Hi,
My 90% of the customers are not able to checkout because of the error which says “Shipping cannot be done to the address. Please check the field’s correctly” where in when checked every field is filled correctly and it works when I replicate the address from my end, but doesn’t work on customer’s end. Can someone please help! I am loosing a lot of sales everyday
Hi, @Shoppingpitara
Greetings, and thanks for posting.
This shipping error is generally when the customer’s cart, along with their address, doesn’t have any applicable rates. This can be due to shipping zones, or your store’s weight/price conditions.
To troubleshoot this, you will need to make sure you have set up shipping zones for the customer’s location, as well as shipping rates. If you have these rates already enabled, double-check that there are no gaps in the rates. For example, if you have weight-based rates, and had your rates set up 1-2 lbs, then 3-4 lbs, there is a gap for any order that weighs 2.5 lbs as it falls between the two rates. It would work the same for order prices if you used price-based rates.
I understand this can sound confusing. Thus, please attach a screenshot of your rates for the customer’s zone and I can check this for you. When uploading screenshots please make sure to omit any sensitive store information. It would also be handy if you can provide your store’s domain, as well as the items in one of the failed checkouts.
[image: image.png]
Could you please look into this and help on how to proceed further
Hey @Skye_1 ,
Attaching the screenshot here for a better idea. Please help on how to proceed further
Thank you for providing the shipping screenshot. There are definitely some small gaps which could be causing the issue.
As you can see, you have gaps between .5 kg and .6 kg. This means any order that may weigh .55 kg has no shipping rate applied. To correct this, adjust your rates so they appear to overlap. For example, the first rate of 0kg-0.5kg is fine, but the next rate of 0.6-1kg needs to be adjusted to 0.5kg-1kg, and the final rate adjusted from 1.1kg-2.5kg to 1.0kg-2.5kg. This will fill in all the gaps.
Thanks @Skye_1 .Let me try on this. However, this is also an issue most of the times, where customer’s add the products to cart but unable to see in the cart.
Hi @Skye_1 ,
Facing a lot of issues after one is sorted. The customer’s are not able to see the correct quantity of the products in stock. Unable to add them to cart. The quantities are automatically changing to ‘-’ even if they are correctly updated at the backend
Hi, @Shoppingpitara
If there are issues with the cart, it sounds like a theme issue. What theme are you using, and have you done any custom adjustments to the coding? Additionally, are you using any apps that access your cart pages? If you could also provide your store’s domain that would be great.
Hey @Skye_1 ,
It is www.shoppingpitara.com
Hi, @Shoppingpitara
Thanks for providing the store. The good news is that the cart worked just fine for me. However, I can definitely see some code adjustments have been done, which most likely is causing the cart error.
Unfortunately, as I’m not sure what theme you are using or what adjustments were done, I can’t provide coding instructions to correct this. If this was done yourself, I would revert the theme back to a previous version before the code changes were made. If this was done by a developer, I recommend contacting them to revert the changes. If this doesn’t solve the issue, the best thing to do would be to download a fresh version of your theme and start fresh.
In the meantime, I do have a small recommendation of enlarging your logo a bit! Right now it’s getting a bit lost over desktop due to the size.
Hey @Skye_1 ,
Thanks for all the help. Is it possible that we can get on a 1:1 call anytime soon. It would be of great help.
Also @Skye_1 , I see a lot of my customers complaining for the mobile version of our website. Is there any way we can make it better? The desktop version works perfectly fine, the mobile version doesnt allow them to navigate properly
Hi, @Shoppingpitara
Unfortunately, I work for a team within Shopify that doesn’t have access to live support. That being said, our advisors are accessible 24/7 via the help center to provide you with 1 on 1 support! They are fantastic and can provide you the same level of support and advice.
In regards to your mobile site, I can definitely see what you mean. It essentially has the same issues as the desktop site, where there has been some coding done that has rendered the navigation confusing, along with too many search options appearing.
Are you using a Shopify-developed theme? Or, is your theme from the Shopify Theme Store? If so, I highly recommend reverting back to a fresh version of your theme to remove all the code changes that were done. This should fix your issues.
To download a fresh version of your theme, simply head to the Shopify Theme Store and search for your theme. When you find it select Try Theme and it will download to your store. The theme will be listed in your Theme Library where you can customize it as you please. Once you have finished customizing you can set the theme as your Live theme for it to take the place of your current theme.
Total order might weigh more than 2.5kg.
