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Checkout Errors

If you are seeing any of the symptoms below, there may be a problem with how your shipping methods are set up.

  • You or your customer receive "Unfortunately one or more items in your cart can't be shipped to your location. Please choose a different delivery address." when checking out
  • Your customer does not see a shipping quote that should show up (e.g. no USPS quotes show up)
  • Trying "Get a quote" when testing a shipping method does not do anything

These symptoms occur when the shopping cart cannot find a working shipping method for the combination of products and shipping address the customer has entered. Read through the sections below to determine what is causing the error and how to resolve it.

To change the wording of this error message, see these instructions for steps on changing the content of this error message.

 
 

Unable to Generate Shipping Quotes

When producing the list of shipping options for the customer, the BigCommerce shipping manager runs the following process:

1. The shipping manager looks at the customer's shipping country, state/province, and zip code, and finds the shipping zone that most closely matches.

  • If no zones match, it gives the "Unfortunately we can't ship to your location. Please choose a different delivery address." error.
  • If a shipping zone does match, it goes onto the following step:

2. Looks at flat-rate shipping methods inside that zone. It weeds out flat rate methods that do not apply due to weight or cost restrictions (such as non-applicable Ship by Weight ranges, Ship by Order Total ranges, or free shipping over $X methods)

  • If there are no shipping methods with usable services left, it gives the "Unfortunately we can't ship to your location. Please choose a different delivery address." error.
  • If it finds services that match, it goes onto the following step:

3. Sends the product weights, dimensions, and your user information to the real-time quote provider (if you have real-time quotes set up for that zone). The real-time quote system will process these and return shipping quotes. If the real-time quote system has trouble processing the product weights or dimensions (e.g. they are out of range or not entered) or the user information, it will send an error back to BigCommerce.

User-added image

  • If BigCommerce does not receive ANY viable quotes from ANY of the real-time quote systems, it gives the "Unfortunately we can't ship to your location. Please choose a different delivery address." error.
  • If BigCommerce received any errors, it will display them in the Store Logs.
  • If it is given any quotes that match, it goes onto the following step:

4. The checkout page displays all viable flat rate services and/or real-time quotes.

To troubleshoot, you will need to identify which of the first three steps the error is stemming from. Use the following process of elimination.

 

Check if 'Preview Advanced Shipping' is Enabled

By enabling Preview Advanced Shipping, the shipping rates and quotes generated by ShipperHQ at checkout can be previewed by store users logged into the control panel before enabling them live for your shoppers. This includes clients and BC staff.

This can prove useful for confirming the client's settings at ShipperHQ have been configured correctly before publicly surfacing them to their shoppers.

 

Check Your Shipping Zones and Address

1. Go to Store Setup › Shipping.

2. Check the Shipping Origin address. Make sure you have the correct country, state/province, and zip/post code. If it is not correct, real-time quotes cannot be processed. It often helps to make sure the city, state, and zip code match by putting your address into Google Maps.

3. Look at the shipping zones listed under Shipping Settings Options. If you do not see any countries or custom zones that appear to contain your customer's address, that is why they are receiving the error. Verify you have all the countries set up that you want to do business with.

If you do see your customer's country, proceed to step 4.

4. If your customer's country is listed, click Edit next to it.

Edit button highlighted next to a shipping zone in Shipping Manager

5. On the zone page, click Edit zone in the top right corner.

Edit button highlighted in the top right of the shipping zone details page

6. Depending on the zone's type, do the following:

  • Selection of countries - If the customer's country is in the list of Countries, skip to the next section. If not, you have found the problem.
  • Selection of states or provinces - Check the country and the list of states/provinces. If you see your customer's state/province, skip to the next section. If not, you have found the problem.
  • Advanced selection - Check the Country and the list of zip/post codes. If you see your customer's post code exactly as they have entered it, skip to the next section. If not, you have found the problem.

Sometimes customers will provide their zip/post code in a format other than you have entered it (such as entering a 9-digit zip code or leaving out a space in the postal code). If this appears to be the problem, try using wild cards in your zip/postal codes. This will account for any variations in format.

 

Check the Flat-Rate Methods

If you do not have any fixed rate methods (Free Shipping, Ship by Weight, Ship by Order Total, Flat Rate) set up, skip to the next section.

1. Click the Edit button next to each fixed rate you have set up.

2. Make sure that your customer's order falls inside one of the ranges you have specified. If it does not, make sure that you have included a default shipping cost. The default cost is what the customer will be charged if their order's weight falls outside the specified ranges. If the order falls outside the ranges and there is no default shipping cost, this method will not be used by the system in step 2 above.

