Shipping doesn't work

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Topic summary

Main issue: Customers in Quebec cannot complete checkout because their addresses are flagged as ineligible for shipping.

  • Context: New Shopify setup for a Quebec-based company aiming to ship within Quebec.
  • Setup: Purolator shipping configured through an app connected to NetParcel; API linkage appears successful, and NetParcel confirms the Purolator connection.
  • Symptom: Checkout returns an “address isn’t eligible for shipping” message for customers, blocking order completion.
  • Impact: Orders cannot be placed despite the carrier integration appearing active.
  • Request: Help diagnosing why shipping eligibility fails despite the confirmed carrier link.
  • Status: No suggestions or resolution provided yet; issue remains open.
Summarized with AI on January 15. AI used: gpt-5.
1

Hi! I’m new to Shopify and currently working for a company in Quebec. We want to be able to ship to customers within Quebec. I’ve set up all the details with our Purolator account and the API for their app (which is connected to NetParcel). I can also see in NetParcel that we are successfully linked to Purolator.

However, my customers still can’t complete their orders because the checkout says their address isn’t eligible for shipping. I don’t understand why this is happening.

Can anyone help?

2

You said a lot about having accounts with different companies and this company is connected to that company and you set up all the details with some other company… Please keep it with the scope of Shopify.

Luckily, Shopify does have a help section about this. https://help.shopify.com/en/manual/fulfillment/fulfilling-orders/shipping-labels/shipping-carriers/purolator

1 Like
3

It’s all within Shopify. Our shipping option is Purolator, so I contacted Purolator and completed everything required on their end (I needed an API key to link the Purolator app through Shopify). I also confirmed with a Purolator representative that everything is correctly linked.

However, it feels like Shopify thinks Quebec isn’t included in my shipping zone, even though it’s the only province I selected for Canada.

4

How is anyone supposed to help if you don’t provide setting information, screenshots, links, etc.? It could’ve been complicated. Or it could be as easy as the shipping profile. Who knows. All anyone knows is you have purolator quebec netparcel that doesn’t work.

5

Stop Step back, learn the ropes first,
https://help.shopify.com/en/manual/fulfillment/setup/shipping-profiles
setup BASIC shipping profiles and test them that are WITHOUT third parties; especially MULTIPLE third parties.
Then add new variables in the mix, then to yourself rhetorically describe what you are doing as you retest EACH step like customer would experience it.
Before you bring in others, e.g. https://stackoverflow.com/help/minimal-reproducible-example

It is not, for third party issues contact those third parties.
You’ve got too many moving parts with vagueness & ambiguity for external actors to even being to guess at the city sized possibilities.
Other people don’t have your setup or magic access to your setup, nor access to multiple third parties your creating a unicorn set of requirements.