Hello!
I just recently started my business and I have a customer having an issue with her address not working.
I have attached a screen shot of what it’s saying! It is in my shipping zone, so I’m not sure how to help her!
thank you!
Topic summary
Issue: A new store owner reports a customer’s address being flagged as invalid despite being within a defined shipping zone.
Context and evidence: Initial screenshots were missing; later provided images show the error message (images are central for diagnosing the exact error wording).
Initial guidance: Support requested screenshots and shared a troubleshooting guide for shipping rates to check common causes.
Most recent analysis: Support asks whether UPS Standard rates are enabled. If so, and the customer’s address is outside the US or Canada, the error is expected because UPS Standard only supports US/Canada. For international destinations, the merchant should enable/use UPS Worldwide services instead.
Alternatives: If UPS rates aren’t enabled, the troubleshooting guide covers other possible causes. If unresolved after checks, open a ticket via the Help Center so support can review account settings directly.
Status and next steps:
- Merchant to confirm if UPS Standard is active and whether the customer’s address is outside US/Canada.
- Adjust shipping services (enable UPS Worldwide) or continue troubleshooting.
- Create a support ticket if the issue persists. The discussion remains open pending the merchant’s update.
Hey, [email removed]Emileej95!
I would love to help you with the issue you’re currently experiencing. The screenshot of the error is really helpful, however, I can’t seem to find it in your post. It looks like it wasn’t attached. Could you please share it again so I can take a closer look at the error and investigate?
In the meantime, please refer to this help doc on troubleshooting shipping rates as it may resolve the issue. Do let me know how it turns out.
Looking forward to hearing from you!
Thanks, [email removed]Emileej95! Do you have UPS shipping rates, specifically UPS standard, activated in your store? If you do, and this customer has an address outside of the US or Canada, an error is appearing because this UPS shipping service only works for shipping addresses in the US and Canada. For you to ship to other regions, you would need to use UPS worldwide. You can learn about their services on this page.
If you don’t have UPS shipping rates enabled, please go over the doc I previously shared on troubleshooting shipping rates. It covers and discusses all of the other possible causes of the issue and it will likely resolve the problem. If none of the above fixes it, please visit our Help Center to create a support ticket. Our support team will be happy to access your account and investigate further.
Feel free to update me on the issue and I’ll help you out in any way I can!