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. 

[starfishecoshop]

Thanks Alegra for looking into this so thoroughly.

I will check the potential browser problem, but as in both cases the customer or myself were able to complete the purchase the following day despite entering the same information, there must be some glitch, either in Square's system or in their browser's system, that causes this problem intermittently, otherwise we would not have been able to go back the next day, enter the same info and then have success. 

I think Avonbeachsup's message today testifies to this.

[tonydow]

The problem in giving you the details you mentioned is often not possible as the issue is at the customer’s end who has probably given up so we would never know about it.

[starfishecoshop]

Hi Alegra,

As this is still happening months after the engineering team made the manual address the default, I'm not sure how repeating  "this should prevent customers from getting error message about their addresses not being supported" is supposed to help??

I appreciate that there was a problem linked to the old drop down address menu and that for many customers, changing it to a default manual system has solved their problem, but there is obviously a separate issue here.

As Twiggy says, it could be linked to Google Pay and Apple Pay but I don't think either of my customers tried to pay that way.

I'm hoping that your engineers will find the source of the problem and sort it out so that we don't lose any more business. I like all of Square's features and website system (although the lag is a bit worrying at times) and I really don't want to have to switch providers.

Thanks for all you are trying to do.  

[Breffni]

Hey @starfishecoshop, I completely understand your frustrations and concerns here. 

I know it can sound repetitive, I'm just going off what I have got since this was a wider issue. I tested myself with the postcodes provided but couldn't replicate the issue.

I've created a new case with your specific account details and information the postcodes working one day but then not the other. I'll let you know what they come back to me with. I appreciate you giving us the time to look into this. 

Also thank you @Twiggy for helping out here! ⭐

[starfishecoshop]

Ok. Thanks Allegra.

[AvonbeachSUP]

I'm having the same issues - "incomplete shipping address" but with no error highlighted so customers won't know how to resolve or fix the issue and will simply not proceed with their order. See web-capture below, error is there but nothing is showing as incorrect. There is no space after the postcode 

Is there a way of adding something to the page to prevent auto-fill if that's the issue?  OR putting a note to say "Please ensure there are no spaces in your postcode" if that's the issue. But nothing seems to work

[elliestreasures]

Hi "Avonbeachsup", I have been following this topic with interest as I periodically get a customer saying they are unable to complete their order at checkout, although after a few attempts they sale does eventually go through (I do wonder how many sales I've lost though!).  I had a play myself last week, taking screen shots at each stage of checkout, but no issues arose.  I do also feel that a helpful hint alongside the "incomplete shipping address" would be helpful (the missing area highlighted perhaps).  Looking at the screen shot I'd say the customer needed to select the "State" - i.e. ENG, but it may not be obvious to some.  One of my customer's also found the "incomplete shipping address" popped up when she hadn't selected a shipping rate - it took her a while to realise this - again a helpful hint would have prevented the frustration and possibility of a lost sale.

[AvonbeachSUP]

Hi Elliestreasures, That's the problem isn't it, it sometimes works but we'll never really know how many orders we've lost due to the issues. The website itself and the POS works great, however it's that last bit that could and probably does lose us sales. All that needs to be done is highlight the field that is the "error" (pretty much any other provider does this) I'm seriously considering moving to someone else but that will be a vast amount of work to start from scratch again! It's a shame as everything else is really good, effective and simple to use. Hopefully it'll get fixed!

[elliestreasures]

Let's hope so!

[tranguyen]

Just want to jump in here for a moment @elliestreasures @AvonbeachSUP — thank you for keeping an eye on this and for the suggestion.

I can definitely see how it can be helpful for the incomplete fields to be flagged up in red so customers can complete their checkout. I've created a ticket with our engineering team so they can look into adding this in, and will follow up when I have an update from them!

[elliestreasures]

Brilliant!  Thank you so much.  Elaine 👍

[tranguyen]

Hey @AvonbeachSUP @elliestreasures, I hope you're keeping well! I just want to let you know that our team has made some changes to the checkout page recently and now, if a customer tries to place an order without completing all the fields, they'll see that particular field flagged up in red along with the message of Incomplete Shipping Address.

I also saw that you have a popup on your site about the 0 before the phone number throwing off the checkout page @AvonbeachSUP — I test this on my end but couldn't fully replicate the issue. If possible, can you send me a private message with a screenshot of a number you're running into an issue with at checkout? I can definitely ask the team to look into this for you.

Let me know if there's anything else I can do for you!

[elliestreasures]

Thank you so much! I know this will be such a help for customers at checkout.  Elaine 😊

[AvonbeachSUP]

Hi Tranguyen, it seems to work fine now, I haven't tested it on mobile or Iphone as yet but the desk-top version is now working perfectly. With a 0 or without it. 

Flagging up the incorrect field should solve the problems

Thanks for your help in finally getting this resolved

Graham

Avon Beach SUP 

[Geoffhunt1]

I think this has gone on for long enough now. In my opinion you have a serious intermittent defect that your engineers are incapable of resolving to make a robust and reliable commercial product. Can I ask that you now escalate this as a matter of urgency to the management for them to respond to this group in respect to refunds and discounts to our business who are affected by this issue. Can you escalate this specific UK issue to the CEO and a) confirm to us the receipt of the request and b) confirm the timetable for response and appropriate compensation. I think we can all assume that if we do not do not get a reply on this thread that we are not valued customers and that we can leave and post reasonable reviews to warn others.

[Emma_]

Hi @Geoffhunt1, I can appreciate your frustration. We will be happy to escalate the issue to our engineering team so they can take a further look but in order to do so, we do require some examples of specific postcodes or addresses this is happening to and the error message that is showing, as well as other details like the browser the customer is using, the device model they are using and if possible, even a video showing the error.

The best thing is to contact our Support team directly as they can help you troubleshoot in real time and be able to check account specific details, as well as reproduce the issue on the phone with you as well.If you wish to file an official complaint, you can definitely do so. We've outlined our complaint process here.

[ColinAlden]

Hi Folks,

I've just finished setting up my website ready for launch (polishedstudio.co.uk/shop) in the UK and during testing I have discovered the same problem...

Select item - tick

Add to cart - tick

View cart - tick

Checkout page - tick

Enter address from drop down menu - "This Address is not supported, please select another."

Try entering address manually - "This Address is not supported, please select another."

Also only comes up with international shipping option not domestic.

Help please.

Regards

Colin.

[ColinAlden]

Hold that thought...might have fixed it...

[elliestreasures]

Colin, did you get sorted in the end?

[k_atie]

Hey @ColinAlden, sorry to hear you've encountered this issue. Did you manage to fix it? If not, have you tried the steps provided by @tonydow? (thank you! ⭐️)

If the issue persists, could you please provide a link to your website? I'll then be able to escalate this to the relevant teams to further investigate. 

[Twiggy]

You need to go to your settings in online and change the areas you ship to - unless you ship globally - 

Go to online in your dashboard

Scroll to fulfilment 

click shipping. 

create a shipping zone  - Like UK

Yiou can have different shipping zones / rates / weights etc 

try that an see where it gets you.