Checkout / shipping issue: Birchperformance.co.uk

Payments + Shipping & Fulfilment

Topic summary

A mobile checkout error is preventing customers from completing purchases. When users reach the shipping stage on mobile devices, they encounter a “we don’t deliver to your address” message. The workaround requires returning to the basket and clicking checkout again to display shipping options normally.

Key Details:

  • The store uses Shipeasy for shipping rate management
  • Issue occurs consistently on mobile devices during every checkout attempt
  • Multiple friends have tested and confirmed the problem
  • Visible cart abandonment is occurring due to this error

Support Status:

  • 10 working days spent attempting to resolve
  • Shopify support has been unhelpful, transferring between agents
  • Support team unable to replicate the issue
  • Seeking advice on escalation procedures within Shopify and experiences from others facing similar problems
Summarized with AI on November 19. AI used: claude-sonnet-4-5-20250929.
1

Morning all,

I have an issue where customers (on mobile devices) are seeing an error once they get past shipping - “we don’t deliver to your address”. If they go back to the basket and click Checkout again, the shipping options are there as usual. We are BirchPerformance.co.uk

We use Shipeasy to manage our shipping rates.

Shopify keep passing me around between different agents and failing to replicate the issue, which I can clearly see is happening every time someone tries to place an order on their phone (so many friends have tested). I have customers who I can see are abandoning checkout because of this issue.

Does anyone else have any experience of this? And does anyone know how I escalate a long-running issue within Shopify? I’ve spent 10 working days trying to resolve this and I’m at my wits’ end.

Thanks

Emily