Customer Order Error - Your order cannot be shipped to the selected address

Customer Order Error - Your order cannot be shipped to the selected address

sundayflea
Excursionist
30 0 3

Hi,

I have had a couple emails lately from customers saying that they cannot place an order due to a "Shipping not available" error. 

One person had a zip code of 10012, the other I was not sure. I am concerned that this may be affecting other customers who may not be reaching out. 

 

The error message is under "Shipping Method" at the checkout page. The message reads "Your order cannot be shipped to the selected address. Review your address to ensure it's correct and try again, or select a different address".

 

I reviewed his order and everything looks correct. There are no errors and the address pops up on google and apple maps. Thank you for your time and help with this!!

 

Replies 4 (4)

Erin
Shopify Staff
1052 135 170

Hi, @sundayflea. I'm happy to help you out with this! I just have a couple of questions to make sure I'm being helpful going forward. Can you tell me more about the shipping rates and/or shipping profiles you have set up? If you have a screenshot of your shipping rates that can help as well. Also, have you made any recent changes to your shipping or market settings?

 

When this error message happens it typically means that the product(s) in the cart are having trouble making a clear path to a shipping rate. There are a few reasons why this could be happening. That being said, it's often caused by the way your shipping or products have been set up. This forum thread has some examples of issues that can cause this error message. I recommend going through these to begin troubleshooting. 

 

Please let me know if you're still having trouble after trying out these steps! Once I have more information I may have some more suggestions I can share to help you out with this.

Erin | Shopify 
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sundayflea
Excursionist
30 0 3

Hi Erin,

 

Thanks for your message. Copied below is a screenshot of my shipping page. Please let me know if additional info is needed! I am going to look through the troubleshooting steps now.

 

sundayflea_0-1705781196263.png

 

Mirdas
Shopify Partner
504 52 85

Hello @sundayflea ,

 

Two possibilities:

1. No shipping rates are configured for the customer zone.

2. The products the customer selected are not included in your shipping profile, with the right shipping zone and shipping rates.

 

I have created Shopify Checkout Rate Troubleshooting Steps. I hope this helps.

 

 

Co-Founder / CEO @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
Erin
Shopify Staff
1052 135 170

Hi, @sundayflea. Thank you for that screenshot! Based on your screenshot there are a couple things in your settings that could be causing the error you're seeing. That being said, I'd need a bit more information in order to better pinpoint the exact cause of the error.

 

I can see you have created 3 custom shipping profiles (shipping label, Bracelets, and LA LABEL) in addition to your general shipping profile. Can you tell me more about these shipping profiles? For example, did you create these profiles to set up unique shipping rules for some products and not others? Are all of these profiles currently being used?

 

Can you also tell me more about the locations you ship to and the rates you've set up for each profile? For example, are you using calculated rates or flat rates? It appears that you have no rates set up for one location in three of your profiles (General, shipping label, and Bracelets) and you have one shipping profile without any rates set up at all (LA LABEL). These factors could potentially cause the shipping error you're seeing.

 

With more detail I can suggest more to help further. That being said, if your customers are still getting this error message at checkout I'd start troubleshooting with the areas I mentioned. The following guides can help:

Erin | Shopify 
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