Shipping is not available for the selected address

maverickcnc
Excursionist
15 0 8

I've had a few customers reach out to me stating they cannot complete their checkout. They get an error message saying: shipping is not available for the selected address. I try it on my own laptop and it doesn't work either. It does, however work on my iphone and another computer I have. I've talked to three different people on livechat and they said it's a cache issue on my computer. I cleared the cache and it still shows me the same problem. I'm worried that my customers are encountering this issue and then not reaching out to me for help and abandoning their carts. The advisors I've talked to say that I have everything set up properly in my shop and it's my device's issue. I just checked out from a few stores and had no issues. But I can't even check out with my own store. 

Replies 33 (33)

kcc
Visitor
2 0 2

I'm experiencing the same issue and came on here to find a solution.  I tried creating a draft invoice to resolve her checkout issue, but it's not showing the shipping rates stating that the shipping address is incomplete when it's not.  How can I get this resolved ASAP?

 

RosewoodFarm
Visitor
2 0 0

Did you find out how to get around the draft order shipping rates issue? I'm experiencing the same problem.

Anindita
Shopify Partner
675 34 95

Hi @maverickcnc 

 

You can contact Shopify live chat support to resolve this: https://help.shopify.com/en/questions#/contact/chat 

Customer Success @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
maverickcnc
Excursionist
15 0 8

I’ve contacted live chat three times now and every one of them said they don’t know because it works for them. And I asked one of them to reach out to a supervisor and he said he doesn’t have one.

Skye
Shopify Staff
1105 98 196

Hi, @maverickcnc.

 

Thanks for posting in the forums! That's definitely strange that your shipping is not working. If it is working on every device/browser but one, it is a cache issue. However, I can definitely check it out. To make sure I am replicating the issue exactly, please provide a link to the product you are adding, as well as the country you are testing for. 

 

As you have already been told it is most likely a cache issue, it is important to clear your cache for all time. If you only clear your cache for a specific period, it will not clear the error. Another way to ensure it is a cache issue is to test in incognito mode. This will be free of any cache and cookie browsers. Additionally, you will also want to update your desktop browser. 

 

Once you are able to provide the requested information, that will help us test it out for you. Lastly, I do want to touch on the advisors stating they do not have supervisors. This is correct. We do not operate in a traditional environment that has supervisors. However, we do have escalated shipping support that operates via email. However, if we cannot replicate the error, that makes it very difficult to troubleshoot.

Skye | Social Care @ Shopify
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maverickcnc
Excursionist
15 0 8

What is being cached that is causing this problem? I can purchase from every other website and I don't have to clear my cache. So it's not a cache issue.

 

Skye
Shopify Staff
1105 98 196

Hi, @maverickcnc.

 

If you are situation is not able to be replicated on any other device, it is almost certainly a cache issue. However, if you can provide me the requested information I can absolutely test myself!

 

Your ability to checkout on other websites has no baring on potential cache issues. Cache issues do not affect each website that you use. It can cause issues on only one site, or, many sites. If this is a cache issue, it is most likely caching your store's settings before you implemented shipping settings. There is really no way to know what specifically is being cached. 

 

Did you test in an incognito window? Did you try to clear your browser cache for all time yet?

Skye | Social Care @ Shopify
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maverickcnc
Excursionist
15 0 8

It is able to be replicated on any other device because it came to my attention by way of a few customers letting me know it was happening to them. Then I tested it myself and it happened to me too. I've talked to four different Shopify advisors now and the only one to be able to replicate the issue and actually try to help was Alfie. He reached out to the Printify app developers on my behalf to see if it's an issue with them but they have not replied in four days. I'm not convinced it's a Printify issue because I am sure it was happening before I installed that app. I have cleared my browser cache for all time and it still didn't work. I can't possibly wait for customers to reach out to me every time they try to check out of my website and tell them they must clear their cache or use another device. Most customers are simply going to abandon their carts and then I am out a sale. 

If you want to test it out yourself that's great. Here is my website:

maverickcnc.ca

Skye
Shopify Staff
1105 98 196

Hi, @maverickcnc 

 

Thank you for providing the link! I would be more than happy to test it out! However to fully test it out to be able to replicate, I will need the exact product that you and Alfie are testing with, along with a test address that is populating the error. You should be able to find that test address by heading to Orders > Abandoned Checkouts. 

