Not shipping to a region? - Problem for a downloadable product

[meljen]

I have had my shop running for a couple weeks with no trouble at all. I sell 100% digital products and I use Paypal Express.

For some reason, I have had two customers notify me this evening that they cannot process their order, they receive an error that says I'm not shipping to their region at this time, 'please try again later'.

Does anyone know what might be causing this? I have received orders from several countries so far, and I haven't seen this before.

Please help, I don't want to leave my customers hanging!

[Ajeh]

Where are you located?

Where where these two customers located?

What shipping module(s) are you using?

Have you a link to your site that we could perhaps peek at?

[meljen]

http://meljensdesigns.com

I only have the free shipping module activated, I believe, since I only sell digital products. So, technically no shipping at all. And all of my products are considered virtual of course, and I use Paypal Express as I mentioned above.

I also found out that the gal having trouble is the ONLY one having trouble, and she lives in Texas. I live in Washington state. I'm starting to think it might be user error. She didn't give me ANY details of what she was doing when she received the error. I also have not heard back from her yet.

Thanks for the response.

[Ajeh]

Sounds like user error ... I created an account with both an Ohio and Texas address and no issues ...

I created an Order and made a Purchase and no issues all the way through ...

See if you have any others who say that there are problems ...

[DrByte]

While this is not exactly the same as the symptoms you describe, it's worth a try:
http://www.zen-cart.com/showthread.p...82#post1139882

[meljen]

Hello again Dr. Byte! The funny thing is you helped me with that virtual product fix before, and it's what got my shop working.

This is the ONLY gal who has had this problem so far, and I've made more than 200 orders already in just about 2 weeks, and they're from all over the world.

I really dislike it when a customer comes to me with a problem like this. I asked her for more details, and she finally wrote back today with nothing more than 'I tried again and I get the same error'. .... sigh

[DrByte]

I would suggest you turn on debug-logging so that you can audit what's going on when she tries it again: http://www.zen-cart.com/showthread.p...Logging-PayPal

[meljen]

Thanks Dr. Byte. I will read that in detail when our family returns from dinner tonight.

I wrote her again and asked for more details, that might help too.

[meljen]

Okay... so I don't know if this helps or not, but she wrote back.

Apparently the problem happens in the shop before she can even access Paypal, on the 'Step 1 of 3 - Delivery Information' page. She showed me that she entered her information. She sees: 'Your order will be shipped to the address at the left or you may change the shipping address by clicking the Change Address button.'

She also sees this:

Not Available At This Time
Sorry, we are not shipping to your region at this time.
Please contact us for alternate arrangements.

I just plain don't understand why she is seeing this. Is she even supposed to access that page? I thought that with Paypal Express / virtual products, it bypasses the delivery info / shipping page? Or do I have that confused with something else? I'm wondering if she bookmarked a page that she wasn't supposed to bookmark before I changed settings in my shop.

Of course, I could be 100% wrong.

Any continued advice would be greatly appreciated.

[DrByte]

Sigh.

PayPal Express Checkout has 2 modes:

a) The big orange PayPal button on the shopping cart page
- click that button
- you're redirected to PayPal, to login and choose how you will pay later after the total is determined
- returned to the store to select shipping, taxes, coupons, etc
- confirm final purchase amount

b) Click the normal non-PayPal "Checkout" button
- login to the store, creating an account if needed, supplying address information
- select shipping
- select a payment method (ie: PayPal or any other choice the storeowner has enabled) and enter any coupons, see tax amounts
- confirm final purchase amount

Clearly she's using "b" if she's saying it happens before she even sees PayPal.


And the message you quoted is coming from your shipping modules ... so that means the address she's entered doesn't match up with any modules you've enabled. So, either you've got your enabled modules configured to only work in certain zones (instead of setting the Shipping Zone in each enabled module to --None--), or whatever she's buying has shipping rules that don't work with any enabled modules, or the products she's buying are marked as physical items and thus the shipping cannot be bypassed (as opposed to being automatically bypassed when all the items in the cart are downloads or marked as virtual).