Getting Shipping Error when Coupon Code is Entered

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Getting Shipping Error when Coupon Code is Entered

BrandMarketing
Visitor
2 1 1

We have a Newsletter signup that offers a 10% Code with first purchase
Code is active and working -  Customer is getting following problem

 

From one of the customers on Shopify: 
I have been trying to place my order for 2 days now and when I enter the promo code, it takes the amount off but when I move forward to the shipping page, it states "This order can’t be shipped to the address you entered. Review your address to ensure that all fields have been entered correctly and try again." 
 
If I remove the promo code, it allows everything to continue through as normal. This is quite frustrating as I am trying to purchase several packs and would like to be able to utilize the promo code. Please advise. 
Accepted Solution (1)
BrandMarketing
Visitor
2 1 1

This is an accepted solution.

Yes - When the coupon was getting applied -  the New Price did not fit one of the Shipping Templates

 

My client - all their prodocts are same priced, so when the client setup the shipping template -  they did them as the price of the item

 

$3.99 - Free
$7.98  - $4.00
and so on

 

So when the coupon was applied and the price as different then $3.99 or $7.99 it did not know what template to use to calculate shipping

 

I changed the perimeters to be Ranges

$0 - $3.99 = Free
$4.99 - $7.98 = $4.00

 

So as it got applied and was below the normal price -  it knew what shipping template to use

 

View solution in original post

Replies 4 (4)

Kimi
Shopify Staff
1511 169 262

Hi @BrandMarketing.

 

Is your customer still experiencing this issue on their end?

 

If they are, can you go through the troubleshooting steps in this thread to see if that will help resolve the issue? Once you've gone through the steps, you can try to replicate the customer's checkout experience on your end. Make sure that you're inputting the exact same products on cart that the customer did, as well as the same address on checkout, to fully replicate their checkout experience.

 

Outside of the troubleshooting steps in the Forum thread I linked, you can also double check that the products on cart have all been marked as a physical product within the product page on your store's Shopify admin, so that they are eligible for shipping. Check out the shipping section of this help guide for more information on this.

 

Additionally, if you have access to Shopify Markets on your store, you can navigate to Settings > Markets to check if all of the regions you sell to has been activated as a Market. If a region isn't currently active, you can click Manage > Activate market for the market that wish to activate.

 

If all of those still don't work however, you can speak with one of our live support team members so that we can take a closer look at your account from our end to further troubleshoot this together. To get in touch with our team, you'll need to login to your store via our help centre 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 our help articles, and you can scroll to the bottom of that page to select your preferred contact method with our team.

Kimi | Social Care @ Shopify 
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PhucVu
Visitor
1 0 0

I have the same problem, had you solved your problem yet? If you had pls show me. Thank you.

BrandMarketing
Visitor
2 1 1

This is an accepted solution.

Yes - When the coupon was getting applied -  the New Price did not fit one of the Shipping Templates

 

My client - all their prodocts are same priced, so when the client setup the shipping template -  they did them as the price of the item

 

$3.99 - Free
$7.98  - $4.00
and so on

 

So when the coupon was applied and the price as different then $3.99 or $7.99 it did not know what template to use to calculate shipping

 

I changed the perimeters to be Ranges

$0 - $3.99 = Free
$4.99 - $7.98 = $4.00

 

So as it got applied and was below the normal price -  it knew what shipping template to use

 

PineappleThread
Visitor
1 0 0

Thank you for this reply. This worked for my issue. Much appreciated.