This is the second time this has happened. When my customer had tried to check out it says the item cannot be shipped to that address and i don’t know why. Help please
Hi there, @Sooolexi .
Thanks for reaching out in our Community forum. This is Luna, from Shopify! I’m more than happy to look into this with you.
To gather some more context, may I ask where the customer is hoping to ship to? The first thing I suggest is to browse your shipping zones to ensure that you’ve covered their location. For example, if they are in the United States you will need to have a shipping zone set up for their state within the US shipping zone.
This error can also occur when there are missing gaps between the different shipping rates or having overlapping weights. Shipping is based on the total value or weight, depending on how you have set up your shipping rates. If for example, you have set up your rates by order value then you should have a rate for every possible scenario without any gaps.
In the example below, you can see there are no gaps in the rate options possible based on the total order value. If for example, the customer’s order is totaled at $14.99 they will pay $5 for shipping. Whereas, if their order comes to $15 they will pay $10 for shipping. An error may occur if there was a gap and their order total was not accounted for in these settings:
If all of the options above are accounted for, can you please share with me a screenshot of your shipping settings?
Looking forward to hearing back from you,
They are trying to ship it in the United States
Hey there, @Sooolexi .
Thanks for getting back to me. I really appreciate that context.
Is this error occurring for all your customers in the United States? Or, only customers in certain states?
If you are still facing setbacks with this, we’ll need to access your account in order to look into your shipping settings together. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center and log in to your account to create a support request.
Warmly,
Yes please if you can it happens to practically anyone. It won’t let them place a order.
Hey, @Sooolexi .
Sorry to hear that this is ongoing! To address this further, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Center and log in to your account to create a support request. From there, our team will be able to authenticate your account and take a closer look at your shipping settings.
All the best,