Customer address is not accepted during payment and payment provider is refusing customer payment

Payments + Shipping & Fulfilment
1

Hi,

I just started and customer address is not accepted during payment and payment provider is refusing customer payment even though the payment verification was complete

2

Hello @ibieruti

Sorry for all the frustration you might encounter with your Shopify store.

Are you selling a drop shipping product?

If yes, that issue should be from the product supplier, which means the product can’t be shipped to that country due to the policy of the country.

But if it is a personal product, maybe there’s a typo during the checkout of the product or you should check your shipping settings

Don’t forget to hit the LIKE and mark it as a SOLUTION

If you have other complaints don’t hesitate to keep us informed.

Thanks.

3

Hi, @ibieruti .

Welcome to the Shopify Community and thanks for sharing your question here!

Based on the screenshot you shared, it looks as though you’ll need to double-check your settings within your Settings > Shipping and delivery section. When seeing this error message at checkout, it means your product sees it has a Location and Inventory, so it can be brought into the checkout, however, it can’t make a clear path to a shipping rate.

Could you confirm if this is affecting this address and customer or has it been seen with other addresses/customers?

To ensure your shipping settings and rates are setup correctly, can you confirm the following:

  • Confirm that the Location where your Inventory is hosted has shipping rates. You can access the shipping profiles from Settings > Shipping & Delivery, click into each profile, and ensure you see compatible shipping rates for each Location that has Inventory you need to ship. We have a resource on Setting up Shipping Rates to help you set this up.

  • Confirm that the product(s) is set up properly to inform what shipping rates should apply. Some common reasons include the physical product or requires shipping setting isn’t enabled properly. If there are weight-based or calculated rates and the item doesn’t have a proper weight assigned, or if there’s only free shipping over $100 and no rates below.

  • Make sure that, whether or not you’ve enabled to Track Inventory for a Product or Variant, the Locations they’re hosted through recognize they carry this product. You can cross-compare the Locations seen in the Shipping Profile with the product/variant views and the Inventory they have available.

I’d love to hear more about your online business and how you started. Let us know what you’re currently working on as I’ll be happy to share tips and applicable resources.

Looking forward to hearing back!