Why are customers experiencing shipping errors at checkout?

lucashale
Visitor
2 0 4

My customers keep getting these errors when trying to checkout.

 

Some Delivery details may have changed. Verify your shipping method and try again. 
The shipping options have changed for your order. Review your selection and try again.
 
Screen Shot 2023-01-23 at 10.56.01 AM.png
 

 

Anyone else having this issue and have a fix or know why it is happening? 

 

Replies 25 (25)

izicdie
Visitor
1 0 0

I've been trying to order a package of wool insulation and continue to get this exact same error and haven't figured out what to do. 

Shop24846
Tourist
5 0 4

We're using Boxify to calculate shipping rates and are experiencing this issue as well... Not sure if


There was a change notice for Shopify Powered Backup Rates dated 01/20/2023. Not sure if that recent change is relevant to this issue, but I would have hoped/expected the Backup Rates to solve any failed rates calculations from Boxify.

Shop24846
Tourist
5 0 4

Just realized I didn't finish a sentence... "Not sure if this is related to the recent USPS rates increases)."

Additionally, in testing it seems that computer devices are having this issue for us. Mobile devices are able to complete a checkout process.

KML77
Visitor
3 0 0

I'm having the same problem!! Computer has the issue and mobile device no issue

OctaneW
Tourist
9 0 9

Yes, working on the issue with support now.  This happened a short while back and was resolved, but it is back.

pwalsh
Tourist
6 0 1

yes we are having this issue and it is still not fixed. shopify support is horrible. it seems to only impact previous visitors including abandon carts. I did just get the below message from Shopify which makes no sense....

 

This is Ella again from the Shopify Support Team.

We were connected in a chat earlier and wanted to reach out via email to ensure you get the support you need.

So to recap;
You reached out trying to follow up the status for ticket #35802916.

We have checked on this thoroughly and found, this is already a known issue per the updates posted that Shipping options have changed" error message on Checkouts using Boxify integration and there are lot of merchants impacted as well. So as part of our commitment, the Team will be processing partnership terminations today around 8/8:30am EST. They will be running a Maintenance Task to remove 800+ apps from impacted shops that have one or more of these apps installed. All shops have been notified multiple times in advance of January 26, 2023 of the uninstall. Please advise that there were smart links sent to merchants who are affected via email. The smart link contains suggestions of similar apps in the relevant category of the terminated app or you can browse through the Shopify App Store.

Rest assured that the Team is working on this getting this issue resolve as quickly as they can and you will be notified for sure once it's fix. So expect a separate email from the Team. We appreciate your kind understanding on this matter.

Thank you for taking some time to read my email. Should you still have any more concerns, feel free to write us back or Contact Shopify Support for further assistance as we will be more than happy to help.

Regards,
Ella M. || Shopify Support Advisor

lucashale
Visitor
2 0 4

I don't know what notification they are talking about. I have never received such notification from Shopify that the app was an issue and never received a smart link with similar apps. Anyone else using boxify get that email? 

pwalsh
Tourist
6 0 1

we never got any email regarding smart links 

BabysitterMM
Tourist
5 0 25

Nope.  Didn't get any notification.  Yay us.

Shop24846
Tourist
5 0 4

We also never received any email (or other) notifications about the scheduled "Maintenance Task."

christian_s_dev
Tourist
8 1 1

We're seeing the same issue when attempting to checkout with a shipping address that differs from the billing address. We are not using Boxify but we suspect the issues are related. We've been seeing an uptick in checkout errors in the past 2 weeks with some customers unable to complete checkout.

 

error-Screenshot at Jan 31 13-16-54.png

Jnsn
Shopify Partner
1 0 0

I also have this problem, and I've boiled it down to the following (this is how I can reproduce it):

 

In the Carrier Service used, if the returning data for service_code is different between the initial shipment rate data request and what the payment service is requesting in a later state, this error message occur.

Brad100
Visitor
3 0 0

Has anyone been able to solve this issue yet?  We use the shipstation app and also have the same problem.  Potentially happens 1 out 20-30 orders.  Shipstation blames shopify and shopify blames shipstation.

