Customers are not able to put an order

Meichen_Pan
New Member
4 0 0

About 50% of our customers are not able to put an order through our website. They are trying to put an order to pick up. When they checked out, there’s an error message at the checkout saying that the product they add to the cart is not available for shipping while there’s no button to switch to pick up as well. 

It started recently and we didn’t change anything on our side. Does anyone have the same issue?

Replies 13 (13)
Hank
Shopify Staff
Shopify Staff
1102 128 175

Hi, @Meichen_Pan,

Hank here from Shopify.

Sorry to hear this is happening to you, did you notice when it first started and is it still happening?

Or are you seeing any trends other than just when orders are placed for pick up?

I will just share this guide about how to set up the local pick up option within Shopify, just to ensure that the steps are correct.

If you share your store URL, I can take a look at this on my end also.

All the best,

Hank

Hank | Social Care @ Shopify 
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Meichen_Pan
New Member
4 0 0

Hi,

All the order has been affected. When I turned the Delivery option on, some of the customers are still not able to check out.
Here's my store URL: https://e-dtc.myshopify.com/

Hank
Shopify Staff
Shopify Staff
1102 128 175

Thank you for sharing your URL which allowed me to check the order on my end.

I noticed that I had no issue when placing an order for pick up, are you seeing an error when you try this?

 

22-30-p13w0-lfta9

 

 

The only error I saw was when I tried to select delivery, it advised there were no shipping methods. Have you any shipping rates set up within your store? Or do you offer local delivery?

 

22-29-38wx5-5d537

 

Let me know what errors you and your customers are seeing, but I think it is just in relation to delivery, I see no issue with local pickup.

 

Hank | Social Care @ Shopify 
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Meichen_Pan
New Member
4 0 0

Hi Hank! 
Yes we are not opened delivery right now. For some of our customer, there’s no issue with the check out process, while a lot of other customers cannot pick up at all. Do you know what can trigger that?

thank you 

Hank
Shopify Staff
Shopify Staff
1102 128 175

Has any of your customers shared the error with you or what they are seeing?

The only issue I can see on my end is if a customer selects for delivery instead of pick up, as you mentioned you have no delivery rates set up.

Hank | Social Care @ Shopify 
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Meichen_Pan
New Member
4 0 0

My customer told me that they have had multiple attemps at check out using their Credit cards, however after they hit the submit button, the page hop back to their shopping cart. Hence the order could not be placed. Several customers who had this issue told me that they could only check out with paypal, while most of them can not checkout with both credit card and paypal.

Hank
Shopify Staff
Shopify Staff
1102 128 175

You should be able to see the reasons why these orders failed within the abandoned checkout area of your admin. 

But what I can do is take a closer look, to see if there is anything other than what I have advised may be the issue, which could just come down to a mixture of user error, as well as the lack of shipping rates being available and this option selected.

As this is account specific, I will just need to verify your account. I will send you an email to the email address attached to this forum's account and confirm some security questions about your store.

Once you reply to that email, I will look into this further for you.

Hank | Social Care @ Shopify 
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charhourston
New Member
1 0 0

This is happening to me too and nothing was changed on my end. My customers in the US and Canada both are saying the checkout won't accept their address for shipped delivery. 

Hank
Shopify Staff
Shopify Staff
1102 128 175

Thanks for reaching out, @charhourston!

Have your customers advised of the error message they are seeing and also is it for local pickup/delivery or affecting all orders to the United States and Canada?

Can you share your store URL so I can see this on my end or if you have any screenshots that might assist me with this?

When did you first notice this happening?

Hank | Social Care @ Shopify 
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MariemP
New Member
4 0 0

I had a similar issue yesterday with Canada post shopify rate and it was due to a probleme with my ''default'' package size.
Even tho my package size does ship with canada post and technically does respect shopify parameter for a ''box package'', It wouldn't work and would show
shipping as unavailable for both US and international orders.
Hopefully it helps

Hank
Shopify Staff
Shopify Staff
1102 128 175

Thank you for your insight, @MariemP it is very much appreciated!

I just want to confirm that this issue is now resolved for you? 

Hank | Social Care @ Shopify 
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MariemP
New Member
4 0 0

Hi @Hank 
Well I would love to understand why this is happening and why was my packaged causing this issue if it is respecting the shopify specification for a package.
(unless I misunderstood them in which case I would love to hear how that's actually working)
I did indeed find a work around and managed to make it work. But this is indeed still a work around.
I had to enter a ''fake'' packaged that will now be used to calculate the shipping rate as opposed to my actual package which is less than ideal.
I shouldn't have to ''hack'' the system to make this work.
Any insight?

Hank
Shopify Staff
Shopify Staff
1102 128 175

Can you tell me a bit more about what is happening as I'm not entirely sure I have understood your query?

When you mention your package, do you mean the default package located within Settings > Shipping or a range of packages within this section? Was it working prior to when you first noticed this or has there always been an issue with the product package type?

Or if you are needing more tips with regard to package types for Canada post, I have this guide from their website also.

There is of course some unsupported package types within Shopify shipping also, which I will share below.

 

31-03-mf10s-jajwvLet me know a bit more, and I'll continue to assist to ensure we have the best setup for your store.

Hank | Social Care @ Shopify 
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