Customers are seeing checkout error "Your order cannot be shipped to the selected address"

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Customers are seeing checkout error "Your order cannot be shipped to the selected address"

kyk
Tourist
3 1 0

I am getting many customers complaints about seeing the error message "Your order cannot be shipped to the selected address." Also, when the user selects pick up, it says "Pickup isn't available for this order."

I've verified that the customers are inputting a valid address in a zone that we ship to (Toronto). Plus, I have shipping rates defined for all provinces and territories in Canada. 

 

These are just the known cases where people reach out to us. I am worried this is happening way more often and are going unreported.

 

I see other posts regarding this same issue and the typical response is to make sure you have shipping rates for the area that the address is part of.

Accepted Solution (1)

kyk
Tourist
3 1 0

This is an accepted solution.

I found the issue. I realized that this was happening for customers who had a particular product in their cart. After looking into it, I realized those products did not have our primary warehouse location enabled. Instead, it only had the secondary warehouse active and we do not ship from the 2nd warehouse location. After realizing this, I fixed the locations and it worked for me!

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Replies 5 (5)

ChelseySoper
Shopify Partner
47 3 5

Hey @kyk 

 

Are you using Shopifys default shipping for your checkout and rates? Or a Third Party rate-providing app? 

 

The error message stating "Your order cannot be shipped to the selected address." is a generic error that results no matter the error that occurs. It can be changed from the Online Store Themes setting, however, it is buried deep within. I find searching the word "generic" will help find it faster. I always suggest changing it to "Oops, something went wrong, please contact us at xxx-xxx-xxxx" This way it could help prevent a loss of sale. 

 

Looking forward to helping!

 

Thanks,

 

Chelsey

 

 

Customer Experience Manager @ Intuitive Shipping
kyk
Tourist
3 1 0

Thanks, I can improve the quality of the error message to avoid sales loss but it is still not a great user experience.

 

I am using Shopify's default shipping for checkout and rates. Does that change anything?

ChelseySoper
Shopify Partner
47 3 5

Doesn't change anything besides my next questions.

 

Do you have multiple profiles set up in your Shipping and Deliveries section? Have you made sure your Markets (where you are allowed to sell to) have been activated? 

 

Those would be the main reasons as to why shipping would fail using Shopify's shipping.

 

Thanks,

 

Chelsey

Customer Experience Manager @ Intuitive Shipping

Mirdas
Shopify Partner
504 52 85

Hello @kyk  ,

 

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

kyk
Tourist
3 1 0

This is an accepted solution.

I found the issue. I realized that this was happening for customers who had a particular product in their cart. After looking into it, I realized those products did not have our primary warehouse location enabled. Instead, it only had the secondary warehouse active and we do not ship from the 2nd warehouse location. After realizing this, I fixed the locations and it worked for me!