We don't offer shipping to [State] Error happens only sometimes

DaveML
Tourist
3 0 1

Hi, we have reports of this error happening in our store every so often including today. I've seen all the other threads on this error, but I don't think any of them offer a solution. It doesn't see to have anything to do with our settings because:

1) It only happens to some customers occasionally, but works most of the time for everybody else. 

2) It often is "fixed" by the customer trying it in a different browser. 

For instance it will say "We don't offer shipping to New York" when a customer is trying to buy a single product, but we'll just have sold 20 of the exact single item to other customers in New York, and sometimes the customer who has the problem will be able to buy it by switching from Chrome to Firefox. 

We've seen this happen at least 10 times randomly over the past 6 months, and I feel like it's safe to assume it happens more than we know about because most customers won't report it 

Screenshot:

Screen-Shot-2021-08-04-at-3.48.jpg

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Hilary
Community Moderator
Community Moderator
301 42 43

Hi, @DaveML

I can imagine this has been confusing. Thanks for all the details and troubleshooting steps you've tried so far. I have a few questions:

  • Does it only happen when the customer is buying one single product?
  • Does it happen to various products, or is it always the same product?
  • Can you share your website URL and an example product that this has happened with? 

Once I have some more information, I'd be happy to look into this with you further. That being said, this may be difficult to determine via the Community since we can't look at your account in detail here. There are various reasons your customers could be seeing this error, which is why you likely have been unable to find the resolution elsewhere.

I'd recommend reaching out to our Support team directly so we can look at your store and shipping settings in detail. As I mentioned, at this time, we can't provide account-specific assistance via the Community, but we'd be happy to look into this with you via live chat, callback request, or email. Here is the link contact us. Just login, and follow the prompts to contact Support.

Let me know how this goes!

Hilary | Community Moderator @ Shopify 
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DaveML
Tourist
3 0 1

I reached out to support, thanks!