no shipping options available only for some customers

  • Resolved amsterdamquality

    (@amsterdamquality)


    4 months, 1 week ago

    On my e-commerce site running on WordPress with WooCommerce and the GLS – your shipping solution, I offer several delivery options (GLS At Your Door +, GLS express and GLS Pickup Point). These options work well for the majority of clients.

    However, some clients in France report that they cannot choose a delivery method when they reach the payment page. They see the message: “No Shipping Method Available. Ensure That The Address You Entered Is Correct Or Contact Us If You Need Help.”

    My WooCommerce settings are configured to sell and deliver in all countries where we operate, and I have set a default shipping zone for “everywhere else” including all allowed countries.

    Surprisingly, this error message also appears when I test with addresses outside Europe, despite settings that should theoretically cover these regions.

    I am looking for ways to resolve this issue, including:

    Has anyone encountered and solved a similar problem recently? Are there specific settings or checks that I might have missed? Any suggestions on logs or diagnostics I could review to better understand what’s happening?

    I have contacted GLS support who have done tests and the display of services seems consistent on my site…

    The page I need help with: [log in to see the link]

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @amsterdamquality

    From what you’ve described, it seems like the issue might be related to your shipping zone settings in WooCommerce. Even though you’ve set a default shipping zone for “everywhere else”, it’s possible that there might be some specific regions that are not being covered correctly.

    Please go to WooCommerce > Settings > Shipping > Shipping Zones. Ensure that all the regions where you want to ship are correctly set up.

    If everything is correct but the issue persists, for better assistance, share screenshots showing your shipping zone, zone and method settings.

    For screenshots, I recommend https://snipboard.io/ for easily sharing screenshots – please follow the instructions on the page, then paste the URL(s) in your reply.

    Looking forward to hearing from you!

    Thread Starter amsterdamquality

    (@amsterdamquality)

    Here are the screenshots of my shipping zone settings : https://snipboard.io/fnrzBM.jpg

    The issue where some customers see “No Shipping Method Available” persists intermittently. It doesn’t seem to follow a pattern by region or specific postal code, and occurs randomly among different customers in France. This randomness makes it challenging to pinpoint the cause.

    GLS support confirmed that their extension checks the availability of services based on the postal code and country of the shop and the destination address, but they have not found inconsistencies in their tests.

    Could there be any other WooCommerce settings or server configurations that could be interfering with the shipping methods’ visibility on the checkout page? Any logs or diagnostics you can recommend I check to understand better what might be happening?

    Best regards,

    Plugin Support Shameem R. a11n

    (@shameemreza)

    Hi @amsterdamquality

    Here are the screenshots of my shipping zone settings : https://snipboard.io/fnrzBM.jpg

    Based on this screenshot, you haven’t set up any shipping zones yet, and there’s also no shipping method added for the “Rest of the World” zone.

    You’re using GLS for shipping handling instead of the default shipping handler, which is where the issue seems to be originating. If GLS can’t provide a shipping option, WooCommerce won’t be able to offer one either, since you haven’t added any.

    Please note that, GLS is a third-party plugin, and we don’t provide help & support for 3rd-party plugins or themes as they’re outside our support scope. It would be best to reach out to the plugin developer for further assistance.

    I wish I could help more, but hopefully, this gets you going in the right direction to get some further insight.

    Thanks!

    Thread Starter amsterdamquality

    (@amsterdamquality)

    Hi Shameem,

    I understand that as a third-party plugin, it falls outside the support scope of the WooCommerce team. I have indeed been in contact with GLS support and they have clarified that their extension only manages the availability of GLS services and should not impact other shipping methods. They’ve also tested and was not able to replicate the issue, just like me. But given that my website exclusively uses GLS for delivery options, it seems that the problem might indeed be on their end. I will contact them again for further assistance.

    However, it is strange because a similar issues have been reported on a French forum from 2017, where users faced the “No Shipping Method Available” error with different plugins like “Colissimo” and “envoiemoinscher” without finding a solution (https://woofrance.fr/forums/topic/aucune-methode-de-livraison-disponible/#post-521357). This makes me wonder if there could be an underlying issue with WooCommerce settings or interactions with certain plugins.

    Thank you for your help and guidance in this matter; it is much appreciated.

    Best regards,

    Hi @amsterdamquality

    Feel free to relay that forum thread to the support team of the GLS plugin in use at your site, as it might be helpful.

    Just to clarify, as WooCommerce provides the base e-commerce functionality, the responsibility to work well with it falls on the team of the plugin that extends the core WooCommerce functionality.

    I hope this is helpful! Please let us know if you have any further questions or concerns.
    We will be happy to help you further.

    Thread Starter amsterdamquality

    (@amsterdamquality)

    Hi,

    Thank you for the clarification and for the guidance provided.

    At this point, I will close this ticket and continue to speak directly with GLS support to resolve the issue. Thank you once again for all your assistance.

    Best regards,

Viewing 6 replies - 1 through 6 (of 6 total)
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