thread Re: Square Online: "Shipping address not supported/The store does not ship to the provided addr in Online Store

Square Online: "Shipping address not supported/The store does not ship to the provided address"

Robber — Fri, 17 Dec 2021 11:06:00 GMT

The title of this thread has been edited from the original: Uk orders no longer going through

Im UK based, this started about 7 weeks ago and despite occasionall emails from Square Support it is still ongoing.

This started randomly and now effects all UK orders (US ones seem to be fine)

the customer will get to checkout and be told that there address particularly the postcode is not accepted for shipping.

One minute square blame Google the next they have no idea. I can't go on like this loosing business and it seems no nearer to being fixed. Is anyone else having this issue. I was happy with square and my online shop but after 2 months and many escalated cases no end is in sight. Support is slow and unhelpful despite many screenshots sent. With a heavy heart I'm off to shopify I have no choice! Square seem to either not be interested or have given up which is unacceptable either way! Anyone else had this?

Re: Uk orders no longer going through

Emma_ — Fri, 30 Jul 2021 10:19:35 GMT

Hi @Robber, really sorry to hear you are experiencing an issue with UK orders and your cases are not resolved with Support team. When the customer has made sure there is no space between or after their postcode, and that it is all in upper case, the payment is accepted. Can you share a link to your online store? I will have a look into it with our team.

Re: Uk orders no longer going through

Robber — Fri, 30 Jul 2021 10:28:39 GMT

Hi Emma

If that's the case why could the support team not have mentioned this in the last 7 weeks? They have been pointing the finger at Google maps!!!!

https://stained-glass-kiln-pieces.square.site

Re: Uk orders no longer going through

Robber — Fri, 30 Jul 2021 10:37:30 GMT

This is what you (Im guessing this is you) wrote before: No mention of post code capitals or spaces etc

Hello

a colleague of mine was able to complete a test order without any issue so I would need the exact address used. The issue does not seem different than before which means it's still Google's API data that is being sent incorrectly.

Emma

Advanced Support Tier 2

Re: Uk orders no longer going through

Emma_ — Fri, 30 Jul 2021 11:24:32 GMT

Thanks for sending these on @Robber ! We have several Emma in the company across different teams.

I have tested it on my end and don't see any error message. This might be related to something else that our Support team can look into further and check the specific transactions. Please give us a call on 0800 - 098 8008, 9AM- 5PM. When getting in touch, please let them know the transactions attempted, where the issue is occurring (on Square Online site, checkout link or a third-party integration) and our team will be able to help.

Re: Uk orders no longer going through

Robber — Fri, 30 Jul 2021 12:42:06 GMT

This is ongoing for 7 weeks now and is supposedly being looked into. I can't keep waiting and unfortunately have lost all confidence in square. I was already to upgrade before this happened but not now. It works for US transactions but no longer for the UK ones. Ringing up will no doubt take ages and will just set off the same escalated process

K think 7 weeks is more than long enough for square to sort this

I've uploaded screen shots of the transaction problems before what else can I do. I'm exasperated! Shopify will have to be my begrudging solution

Re: Uk orders no longer going through

Robber — Fri, 30 Jul 2021 13:54:28 GMT

[Personal Information Redacted]

Re: Uk orders no longer going through

Emma_ — Fri, 30 Jul 2021 14:42:25 GMT

@Robber, really sorry again that you are experiencing this. From the screenshot above, it doesn't look like the postcode is the issue. It is better to have someone to check the specific transactions. The Seller Community is a public site and I am unable to give you any account and transaction specific information here. I am sending you a private message shortly.

Fulfilment - shipping address is not supported, please select another

Jasonb — Sun, 01 Aug 2021 18:57:56 GMT

I have a customer trying to place an order through my square online webshop using shipping for fulfilment. When selecting their shipping address, the address appears in the dropdown list but when selected it shows "this address is not supported, please select another".

I have tried entering an order using their address and get the same results.

If I try entering an address in any neighbouring streets it accepts it, so does not appear to be anything to do with my regional settings.

Any ideas anyone?

