Why cant New Zealand customers check out?

Solved

Why cant New Zealand customers check out?

ReggieBaby
Excursionist
43 0 10

Hey guys,

 

When our New Zealand customers try to check out they get this popping up?

Does anyone know how to fix it? I have attached another photo showing that we have NZ shipping set up.

 

Website is www.reggiebaby.com.au and our theme is Dawn

 

 

NZShipping2.PNGNZshipping1.PNG

 

Thanks!

 

Reggie

Accepted Solution (1)

Erin
Shopify Staff
1054 135 171

This is an accepted solution.

Hi, @ReggieBaby. I'm happy to look into this with you! I just have a few questions to make sure I'm giving you helpful advice.

  • Can you tell me more about where you offer shipping? For example, do you offer shipping to Australia and New Zealand only or do you ship anywhere else as well?
  • Are all of your products available to be shipped to New Zealand or do you only allow this for some of your products?

When customers see this error message it means that the order doesn't have a clear path to a valid rate. Based on the screenshot you shared I believe I see what's causing this, but it's hard to say for sure since there are many different causes of this error message and I can't see your shipping settings here over the Shopify Community.

 

In the screenshot you shared it shows that you have two shipping profiles set up. In addition to your default General shipping profile, it appears you've added a new shipping profile called Reggie Box. The Reggie Box shipping profile has custom rates set up, but no products are added to it. This means the custom shipping profile isn't really in use at the moment. Typically shipping profiles are only added if there are a set of shipping rules needed for specific products and locations. If all of your products and locations have the same shipping rules, it's best to just use the General shipping profile. By default, all of your products are added to the General shipping profile, and currently, this is where all of your products are (this is shown where it says "All products not in other profiles"). I can also see that while you have two shipping zones set up for that profile, only one of those zones has rates created for it. This means that your General shipping profile is the only profile really in use at the moment, and only customers located in that one zone with rates will be able to complete their orders. Any customers outside of that one shipping zone will see the "This order can’t be shipped to the address you entered" error message.

 

11-13-98965-97039

 

To fix this, you'll want to click Manage next to the profile you want to edit. From here, you'll need to make sure that you have all locations you want to ship to included in your shipping zones. You'll also need to make sure that each of those zones have valid shipping rates. I'll include some examples below of what this could look like. The following resources can help you get this set up correctly as well:

11-31-1163-58403

 

11-27-76571-55367

 

Please let me know if you have any questions after trying this out!

Erin | 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

View solution in original post

Replies 5 (5)

Erin
Shopify Staff
1054 135 171

This is an accepted solution.

Hi, @ReggieBaby. I'm happy to look into this with you! I just have a few questions to make sure I'm giving you helpful advice.

  • Can you tell me more about where you offer shipping? For example, do you offer shipping to Australia and New Zealand only or do you ship anywhere else as well?
  • Are all of your products available to be shipped to New Zealand or do you only allow this for some of your products?

When customers see this error message it means that the order doesn't have a clear path to a valid rate. Based on the screenshot you shared I believe I see what's causing this, but it's hard to say for sure since there are many different causes of this error message and I can't see your shipping settings here over the Shopify Community.

 

In the screenshot you shared it shows that you have two shipping profiles set up. In addition to your default General shipping profile, it appears you've added a new shipping profile called Reggie Box. The Reggie Box shipping profile has custom rates set up, but no products are added to it. This means the custom shipping profile isn't really in use at the moment. Typically shipping profiles are only added if there are a set of shipping rules needed for specific products and locations. If all of your products and locations have the same shipping rules, it's best to just use the General shipping profile. By default, all of your products are added to the General shipping profile, and currently, this is where all of your products are (this is shown where it says "All products not in other profiles"). I can also see that while you have two shipping zones set up for that profile, only one of those zones has rates created for it. This means that your General shipping profile is the only profile really in use at the moment, and only customers located in that one zone with rates will be able to complete their orders. Any customers outside of that one shipping zone will see the "This order can’t be shipped to the address you entered" error message.

 

11-13-98965-97039

 

To fix this, you'll want to click Manage next to the profile you want to edit. From here, you'll need to make sure that you have all locations you want to ship to included in your shipping zones. You'll also need to make sure that each of those zones have valid shipping rates. I'll include some examples below of what this could look like. The following resources can help you get this set up correctly as well:

11-31-1163-58403

 

11-27-76571-55367

 

Please let me know if you have any questions after trying this out!

Erin | 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

ReggieBaby
Excursionist
43 0 10

Hey Erin, 

 

This worked great however now at checkout our currency is in NZ dollars. 

 

Screen Shot 2023-07-12 at 3.02.18 pm.png

 

Would be great to hear back asap 🙂

 

Thanks

Erin
Shopify Staff
1054 135 171

Hi, @ReggieBaby. I'm glad that you got that working! I can definitely look into this currency issue with you as well.

 

To clarify, are you using Shopify Markets to show prices in local currencies? Or have you added a currency selector to your store using your theme or an app? You can read more about Shopify Markets here and more about adding currency selectors here if you're unsure. This may be able to explain what's happening with your currency. I'd also recommend you double check your store currency by going to Settings > Store details in your Shopify admin. You'll see the primary currency for your products there under the Store currency setting. It's possible this was accidentally set to NZD instead of AUD.

 

Looking forward to your response!

Erin | 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

ReggieBaby
Excursionist
43 0 10
Thanks for your help! We figured it out 😊
ReggieBaby
Excursionist
43 0 10

 

Screen Shot 2023-07-12 at 3.53.19 pm.png