 

@Jnsn Do you have instructions on how I could reproduce the problem for shipstation?  I am somewhat new to shopify--can you tell me where I would be able to find that the codes were different so I could present it to shipstation?

ryanpemf
Visitor
1 0 0

It is definitely Shopify because we use Shipping Easy and are experiencing the same issue. Shopify seems to not be offering any help. 

 

LGRAM60
Excursionist
15 0 11

I am having the same problem. It's been a week or so. I also had a similar problem back in Nov 2022. That seemed to fix itself. I don't know what email Shopify is talking about and I am not sure what apps are being terminated, but I do use Boxify. I just wish they would fix the problem. I contacted Shopify last week and was told the problem was on my customers end. No helpful advice was given. Not sure how many potential customers just walked away. Not happy.

LGRAM60
Excursionist
15 0 11

I reached out to Boxify and I was sent this message. At least it explains some things. Hope it helps. I am going to reach out to Shopify again.

Yes, I know what's going on. Shopify has been rolling out a new version of its checkout. And that new version is buggy. It (sometimes) takes a customer who has seen rates offered, selected a shipping option and then entered payment information back into the checkout, showing them a nonsensical error message about shipping options having changed. This affects some checkouts for merchants using shipping apps to display shipping rates at checkout. Why one checkout is affected and another isn't, nobody knows.
 
This very same thing happened in late October/early November, affecting some merchants using shipping apps (not just Boxify). It took Shopify at least a week to fix it back then. Now it's all happening once more with the new checkout code Shopify has been rolling out this past week or so. All to say, it's a mess--a mess that has happened before in the not-so-distant past.
 
Shopify's developers are working to figure this out, but in the meantime the solution is to have your shop put back on the old version of checkout. That's worked for other affected merchants. The challenge is to get Shopify to do that for you. I've been battling with Shopify for more than a week, first just to alert them to the problem, then to try to convince the technical support specialist I've been in contact with that Shopify should go ahead and switch all affected merchants back to the old version of checkout--or at least do that for the set of merchants that I explained had experienced these difficulties. This specialist said that each merchant has to individually request help from Shopify.
 
The problem is that the support reps merchants contact may or may not know what to do. Some merchants have told me that they have had to keep opening new tickets with new support reps until finally they land on one who understands the problem and switches their shop back to the old checkout. So when you contact Shopify support, don't accept an answer from anyone who tells you that the problem is with Boxify or that you should ask your customers to clear their browser cache or anything like that. The fix, at least for the short term, would be to have your shop put back on the old version of checkout. This is not something you or I can do: Shopify must do it.
 
What might help would be for you to quote the following snippet from an interaction I had with a Shopify technical support rep named Thomas W.:

I completely understand your frustration with this problem and have been working hard to get this resolved as quickly as we can.

To that end, we have a team of developers currently working on a solution right now. We have also identified a workaround for merchants who come to us with this issue that we have to manually apply to their accounts. If you have any other merchants come to you for assistance with this please have them reach out directly to us and we should be able to resolve this for them right away.

 
 

BellaB
Visitor
1 0 0

Yes I have also had this same exact issue. I did not receive any prior warning email as described below either.  I used shipstation and the other thing I have noticed is when viewing which Shopify plan I am on, it now says the Shopify plan I am on is no longer available so if I make changes I cannot get the same plan. I had gotten on a plan that I had an add on amount to be able to use shipstation rather than upgrading to a much more expensive plan to use shipstation. So I have been wondering if this is part of the problem?  I had tried to connect with Shopify through their chat and at first it said my wait was 40 minutes, then dropped down to 35, then 30, then 20, 10 , 5 and down to 1 minute wait…. it stayed on the 1 minute for an hour and a half.  So in total I waited over 2 hrs and never could get in contact with help.  I have had customers trying to place orders for Valentine’s Day gifts and unable.  So frustrating and I thought Shopify had better customer service with my previous experience, but now I can’t even get ahold of anyone to figure this out.  Shipstation actually has great support and they had me do a re-connect of the integration, but that did not solve this.  Unfortunately it seems to be on Shopify’s end and here I am well past when they said it would be fixed.  I have searched and searched my email for these emails about this and cannot find one.  If anyone has a date they were sent out and a copy I would appreciate it!  I have a job in addition to running my little business, so sitting on hold for hours before going off to work the night shift is really stressful…. Especially when you can’t get ahold of anyone to figure it out.. I’m losing sales, being made to seem very unprofessional and unreliable to my customers on account of Shopify’s lack of support and availability.  I don’t even know how to proceed moving forward with this… 

