Why can't I accept orders from Russia on Shopify?

[StrawHatSam]

Hi Shopify Community,

After searching for similar topics it looks like there are issues with accepting payments form Russia, but I am still not sure exactly why or if the issue I am getting from a customer is the same as issues from other sellers. Here is a screenshot of what they have on their screen when they try to check out:

Under "Shipping Method" is says, "Your cart has been updated and the items you added can't be shipped to your address. Remove the items to complete your order."

Things I have already tried:
1) The customers address is a commercial office, not a private residential address.

2) Under my store settings Russia is an accepted country on my shipping list.

The forms of payment my site accepts are PayPal and credit card using Shopify's regular thing.

[Lana]

Hello @StrawHatSam!

Thank you for that screenshot. That particular error that you're seeing usually indicates that there is an issue with the way your Shipping zones are set up. While you might have added Russia to the Shipping profile, did you make sure that it has Shipping rates set up for it?

If you're unsure, would you be able to please share with me a screenshot of your Settings > Shipping setup, that way I may be able to spot the error for you. Also, on your screenshot you have blurred out the totals for how much the order costs - the issue might be related to there not being a shipping rate which covers that particular amount. If you're comfortable with that, could you also let me know what the total of that order amounted to? 

Another possibility is that if you're dropshipping, your suppliers might not be able to ship these items to Russia, causing this particular error - do let me know if this is the case! 

I also wanted to clarify - is it just those specific products that cannot be shipped to Russia, or are you finding that all products across the board are experiencing this issue? Sometimes this can occur due to you having created a separate Shipping profile where that product does not have rates for this particular region, so do make sure to check for any other shipping profiles in Settings > Shipping.

Any other context/screenshots would be super helpful! 

[StrawHatSam]

Hi Lana,

Thanks for the suggestions! Here are screenshots of my shipping settings:

I have set up DHL Express for all International shipments. Perhaps I just need to try another Shipping provider? I really don't want to add UPS or FedEx because most of my customers are in Europe and UPS and FedEx are not as reliable because either they take much longer to deliver or their local carriers lose packages.

The total is around $700-$800. I have already sold these same items to people in Netherlands, Germany, and France with no issues, some sales as high as $1500-$2000 per order.

I am not drop shipping, I manufacture my products myself and ship them out directly from my office. 

I have only created two shipping rates, Domestic and International both of which include all two products currently being sold on my store. I have not created another specific shipping rate that would exclude any products.

[Lana]

Thank you for all of the screenshots and information! I had a look into this on my end, and it does appear that there are some difficulties when it comes to DHL shipping to Russia, and according to some sources like this article from easypost it appears that they don't ship to that region at all.

I understand that you're not leaning towards changing couriers, so instead I recommend you start by contacting DHL directly and seeing what your options are with them.

If DHL confirms that this is not possible, do you have another courier in mind? I would be happy to look into that and see if it is possible to integrate them with Shopify.