Adresse errore

[emballagemtl]

My customers see this message when they try to place an order on the phone!

« Your order cannot be shipped to the selected address. Review your address to ensure it's correct and try again, or select a different address" »

This message DOES NOT appear when I try to order the same products to the same address using a laptop! 

I have 2 shipping destinations. The USA & CANADA. 
I have set up shipping rates fro both zones, and my products are in the right profile 

[BiDeal-Discount]

The error message “Your order cannot be shipped to the selected address” appearing only on mobile devices but not on desktop, despite using the same address and having shipping zones set for USA and Canada, is a known issue often caused by differences in how the mobile and desktop versions handle shipping validation. Here are the key reasons and solutions based on recent Shopify community insights and troubleshooting guides:

Common Causes & Fixes

1. Incomplete or Incorrect Shipping Zones or Profiles

• Even if you have USA and Canada shipping zones set, verify that all states/provinces within those countries are included in your shipping zones.

• Go to Settings > Shipping and delivery > Shipping profiles and check that the products are assigned to the correct profile with shipping rates covering all regions.

• Also check Settings > Markets to ensure USA and Canada markets are enabled and active.

• Mobile browsers sometimes enforce stricter validation, so if a region or state is missing in shipping zones, mobile checkout may block the order.

2. Product Weight Missing or Incorrect

• Shopify requires product variants to have a weight assigned for shipping calculations.

• Missing weights can cause shipping options to disappear on some devices.

• Edit each product variant to ensure weight is entered.

3. Address Format or Autofill Issues on Mobile

• Mobile address autofill or input methods may add hidden characters or format postal codes differently, causing validation failures.

• Ask customers to carefully enter address details manually or test placing orders on mobile with clean, correctly formatted addresses.

4. Cache or Browser-Specific Issues

• Sometimes cached data or cookies on mobile browsers cause shipping options not to load properly.

• Clearing cache or trying a different mobile browser can help isolate this.

5. Theme or App Conflicts on Mobile

• Some themes or third-party apps customize checkout or shipping options differently on mobile, potentially causing conflicts.

• Test disabling apps or switching to a default Shopify theme temporarily to check if the problem persists.

Recommended Troubleshooting Steps

1. Verify Shipping Zones Fully Cover All States/Provinces

   • In Settings > Shipping and delivery > Shipping zones, edit USA and Canada zones.

   • Make sure all states/provinces are checked (not just the country level).

   • Save and test again on mobile.

2. Check Product Variant Weights

   • Go to each product variant and ensure a weight is set (even if shipping is free).

   • Save changes and retest.

3. Confirm Markets Are Enabled

   • Under Settings > Markets, confirm USA and Canada markets are active and assigned proper shipping rates.

4. Test Mobile Checkout with Manual Address Entry

   • Enter the shipping address manually on mobile instead of using autofill.

   • Use a known valid address that works on desktop.

5. Clear Mobile Browser Cache or Try Different Browser

   • Clear cache/cookies or use a different mobile browser to rule out caching issues.

6. Check for Theme or App Conflicts

   • Temporarily switch to Shopify’s default theme (e.g., Dawn) and disable any shipping-related apps.

   • Test if shipping options appear on mobile.

Why Does It Work on Desktop but Not Mobile?

• Mobile checkout interfaces sometimes apply stricter validation or handle shipping calculations differently due to responsive design or JavaScript differences.

• Autofill or mobile keyboard input can alter address formatting causing validation to fail.

• Cached or outdated scripts on mobile may interfere with shipping option loading.

[goldi07]

Hello @emballagemtl 

thanks for explaining clearly!

This error message — “Your order cannot be shipped to the selected address” — only happening on mobile — but not on desktop — and you have shipping set up correctly for USA and Canada — suggests a few likely causes:

If it works fine on desktop for the same address and same products, then your shipping rates and zones are correctly set up.

So the issue is not with your shipping settings — it's most likely a theme/cart/mobile issue.

Here are the common causes:
1. Cart not updating correctly on mobile

. Sometimes, especially with Shopify themes or customizations, the cart doesn’t refresh or update properly on mobile.

. Example: the customer changes the address, but the cart still holds the old, invalid shipping information from before.

2. Old cached cart data on mobile

. If the mobile browser is caching an old cart session, it could throw this error even though everything is fine now.

3. Variant or Product Level Issue (like a hidden shipping restriction)

. Some products might have settings (like "This item can't be shipped") that only affect some channels or devices.

4. Custom Apps or Scripts interfering on mobile

. If you have shipping apps, custom checkout scripts, or theme edits, they might behave differently on mobile.

Here’s what you can do immediately:
1. Test it yourself on mobile in Incognito Mode
Open your store on your phone using an Incognito/Private tab and try to place an order.

. If it works there → it's a cache/session problem.

.If it still fails → it's a theme issue.

2. Clear Cart and Retry
. Ask your customer (or do it yourself):

. Empty the cart completely.

. Start a fresh order.

Add items back and try checkout.

3. Check Your Theme's Cart Behavior on Mobile
If you’re using a cart drawer (side cart) instead of a full cart page, sometimes the address update isn’t properly triggered.
In that case, forcing the full cart page might fix it.

4. Review Any Apps/Custom Scripts
If you have any apps like “Advanced Shipping Rules”, “Parcelify”, or custom shipping logic — they might behave differently depending on how the customer interacts on mobile.

Fastest temporary fix you can apply:
You could force the cart to reload when a customer proceeds to checkout (especially on mobile).

Thank you 😊