Re: Fulfilment - shipping address is not supported, please select another

tranguyen — Tue, 03 Aug 2021 09:56:59 GMT

Hi @Jasonb, sorry to hear you're running into this issue! I've sent you a direct message there just to get some additional information that will help me look into this further. Please check your inbox when you have a chance.

Re: Uk orders no longer going through

AnnikaH — Mon, 30 Aug 2021 13:14:13 GMT

@Emma_ We've been experiencing this issue too - customer typed a part address then selected from the drop-down, but when they paid with Apple Pay (on iPad with current version of iOS), Square's checkout came up with the "Incomplete Shipping Address" error.

We've also had an issue where they typed the address, and it came up with an error "Selected shipping method is no longer available, please select a new shipping method". We only have two shipping methods - free for UK orders, and £15 for the rest of the world, so there is no other option for them to choose!!

It's happened twice today alone, and we've had to resort to processing payments through PayPal to keep the orders, which obviously is not sustainable.

Re: Uk orders no longer going through

Robber — Mon, 30 Aug 2021 15:24:44 GMT

They contact me with lots of plausible explanations but it still doesn't work I don't think they have a clue as to whats happening. I've had to give up promoting my square store unfortunately and opened a different one. Shame because when it worked it was great!

Re: Uk orders no longer going through

tranguyen — Mon, 30 Aug 2021 16:10:08 GMT

Sorry to hear you're running into this issue as well @AnnikaH! I've just sent you a DM there to get a bit more information to help me look into this on my end.

@Robbert I'm really sorry that the team wasn't able to provide you with further clarification. I've also send you a DM just now to get a bit more information about your open case.

Re: Uk orders no longer going through

Robber — Mon, 30 Aug 2021 16:56:47 GMT

You've had all the information, you've run tests blamed it on mobile phones, reception , Google maps.its been escalated time after time, nice chats on the phone but It's a joke! Works fine for America but I've had exactly the same problem as AnnikaH . There's is a glitch in your system that completely undermines the reliability of the product. No reliability = losing custom. As I said its a shame because when it worked it was good.

Re: Uk orders no longer going through

tranguyen — Tue, 31 Aug 2021 11:06:00 GMT

I can appreciate your frustration @Robber. I'm not too familiar with the case myself and want to make sure I have all the right information with me before I investigate further to make sure I'm not missing anything. If you can send me some of the information over DM, that'd be much appreciated. Even if it's just whoever was chatting to you last on the phone as I can try to follow up with the team that way.

Re: Uk orders no longer going through

Robber — Tue, 31 Aug 2021 13:31:08 GMT

I've sent all the info over before screenshots etc. If your really seriously about sorting this you should be able to access all the infobyou need from my recent chats with you all. Frustrated does not get close!

Re: Fulfilment - shipping address is not supported, please select another

alyharose — Sun, 19 Sep 2021 12:38:01 GMT

Hi, did you manage to sort this? i’m having the same issue 😞

Re: Fulfilment - shipping address is not supported, please select another

Jasonb — Mon, 20 Sep 2021 07:27:03 GMT

Hi, no I didn't. I provided further information and it was supposedly being referred to the technical team in America, but I had no further response. I did try chasing this a couple of times, but again had absolutely no response.

My customer had their order delivered to another address in the end.

Re: Fulfilment - shipping address is not supported, please select another

tranguyen — Mon, 20 Sep 2021 11:34:58 GMT

Apology for the delayed reply @Jasonb and sorry to hear you're also experiencing this issue @alyharose!

This has been flagged to our engineering team and they are working on a fix that will address this issue. We're hoping to get it resolve shortly. I'm currently waiting for a confirmation for when the fix has been release and to confirm that it does resolve the issue fully. Once that is confirm, I'll be sure to follow up on this thread with more updates.

Re: Uk orders no longer going through

Twiggy — Sat, 02 Oct 2021 13:42:14 GMT

The postcodes and zip codes are an issue - Squares card postcode / zip code security is global - whereas many UK card merchants do not cover cards issued in other countries ( They do not check the postcode just the 3 digits on the reverse of the card). which can cause chargebacks - not CSV2 cleared. We find the address thing very American as it does not allow for house names etc I will bring this up at the next super sellers meeting and see what the online team say.