3. If none of your flat-rate methods contain an applicable weight range or a default shipping cost, the system will rely only upon working real-time quotes. If you have not enabled real-time quotes, you must edit your flat-rate methods to allow your customer's order.

 

Checking the Real Time Shipping Quote Systems

Check the store logs to see what errors were returned by the real-time quote systems.

1. Go to Server Settings › Store Logs.

2. You will see the errors from the real-time quote system. Clicking the + next to it for further details may give a more specific error message. Common errors include products not having dimensions, being over the weight limits, or incorrect user information.

Use this information to determine whether there is a problem with your product weights and dimensions, your user information, or the API connection.

 

Common Real-Time Shipping Quote Errors

Package exceeds weight limit

Each shipping quote provider has weight limits for their different types of packaging. Check the individual packaging limits in the "Additional Information" section of each shipping article to see if your customer's combination of products exceeds it.

A workaround for potential product combinations that will exceed the weight limit is to create a weight table for all orders that might exceed the weight limit. For example, if you are using UPS (weight-limit 150 lbs), you would create a weight table for 150-1000 lbs, and assign it a flat rate. This way, any potential orders that exceed 150 lbs will be charged that flat rate instead of receiving an error. See Troubleshooting | Real Time Shipping Quotes for more information.

Invalid Weight

Orders receiving an invalid weight limit may contain products that don't have weights or don't have dimensions. Dimensions are now required for most real-time shipping quote providers.

Weights and dimensions can be added by editing a product manually or exporting your products in bulk, adding the information to the Weight, Height, Width, and Depth fields, then re-importing your products.

Origin postal code must be specified

This error results from having an incorrect Shipping Origin address in Shipping Manager. See the steps above.

 
 

Error: Your selected shipping method is no longer valid

Error Message: "Your selected shipping method is no longer valid. Please return to the shopping cart and checkout again."

Screenshot of the error message

Possible Cause: This error message will display to your customers if you have the following discounts configured, and they happen to fall into the following scenario.

  • Cart-Level Discount: Configured to give Free Shipping if a specified order total is exceeded. For example, Free shipping on orders over $100.
  • Coupon Code: Configured to give a price discount. For example, $10 off order total.

With a cart-level discount and coupon configured in this manner it is possible for a customer's cart to trigger the free shipping cart-level discount because it passes the minimum order total you have set, but then use the coupon code at checkout and reduce their order total to below the free shipping minimum.

The options available to your customer at this point are to either add more items to their order so that their order total still exceeds the minimum for free shipping after the coupon has been applied, or to simply choose an alternate shipping method.

 
 

Incorrect Tax Charged

If the tax was incorrectly charged, follow these steps to determine why:

  1. View the order in the control panel.
  2. Look at the order total, then the tax. What percentage should have been charged?
  3. Multiply the order total both with shipping and without shipping by that percentage.
    • $100 w/o shipping * 8% = $8
    • $110 w/ shipping * 8% = $8.80
  4. If the tax is incorrect, go to Store Setup › Tax
  5. Check the Calculate Tax Based on:
    • If Billing: Find what country, state, and ZIP are shown under the billing address on the order
    • If Shipping: Find what country, state, and ZIP are shown under the shipping address on the order
    • If Store Address: If you wish for customers to be charged tax based on their location, you should change this setting to shipping.
  6. Now that you've figured out what address the system is basing the tax on, open up Tax Rates & Zones.
  7. Have tax zones been created?
    • If yes, find the zone which the customer is inside of & select Edit Rates
    • If not, continue below
  8. Now that you are editing the rates for the zone which the customer is inside of, are there one or more rates inside?
    • If there are no rates, you need to set them up. See Manual Tax Setup
    • If there are rates, continue below
  9. Compare the rates shown with what you determined should be charged earlier
    • If the rates are different, adjusting them
    • If the rates are the same, continue below
  10. Most commonly, products are set to use the Default Tax Class. If you've adjusted this, go through each item in the order to ensure that Default Tax Class is selected for that product. Tax Class settings can be found by clicking more pricing when editing a product.
    • If the products are set to the wrong tax class and the rate for that class is incorrect, adjust either the tax class or the tax rate
    • If the products are set to the correct tax class, continue below
  11. Perform a test checkout on the store adding the exact same products the customer used and checkout with the same address.
    • If the checkout shows the incorrect amount, continue below
    • If the checkout shows the correct amount, continue below
  12. Open Customers › Customer Groups. Do groups exist?
    • If no, settings have very likely changed in the store since the customer placed the order. Unless you're able to successfully reproduce the error, this issue should not happen again.
    • If yes, continue below
  13. Go to Store Setup › Tax.
  14. Open Tax Rates & Zones, select edit zone for the zone the customer is located in.
  15. Does the tax zone apply to all customers in the store?
  16. Check which group the customer is in, compare with the different tax zones.
    • If the customer is in the correct group but should have been taxed, adjust the zone to apply to customers in that group.
    • If the customer is not in the correct group, move the customer to a different group.
  17. If there is no other resolution, create a case for further investigation.
 
