HELP! address for online check out STILL not working for customers!

[Botanicalbrow]

Hi friends, when clients/customers go to check out items online for shipping, when they put in their address it says it is not supported. I've tried everything to trouble shoot and have taken other square users advice about not letting the address auto populate but it's still not working. Any help would be great as we are losing out on online orders!

[faheem · Accepted solution]

Hi @Botanicalbrow - we show that message to buyers when an address is not in one of your shipping profiles. Every country or state that you want to ship to needs to be included in a shipping profile, or else, we'll reject customers from ordering to that address.

Right now, you have a shipping profile that only allows shipping to 11 US territories, not any of the 50 states. 

To fix this, head here to your shipping settings, scroll down to the 'Shipping profiles' section, click 'Edit' next your profile, scroll to the 'Shipping to' section, click 'Select States' and check the box near the top left of the popup to select all 50 states. Then, Save.

Finally, when reviewing your shipping settings, I noticed that you have a flat rate profile, and, another shipping profile based on order totals that offers free shipping over $200. It looks like you may have set this up with the desire that customers who order more than $200 will get free shipping on their entire order. Instead of your setup, I recommend deleting the second rate based on order totals, and instead adding a Free Shipping rate on orders over $200.