Customers reporting "cannot ship to address" despite correct set up.

Shopify Discussion

Topic summary

Multiple merchants are experiencing a recurring “cannot ship to address” error affecting customers across various U.S. states (California, New Mexico, Washington, Illinois, Massachusetts), despite correct shipping zone configurations that include all states.

Key Details:

  • One merchant reports 12 customers encountering this error over two weeks, while successfully receiving orders from the same states during the same period
  • Another merchant reports losing all sales for a week due to this issue
  • The problem appears to have started approximately two weeks ago

Resolution Found:
The original poster discovered that instructing customers to clear their browser history resolves the issue consistently. They express frustration that Shopify support only provided basic setup instructions rather than acknowledging the technical problem or suggesting this simple fix.

Status: The discussion suggests an ongoing browser-related bug affecting checkout, with a workaround identified but no official acknowledgment from Shopify.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

I see this problem reported several times. I can understand a glitch here and there, but this appears to be recurring. A total of 12 customers have reported this error for California, New Mexico, Washington, Illinois and Massachusetts. The Zone includes all states and all products. Funny thing is, I have successfully received orders from all five states during the same time period. No problems with any these states until two weeks ago. I have the occasional customer who inputs their address incorrectly, but 12 int he last two weeks is strange. I see no answers besides go back to basic set from Shopify. Anyone else having this issue? Frustrated

1 Like
2

I appreciate the help, but the basic set up instructions are getting old.

I’ve told Shopify over and over I am not a beginner and reporting a problem after checking all the basics.

Not sure if you are Shopify or not, but I just want Shopify to acknowledge.

I’d be happy to get online with Shopify and allow them to verify everything.

Only, I’m pretty sure they will try the address and get no error only to be told - nothing wrong.

Frustrated.

3

I am h aving this issue now

I have changed nothing. and we have lost all sales for a solid week.

4

I am telling everyone to clear the browser history and it’s working.

Not one has failed yet.

Not sure why something so simple couldn’t be suggested by Shopify.

Good Luck! Ryan