Problem: "This order's address couldn't be verified." error when creating international label

Ahmad_G
Tourist
12 0 6

Yesterday I received an order from Bahrain and the customer selected DHL Express shipping. However, when I go to print the label it gives me an error banner saying "This order's address couldn't be verified." I have literally edited the address into a thousand different variations and the issue persists. The address is fine - I've confirmed with the customer and even entered it in https://smartystreets.com tool which also confirmed it is a good address. Not only that, I also entered a few addresses from a couple local businesses near the customer's address, like Dunkin Donuts and Starbucks, and I still get the banner saying the addresses are unverified. I contacted Shopify support and got zero help. What system does Shopify use to verify international and why even make it mandatory in the first place? If a merchant is sure the address is correct why can't they just print it regardless? How am I supposed to print this label when I've tried everything and it NEEDS to be verified by Shopify? The address is even good on DHL website, but obviously I'd like to save $60 by printing it through Shopify. Very frustrating and I've gotten no help through customer support.

Replies 27 (27)
Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi @Ahmad_G,

 

Nick here from Shopify. 

 

Can I ask if you are seeing a yellow banner that says: This order's address couldn't be verified? The reason I ask is that if the address does match what is returned by Google Maps or the carrier, the warning can be ignored. You should still be able to purchase the shipping label and Shopify is just giving you a heads up that the address might not be correct.

 

Something else it could be is if the Buy Shipping Label button on the right side IS greyed out and you can’t purchase the label, there’s probably another warning (ie weight needs to be entered, etc). In this example, the message highlighted is the true error. 

 

19-07-7v4fd-qgz50

 

If you are you seeing an address verification error AND see that the Buy Shipping Label is greyed out and the address is valid on Google Maps and no other warnings are present, but you're still not able to purchase the shipping label, can you let me know, please and I'll ask our higher-level support team to take a closer look into it for you. 

 

Hopefully, this works and looking forward to hearing from you soon.

 

All the best, Nick

Nick | Community Moderator @Shopify
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nerdytechpros
New Member
2 0 0

What if its happening on the customer side when they're trying to check out? 

The customer got the warning, and i ended up having to put in the order manually. Same issues on his side. We put in the USPS verified address and everything.

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi @nerdytechpros,

 

Just to confirm, is this the customers address that is showing the error, which didn't allow them to submit the order? It could be as simple as using all caps or a space that the system isn't registering. 

Nick | Community Moderator @Shopify
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MEMH1966
Tourist
8 0 6

Hi,

I was researching the web and there are several posts pointing to the same issue, but nobody at Shopify is able to explain what is the logic that Shopify is using to make addresses match with Google Maps ???

 

I am facing the same issue. I tried caps, blanks, dashes in multiple combinations and ready to give up.

 

Please be so kindly to explain the "Substitution" algorithm/logic that Shopify uses to communicate addresses to Google Maps.

It Cannot be that difficult to answer....

 

Hope to hear from you very soon !!!

Regards 

kfrazier
New Member
4 0 0

I just had a customer tell me they had the same issue. They were trying to check out and it said the items could not be shipped to their address and she lives in Illinois, which I find very weird because I have customers in Illinois.

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi @MEMH1966,

 

Is this something that is happening to you directly when buying a shipping label or your customers when they are trying to check out? If you are seeing any error messages or any extra information from your store could you share it to give as much context as possible to help you. 

 

@kfrazier, could you share your store URL so I can try and replicate this from my end and see if there is an error when I do it? It could be as simple as a user error from the customer's side on this, but without testing and trying it also, it's very difficult to troubleshoot exactly why this might be happening. Is this the first time this has happened to you also or have multiple customers said this to you?

Nick | Community Moderator @Shopify
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kfrazier
New Member
4 0 0

Hi @Nick this is what the customer received:

 

Image.jpeg

 

This is the first time I'm ever hearing a customer have this issue.

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

I wasn't able to see the image shared @kfrazier. Would you be able to share it again please? 

 

If it's the first time you have heard of a customer with this issue, it could be a user error. Would you be able to share your store URL and I can take a look also? 

Nick | Community Moderator @Shopify
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MEMH1966
Tourist
8 0 6

Hi Guys,

 

This is something what is happening to me while setting up the office location under Settings->Locations in Shopify for our shop under 

https://cis-sa-guatemala.myshopify.com/ 

 

I am attaching a screen shot of the error. The address matches under Google Maps with our Location.

Thanks and Regards

Manuel  

 

Location cannot be verified.jpg

kfrazier
New Member
4 0 0

Hi Nick,

 

Here is my store link: https://likeagirlapparel.co/

 

I've reattached the image: 20-05-b7mmx-5d7lf

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi @kfrazier,

 

I tried this on my end and it seems to work ok, you can see the screenshot below: 

 

20-05-okeq1-wkefr

 

I blurred out the address bar the postcode for privacy and security reasons (I edited your photo for the same reason). Could you ask the customer to maybe try this on a different device or clear their browser cache and try it then? 

 

I also tried this with a public Illinois address which also seems to be working ok and you can see it below: 

 

20-05-9ldpp-c6rid

 

My guess it is a user error on the customer's end because it is working ok on a different device. 

Nick | Community Moderator @Shopify
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MEMH1966
Tourist
8 0 6

Hi Nick,

 

I don"t think that a comparison and test with a different address that I provided is the right direction.

 

Could you please try with the address that I provided before and I am attaching again?

