Multiple customers have encountered issues when placing orders. Who can assist us?
Recently, several customers have reported encountering the following message when purchasing one of our products:
**“Sorry, ‘product title’ can't be shipped to the address you selected. Please remove the item or select another address.”**
Even after changing their addresses, customers are still unable to proceed with the purchase. We have tested various addresses ourselves and encountered the same issue. We have confirmed that the problem is not with the addresses themselves, as other items in the same shopping cart can be ordered without this warning.
We have reached out to Seller Support to investigate our product and settings, and they informed us that there are no issues on our end. Has anyone else encountered this situation? What could be causing this issue?
Multiple customers have encountered issues when placing orders. Who can assist us?
Recently, several customers have reported encountering the following message when purchasing one of our products:
**“Sorry, ‘product title’ can't be shipped to the address you selected. Please remove the item or select another address.”**
Even after changing their addresses, customers are still unable to proceed with the purchase. We have tested various addresses ourselves and encountered the same issue. We have confirmed that the problem is not with the addresses themselves, as other items in the same shopping cart can be ordered without this warning.
We have reached out to Seller Support to investigate our product and settings, and they informed us that there are no issues on our end. Has anyone else encountered this situation? What could be causing this issue?
4 replies
Seller_nRFmxiQg4EGrw
What type of item are you selling that is having the problem?
Are all of the problem addresses in the same state? Is it possible that your product is not allowed in certain states (probably California) and HAQM is blocking that?
Is this product on the same shipping template as your other products?
Michelle_HAQM
Hi @Seller_vBKhb8HwWx5Sa,
Thanks for reaching out. Can you please provide me with your case ID so I can take a look. Some products are restricted to certain states due to state laws. It could be that one of your items is correctly restricted where the other hasn't been properly restricted yet. Once you provide a case ID, I can take a look.
Regards,
Michelle