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Why can't customers check out or use PayPal in my UK store?

isabel11
Visitor
2 0 0

Hi, when customer tries to check out, a message comes up saying "the order cannot be shipped to the selected address." There is nothing wrong with the address in itself I checked. They can also not use paypal even though previous customers have. I am in the UK and that order was from the UK

Accepted Solution (1)
Ollie
Shopify Staff
2387 454 400

This is an accepted solution.

Hey @isabel11.
 
Thanks for the quick response. 
 
If you are unable to get in touch with our live support by navigating to the Help Center - you can get in direct contact with our live support by completing this form here. Once you complete the form, you should see the options to speak directly with a Support Advisor about the situation. 
 
Let me know if you have any questions. 

Ollie | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
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Replies 4 (4)

Ollie
Shopify Staff
2387 454 400

Hey @isabel11.
 
Thanks for reaching out. 
 
Typically, if your customers are receiving an error message "the order cannot be shipped to the selected address." - it is due to the set up of the shipping rates. I would suggest making sure that your shipping rates will display regardless of the orders total amount. In this case, I encourage you to reach out to our live support to have a further look into the order that had this issue. Since we cannot authenticate over the Community forums due to the sensitive information that needs to be shared, I am unable to view the specifics. 
 
You can get in touch with our live support by navigating to the Help Center. When you arrive on the Help Center, you will need to let the virtual assistant be aware that you would like to Speak with support and you will be connected with a Support Advisor accordingly. 
 
Let me know if you have any questions. 

Ollie | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

isabel11
Visitor
2 0 0

I tried to contact live support as suggested but have just been stuck in a AI loop and getting no where.

The problem is that all my customers are receiving the message, "the order cannot be sipped to the selected address"
which means I am not getting any orders except if the customer phones me and I can then send them an invoice. I have spend many hours trying to figure this out ....

Mirdas
Shopify Partner
470 49 78

In most cases, a systematic approach will help in understanding how the rates are working and diagnosing the issue. I have created Shopify Checkout Rate Troubleshooting Steps. I hope this helps.

Co-Founder / CEO @ PluginHive
Shipping Automation | FedEx shipping | Multi-carrier shipping | Shipment Tracking | Australia Post shipping
Ollie
Shopify Staff
2387 454 400

This is an accepted solution.

Hey @isabel11.
 
Thanks for the quick response. 
 
If you are unable to get in touch with our live support by navigating to the Help Center - you can get in direct contact with our live support by completing this form here. Once you complete the form, you should see the options to speak directly with a Support Advisor about the situation. 
 
Let me know if you have any questions. 

Ollie | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog