Troubleshooting Shopify

A message stating, “no shipping options are available” or, “this order can’t be shipped to the address you entered” can appear for a few different reasons:

• Restricted goods are in the cart.
• Shipping zones in Dashboard are not set up to ship to that country.
• Shipping zones in Shopify are not set up to ship to that country.

Restricted goods in the cart

• If the item in the cart is meant to be allowed to sell internationally, remove the item restriction in Catalog.
• If the item in the cart is meant to be restricted, the restriction is working properly and that is the reason why shipping options are not displayed in the checkout.
  • If you would like the message to be more clear, you can change the language that appears when no shipping methods are available. You can do this in Shopify by going to Online store → Actions → Edit languages. In the field for “Checkout shipping errors,” adjust the language to your liking, then click Save.

Shipping zones are not set up to ship to that country in Dashboard

If shipping rates are showing in the Mock Checkout, it is most likely an issue with how things are configured in Shopify.

1. In Dashboard → Settings → Shipping rates, choose the shipping zone that should contain the country in question.
2. Scroll down to “Enabled countries” and search for the country.
   1. If unchecked, check the box next to the country (if you want to be able to ship there).
   2. Click Save.
3. Scroll to “Enabled service levels” and enable the shipping services you want to offer.
4. Click Save.

Shipping zones are not set up to ship to that country in Shopify

1. In Shopify → Settings → Shipping and delivery, click Manage orders next to your shipping profile (you could have several shipping profiles - you’ll need to do this in each one).
2. Scroll down to your Shopify shipping zones and ensure that you have a zone set up with the country you are interested in.
   1. If Zonos is not in the zone, add it by clicking Add rate.
   2. If Zonos is in the zone, click the three dots to the right of Zonos, then click Edit.
3. Ensure the settings in the pop-up look like this, then click Save.
   1. Zonos is selected in the dropdown menu.
   2. All boxes under “SERVICES” are checked.
   3. The box under “FUTURE SERVICES” is checked.
   4. Both fields at the bottom are empty.

By default, the duty and tax are combined with the shipping cost in the order summary on the right side of the checkout. However, each of the shipping options (on the left side of the checkout) has the shipping cost itemized from the duties and taxes in flat text below the shipping service level name.

If you would like the duty and tax to be on a separate line item from the shipping in the order summary, you’ll need to be on Shopify Plus. Shopify Plus allows you access to your checkout.liquid file to make customizations. If you input the Shopify Plus Bonus Snippet, duties and taxes will display as a separate line item in the order summary on the right side of the checkout page. They will no longer appear on the left side combined with the shipping costs.

This may occur on one of our legacy products, Shopify Checkout.

If you do not want to offer Cash on Delivery, adjust your “Manual payment methods” in Shopify → Settings → Payments.

At the beginning of 2023, Shopify released a new version of its API that changed how order fulfillment is handled. Zonos updated the Zonos Duty and Tax app to ensure its compatibility with Shopify's new API.

You must update the Zonos Duty and Tax app in Shopify to implement the update that Zonos made. If you do not update the app, shipment tracking between Dashboard and your store will stop functioning until the app is updated. To update your app:

1. Log in to your Shopify store.
2. Click on Apps.
3. Click on Zonos Duty and Tax app.
4. At the top of the page, click the Update Zonos Duty and Tax button.

If you do not see the Update Zonos Duty and Tax button, your app is already up-to-date.

If you are on Shopify Basic, you are unable to pick up app updates due to Zonos no longer supporting Shopify Basic accounts. You will need to upgrade to the Shopify plan to update your app. If you stay on Shopify's Basic plan, you will have to manually update the order status and tracking in Shopify when you print a label for an order in Dashboard.