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

[Robber]

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?

[tranguyen · Accepted solution]

Hi everyone!

I just want to follow up and let you know that our engineering team has made the manual address entry the default for shipping at checkout. This will prevent customers from getting error message about their addresses not being supported. The change has been rolled out yesterday and is currently live on all sites. 

I appreciate your patience as our team worked to resolve this. 

[tranguyen]

Thanks for flagging this @lunaserensoap - the issue is currently still being worked on by our engineering team. They have since added an option for customer to enter their address manually when getting this error but it isn't completely finish just yet. 

For the moment, if customers are getting a message that their address is not supported or if there's an error checking out when selecting from the address autofill dropdown, what they can do is delete the information. Once they do that, there should be an option coming up saying "Enter Address Manually."

I've attached a video below that hopefully will help!

[lunaserensoap]

Thank you for your reply and work around, I hope it's fixed soon

[lunaserensoap]

Digging around the square website, I found examples of "good" websites built with square online. On one suggested site, during checkout there is only a manual entry option. Auto fill address isn't there, so is there a way to turn it off? The website is beautymarkedvintage.com

[Jennie1]

My customer has tried to ente their address manually and it still keeps coming uo with the same problem, I have even experiented myself with a variety of addresses and still the same problem|| I was thinking of upgrading to a paid plan but until this problem is sorted out I am seriously starting at the beginning with another e-commerce provider.

Can you let me know how soon this problem is likely to be sorted as I am losing customers hand over fist.

Jennie1

[tranguyen]

I'm sorry to hear that the customers are still getting the address not supported error message even when they are entering them manually @Jennie1. I've sent you a private message just to get some more information to help me look into this further.

The engineering teams are prioritising a complete fix for this and are working on implementing a more robust fix. I'll be sure to follow up as soon as I have a confirmation that the issue is fully resolved. 

[IraTheobold]

I have the same problem on my site, is there an estimated timeframe for this to be resolved? I have only recently started my site and this is not a very professional look for my customers.

[tranguyen]

Hi @IraTheobold, thanks for your post. From checking in with the engineering team, they are currently reviewing a permanent fix for this issue and are testing it before rolling it out. I don't want give a definite date right now in case there are any issues with the fix but I hope to have a more concrete update by the end of this week. 

[IraTheobold]

Thanks for the update,  I am in the process of moving my site to another provider but may look at Square again in the future.  The lack of basic address functionality and not having any integration with Royal Mail in the UK helped me make this decision.  Good luck in the future.

[Jennie1]

We have also moved to another provider but will check in from time to time to see if this problm has been resolved.

[AnnikaH]

@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.

[Robber]

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!

[tranguyen]

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. 

[Robber]

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.

[tranguyen]

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. 

[Robber]

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!

[Twiggy]

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.

[Ria]

Hey @Twiggy - Thanks for making mention of that.

Your feedback is always appreciated. 

I'll be sure to escalate this to our engineers to bring more visibility to this issue. We want to be sure that the post codes system works flawlessly internationally as well. 😊👍

Please let me know if there is more information on the issue that you would want mentioned in this ticket.

[Twiggy]

We are used to putting a space between the first identifier and the second. The first code is the county outside of London.{ London weirdly has No NE or S postcodes} , then street area zone numbered 1- whatever, often ancient land rights, wards , voting areas, normally and often named after the local church or the communally used well from years ago, in that area. Eg st Mathews, Finsbury, . The second what side of the street. Numbers run even on your right and odd on your left as you start the road or depart from central London as the epicentre. There is only one road in central London. Charing Cross road. The main mile stone is on that road. Every other address is a street, crescent, passage, square avenue or more or word phrase place name. The below postcodes have streets, lanes, ways avenues etc or more no roads ! W1 WC1 WC2.  Many rural parts of the UK have house names - often huge areas - no lighting - so we have to ask for natural land marks like ponds. Big trees. War memorials. British red post boxes and churches. The usa especially SF and La has kerb numbers . Yes it’s kerb in the UK . I think If you get this right now , you could be leaders as you expand into areas using non grid / red zones / pedestrian / 

[tranguyen]

Hi everyone! I just want to follow up on this issue as I know it has been ongoing for a while.

Our engineering team are still working on it but they have since added an option for customers to enter their address manually when getting error around their postcode are not supported for shipping or not found.

For the moment, if customers are getting a message that their address is not supported or if there's an error checking out when selecting from the address autofill dropdown, what they can do is delete the information. Once they do that, there should be an option coming up saying "Enter Address Manually." I've attached a video below that hopefully will help!

The prompt will also appear when they first enter their address as well.

Hopefully this will help!

[Jim_TheLazyFrog]

Hi. This is still a problem. Waiting for customers to call in and complain about a problem with the checkout, so that we have the opportunity to say "ignore the auto-address, fill it in manually" is NOT a viable solution. Not only is it a horrible user experience, a good number of customers won't call in, they'll just abandon the purchase and possibly leave negative feedback on review sites.

Entering a UK postcode pulls up a list of valid addresses, but if you select one, the postcode is truncated (e.g. RG40 2AY simply appears in the list as "RG40"). You then get the "Address not supported. Please select another" message. See image below...

If you manually edit the selected address to correct the postcode, the error goes away provided you don't click any of the pop up suggestions (see below), but customers won't know to do that.

As this totally breaks the checkout flow, I'd suggest this is an urgent problem that needs escalating if it's still an issue weeks after being reported.

[aurore]

Hello!

I had messages for my website https://www.labonneexcuse.co.uk/ today as people cannot proceed to the payment with there uk address, they go with the same message...

I tried to see the back office, try myself in private navigation and different devices but i doesn;t work anymore, can someone help me? 

Thanks a lot