When a customer uses a gift card code and has a zero balance due(i.e. order total is $50 and the gift card amount is $100), they can’t complete the checkout process for some reason. Shopify says they can’t ship to that address. There’s been a few customers that have reached out so far so I know it isn’t an isolated incident. Also, I can manually create the order for them which allows them to check out but not if checking out normally. Anyone ever experience this?
Hi, @sma360 . I can definitely look into this with you! I just have a few questions to make sure I give you the best advice for your situation.
- When did you first start noticing this error message? Has this been happening since you started your store or is this a new issue?
- Were the other customers who reached out also paying with gift cards for a $0 order total? Or are there any differences you noticed with their orders?
- What shipping rates are you currently offering? Are you using calculated rates or flat rates? Do your rates have any conditions?
The error message you’re describing typically happens at checkout when the order is having trouble making a clear path to a shipping rate. There are a few reasons this could be happening. In your case, it sounds like you may not have a shipping rate that covers an order total of $0. You can double check your shipping rates by going to Settings > Shipping and delivery > Manage (in the Shipping section).
If you are using price based shipping rates, you’ll want to confirm that your rates cover all order total possibilities. For example, if you only have one rate set up as “free shipping on orders $50 and up”, but your customer is trying to check out with an order less than $50, there would be no rates to show them and they would receive that error message. In this example, to fix it you would need to set up shipping rates for orders between $0-$50 as well. This guide on setting up shipping rates can help explain more.
Example:
Please try that out and let me know if it works! If not, don’t hesitate to reply back. I’m happy to troubleshoot this with you further.
Hi Erin, thanks for the info. You were correct, we did not have a setting for $0 orders. One new issue for you though (see screenshot), when I go to change the $.01 to $.00 and save my changes the system automatically reverts back to $.01. It did allow me to start a new $.00-$.00 profile so hopefully this will work but do you know why it wouldn’t let me save a $.00 price on our original shipping profile?
Hi, @sma360 . I’m glad that solved it! Thanks for reaching back out about the problem you’re having editing your rates. I have a few questions to make sure I understand what’s happening on your end.
- Can you walk me through the steps you’re taking to edit these shipping rates? Are you following these steps?
- How long does it take for your shipping rate to revert back to the incorrect rate? Does it immediately change after you edit the rate and click Done? Or are you noticing this when you re-visit the page after clicking Save?
- I noticed you have the rates “$0.00 - $0.00” and “$0.01 - $100” set up in the new profile you created. Were you also having trouble creating a “$0.00-$100.00” rate in your new shipping profile?
I tested it out on my end and it was allowing me to save all the changes without the rates reverting back. In this case, it sounds like it may be a local issue. I’d recommend trying to clear your cache and cookies and then trying again. If it’s still not working please let me know!