"Your cart has been updated and the items you added can’t be shipped to your address."

Joe90
Tourist
4 0 4

My boss sent me a message today saying a customer received the following message but I don't have an in-depth email to provide user behaviour, it could very well be that they changed their address but haven't told us this:

 

"Your cart has been updated and the items you added can’t be shipped to your address. Remove the items to complete your order."

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I've seen a few threads on here but every issue has a unique answer, is there a general answer to this such as it being a caching issue or is it an issue with the UPS integration? We have custom rates being pulled in from UPS and I thought that the rates may have changed and the customer was simply checking out whilst this was happening but the rates haven't changed apparently. 

 

@Katy  Would you be able to advise on this please? I've seen that you've dealt with it before. 🙂

Replies 28 (28)
Katy
Shopify Staff
Shopify Staff
779 43 171

Hey, @Joe90 !

 

Thanks for reaching out, and for doing some digging already on this!

 

When a customer adds products to their cart and proceeds to the payments page of the checkout, they will have shipping rates generated for them based on the contents of their cart as long as the order/ items in the order are set to 'require shipping'. There are multiple message checks that can appear at the checkout stage, so I am afraid there is no one general answer that we can offer here.

 

The best thing to do would be to have a look at your store settings. My guess is that one of the items added to the cart does not have 'requires shipping' selected, or that there is a discrepancy with the rates that you have set to pull via UPS.  We would, however, need to do some more digging to be able to best determine this. 

 

I know you mention that you do not have an in-depth email of user behavior -  not to worry, once we have your details as a staff member on this store, along with the customer order number we can dig into this with you. To do so securely with you we will need to create a support ticket. Could you contact us through live chat/email via this link here -  or alternatively, you can do so via Facebook Messenger or Twitter. From here we can then help review this for you.

 

Thanks so much!

Katy

 

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ElinParry
New Member
1 0 0

Hi Katy,

 

Do you know where this message can be edited? I do want this to appear as we’re only shipping to selected postcodes which are eligible but I’d like to make the error message clearer for a customer to say something like ‘apologies, we don’t currently ship to your address’.

Thanks,

Elin

Katy
Shopify Staff
Shopify Staff
779 43 171

Hi, @ElinParry !

 

Thanks for joining in here!

 

Yes, you can adjust this text if you like. We have some info on how to do so here from within your language editor

 

You'll just need to search for the specific line of text:

 

30-32-5u60b-5kqh2

 

You can adjust this to what feels best for your own business, before clicking 'save'.

 

I hope this helps.

 

Katy

Please note: This account is no longer regularly monitored.
 - If you need assistance please do start a new topic (referencing an older topic/post if you find this helpful).
 - Thank you for your understanding. We hope you enjoy exploring the Community.
 - To learn more visit the Shopify Help Center or the Shopify Blog.

DollarsSense
Tourist
3 0 8

HI 

We have tried everything, from checking the product settings to the shipping app we are using. But this is becoming a big problem for us now before we launch. 9 out of 10 times this error pops up. We have even changed the theme and removed any app that was for adding variants to the products. But no luck. Can you tell us where the problem lies as we can't launch the store if the shipping costs cannot be displayed!

VixenBoxx
New Member
1 0 7

I just had the same issue and I figured it out.  I have two locations I ship from, my house and my private mailbox.  I had the shipping rates for my private mailbox but all my products were listed as being in the inventory located at my house.  Basically I had to add shipping rates for both locations or change the inventory location of all my products.  Hope this helps!

mrdk1
Tourist
4 0 1

Hello Katy,

 

I am experiencing a similar issue at the moment.  I use PrintSpace (CreativeHub App) to fulfil my orders on a selection of prints.  When I did a test I received the same message as the person above (and that is in my subject line).  I attach images to help.

 

I did the following tests:

 

- Test purchase from the UK, Barbados and USA and got the same response. FYI the prints are fulfilled in the UK.

- Checked to ensure all products were ticked to require shipping.  (screenshot attached).

- Created a custom shipping profile for PrintSpace - they offer a flat rate of £6 pounds (approx US$ 7.50) international shipping if the order is through Shopify making it very easy.  (screen shot attached) or my shipping profile set up.

 

Still I am getting the error.  We are live and this only happened after the fact so it is quite urgent that I resolve it.  

 

I spoke with PrintSpace who confirmed it looks like a Shopify issue and they could not help much more than that.

 

Can you assist please?

 

Thank you

 

Bitcoin MovementScreenshot 2020-05-13 at 09.52.09.pngScreenshot 2020-05-13 at 10.07.47.png

 

GenT
New Member
2 0 0
Please help. I've got the same problem here.
DollarsSense
Tourist
3 0 8

Go to your Fulfilment section and add all the fulfilment locations. We had the same issue. we added 3 locations from where the inventory was being fulfilled and it stopped the issue from happening again. 

GenT
New Member
2 0 0
Arabian_Nites
New Member
1 0 1

Had the same issue.

Did what @VixenBoxx suggested and it fixed the problem immediately!

To fix, go into your shopping settings, click on the shipping settings and scroll to your other locations. From there you can create new shipping rates or simply copy the existing shipping settings you have for your other location(s) and click save. 

Thanks!

AlexHatton
New Member
1 0 1

I had the same problem and fixed it. I added more shipping methods. The system could not find a suitable shipping method with the ones that were selected. I added a couple more UPS methods and the problem was solved. The problem occurred when the buyer was buying a larger quantity of products than usual.

mrdk1
Tourist
4 0 1

Thank you very much.  I managed to get it fixed by falling this answer.  I went into inventory and made sure all items have the correct shipping information.

MoneyBrown
New Member
2 0 0

That screen shot sucks because there is no "manage" button for the product sections.

But the way i fix this. Make sure you shipping settings are correct. Delete all products and re upload 

 

some how the products didnt catch with the shipping settings.

agustinortizm
New Member
4 0 0

Hi everyone, 

 

I´ve read all the post and haven´t been able to solve the problem. My rates are managed by "Delivery Rates by Zip Code" by ZAPIET. This error wasn´t happening until this past jun 30th. My configurations are correct, and I haven´t changed anything. I´m loosing sales. Shopify says it´s ZAPIET´s (the developer) problem and they don´t know what´s happening. Can anyone please help me? 

mhenwood
New Member
1 0 0

I am getting the same error issue. It seems to be occurring for items over 51 lbs. Can anyone help me with this glitch?

IDAOUD
New Member
3 0 0
Zakyah
New Member
1 0 0

thank you i’ve been having the same issue and this helped !

bestiice
New Member
1 0 0

I did what you suggest but it didn't work I am so dispirit i don't know what should i do some one please help me with this issue.

FruitfulBeauty
New Member
1 0 0

Hey so I was having this same problem; all of my products are fulfilled in one location so I couldn't figure out what the deal was. Anywho, I created an order for a friend through the "Shopify POS" App and I never hit Complete order or I never finished the checkout; and on the product she bought, I was tracking a quantity and it was kind of low so I went to the product and unclicked "TRACK QUANTITY" and it helped my problem.

LONG STORY SHORT: make sure you have adequate product in order to sell.