Problem with a customers address being invalid

[Emileej95]

Hello!

I just recently started my business and I have a customer having an issue with her address not working. 
I have attached a screen shot of what it’s saying! It is in my shipping zone, so I’m not sure how to help her!

thank you!

[Summer]

Hey, @Emileej95! 

I would love to help you with the issue you're currently experiencing. The screenshot of the error is really helpful, however, I can't seem to find it in your post. It looks like it wasn't attached. Could you please share it again so I can take a closer look at the error and investigate? 

In the meantime, please refer to this help doc on troubleshooting shipping rates as it may resolve the issue. Do let me know how it turns out.

Looking forward to hearing from you!

[Emileej95]

  Sorry! Here they are!

[Summer · Accepted solution]

Thanks, @Emileej95! Do you have UPS shipping rates, specifically UPS standard, activated in your store? If you do, and this customer has an address outside of the US or Canada, an error is appearing because this UPS shipping service only works for shipping addresses in the US and Canada. For you to ship to other regions, you would need to use UPS worldwide. You can learn about their services on this page.

If you don't have UPS shipping rates enabled, please go over the doc I previously shared on troubleshooting shipping rates. It covers and discusses all of the other possible causes of the issue and it will likely resolve the problem. If none of the above fixes it, please visit our Help Center to create a support ticket. Our support team will be happy to access your account and investigate further.

Feel free to update me on the issue and I'll help you out in any way I can!