kunalwf
Shopify Partner
28 0 4

I'm constantly surprised that the Shopify stock is growing at the same pace the product degrades.  This can't be sustainable, so I wonder if there's an opportunity for real users of the product that understand that it's crumbling to make money in the markets.  Anyway, I've reached a dead-end on this too, problem reproducable even on digital products with no shipping address information, with normal checkouts - it's just completely broken. Lol.

Brad100
Visitor
3 0 0

I had some success getting around this problem, not fixing it.

 

I added in Intuitive shipping app and it integrates with my shipstation and pulls the rates from shipstation.  It is a pay program but it adds a lot of nice features and does not remove shipping options for my customers that it does not think are relevant like shipstation.  But most importantly, I went from having 2-3 customers complaining every day about this error (when having shipstation deliver shipping rates at checkout) to no complaints at all (with having intuitive shipping pull raties from shipstation).  I have been running Intuitive shipping for more than a week now without an error.  

ecoeduan
Shopify Partner
1 0 0

I'm still facing this same issue. Doesn't matter how many times I fix the address it keeps me asking for address review. I'm using Recharge with Regular Shopify Checkout. 

Liquidator3358
Explorer
44 1 15

This is actually alarming on multiple fronts.  We are using third-party carrier calculated shipping to derive real-time LTL/FTL rates.  To summarize, we are dealing with transportation rates that go anywhere from $200 to $2000+, depending on the freight dims, location and the constraints at those locations. I can't get a bug where my shipping rates don't come through and some customer gets 8 pallets shipped to his garage for some arbitrary shipping rate where I lose my shorts. Our solution will be to put a backup that says "call for shipping" but when your whole business is based around transparency and automating logistics, it's a pretty garbage look for what we are trying to accomplish.

ariannebisson
Visitor
1 0 0

Has anyone got this resolved? I'm having the same issue with my customers, around 7 out of 10 have this problem, the only way they can checkout is if I call them and get their card info... I hope there is a solution to this technical issue! 

Brad100
Visitor
3 0 0

Here is how I resolved this.

 

I moved from using shipstation to provide checkout pricing to shopify to using Intuitive shipping to provide the shipping rates from shipstation to shopify.  

 

So I could not solve the problem -- but I got around the problem.  Intuitive shipping worked great because it allows me to have a lot of shipping rules and it still provides the customers with the discounted UPS by shipstation rates.  And I can choose what shipping choices I want to show--shipstation by itself had its own algorithm of what shipping choices it thought it should show to the customer and hid some I wanted to show---Intuitive shipping allows me to show what I want.

 

Hope this helps.  By the way I also find using shipperhq instead of shipstation avoided the error.  But shipperhq was very expensive and would not pass the discounted UPS by shipstation rates to shopify.  

 

So my assessment of the situation is that from your recent report of the error, it does not sound like shopify has fixed this problem.  But some shipping programs don't encounter it.

Shopgirl2
Tourist
12 0 2

We are having similar issues on 2 of our shop stores. Says Shipping Not Available.

Screen Shot 2023-05-08 at 5.01.06 PM.png

We found that if we hit the back arrow on the page and then the forward arrow on the page, it resolved the issue and the address entered worked. This has to be a Shopify issue.  Who do we contact to get them to see this!!

Tronquincon
Shopify Partner
1 0 0

This is happening to us when using Shopify Functions for delivery customization.

 

We are just hiding an option, and this message is popping up everywhere. We cannot have this go into production like this! our function is working great but somehow Shopify Checkout (checkout extensibility) thinks it needs to display this.