I have had my store for several years and I ship worldwide. Suddenly my store site is telling my customers, that I do not ship to states in the USA. I am in the USA . No shopify customer service… Now what???
Lee
Mammoth Ivory Creations
Hi Lee,
Pavlo here from the Zapiet team. I came across your post and thought of giving you a couple of ideas where to check for the issue root.
- Go to Shopify settings > Shipping and delivery > General profile (If you have more profiles, check them the following way too). Check your zones and what states/countries they include. If some are lacking there, please add them: Click three dots next to the zone > Edit zone > Search for regions, countries and/or unfold the dropdown list for the US to select specific states.
- Check your rates under the respective zone. I am not sure about your setup, but here’s what you need to have in mind:
a) If you use third-party carriers connected through Shopify, like UPS, USPS, DHL, postal services, make sure your accounts with the companies are up and running and your credential are correct. You can edit accounts or connect new ones in Settings > Shipping and delivery > Carrier accounts:
NB! If you do not see carrier accounts but a warning by Shopify that they are unavailable and you need to enable carrier-calculated shipping, it means your current Shopify plan doesn’t allow connecting to third-party carriers and rate apps. If you want to use (to continue using) them, you need to upgrade your account. Here’s the exact information as per Shopify:
To use third-party carrier-calculated shipping, you must be on the Shopify Advanced or Shopify Plus plan. If you’re currently on the Shopify plan, then you can opt for the monthly fee to add this feature or switch to yearly billing. Third-party carrier-calculated shipping isn’t available on the Basic Shopify or Shopify Starter plans.
Once the carrier accounts are set up, make sure you add the carrier to your zone(s). Go back to General (or any other) profile > Find your shipping zone > Add rate > Use carrier or third-party app.
b) If you use third-party rate apps, like our Zapiet - Rates by Zip Code or Zapiet - Rates by Distance, you also need to make sure you have the carrier-calculated shipping enabled and the apps added to your zone. Apart from that, the issue may be caused by incorrectly configured rates within the app, any bug, recent update, or else on the app’s end. Consider contacting their support team.
c) If you have manually added rates, check that they cover all weight and order value ranges. For example, if you only have shipping rates with the condition for the order value to be minimum $100, and no rate for the orders under that amount, the buyers with smaller carts will receive the same error message you report.
Those are the main aspects that must be checked and corrected for shipping to work for your US customers. Without further details and screenshots of your actual rate configuration, it is difficult to instruct you more precisely. I hope it helps anyway!
Warm regards,
Pavlo from Zapiet Merchant Support
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