 

No Tax Charged

If no tax was charged on an order, follow these steps to determine why:

  1. View the order in the control panel.
  2. Verify what percentage the customer should have been charged.
  3. Take note of the location of the billing and shipping address. 
  4. Open Store Setup › Tax
  5. Check the Calculate Tax Based on.
    • If Billing: Find what country, state and ZIP are shown under the billing address on the order
    • If Shipping: Find what country, state and ZIP are shown under the shipping address on the order
    • If Store Address: If you wish for customers to be charged tax based on their location, you should change this setting to shipping.
  6. Check to make sure that the country and state is spelled correctly and not using the abbreviation version. For example, TX will not work, it must be Texas.
  7. Now that you've figured out what address the system is basing the tax on, open up Tax Rates & Zones.
  8. Have tax zones been created?
    • If yes, find the zone which the customer is inside of & select Edit Rates
    • If not, continue below
  9. Now that you are editing the rates for the zone which the customer is inside of, are there one or more rates inside?
    • If there are no rates, you'll need to set them up. See Manual Tax Setup
    • If there are rates, continue below
  10. Most commonly, products are set to use the Default Tax Class. If you've adjusted this, go through each item in the order to ensure that Default Tax Class is selected for that product. Tax Class settings can be found by clicking more pricing when editing a product.
    • If the products are set to the wrong tax class and the rate for that class is incorrect, adjust either the tax class or the tax rate.
    • If the products are set to the correct tax class, continue below.
  11. Perform a test checkout on the store adding the exact same products the customer used and checkout with the same address.
    • If the checkout shows the incorrect amount, continue below.
    • If the checkout shows the correct amount, settings have very likely changed in the store since the customer placed the order. If you're unable to reproduce the error, the issue should not happen again, but our support team will be happy to investigate further if it does.
  12. Open Customers › Customer Groups. Do groups exist?
    • If no, create an escalated ticket for further investigation.
    • If yes, continue below
  13. Open Store Setup › Tax
  14. Open Tax Rates & Zones, select edit zone for the zone the customer is located in
  15. Does the tax zone apply to all customers in the store?
    • If yes, create a case for more investigation.
    • If no, continue below
  16. Check which group the customer is in, compare with the different tax zones.
    • If the customer is in the correct group but should have been taxed, adjust the zone to apply to customers in that group.
    • If the customer is not in the correct group, move the customer to a different group.
  17. If there is no other resolution, create a case for further investigation.
 
 

Common Payment Gateway Errors

Payment gateway errors occur when BigCommerce has sent order information to the payment gateway, and then the payment gateway returns the error to BigCommerce. If this article does not include the error that you are experiencing, we recommend that you contact the payment gateway for information on what the error means and how to resolve it.

Common reasons for errors include:

  • incorrect credentials in your payment gateway setup (Store SetupPayments)
  • trying to perform an action (such as a refund or capturing payment) after an expired time limit
  • the customer is using an expired or invalid credit card number, or the card has insufficient funds
 

Where do I find the error message? Errors may show up on the checkout page, but will always appear in the store logs.

 

Amazon Pay

For a full list of error codes, see Amazon Pay | Error Codes.

 

Authorize.net

 

Error: This transaction cannot be accepted

Cause: Your transaction key was entered into BigCommerce incorrectly or has expired.

Resolution: Regenerate the transaction key, add it to BigCommerce, then test the connection. Steps are provided below.

1. Log in to Authorize.net's Merchant Interface.

2. Regenerate the transaction key.

3. In the BigCommerce control panel, go to Store SetupPayments. Go to the Authorize.net tab and paste your new transaction key under Transaction Key.

4. Save your changes. We advise running a test order to ensure that the issue has been resolved.

 

Error: The referenced transaction does not meet the criteria for issuing a credit

Cause: Authorize.net transactions can only be refunded after approximately 24 hours. Until then, the transaction has not been fully processed.

