"There are no carriers available that deliver to this address"

[zandrauppzala]

Apologies in advance for the long description of this issue, but the error “There are no carriers available that deliver to this address” seem to be happening randomly, and I’m trying to provide you with as many details as I can.

 

I’m a UK based retailer, running Prestashop 1.4.8.2. I ship pretty much worldwide and have got 4 different shipping zone configured: UK, Europe, Worldzone 1 and Worldzone 2. The system has been configured to calculate the shipping costs according to weight; however for the UK I have a flat rate in place, unless the orders are above £60, where there is no charge. In order to be able to manage free shipping for the UK only, I’m using the localized shipping module by Presto-Changeo.

 

On four different occasions now I’ve been made aware by customers that they are receiving the error “there are no carriers available that deliver to this address” at check out, and I’ve tried to replicate the problem at my end using their post code and address, but have been unable to do so.

 

The first customer who received the error was a UK based customer. She was using IE9 and tried clearing the cache before accessing the site again, but still got the same error. I then deleted her account from the database and she re-registered and was then able to check out successfully.

 

The second customer was based in Denmark and accessed the site on her Ipad with Safari. Also in this instance did the clearance of cookies not help, it was not until I had deleted her details on the database and she had re-registered that she was able to check out without any error.

 

The third customer is based in Italy and using IE. Just like the two previous ones she has tried clearing her cache before accessing the site again, but it didn’t help. Once again I deleted the customer account and she has re-registered – I’m still waiting to hear back from her.

 

The fourth customer is a UK based customer that had ordered from me previously (why I did not want to delete her details on the database). She was using IE and tried clearing her cache, but that didn’t help though so she switched browser to Chrome but nevertheless had the same error upon checkout. She then tried one more time to checkout using IE and was able to check out without receiving any error.

 

As you can tell, the error is happening to customers in different countries, using different web browsers. I’m clueless; would be most grateful for any ideas to what the issue might be. This is very urgent since I obviously don’t know how many customers just take off when they receive the error at checkout. Many thanks in advance!

[El Patron]

you said "The system has been configured to calculate the shipping costs according to weight; however for the UK I have a flat rate in place, unless the orders are above £60, where there is no charge."

 

Do you have modifications to your prestashop installation to support this or are you using native prestashop without code changes?

 

did you upgrade to 1.4.8.2 or is this your original install?

[zandrauppzala]

Many thanks for your reply. 1.4.8.2 is the basic install. We are using the “localized shipping” module by Presto-Changeo to manage the free delivery for the UK. The code changes implemented are classes/Cart.php and classes/Order.php to add packaging weight to each order as per this forum topic: http://www.prestashop.com/forums/topic/75866-solvedhow-to-add-packaging-weight/ Apart from this, only cosmetic changes, i.e. changes in the css files have been made.

[zandrauppzala]

Hello again,

Is there anyone else who has experienced this problem and has an idea of what's causing it? The Italian customer whose scenario I described above now seems to be able to complete the checkout after having deleted her account and she has re-registred. Unfortunately though, this approach did not work with another customer, based in Indonesia. :-(

Edited September 11, 2012 by zandrauppzala (see edit history)

[El Patron]

I would contact Presto-Changeo directly with your issue to see if it's related to your shipping modifications.