Buyer (in Canada) unable to purchase from my shop (in US)

[IndependentBoxWorks]

I received a message from someone trying to purchase one of our items. They are in Canada and we are in the US. They are able to add the item to their cart, but cannot complete checkout. They are getting an error message that says:

"We cannot calculate shipping for one of the items in your cart. If you are having trouble completing your purchase, contact the shop directly."

I have checked all of my shipping settings on that listing and they all look good for shipping to Canada. We've shipped this item to Canada before and have not made any major listing changes lately, so I'm not sure what's causing the error.

I've asked the buyer to try removing and re-adding the item to the cart. I've also asked them to make sure that they are only trying to check out from our shop (not multiple shops/grouping items). They've done both of these things and are still getting the same error.

The listing that is having the issue is:

https://www.etsy.com/listing/1033614405/black-spice-cabinet-apothecary-cabinet

[cindylouwho2]

I am in Canada, but the listing won't accept my postal code for shipping estimates. I tried more than one postal code, but it keeps saying "Please enter a valid postal code."

I'm stumped; you will need to file a ticket. 

[VintagePanacheStore]

This is an ongoing problem. We have reached out to ETSY technical support. Had the request upgraded to higher level support and still no real feed back on the issue. The advice ETSY gives proves only one thing, they didn't read the problem report and didn't look at the listing being sold. Very disappointing. We hope this is not the new standard for ETSY.

[VintagePanacheStore]

My customer received this message: "We can't calculate delivery for one of the items in your basket. If you have trouble completing your purchase, contact the shop directly. Ask the shop owner for help completing the purchase."  I contacted the help desk and they told me it was a known problem, and they were working on it and would get back to me. (That was three days ago.) Then my potential customer sends me a copy of an email sent to them saying my listing was for multiple items and to have me do a new listing for just the one item and as a reserve listing for them. We are a vintage shop, almost everything we have sold (over 2,500 sales) is one off and unique and this is a unique listing for a single set of George Briard snack plates. (background: customer is in Toronto and we ship from Georgia. But we have many sales to Canada. And the appropriate export codes are in the listing.) Every time we have a technical issue with ETSY it takes several iterations until someone actually reads the support request. The first several layers seem to be limited to cut and paste responses from pre-drafted scripts that never are aimed at the Vintage shop community. Ugh

[KeebcoStore]

Hi!  I'm running into the same issue with my shop.  For the past few days, none of my Canadian customers are able to check out.

[IndependentBoxWorks]

I don't know what's going on. Etsy's tech support said my listing looked fine and said it was because the buyer had a full cart. The buyer said my item was the only thing in her cart.

She was able to complete the purchase after I set up a custom listing with a set shipping rate. Maybe in it's an issue with calculated shipping? 

[VintagePanacheStore]

ETSY says they are still working on it and have added my case to the folder. Ugh

[IndependentBoxWorks]

I'm glad to hear they're working on it at least. It's weird that more people haven't noticed this.