Resolution: Wait until the order is at least 24 hours old and re-attempt the refund. If the error persists, contact Authorize.net support and provide the order's transaction number (under the order details).

 

Error: The merchant login ID or password is invalid or the account is inactive

Cause: This error message can be the result of one of the following:

  • your account is inactive
  • your API login was entered into BigCommerce incorrectly
  • your transaction key was entered into BigCommerce incorrectly or is invalid

Resolution: Regenerate the transaction key, add it to BigCommerce, then test the connection. Steps are provided below.

1. Log in to Authorize.net's Merchant Interface.

2. Regenerate the transaction key.

3. In the BigCommerce control panel, go to Store SetupPayments. Go to the Authorize.net tab and paste your new transaction key under Transaction Key.

4. Save your changes. We advise running a test order to ensure that the issue has been resolved.

 

NMI

Error: Override Duplicate Threshhold Not Allowed

Cause: The Allow Merchant Override setting is not enabled in your NMI virtual terminal. This can only be enabled by an NMI representative.

Resolution: Contact NMI Support and ask them to check the Allow Merchant Override setting in the Processor settings.

 

PayPal

 

Error: Seller accepts encrypted website payments only

Cause: This error is displayed because your PayPal Account Profile is set to only accept payments from encrypted buttons. This condition interrupts the payment process and displays the error message.

Resolution: Turn off Encrypted Website Payments in your PayPal account. To do this, follow the steps below.

1. Log in to your PayPal account.

2. Click Profile icon to the right of the page next to the Log out button.

3. Once the popup appears click Profile and settings.

4. On the left click My selling tools from the menu.

5. Click Update to the right of Website preferences.

6. In the Encrypted Website Payments section, select Off.

7. Click Save.

 

Error: Instant Payment Notifications are failing

Cause: This issue can occur if your customer exits the checkout process before returning back to your store from PayPal (e.g. not clicking "Return to [store] to complete your order"). Learn more.

Resolution: Enable the IPN and set up an auto-return URL. Setting up an auto-return URL will automatically return your customers to your store so that they don't need to click the link.

 

Error: Security Header is Not Valid 10002

Cause: This error indicates an issue with the login information you are using for your PayPal connection.

Resolution: Remove your credentials, then re-enter them. If you copied and pasted the data, make sure there are no spaces before or after the information. We recommend first pasting them into a text editing program such as Notepad or TextEdit to ensure this.

If you continue to have issues, contact PayPal Support to have new credentials generated, then enter those new credentials (again pasting into a text editor to avoid extra spaces).

 

Error: The transaction was refused as a result of a duplicate invoice ID supplied

Cause: This error is seen when an account is being used or has been used with a different store. The Order IDs in your BigCommerce store are the same as those used with your other store, so PayPal is rejecting the transaction as a duplicate.

Resolution: To resolve this issue, you will find your other store's highest order ID and set BigCommerce order IDs to be much higher to ensure that there is no overlap.

1. In your PayPal account, locate the most recent order for your old store. (This will be the one with the highest order number.)

2. In BigCommerce, go to Store SetupStore Settings and click on the Miscellaneous tab.

3. Scroll down to Order Settings. Enter a new Starting Order Number that is higher than the most recent order number for your other store. We recommend going up by at least 1000, or more if your other store is currently active.

 

Error: Response code: 23. Response message: Invalid account number

Cause: The customer entered an incorrect credit card number.

Resolution: Since this is an issue with the customer's credit card, there is not much you can do without having the correct credit card info. If you want to reach out to your customer, the Order ID is provided in the error message. You can look that order up in the Orders section and use the email address provided in the order details.

 

Error: Response code: 26. Invalid Vendor Account

Cause: This error message can be the result of one of the following:

  • you just activated your account
  • the login information is incorrect

Resolution: Ensure your account is at least an hour old. New accounts do not become active until at least an hour after it was created. Verify that all values (User, Vendor, Partner, and Password fields) are both correct values and proper case (all values are case sensitive).
 

 

Error: You do not have permissions to make this API call

Cause: PayPal Express checkout could be disabled in your PayPal Account settings:

Resolution: In your PayPal Account settings, under My Selling Tools, check under API access. Manage PayPal checkout settings and select  Accept Paypal payments before API permissions are set up and click Submit. 

 

PayPal powered by Braintree

For a full list of error codes, see Payments in BigCommerce: Declines.

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