Why won't my product ship to a US address on Shopify?

[Jolanta1]

I just got a message from Shopify today that a product couldn't be shipped to a US location. Apparently a customer was trying to buy it but the system refused to ship it. This is really weird because I offer free US shipping.

I tested the product using the clients' address and I got refusal as well. I tried a few other products in the store and they work OK.

Could someone please help me?

Here's a link to the product in question: https://soulfulwonders.com/products/tarot-card-necklace

The product is dropshipped from CJ.

[Mac]

Hi, @Jolanta1!
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to help.

I understand that you are having issues shipping your products to the address that was entered. This could occur for several reasons. My first suggestion would be to ensure that the customer entered a valid address. They can double check this by using the address that Google displays when it is searched on there. 

My second suggestion would be to ensure that your shipping rates are available for that specific location. Feel free to check out our Shipping Profile guide to ensure that your shipping rates are set up correctly for every product. If you are still having issues, you will also want to make sure that you have inventory stocked to this location. We have a detailed guide that goes over this here. 

If you’d like, feel free to share your store URL and the products in question, along with the products and address, so that I can gather more information about this issue. You can also get in touch through our Help Center where we can take a closer look at your shipping settings. If you see the chat assistant, you can ask to contact support and it'll guide you with your next steps on how to connect with a team member.

Let me know how that goes!

[Jolanta1]

Hi Mac,

Thank you for your reply. I've contacted the Support Team. Everything looks OK on Shopify's end. They say it has probably something to do with the supplier's system and they will be contacting them to find out.

All the best,

Jolanta

[Mac]

Hi again, @Jolanta1!

Thanks for the update.

I'm happy to hear that our team was able to review your settings and that your concern has been escalated. Feel free to update this thread for the benefit of others who may be experiencing a similar issue. 

If you have any further questions, I'll be here to help! 

All the best.