Why are customers unable to enter shipping addresses at checkout?

[EbonieEssential]

Hello,

My customers have been reporting that they are unable to enter their shipping address properly even though their addresses are within the United States and they have ordered from me before. I did enter the weights and international codes for my products recently and that is the only thing that's changed but the US is a zone included in my shipping profile so I am unsure as to why this is happening. Please help because I am losing money and more and more customers are telling me they are unable to order due to their address not being accepted. 

Thank you for your help!

[Ablestar_Sophie]

I would reach out to Shopify Support for further assistance. They will be able to investigate the issue more thoroughly and provide you with a tailored solution or further guidance.

[Rick]

Hi @EbonieEssential 

Thanks for reaching out here for assistance, and welcome to the Shopify Community!

I understand that some of your customers are unable to place orders on your store, as they are seeing errors relating to shipping in your checkout. 

Would it be possible to share more information on the exact error message they are seeing? Screenshots would be helpful if you are able to get them. If it says something similar to 'this order can't be shipped to the address entered'  then it would indicate that there are no appropriate shipping rates available on your store that would apply to the customers order.

This could be caused by a number of different things, however here's a few things that I would recommend checking:

• Shipping rates: Head to the Settings > Shipping and Delivery section of your admin, and make sure that there is a shipping rate available for the region where your customers are seeing the error. It's possible to split the US into separate states, so make sure you have the appropriate states selected in the shipping zone, and that there are shipping rates available.
• Rate conditions: It's possible to add weight and price conditions to shipping rates, so if you have done this make sure that the conditions are not too restrictive, and that there are no situations where the is a gap in coverage. For example, if you have weight conditions, make sure all weight ranges are covered.
• Shopify Markets settings: It's worth checking the Settings > Markets section of your admin to ensure that your Primary market looks OK and is in good working order. This is especially true for the International market, as sometimes specific markets are not enabled by default.
• Product combinations: Bear in mind that for shipping rates to show to a customer during checkout, all products in their cart must have an appropriate shipping rate available. This means that if you have products in multiple shipping profiles, and the customer is ordering a combination of products, there needs to be a valid shipping rate in each shipping profile/zone. 

Feel free to check out the above, and make changes if necessary. If you have already tried and everything looks OK, feel free to let me know here and we can troubleshoot further. You mentioned that you are losing sales so please feel free to reach out to our support team directly using our help center here, so that we can take a closer look at your store setup and advise where this issue might be coming from.