping rates attached to it. A location with active shipping rates will show up under the Shipping from heading. If any one of your locations don't have shipping rates on them, they will show up on the very bottom of this page under the heading Not shipping from, and it will give you the option to add shipping rates to these locations
4. Are you using any third-party apps to configure your shipping rates too, by any chance? If this is the case, you can double-check the shipping settings on the app to see if you've set it up correctly for it to pull through to your storefront.

If you still can't pinpoint where the issue is stemming from, our live support team can help take a closer look at your account from our end. You can get in contact with our support team via our help centre here. Once you've logged in to your store on our help centre, type in your question or the topic you need help with. After that, you should see the Get Support heading at the very bottom of the page, and you can click Continue to start a support request. From there, our support team can assist with this matter further.