Issue: Some customers in certain Australian regions report they can’t complete checkout, while others can. Merchant has a country-wide shipping zone and believes all regions are enabled. Reports suggest it may occur on mobile.
Current checks: Support asked to verify all regions/states are enabled within the Australia shipping zone and to test checkout using affected addresses. The merchant confirmed all regions are ticked and couldn’t reproduce the issue on desktop or mobile.
Possible causes: Either a shipping-settings condition preventing rates for some addresses, or browser/device-specific issues (e.g., caching). Exact error message remains unknown.
Recommended actions:
Notes: An attached image wasn’t viewable; screenshots are central to diagnosis.
Status: Unresolved/ongoing. Key unknowns: the specific error text, whether the problem is mobile-only, and which regions/addresses are affected.
Hi There,
I’m getting an error where some people are able to order the product online, whereas with others within a different region seem to be unable to.
I’m not sure how to fix this at all as I have shipping zones set up for the entire country for that product?
Would anyone know what to do? Thank you!
Hi, @Functionals .
By different region, do you mean a different country? Or are you referring to different states or provinces within the same country? So for example, customers ordering from the United States in New York can’t seem to order, but customers in California in the United States are able to order successfully?
If this is the case, can you navigate to your Shipping and delivery settings within the Shopify admin, and check that all regions, states or provinces for your specific country have all been enabled?
For example if it’s for the United States, you can go to your United States shipping zone > click the ellipsis (…) > Edit zone > search for United States from within the list and ensure that all 62 states have been selected from the checklist.
If you’ve made sure that all regions, states or provinces have been selected, can you navigate to your website’s checkout to conduct some testing on the addresses that have run into errors in the past? Can you also let me know and share a screenshot here on your reply if you’re seeing any specific error messages? As this will help us further troubleshoot the situation.
In the meantime, I’ve also previously shared a couple of posts in regards to a shipping issue. Feel free to have a read of it here and here, to see if the troubleshooting steps there may help with your situation too.
Let me know how you get on.
Hi Kimi,
It is within the same country (Australia), I have all regions ticked as per
below. I have been informed it was a problem on mobile ordering, not sure
if that has anything to do with it or if it would still be a problem on a
desktop. I am asking for a screenshot of the error and hopefully will be
able to get one soon!
[image: image.png]
Ah gotcha, thanks for the confirmation. I wasn’t able to see the image you attached, but I trust that you have all the regions ticked under your Australian shipping zone, as you mentioned.
Have you done some testing on your end, using addresses from different regions? If you haven’t already, I encourage you to do so to see if you’ll run into the same errors that some of your customers are running into.
Feel free to also reply here with a link to your website, and I can conduct some testing of my own on your checkout using test addresses.
Hi Kimi,
So far I’ve tested addresses and found no problems on both desktop and
mobile. This is not the first time I’ve had customers come back and say
they could not order so I’m wondering if I was overlooking something or if
there could be another issue, say with different browsers etc?
Would you happen to know if anything there could impact it?
Warmest Regards
Thanks for testing the addresses on your end, @Functionals .
When it comes to potential browser caching issues, it would depend on the errors your customers are running into. If they see a specific error message, chances are there may be a feature within your shipping settings in the Shopify admin that may be preventing them from seeing shipping rates on checkout. If you’d like to double check and fully rule out any browser errors however, feel free to send the below to your customers if more reach out to you with the same issue:
For further troubleshooting on your account however, I recommend reaching out to our live support team via our Help Center here. In this way, we’ll be able to authenticate you against the correct store in order to securely access it from our end to conduct a more in-depth investigation of your shipping settings.