 

If this is a Printify product, I will need a screenshot of your shipping rates for the product as well. Once you provide that information I can get started!

Skye | Social Care @ Shopify
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maverickcnc
Excursionist
15 0 8

277974483_1643833672634837_3724200093104628935_n.jpg

maverickcnc
Excursionist
15 0 8

1.PNG2.PNG

Skye
Shopify Staff
1105 98 196

Hi, @maverickcnc.

 

Thank you so much for the information. Unfortunately I was not able to replicate. I used the exact product and address that you used, and came up with the Standard rate.

Skye_0-1650386082549.png

 

Your next step to solving this would be to reach out to Printify, as there could be an issue with their calculated rates. I do want to prepare you, however, that they will stress as well that you preform a full cache clear.

 

To contact Printify,

Skye | Social Care @ Shopify
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joedweck
Visitor
2 0 1

Having same issue from several customers... Tryin to use Shop Pay to check out, but they get this error message. Only happens when they checkout on shoppay.. We have 50 orders using visa/mc. no problems there.. 

Only problems with Shop Pay.. 

..Shoppay1.jpg

Skye
Shopify Staff
1105 98 196

Hi, @joedweck 

 

Thanks for joining the conversation.

 

In order to provide you with support I will need a bit more information. I understand you mention it's only happening on Shop Pay, however, it could be product specific, thus it's important to test the exact order in the standard checkout as well.

 

When you attempt to replicate with the identical order and address as the screenshot above do you experience the same issue?

 

If it is happening in both checkouts, can you please provide your domain, as well as the specific product being affected so we can attempt to replicate it? 

 

If the issue is happening only in Shop Pay after the mentioned testing, then I recommend reaching out directly to our live team so they can investigate this further. Please visit our Help Center and log in to your account to create a support request through live chat, or callback. Once you have logged in to your account, type your request in 'Ask about a topic', scroll down to 'Get Support', and then click 'Continue.'

 

Skye | Social Care @ Shopify
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Laneco
Tourist
3 0 2

I’m having the same problem. Several customers have reached out expressing the same issue. ‘This order cant be shipped to your ordered address’ these are repeating customers who I have shipped to at the entered address before. If I send them a direct checkout link, with the same address, I have no problem.

 

I reached out to Shopify support and they said my customers had to clear their cache. That is not a realistic response, as not everyone is going to reach out and they will simply not purchase. They claim this isn’t a ‘Shopify Problem’ but I never had any issue until Shopify updated, added all of these new features, and raised their rates. Any realistic and helpful responses or even contact info for someone outside of chat to escalate the situation would be greatly appreciated. This is costing small businesses hard earned sales.

Skye
Shopify Staff
1105 98 196

Hi, @Laneco 

 

I appreciate how frustrating this is for your business. While I can't speak to your specific situation, if we can't replicate the issue, there is nothing we can do. It's not that we don't want to investigate or troubleshoot the issue, its that its technically not possible to fix something we can't see. 

 

That being said, is there a pattern you are noticing between the customers who can't check out? For example, a specific location or product? If so, kindly provide the information needed to try and replicate the situation.

Skye | Social Care @ Shopify
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Laneco
Tourist
3 0 2
They have all had the same pair of pants in their carts
Skye
Shopify Staff
1105 98 196

Hi, @Laneco 

 

Can you provide a link to the pair of pants? As well as the city and state of the failing orders? 

Skye | Social Care @ Shopify
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Laneco
Tourist
3 0 2
LaurenAshley
Tourist
13 0 2

I think I have found a solution for this (It fixed the same problem i was having). Do you still need help with this?

Roniit
Visitor
1 0 1

 Can you please share the solution? I'm also having this issue

LaurenAshley
Tourist
13 0 2

Hi!

 

For me, the problem was that I had my countries selected such as New Zealand and Australia however the states/regions weren't selected. Go to Settings>Manage (in the general shipping rates section)>down at the shipping zone section click the 3 dots next to your zones and click "Edit Zone". In the search bar type the country of the zone you are currently looking at and make sure all the regions/states are selected. For some reason, none of mine was selected therefore the address wasn't picked up. Hope this helps - let me know if this doesn't make sense

c5stjfe37r2
Visitor
1 0 0

> its technically not possible to fix something we can't see

 

It is possible for the website developers to clear the cache programmatically, e.g. https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Clear-Site-Data

Davinder_Sangha
Visitor
2 0 3

This resolved my issue. A lot of the variations were stuck in General, which doesn't show any delivery.

