Let me preface by saying that I only deliver to the US and US deliveries and checkouts work fine. I am using the most up to date dawn theme.
The issue occurs when someone has purchased using a foreign address on Shopify before, it defaults them to using this foreign address and meets them with a “No delivery available - These items will be removed from your cart because there are no delivery methods available for your address.”
Fair enough, if they’re still in the UK let’s say, we don’t ship there. The problem is the issue occurs if that same user wants to ship to a US based location which is supported, they have no ability to change the address in the checkout screen! (See screenshot).
This has two unfortunate side effects.
Multi-national users are unable to purchase and deliver my product in the US
I believe it is impacting my Google Merchant Center “Website Needs Improvement” suspension, as the product appears in stock but if you go to checkout and you have any cookies from previous carts in other countries addresses, it says unavailable.
Anyone have any guidance or advice on this? Ideally a user would be able to change their address to a valid US one rather than being unable to complete checkout in any way.
Pavlo here from Zapiet Merchant Support. It’s unfortunate to hear your customers are having troubles checking out. I will try to help what I can.
I do not see the screenshot with the error message in your initial message. Could you please re-attach it to your next reply?
Does the checkout look like involving Shop Pay? Or made through Shop App by Shopify? Those usually persist with the saved values from respective customer accounts.
Seeing the issue (the checkout page) would be of much help to assist you further. So looking forward to it!
Normally, when a customer clicks on the pre-saved address on the Shop Pay checkout page, they must see a dropdown of other addresses used earlier and the option to add a new one. It must also be possible to edit the addresses from the customer’s account, more information here: Edit your Shop Pay shipping addresses.
If the error pops up before any changes can be made, I definitely recommend contacting Shopify support team as it doesn’t look like expected behaviour.
You can also try deactivating Shop Pay if it causes more issues and churn rather than convenience: Deactivating Shop Pay. It might work as a permanent or temporary solution while Shopify gets back to you to assist.
I agree, the customer should normally be able to see other addresses or adding new ones, but they do not get this option. Instead they are immediately met with the screenshot and ejected from the checkout flow!
I’ve reached out to shopify support, and after several hours of communications I was informed they use AI to respond and are unable to assist me unless the issue is directly related to something their AI is able to assist with. AKA New issues not applicable :).
As for you last point, Shop is currently where the majority of my online sales are actually coming from, so I’m hesitant to turn it off.
If I know a users having a problem, I can suggest they use a new browser without their cookies and it works. The issue is I’ll likely never really know if someone has that issue :).
Thanks so much for your time Pavlo, but I worry that I’m at the mercy of Shopify until they decide this matters enough to be resolved. And since there’s no more phone support and only AI chat support… I might be waiting a long time.
If you think of anything else, let me know! Appreciate your time and energy.
Sadly not and shopifys “live chat” which admitted to me they use AI was absolutely no help. Let me know if you figure anything out and I’ll do the same for you.
I really need help with this as well. I tried my self to go to checkout and see if it works. The thing is that the orders works fine when i try it through my phone, however when I try it through desktop it gives me the same “no delivery available” I will attach an Image. If any one could please help. Thank you
Unfortunately, I’m still facing the same issue. I’ve checked my locations and shipping profiles…everything seems correct. It’s not ideal to shut down the shop. It would be great to get this resolved.