 

My guess is, that it is an issue related to the way how this specific address is entered in "Shopify Settings Location". As mentioned in my initial post I tried many many many different ways with this  address and No-Way to get it verified by Shopify. 

 

Thanks and Regards

Manuel  

Location cannot be verified.jpg

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi @MEMH1966,

 

I tried this on my test store and some auto address did pop up as potential options. Are any of the following addresses the one you would be looking for? 

 

20-05-l57os-224lv

These addresses do come from Google as it shows at the bottom, so Shopify would have no control over verifying the addresses in this case, it would come from Google here. 

Nick | Community Moderator @Shopify
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MEMH1966
Tourist
8 0 6

Hi Nick, 

 

I also tried several of the options offered by Google last week, but no one of the selected ones could be validated.

I think there is a Shopify validation or internal conversion in place, that makes the Google address appear to be invalid.

 

Thanks and Regards

Manuel

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi @MEMH1966,

 

I'm wondering if Google reads the address differently to what you're looking to put in. Does Av stand for Avenida in this instance? I believe the address is there, it's just about finding the way Google recognizes it in this instance.  

Nick | Community Moderator @Shopify
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Breno_Lima
New Member
1 0 0

I'm having the same issue here.
I'm using one of the suggestted entries, but it still appears as non verified adress.
I can't use the local delivery feature because of this mistake.
Hope you guys can help me.

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi @Breno_Lima,

 

Can you tell me where exactly this is happening in your store? Is this in your admin and if so where? Can you screenshot for me the page please (please hide any sensitive details if there are any).

Nick | Community Moderator @Shopify
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Bisousbooty
New Member
1 0 0

Hey Nick,

 

I'm having the exact same problem. The (US) address could not be recognised by Sendle. Try replacing your city with an eligible suburb and ensuring your suburb matches your postcode. 

I have customers waiting for their parcels to be shipped but I can't fix this issue. The addresses are correct.

Nitasha_S
Tourist
9 0 1

hi I am having the exact same problem with a South AFrica address. Did anyone come right with this issue?

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi everyone, 

It's difficult to know what's going on in each of your stores with this as it could be a different reason for each store. If the rate does not show at checkout, that is to do with the shipping set up which we would need to compare and look into. If it is the labels then this should just be a warning which you should be able to get around as per my earlier reply in this thread. 

To provide some context on this issue, Shopify relies on Google's APIs to determine geocodes. This means if Google can geocode an address, we deem it verified. This also means that if Google cannot or has not geocoded your address, it will not be able to be verified on Shopify's side, and therefore will not qualify for local delivery. Updating Google's side of things is not currently directly supported by Shopify; the quickest way to a solution will be for you to suggest a correction on Google Maps via this link

Using postal codes to set a delivery area will be the most efficient workaround in the meantime. More information on the setup process can be found here in our Help Doc

Currently, we're unable to address account-specific issues/ questions in the community and this is something someone would need to access your account to find the root cause of. The best next step because of this is to continue assisting you through live chat, email, or callback. Please visit our support team here and log in to your account to create a support request. and someone from our primary support channels can investigate this closer for you.

Nick | Community Moderator @Shopify
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Justin1974
New Member
1 0 0

Looks like this is happening to a lot of people. The problem does not seem to be just a "heads up" it's a cease and desist , go back and find a new way to ship your product. Any advice on overriding the heads up? I would appreciate your help greatly -Justin 

Nick
Shopify Staff (Retired)
Shopify Staff (Retired)
4531 434 1011

Hi @Justin1974

There are some questions to think about and look into regarding this:

  • Does the message come with a link to further information? If so, what's the link?
  • Where does the message show?
  • Are you sure that this is not actual physical address - not domain?

It's difficult to troubleshoot and disect each individual issue about this, without seeing anything visually or knowing what exactly is happening. 

It might also be worth verifying and checking the address on Google too as that is where the address is being generated from here, not Shopify. You can see the Google business address verification here

Nick | Community Moderator @Shopify
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dag4rce
Tourist
7 0 25

I can confirm this. The same happens with addresses in Chile. There is no way to validate them, and Shopify excuses itself saying that it is a Google problem.

And it happens not with a particular address in my country, but with any address.

Even though GoogleMaps recognizes the address, locates it in the right spot, and even suggests it as you type, Shopify still displays that annoying message "This address couldn’t be verified. You may be unable to buy shipping labels or set up certain delivery methods. Review the format or try re-entering your address."

Please Shopify take your not-US-and-Canada customers seriously.

nicbarry
New Member
1 0 0

I am also setting up my store in Chile and have the same problem.  The address is found (auto fill) but then once saved "This address couldn’t be verified. You may be unable to buy shipping labels or set up certain delivery methods. Review the format or try re-entering your address." message appears.

luisb
New Member
2 0 3

It's also happening to addresses in Puerto Rico which is part of the US. My guess is that the Google validator is only programmed for mainland USA states 😞 . This causes the Shopify Local Delivery app to not work. 

Shopify support team, please escalate to your L3 team to get this fixed! 

KLSP
Tourist
3 0 1

I just had a horrible experience... Not because of the costurmer support employe.. but the fact that he gave me his order 66 answer and had to play it out like if it was a problem on my part because its his job.... Thats a problem on upper management.. not tye employees.. so i had a horrible costumer support.. but not on the employee part.. but on this lame google copout

juliereneehen
New Member
3 0 0

YES PLEASE HELP WITH THIS!