Misleading Error message when Carrier rates are not available

Store Design
1

We have carrier calculated shipping rates (for all general orders) and custom rates setup to provide free shipping for specific conditions.

When there is any issue with the carrier rates (time out, server not available etc with the carrier). Shopify shows a misleading and confusing and incorrect error message.

We are using the default profile so all products in the cart are included in the profile. SO the error message is clearly not right and cusotmers end up confised and try removing products from the cart and it will return the same error. We have lost a lot of sales because of this and shopify support hasnt been of any help in resolving this issue. We have had this issue for more than a year and have provided feedback but nothing has changed,

I have tried to bring this up with support a few times and they keep insisting nothing can be done about it but will relay to their team.

Has anyone faced this or has any work around?

Shipping.jpg
Shipping.jpg1221×707 40.4 KB

2

Hi @Gov75

Thank you for the screenshot showing the error message you are referring to. That error message is a generic message that is filled in by your theme file. You do have the ability to change the message contents though. While you can’t have different messages, you can definitely alter the static message to better support your customers.

In your store admin you will want to go to Online Store > Themes, click the ACTIONS drop down menu next to the live theme and open “Edit theme language”.

Inside the language editor is a search bar and you can type in “One or more” and that field should come up right away.

Feel free to adjust the messaging to better suit your business and customer needs. Hope this helps!