Why can't orders be shipped to valid addresses on my website?

Offshore11
Visitor
2 0 2

A customer sent me a message today stating that 

“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” has anyone had this happen? If so, what’d you do to fix it? I even pretended I was a customer on my website and when I put my address in, it said the same thing, even though I’ve done it in the past and it worked perfectly fine. 

Replies 7 (7)

Elias
Shopify Staff
2889 285 499

Hey, @Offshore11.

 

Thank you for reaching out and bringing this to our attention.

 

The error "Your order cannot be shipped to the selected address." is generally due to the country or city not being present in the shipping profiles or there isn't a valid shipping rate available in a particular shipping zone. However, since you've mentioned that this was working fine with your own address in the past, then it looks like we may need to access your account in order to get a closer look at the problem and resolve the issue. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to further assist you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request.

 

That being said, I noticed that you're a new member of our Shopify Community! Once you've resolved the issue with shipping rates, I'd love to hear more about your business and share some resources to help you get started. What types of products are you selling? Do you have a marketing plan prepared for your store?

 

Elias | Social Care @ Shopify 
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Josh771
New Member
4 0 0

Ive been having the same issue and even Shopify "help" cant figure it out.

nice to know they can figure out how to sell a package that includes integrated shipping, but cant seem to figure out issues to make it work

now I have a store that I cant use because it wont let customers checkout

abbasadel
Visitor
2 0 0

I'm having the same problem today. Any ideas?

Offshore11
Visitor
2 0 2

I was able to get it fixed last night. 
I had to completely delete the zone in shipping(United States) and re add it. Been working fine ever since.

Elias
Shopify Staff
2889 285 499

Hey, @abbasadel.

 

Thanks for joining the thread.

 

As suggested in my original post, this issue is likely due to the country or city not being present in the shipping profiles or there isn't a valid shipping rate available in a particular shipping zone. Did you get a chance to check your shipping profiles and shipping zones?

 

If the issue continues to persists, then we'll need to access your account in order to get a closer look and resolve the issue. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to further assist you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request.

 

If you have any other questions on this topic, then don't hesitate to let me know!

 

Elias | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

abbasadel
Visitor
2 0 0

Thanks Elias.

My store is only available in one country and I got the order from the same country.

I tried to make a support request but I only see 2 options:

1- Report an issue with a merchant
2- Report an issue with an order

When I choose "Report an issue with an order", I have to give a link to the order. The customer was not able to complete the order because of the mentioned error:

"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"

I tried to put the Abandoned checkouts link but it does not work since I have top put the order confirmation link

This is my first time trying to reach Shopify support. Never imagined it to be such difficult. I even talk to the chatbot which was giving me non-sense answers. 


How can I get support for my issue? 

Thanks


Elias
Shopify Staff
2889 285 499

Hey, @abbasadel.

 

Thank you for following up with the additional context.

 

Based on the two options that you're seeing, it looks like you may have the wrong support documentation loaded up on the Shopify Help Center so it's not providing the right options. On that note, I can see how navigating the chatbot can be difficult with the recent changes and I've included a few screenshots to help with navigating to our live chat queue.  

 

1. Enter a brief description of the question or issue, and then click I still need help.

02-23-ovcjq-r2jni

 

2. Login and select a store, or click on one of the additional options if you can't login or the store has been closed or frozen. 

02-28-410f3-90qvq

 

3. Select Chat with a Support Advisor.

02-31-d43u8-k4mcr

 

I hope this helps with getting connected with our Support Advisors. That being said, I've noticed that you're a new member of our Shopify Community as well. Once you're able to resolve the issue, I hope to hear more about your business and share some resources!

 

Elias | 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