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. 

[GeoffHunt]

Hi Colin,

if you read the issues above you will see the answers from square are very much based around you helping yourself as they have literally no idea what is wrong with this cheap American software build. All they will do is send you in a great big circle while your customers go mad. You will need to put a message on your website to warn customers and get them to contact you direct if they have problems. The only affective thing is to moan like crap on any review platform you can find in the hope they will actually get off their backsides, do proper testing and repair for UK customers. Sorry to be the bearer of bad news. You may get a placatory message from some person in California but don’t be fooled they really are there to keep you away from the site owners who have frankly given up and seem to be  just running it as far as they can till the custom falls off. 

[upallnightstudi]

I'm having the same issue. I just signed up, but used the Square checkout for years. My customers are unable to check out now due to the same address glitch.

[Twiggy]

Sadly it’s now customer facing issues - over which we have no control-  like customers not putting in “ state” especially in the UK (we only have 4! ) and they still omit to fill this correctly.

We do not offer shipping - only local delivery 

[Breffni]

Hi @upallnightstudi, welcome to the Seller Community. 

Sorry to hear you're running into this. The original issue on this thread has been resolved now, so I'd be happy to take a look at your account and do some testing.

Feel free to share your site and some post codes that you have run into an error with (you can private message me the post codes) and I can dig into this. 

[TheWillet]

I am having the same issue. Many customers not able to purchase. I am looking for a new way to do an online checkout. All I need it for is for memberships to my non-profit. Square has been useless. What service have you used instead? I am in Canada FYI. Thanks.

[HoAlohaHui]

I'm replying to your initial post almost 2 years later.

I'm having the same issue.

I spent almost 4 hours on the phone for an issue that got resolved only to find this new issue about the shipping address.

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

It's extremely frustrating to lose business. I sent an email to Square describing the issue with screenshots and hopefully they'll get back to me soon.

What has your experience been with Shopify so far?

[Breffni]

Hi @HoAlohaHui thanks for your post. 

Sorry to hear you're running into this. As Tra mentioned above, our engineering team made the manual address entry the default for shipping at checkout to prevent this error from occurring, however, this was a UK address issue and it looks like you may be based in the US - so that may be why this fix is not working for you. 

Thank you for raising this with our support team, that would be the quickest way to get this looked at! 

[HoAlohaHui]

Thank you! Could you please share the link to the US community? Thank you again!

[Breffni]

Of course, here is the US Community. @HoAlohaHui 

[HoAlohaHui]

Thank you so much.