Yeah we've had the same shipping issue repeatedly happen. Shopify support claims to "escalate it" which means they just email any app vendor whose name has the word "ship" in it and blame them (in this case Shipstation). I don't think Shopify actually has a technical support team, it seems like they just outsource customer service to call centers. In our case, we saw an increase in our abandoned carts, but on testing determined that some addresses in NY and FL, randomly, customers entered valid addresses (in some case repeat orders) but were told on checkout that their address was not valid. So they couldn't place the order, got frustrated and scared that we were some scam outfit (because we use shopify ironically). Shopify support gave a solution that we tested and didn't work, and then was told if I refuse to enact the solution, etc. Identifying these lost sales is hard because it just shows up as an abandoned cart. So it's impossible to identify unless customers complain so you can test that specific address. First time it happened for a month, now the second time we're going on 2 weeks, same thing. Considering how much money we spent getting our shopify store up and then in paid ads which drive traffic to the store, we're looking at WooCommerce now. When I asked to file a formal complaint with Shopify regarding their service, I was told that I would have to talk to their legal department. Brilliant. #VanLife should be #ShopifyCouldCareLess.
