Why can't customers select country/origin during checkout?

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Hello Shopify Members,

I had a potential customer email me about not being able to purchase during the checkout process because of the country/origin option appeared. But it was grayed out and not allowing her to select a country or type one in the box.

I never had this issue before with a order. Is it a setting that is on my account that I can change so that my orders go through. Or was it a credit card issue with the customer?

Thanks

Felicia