Hi all,
I’m facing some issue on my client’s store with B2B companies and the Shopify Advanced plan. We need different shipping rates depending on the delivery postal code. Native Shopify Local Delivery function is not compatible with companies, so we use a third-party shipping rate app. We started with Dr Cart Shipping and then switched to Shipping Rates & Rules. Both behave the same.
Problem
Some of our B2B customers get “order cannot be shipped to your location” error at checkout.*
*
What makes this strange
- I added myself as a contact to the affected customer’s company, with the same permissions as the customer. I do not get the error and can place orders normally.
- I reproduced the test using the customer’s exact location and shipping address (postal code [XX-XXX], exact country, etc.). No error.
- The customer gets the error randomly, whether they use a saved address or type the address manually, and whether the company has one location or several.
What we’ve already ruled out
- Address/postal code format: the postal code matches the zone configured in the app and in Shopify shipping zones.
- Carrier-calculated shipping is enabled on our plan and works for other orders.
- Cart contents: the issue doesn’t depend on products, weight or quantity.
- Currency: we only have one.
- Timeouts: I run Dr Cart app on some other store (without Companies, just classic accounts) and it gives back rates really quick, even if we keep over 90k combinations there, so i guess a problem is not here.
- No delivery customizations or Functions that hide shipping methods, other than the rate app.
- Shopify’s built-in Local Delivery doesn’t work with Companies either, which is why we moved to rate apps.
Additional info
- The Dr Cart app’s logs only show successful requests. There are no entries for the failed attempts, so I can’t tell whether Shopify calls the app at all for those sessions.
- Shopify Support wasn’t able to find the cause, after 2 weeks of fight, they just said to uninstall app and use just shipping rates (what is impossible in our business nature).
Questions
- Is there any known difference in how Shopify requests shipping rates for B2B/Company checkouts compared to regular customer checkouts (e.g. for carrier services or delivery customization Functions)? Dr Cart app uses CCS, the second one is based on Delivery customisation API.
- Could the customer’s Market or catalog assigned to the company location affect which rates are returned, even with a single currency?
- Is there a way to see, as a merchant, whether a rate request was sent for a specific failed checkout, or why it returned an empty result?
- Has anyone seen this behavior with rate apps and Companies, and found a fix?
Any ideas would be appreciated. Happy to share checkout details or screenshots if useful.
Thanks!