Delivery addresses missing

[WildfirePizza]

With the upcoming 50p charge for delivery I thought I’d switch my site to delivery only this week. Out of 5 orders today, 3 people have messaged me to say their address isn’t in the system!

I’ve also tried with their addresses and am unable to find them. In order for them to place an order I’ve had to switch back on Collection and ask them to leave a comment with the address to deliver to.

Can the address lists be updated? One of the streets missing has been here 10 years, the other has been here 5 years!

i will have to switch to Collection only and make it clear in the description that I will deliver to the address they leave in the comments!

[tranguyen]

Hi @WildfirePizza, sorry to hear your customers are having trouble with the delivery feature.

Our engineers are aware of this issue and are working to resolve it as quickly as possible. Once they have a solution in place, I'll be sure to reach out and update you here as well.

[Kamran]

Hello

I have this problem as well.

How can you help me

[tranguyen]

Hi @Kamran, really sorry to hear you are experiencing this issue! If possible, can you let me know a bit more information about what's happening when customers try to select their address for delivery? 

If the customer is not seeing a particular address, please send me a DM with the postal code and I can try to troubleshoot it further on my end here. 

[Kamran]

Hi @tranguyen 

I tried to order by myself and for some post codes, sometimes I received “this is is not in delivery area” message and sometimes I can order.

my costumers have this problem as well.
my delivery areas are on Lancaster university campus.

[tranguyen]

Thanks for letting me know @Kamran! Hmmm, is the delivery setup based on post code or by radius? If you can let me know a bit more about the current delivery setup and which address is being flagged as not within the delivery area, I will be able to test this further on my end.

Since it's related to addresses, feel free to DM with the information!

[Kamran]

by radius

but some times customers cant order

[tranguyen]

Hey @Kamran, thanks for letting me know! The first thing we need to do here is check what the current radius setup is and whether the address used by the customer is within the radius. 

If the address entered is within the radius set and the error message still come up, please contact our Support team directly as they will be able to check this further and raise it to our engineering team if necessary. 

[tranguyen · Accepted solution]

Hi @WildfirePizza, hope you are keeping well!

I just want to reach out and let you know our engineering team have rolled out a fix recently to help with the address validation issue. Customers should now be able to search using their postal code.

Please let me know if this has help at all!

[tonydow]

@tranguyen Does this fix allow for spaces in the postcode (in the middle or at the end)?

[tranguyen]

Hey @tonydow, so this would only apply to customers who are looking to validate their address for delivery. It won't affect how postal code is accepted at checkout right now.