We have had a few customers Abandon checkout, and one contacted us saying they are being blocked at checkout. The customer tried to order 4 cases of Clorox, but she said the store told her this order can’t be shipped to your location contact the store for more information. She is from Memphis Tennessee and the other customers were from California located in the U.S and we are also located in the U.S in Little Rock, AR. 72204, we don’t understand what’s going on please help ASAP.
We have had a few customers Abandon checkout, and one contacted us saying they are being blocked at checkout. The customer tried to order 4 cases of Clorox, but she said the store told her this order can’t be shipped to your location contact the store for more information. She is from Memphis Tennessee and the other customers were from California located in the U.S and we are also located in the U.S in Little Rock, AR. 72204, we don’t understand what’s going on please help ASAP. My email is willartstudio2@gmail.com
Hello, @Will52 !
Karlie here from the Shopify Support Team! What you can do is check to see if your products have their weights set up correctly. Usually when you see an error message stating that shipping is unavailable it means that the products added to the order don’t have a shipping rate rule set up for them.
To troubleshoot this issue, you’ll want to find the order from your Shopify Admin that the customer was having issues with. Then, you can check out the products from the order from your Shopify Admin> Products page. If the product has a variant, click on the variant and scroll down to the ‘Shipping’ section - you’ll want to make sure that the box for ‘This is a physical product’ is checked off and that a weight is set up under that section. If the product doesn’t have a variant, you can just scroll down the product page to find the ‘Shipping’ section and adjust from there.
Next, you’ll want to make sure that the product weights have a correlating shipping rate set up. For example, if your customer bought two products, the first product being 1 lbs and the second product being 2 lbs then you’re going to want to make sure that you have a shipping rate set up for order weights that are 3lbs or higher.
After adjusting these settings in your Shopify Admin, you can run a test order under the customers address with the same products to make sure the order goes through correctly. You can see how to run a test order by following our step by step guide, here.
I would recommend following along with our Shipping Checklist, here, to make sure that you have all of your bases covered when it comes to shipping. This guide will help you make sure that your shipping rates are set up, you have product weights added, you’ve chosen your preferred packages types, and it discusses shipping labels.
If, after running through these troubleshooting steps, you find that you cannot find the issue - just place your shop URL in here so I can take a look for you!