Shipping address now not being accepted, even after successfully purchasing 2 days ago

AxeToGrind
Visitor
1 0 0

A customer purchased a couple of days ago successfully with a shipping address.  They went to purchase more product and now it says that we don't ship to that address.  They tried several variations and no success.  Please advise how I can resolve this.

Reply 1 (1)

Kimi
Shopify Staff
1511 169 261

Hi, @AxeToGrind.

 

There could be multiple reasons why they're presented with an error message on checkout, and oftentimes it may not even be the address that is at fault.

 

For example, did the customer order the exact same products as last time, or completely different ones? If they ordered different products, navigate to Settings > Shipping and delivery > Manage rates, and check that the products on checkout are being stocked at a location that already has shipping rates attached to it. A location with active shipping rates will show up under the Shipping from heading. If any one of your locations don't have shipping rates on them, they will show up on the very bottom of this page under the heading Not shipping from, and it will give you the option to add shipping rates to these locations.

 

You'll also want to double check that all of the products on cart have been marked as a physical product within the product page on your store's Shopify admin, so that they're eligible for shipping. Check out the Shipping section of this help guide for more information on this.

 

Once you make any necessary changes or edits to your shipping rates, you can go ahead and test your checkout on your end. Make sure that you're using the customer's shipping address and inputting the same products they did on their cart, just to see if the shipping rates will now show up successfully on checkout.

 

If you still can't pinpoint where the issue is stemming from, our live support team can help take a closer look at your account from our end. We can't do this via the Community Forums, due to security reasons, so to get started with the contact process please 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. Our live support team will be able to assist you further from there.

Kimi | Social Care @ Shopify 
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