 

I simply selected the Custom Shipping Rate below and checkbox added the relevant ones in and it works fine now.

Screenshot 2023-09-13 153851.jpg

briangurnett40
Visitor
2 0 1

THIS IS THE SOLUTION. Thank you so much for sharing this.

-Brian

hmreynolds7
Visitor
1 0 1

After trying pretty much EVERYTHING in these forums in attempt to fix my own website, THIS actually fixed it!

ARgearstore
Tourist
5 0 2

I am having the exact same problem. It doesn't matter if it is me or my customer(s) trying, but certain addresses just have that error message. Even addresses from return customers who have shipped to that address before. I create a draft order for the customer and then send them the invoice, and they still can't pay it because of the shipping error. 
I checked my shipping settings, and I have all the zones right. 

Has anyone found a resolution to this that is not in this chat? It's really hard to know we are losing business from everyone who will not reach out about the error. 

Skye
Shopify Staff
1105 98 196

Hi, @ARgearstore 

 

Thanks for joining the conversation.

 

Have you reached out to our live Support Team to investigate this? Shipping rates are extremely sensitive. Thus, it could be a small trigger that has caused the rates to break. Additionally, in the case this is a Shopify issue, our Support Team can escalate this to our Technical Team to resolve for you.

Skye | Social Care @ Shopify
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Thesaucycowgirl
Tourist
6 0 1

I am having the same problem!!! I have so many abandon orders!!! All the shipping & zones are what they are supposed to be!

 

now I can’t even send invoices to these people because their invoices are saying the same thing!!!

 

I need help resolving this! 

Mirdas
Shopify Partner
479 51 80

Hello @Thesaucycowgirl ,

 

The issue of 'Shipping Is Not Available For The Selected Address' is a common challenge faced by merchants.

 

To diagnose such cases, I have outlined the following steps:

 

1. If everything was working well and suddenly stopped, or if it is one of those cases where you have not made any changes, then you may need to contact Shopify Support or the respective app developer.
2. Determine if the problem is specific to a particular Country, State, or the PostCode.
3. If the issue is limited to a specific region, review the configuration settings for that region. It's highly unlikely that Shopify or an app is the root cause in this case.
4. If you are not receiving rates for any address, check whether you are using Shopify flat rates or Carrier Calculated Shipping (CCS).
5. If you are a Shopify Flat Rate user, ensure the following:
a. Check the Shipping profile to ensure that the products in the order are listed in the shipping profile.
b. Configure the zone correctly.
c. If using weight or price conditions, verify that your order satisfies them.
6. If rates still do not appear after these steps, contact Shopify support.
7. If you are using Carrier Calculated Shipping (CCS) and have CCS enabled, ensure you have selected the appropriate services in your Shopify Shipping profile.
8. Visit the carrier's website to confirm that the chosen service is available for the tested address.
9. If the carrier is available for service but rates still do not appear, contact Shopify support for Shopify Shipping users or the app developer for Carrier Calculated Rates app users.

Co-Founder / CEO @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
ARgearstore
Tourist
5 0 2

For me, I figured out that it was the weights for shipping rates. I didn't have shipping rates set up for orders that were as heavy as they were ordering, and I had some weight gaps in the shipping rates that I had set up. I.E.: If I had 
1.0 - 1.5 lbs.: = $5.07.
2.0 - 2.5 lbs.: = $6.50.

Then everyone who had an order that weighed 1.6-1.9 lbs, or that weighed over the maximum weight that I had set would get that error message.

ARgearstore
Tourist
5 0 2

For me, I figured out that it was the weights for shipping rates. I didn't have shipping rates set up for orders that were as heavy as they were ordering, and I had some weight gaps in the shipping rates that I had set up. I.E.: If I had 
1.0 - 1.5 lbs.: = $5.07.
2.0 - 2.5 lbs.: = $6.50.

Then everyone who had an order that weighed 1.6-1.9 lbs, or that weighed over the maximum weight that I had set would get that error message.

ARgearstore
Tourist
5 0 2

The way we resolved this was to make sure our manual shipping settings included shipping options for every possible ounce of weight, and then we made our largest shipping selction to be 60+ lbs., instead of putting a restriction/limit on weight.