Customers unable to process order due to error 'unable to ship to address'

[Tracy65]

We have received feedback from a few customers who have all tried to place an order but have been unable to as the error 'unable to ship to address' appears.

The address details are correct and some customers have ordered before without an issue.

This has happened three times in the last day.

orders have been placed successfully in house through the 'create order' tab.

Any reasons for this?

[Kimi]

Hi, @Tracy65.

Have you recently made any changes to your shipping rates, or installed a third-party shipping app?

If so, you can navigate to your shipping settings via Settings > Shipping and delivery > Manage rates, and change back your shipping rates to test and see if the new changes that were made is the culprit of the issue. You can also delete any newly created rates made by a third-party shipping app, and proceed to test your checkout using the same address and products to see if you're able to successfully see any shipping rates on checkout this time. I also went through some more troubleshooting for a similar shipping rate error message on this Forum thread, feel free to go through the steps I listed there to see if that'll resolve your issue.

Have you also made sure that your products are marked as physical products, so that they're eligible for shipping? Check out the 'Shipping' section of this help guide for more information on this.

If you still can't pinpoint where the issue is stemming from however, our Live Support team can help investigate your shipping settings in more detail by taking a closer look at your account. We're unable to do this via the Community Forums at this stage, due to security reasons, so to get in touch with our Live Support team you'll need to login to your store via our Help Center here. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. We'll then be able to securely access your store to further assist.

Shipping is no doubt an important aspect that contributes towards the smooth-running of a store's operations in general. So if you need help optimizing this aspect of your store, we have some really great blogs that you can check out:

• Shipping strategy: How to offer free, flat rates, and more
• Ways to reduce cost for small businesses
• How to deliver on your customer's shipping expectations

[colenjadebody]

Having this same issue and realized that I had not added shipping rates for a new location we added.  Once shipping rates were added for the new location, issue resolved. 

Brandy

[MsHeaven]

Hi Tracy, 

I know I wasn’t the only one & I am is I g the same issues and I did the same trouble shooting problem that these two provided for you & still having the same problem more than 3 times. Please let their a solution because this is utterly unacceptable 😩

MsHeaven 

[Blair]

Hi @MsHeaven,

Thank you for reaching out to the Community. I'd be happy to provide some assistance with this request, to ensure it gets resolved.

If you completed the troubleshooting steps outlined above but continue to receive that error, I'd encourage you to connect with us directly. This will allow our support team to take a closer look, as we wouldn't have access to any account details through the Community/

To connect, you can:

• Head over to our Help Center: https://shopify.link/KWb8
• In the virtual assistance chat box, type 'Contact Support'
• This will prompt you to log into your shop
• Once logged in, you will see the option to chat with an advisor

Please let me know if you have any other questions.